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 9,176 Reviews

97 %

of reviewers recommend The Wool Factory Ltd

4.9

Based on 9,176 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 got my order but a 14 balls of yarn are missing from my confirmed order.”

Helpful Report

Posted 2 years ago

“I will not be using this company again. Orders were accepted for items which were not in stock. I selected alternatives, and received a confirmation email of their dispatch on 7th December. These items did not arrive, ( I have now been refunded) I have asked several times for a tracking reference as proof that they were actually posted in the first place, however this request has been ignored.”

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Posted 2 years ago

“I cancelled an order because the full order was not available. They have now sent the order but agreed a full refund 10 days ago. They do not respond to emails.”

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Posted 2 years ago

“Never received, given two wrong tracking numbers and now ignoring emails. Can't be contacted by phone, customer service is now non existent.”

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Posted 2 years ago

“My order was 2 items short, I emailed 5 times before I got a reply asking for details which I had already submitted. By then I was so fed up I didn't bother to reply. I'll shop elsewhere.”

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Posted 2 years ago

“Delayed parcel and delayed communication. I was told I was sent emails regarding stock issues, this emails never came. So waited 2 weeks for a parcel that should have been 2 days.”

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Posted 2 years ago

“I placed order on 11 Nov as I needed wool urgently for a gift on 20 Nov, that was why I paid £4.13 for RM Tracked 24, which I stupidly expected would arrived within 2 working days at the most. The items I ordered were in stock on 11 Nov but out of stock in 6 Dec when ACTUALLY posted! I sent numerous email, which were never answered. They had the absolute cheek to refund my item that was NOW out of stock but didn’t refund the delivery fee I paid extra for! ABSOLUTELY SHOCKING SERVICE, SO DISAPPOINTED! I would give 0 stars but not possible.🤬”

Helpful Report

Posted 2 years ago

Hi Dawn and sincerest apologies again about this. As per our prior emails to you, we had explained that Royal Mail had claimed your parcel as lost/damaged; as a company, we expect our customers to get what they've ordered and paid for however, on this occasion, we were unfortunately out of stock of that particular item and therefore refunded you for it. We've encountered similar issues recently and it makes us feel terrible when a parcel is lost and we don't have the correct stock available, at that time, to replace it and we'll continue to do our best to improve communications between us and our couriers. Many thanks for taking the time to give us feedback Dawn.

Posted 2 years ago

“Delivery still hasn't arrived 2 weeks after ordering. Being sent tracked 48 and Royal mail told me it should have arrived by now even considering the strikes. Unfortunately the supplier has to log the claim for the missing item but they have not responded to my email. This was my first order with the wool factory and I'm beyond disappointed. I've spent nearly £90 and received nothing!”

Helpful Report

Posted 2 years ago

Hi Steph. I've looked into this matter and, as discussed with you in our prior emails, we had opened a case against the courier and were waiting for their response before we could give you a full refund. We're so happy to see that your parcel has arrived safely and sincerest apologies again about the timeframe. Many thanks for taking the time to leave us feedback Steph.

Posted 2 years ago

“I placed my order on the 16th September. Money left the bank. Haven't received it and still waiting for a respond to my countless emails and messages. I'm very disappointed to say the least.”

Helpful Report

Posted 2 years ago

Sincerest apologies about this Iya. This was a mistake on our part for not chasing the status of your order up with Royal Mail; we should've acted faster and for that we sincerely apologize. Your account has been fully refunded and we thank you for your continued correspondence and feedback.

Posted 2 years ago

“I ordered a downloaded pattern and the link does not work. I contacted you twice. You do not reply to emails. I still have no access to my pattern. Pattern or money back please”

Helpful Report

Posted 2 years ago

Hi Geraldine and many thanks for contacting us. I've looked into this and, it appears, your refund was issued on the 21/11/2022? When purchasing our PDF pattern downloads, an email's sent directly to your email account and you have five days to download the pattern before the link expires. After you'd contacted us regarding this, we had informed you that the link had expired and, therefore, a full refund was issued. I'm sorry for any confusion that may have been caused and sincerest apologies again Geraldine. Thanks for taking the time to leave us feedback.

Posted 2 years ago

“I bought a pattern to be downloaded which I was unable to do. After at least 4 emails , none of which were answered, I have given up on this company”

Helpful Report

Posted 2 years ago

Hi Liz. After looking into the prior emails exchanged between us, I can verify that we were still waiting on a response from you regarding your order number and with what format you'd like the PDF changing to? If you'd like to respond to the last email we sent we can either send you a full refund or exchange it to a more preferred format. Many thanks for taking the time to leave us feedback and we'll continue our endeavours to improve our services.

Posted 2 years ago

“I have tried to contact you about 5 times after my purchase asking for a tracking number. I informed you that I moved, and asked my neighbours to accept the delivery - I am still not sure if it has been delivered, as I have no tracking number, and no one responds to emails”

Helpful Report

Posted 2 years ago

Hi Caryn, unfortunately, Royal Mail don't offer any tracking numbers for overseas parcels as explained in our prior emails. As you'd contacted us after your parcel was dispatched, we had no way of changing the address so my best advice would be to contact the local sorting office or depot and they'll be able to give you the delivery information. We are trying to work with Royal Mail to see if we can have tracking for overseas parcels in the very near future. Sincerest apologies again Caryn.

Posted 2 years ago

“I am not very pleased with you at the moment as I have not received my order l was asked to pay for my order and I was told that you were going to send me a invoice so that I can pay but I haven’t received it can you please sort it out as my customer is waiting for there order”

Helpful Report

Posted 2 years ago

Hi Cheryl; I'm terribly sorry to hear you're not happy with our services. Unfortunately, as you'd selected the wrong delivery method, we had to wait for your invoiced payment to process before we could dispatch your parcel. I've tracked your parcel and I'm very happy to see it's arrived with you safely. Many thanks for contacting us.

Posted 2 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.”

Helpful Report

Posted 2 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 2 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”

Helpful Report

Posted 2 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 2 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.”

Helpful Report

Posted 2 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 2 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 .”

Helpful Report

Posted 2 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 2 years ago

“Terrible service. I won't be using them again.”

Helpful Report

Posted 2 years ago

Hi Felicia. I'm sorry to hear you're not happy with our service. If you'd be so kind as to email us with more information we'd really appreciate it. That way, we can work on areas that need improvement and make your overall shopping experience a much better one. Many thanks for brining this to our attention Felicia.

Posted 2 years ago

“I ordered 7 balls blue wool and 1of white you sent me message to say you didn't have any in stock so I sent a message to say I would like a refund,they following week you sent me no white and 6 balls of blue if a garment needs 7 balls why did you send me 6. looking on your website you had plenty of both.”

Helpful Report

Posted 2 years ago

Hi Eda. Sincerest apologies about this. We have experienced some technical issues with our stock control online which then has a detrimental effect on some of our online orders. After looking through our prior correspondence, I'm pleased to see that, between us, we managed to rectify the problem and issue a refund. Many thanks for getting in touch Eda and, I can assure you, we're trying our absolute best to iron out these issues with our online stocks so it doesn't happen again in the future.

Posted 2 years ago

“I’m glad you asked me to write this review. Maybe you’ll actually respond?? I placed an order 26th sept. I haven’t had it. I’ve emailed three times no reply, tried to call nothing, sent a message on chat, nothing. I’ve even left a negative review on trust pilot hoping it will prompt you to contact me. I’m getting so frustrated. Please either deliver my order ASAP (and tell me what you’re doing) or refund me ASAP. Thank you”

Helpful Report

Posted 2 years ago

Hi Rebecca, many thanks for getting in touch. As explained in our prior emails, your parcel was delivered 5 days after your order was placed. I'll email you again with the tracking number so you can investigate this further, should you wish to, with Royal Mail. Apologies again for the lack of communication via telephone; our line's currently down but, luckily, we were still able to chat via email.

Posted 2 years ago

The Wool Factory Ltd is rated 4.9 based on 9,176 reviews