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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have been waiting for an order since 1st January 2020. They will not even answer the phone. Please phone me on 01843220871.”

Helpful Report

Posted 5 years ago

“The length of time it took from ordering pattern to receiving it would have given us enough time to raise a sheep shear it process the wool and knit a garment. It is fine to take payment for a pattern immediately if indeed that item is despatched and received in reasonable time. It should not take up to three weeks from receiving an order to the customer receiving the item. Will definitely not be using this place again”

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Posted 5 years ago

Thank you for your review, but we feel that this is quite un-deserved. Your order was placed on the 30th Dec and dispatched on the 2nd. There was no post on either the 31st or 1st of January. It is now only the 8th Jan, so in no means has this taken 3 weeks to arrive. We try our very best to ensure orders are received as quickly as possible but unfortunately we cannot control how long the process takes once the item has left ourselves and is in the Hands of Royal mail orders are usually received within 2-3 working days but can take longer as stated on our website. On top of this we are actually quite a small family run business and reviews like this significantly impact us, without even given the chance to resolve the issue beforehand, we are always happy to help. Furthermore our daughter is currently in Hospital and has been since the 27th December, we are still trying our best to ensure all orders are fulfilled and dispatched on time with just the two of us here. In future please do raise a sheep and shear it yourself. Thank you.

Posted 5 years ago

“I still haven’t received my wool. 11-11-19”

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Posted 5 years ago

“Terrible.... no items recieved, multiple emails ignored... had to open a paypal dispute to get refunded. Dont waste your time ordering from here”

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Posted 6 years ago

Hi Stacey, our apologies about this. We have not received any emails that we have not responded to. All emails get responded to in at least 24 hours max (apart from Sundays). The first we knew of any issue was when the Paypal Dispute was opened and we arranged a refund as soon as possible. Our apologies once again about this.

Posted 6 years ago

“Could not get in touch with you to complain that i have not been able to download the file.”

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Posted 6 years ago

“Hi I’m still waiting for my order to be delivered so could you please look into it and see what the delay is ... regards Jacinta o toole”

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Posted 6 years ago

“still waiting for my order to arrive, 12 days after purchase and payment having been made. NOT HAPPY,”

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Posted 6 years ago

“Place a order on 25/6 as to 6/7 still have not got it sent 3email phone twice got answer phone once nobody could help to tell me wear my order is asked for refund still waiting I will not shop with then again”

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Posted 6 years ago

We have apologised that your order has not been received and issued your full order refund. We also apologised that we missed one phone call from you. You have previously received two orders from us no problem. We have done all we can to help you and are quite dissapointed with this review. We have no control over the post once it leaves us and we have done all we can to rectify this.

Posted 6 years ago

“i have tried to contact this company because they have taken 3 payments out for one order.i have sent a e-mail earlier this week but still not had a reply.”

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Posted 6 years ago

“Wood love to write a review but it appears my wool was lost in transit. I never received it. The post office doesn't have it so I am stump4 x”

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Posted 6 years ago

“Did not receive order. Unable to contact seller by phone. Poor response to emails. At time of writing review no return of money. Advice to anyone thinking of using this seller, DON’T!.”

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Posted 6 years ago

“I still haven't received my items”

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Posted 6 years ago

Hi Anne, we are disappointed to have received your 1 star review without any prior communication from you. You have ordered 2 PDF download patterns which you should of received a link for download after purchase. If you did not receive this all we would of required is a quick call or email and we would of had these emailed across for you manually asap. If you could please contact us at sales@thewoolfactoryonline.com with your order no. we will get back to you as soon as possible with links to your patterns. We would also very much appreciate a change in star rating as we work extremely hard to keep our rating as 'excellent' 4.92 out of 5. Customer service is our priority but we cannot handle any errors if we do not know about them. Thank you

Posted 6 years ago

“Order not received. Site says I need to wait 3 weeks before complaining. So out of pocket and incomplete project waiting. :(”

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Posted 6 years ago

“I received my order only to find it not fit for purpose.I contacted them and got nowhere.deeply unhappy and out of pocket as they refused to refund me.lots of emails saying basically that I don't know the difference between Aran and chunky wool.will never shop with them again.iv advised all my followers to stop using them also.”

Helpful Report

Posted 7 years ago

The Wool in question here is the Woolcraft Acrylic Aran in 400g balls. This is a slightly thicker than average Aran yarn knitting to a tension of 16sts, 24rows. Where as other Arans knit to a tension of around 18sts, 26rows. So this Aran is going to come out thicker. We would of happily refunded if there was a fault with the yarn, but unfortunately we cannot refund a used yarn that has just come out slightly thicker than another brand of Aran used.

Posted 7 years ago

“I place a order for wool on the 12/9/18 and payed for it have not had my wool or any message telling me it is on its way not very happy”

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Posted 7 years ago

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