"Always thrilled with the yarn I order…"

Always thrilled with the yarn I order and love the discount [when available with purchase]. Customer service is FANTASTIC and responsive!!

"Timely response from customer service"

I received an answer from customer service in a timely manner. The questions I had were answered and revolved.

"Pick-up in store option is a joke!!"

Pick-up in store option is a joke! Their system is not set up for it. I placed an online order, in the comments asked for in-store pick-up. I called 20 minutes after placing the order to ensure it was ok, the person I spoke to made an update to my order, and told me it would be ready in 1-2 days. After 4 days, I called again! The person I spoke to made another change and told me it would be ready the next day. I called the next day, since my order status hadn’t changed. Guess what, my order WASN’T ready! Of course, they already charged my card. We’ll see how long it takes to get a refund!

"Good Online shopping experience"

I have purchased from the online store multiple times over the years, and most recently twice in the last month - all with no issues. My shipments have arrived in 1-2 weeks with plenty of status updates, some were large orders, bulky items (i bought a loom). I've also had the occasion to visit the physical store in MA - which was organized and fun to shop at. The prices for quality wool (and other natural fibers) are some of the best in the industry. Colors do and will vary from what is pictured - but this to be expected - colors always vary based on monitor/screen settings, and the actual lighting, as well as different dye lots (this is NOT mass-produced yarn)

"CSRs go after the last nickel and are rude!"

Their computer system wouldn't take my order on Oct. 16. l ordered again on Oct. 17 with a slight variation. I finally got an order. The week of Nov. 19 I got an email asking if I was enjoying my pink yarn. The gal in Customer Service (Liz) told me very impatiently to check my yarn here at home for the pink yarn. I did--no pink yarn. (They had offered to send a free knitting book with the order of the 16th. That they did with the order of the 17th. I got three of the same pamphlet.) I checked with the credit card company and found I had been charged for two orders, one the 16th and one the 17th. I called the WEBS back and the woman was very VERY snippy when she found out why I was calling, said she couldn't hear me and hung up. I called back in and the woman from the first call (of yesterday) answered. I told this gal (Liz) that I'd checked and the first order didn't have any pink yarn nor any yarn from that order. It became a wrestling game--was she going to refund the first order or not. Finally she agreed to send me two balls of the missing yarn and refund me for the rest. I was unable to come up with the amt she was refunding. If you deal with this company, keep all records and check your credit card for what you're charged. The customer service is non-existent. They claim not to be able to see what you bought at what sale price. They will fight you for the last refund nickle. They have a very slick web sales email but the "after impression" is that they will some how, some way get that last nickle even if they owe you the bucks. I will not place another order until the outstanding one is received and items reconciled with what was ordered.

"Prepare for Despair"

Great deals, but really painfully slow shipping times. I placed my order September 21, and by September 28 there was still no update. I emailed their customer service and the lady who responded was very pleasant. She said my order had already shipped even though it didn’t say so on my account. She linked my tracking information in the email, but USPS said they were still awaiting the item. My package was finally delivered on October 4. All my yarn was exactly as I ordered, but I’m hesitant about ordering from them again if it will take 2+ weeks. They also don’t offer free shipping, and say you save more with their “WEBS discount” which can’t be applied to sale items. Not impressed.

"Unsubscribing from their emails three…"

Unsubscribing from their emails three times did not work, I still receive them. This is illegal. I do not recommend dealing with this company.

"I ordered ecological wool in color 8019…"

I ordered ecological wool in color 8019 which is antique gray. When it was received, it was taupe, not antique gay. I called customer service and they attributed the color to variation in dye lots. I cannot buy this. If I return it, I must pay the return shipping. This is bad business.

"Got a surprise for Christmas! Super-fast order processing."

I ordered yarn in the evening of December 21st hoping it would get delivered by New Year and was very surprised to see the package on my doorstep on December 24th! I paid for 3rd-day shipping with UPS, but was not expecting the processing to be that fast! I'm very happy with the pricing and selection, as well as the quality of yarn.

"Never again!"

Disgusting service! They send the order for a long time, they communicate rudely in the chat.
They pretend to send the order just by getting a USPS tracking number. In this case, the status of pre-shipment hangs there for an unknown amount of time. And in the chat they lie that they sent the order. Do you think your customers are unable to notice this?

I regret that I decided to place an order with them.