The Wool Factory Ltd Reviews

Name: The Wool Factory Ltd
Address: The Wool Factory, 5 Market Place, Alford, Lincolnshire
Rating: 4.87

4.9 Rating 9,191 Reviews

97 %

of reviewers recommend The Wool Factory Ltd

4.9

Based on 9,191 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Visit Website

Email:

sales@thewoolfactory.co.uk

Location:

The Wool Factory,
5 Market Place,
Alford
Lincolnshire
LN13 9DZ

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The Wool Factory Ltd 5 star review on 11th September 2025

Michelle T

The Wool Factory Ltd 5 star review on 9th September 2025

Elaine W

The Wool Factory Ltd 5 star review on 26th August 2025

Claire L

680

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The goods arrived as ordered, super quick despite the postal strike, fantastic prices. I will be ordering again. Whats not to love”

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Posted 3 years ago

“Great customer service - really friendly order updates, quick delivery and lovely packaging with the pink tissue paper. Really happy to receive my box of wool, and at such a reasonable price too! I’ll definitely be shopping with you again.”

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Posted 3 years ago

“I'm always so impressed by how quickly I receive my orders and how well they are packaged the wool factory is my go to shop to buy from and I try to visit the shop when I get to visit home always so pleasant and helpful I always tell my friends to buy from here!”

The Wool Factory Ltd 5 star review on 3rd November 2022

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Posted 3 years ago

“Absolutely awful, ordered my wool a month ago and still haven't received it....despite having a notification it was dispatched 3 days after submitting the order. A week after the dispatched notice I was told some of my wool was out of stock and this was refunded. I've tried to get in touch with the company multiple times to no effect; I've had one email saying they will 'look into it' and follow up and their phone number doesn't connect. Complete sham.”

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Posted 3 years ago

Hi there; I've reviewed all emails and we have none of which relate to missing orders or pending items at this moment. If you'd be so kind as to email us with your order number then I'll chase this up for you. Sincerest apologies about the phoneline, we're booked in for an engineer to come out and fix the issue. Many thanks for getting in touch and I'll look forward to hearing from you soon.

Posted 3 years ago

“Very good and informative”

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Posted 3 years ago

“My order was incorrect I've now sent 3 emails and you have failed to respond to any of them I will not be using you again I'm appalled by your lack of customer service”

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Posted 3 years ago

Hi Dawn; Many thanks for getting in touch and apologies for the mix up with your order. Although we strive to ensure every order is correct, naturally, mistakes occur on the odd occasion but we always endeavour to rectify the situation. I've found the emails which were sent to you offering full reimbursement, postage fees or exchange of order etc however we've had no response from you unfortunately. As soon as we've heard from you we can move forward to correct this for you Dawn. Again, sincerest apologies for the mistake with your order.

Posted 3 years ago

“Lovely shop, good selection of wool, but abysmal after service. I had a problem with the shading on the batch of wool I bought. Despite sending photos as requested, the complaint has not been addressed. I know my emails were received because I had an automated response saying how busy you are. I tried phoning but just got the answerphone. Left my number, but no response. I am very annoyed as had spent a lot of time knitting the garment. Will not be recommending The Wool Factory.”

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Posted 3 years ago

Hi Diane. I'm terribly sorry you weren't happy with the shade/dye lot of the yarn you purchased. Going through our correspondence, we sent out Woolcraft Pebble Chunky in the dye lot and shade you'd requested and completely free of charge. If there was anything else you'd have preferred us to do to rectify the situation the please let us know as we like to ensure our customers are always happy with their purchases and services we offer. Many thanks for getting in touch and for bringing this to our attention Diane.

Posted 3 years ago

“Absolutely first class. Great service , lovely staff and an amazing selection of yarns. Got to be my favourite shop.”

The Wool Factory Ltd 5 star review on 22nd October 2022

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Posted 3 years ago

“I placed my order on October 3rd, it wasn’t dispatched until 11th (no reason given for the delay until I contacted The Wool Factory). So 19 days after I placed my order still no sign of my wool and no response to my second query. All of which is very unfortunate because the choice of yarns and patterns at a decent price was very good - but I’ll not be using the outlet in the future.”

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Posted 3 years ago

“lovely colours .plenty of choice value for money. well packaged and speedy delivery.. a personal touch of naming who chose your yarn and who packed it.”

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Posted 3 years ago

“A very friendly family company with excellent service and great communication”

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Posted 3 years ago

“I have emailed numerous times about my order 168537/070923/26 , which I returned as customs duties were to high to get a refund . I have had to wait days for answers and chase up for any info !!!!! . I was told , eventually, that my parcel has not arrived with you and to get details . I sent the info I had that the parcel was returned to you On 14th September through Royal Mail but there is no track and trace available . I have accepted I will not get my refund . I will obviously never order from you again .”

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Posted 3 years ago

Hi Christine. As previously discussed, we can't be held responsible for your reluctance to pay the customs charges, all of which is stipulated on our website. I've issued a full refund for the yarns you purchased as we can claim that as a loss from Royal Mail. Sincerest apologies for the delay in response Christine.

Posted 3 years ago

“A brilliant company with very efficient helpful staff. Orders arrived on time and all were complete. 1 box burst.”

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Posted 3 years ago

“First time ordering from this company and I was very impressed. The yarn was packaged beautifully and delivered really quickly and their communication was brilliant with lots of emails to inform me what was happening. I'll definitely be using them again.”

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Posted 3 years ago

“Will certainly order my wool from this company again. My order came on time and was packed beautiful with tissue paper. Excellent service”

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Posted 3 years ago

“They keep you informed at all stages and deliver on time. Superb service”

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Posted 3 years ago

“Fast delivery and beautiful wool. We definitely be reordering.”

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Posted 3 years ago

“The choice and quality of yarns is amazing. Very quick sending orders. I tell everyone (who knit) about this firm. Find the service very good. No complaints.”

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Posted 3 years ago

“Fantastic service - great product certainly get more in the future”

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Posted 3 years ago

“Only ordered 2 balls of 99p chunky wool because I couldn't get any locally and have difficulty getting out the house. The service and the emails I received were amazing. Arrived on time and was well packaged. Goes to show no order is too little or too much trouble. Thank you, would definitely recommend and will certainly be ordering again.”

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Posted 3 years ago

The Wool Factory Ltd is rated 4.9 based on 9,191 reviews