My daughter and I have been wanting to learn sew for ages. Finally went down and were able to buy the lowest priced floor model. And they were kind enough to give us at least one full free lesson on how to get the machine working, a variety of stitches, some problem solving, and follow up classes. We found the instruction and tutoring thorough, patient and encouraging. Couldn't be more appreciative of their outstanding Customer Service. Thank you, Cottonwood. read more

The store has a gorgeous variety of cotton in every print you can imagine. The quality of the fabric is top notch and the service was exceptional! read more

Quality fabrics, reliable assistance, nice variety, and friendly folks. Cottonwood is clean and comfortable, too. Easy parking.

Cottonwood is a high quality fabric store so if you are looking for cheap fabric, go elsewhere. They have a great fabric selection and helpful customer service. Conveniently located with plenty of parking. I appreciate how they have handed working with customers during the pandemic. I recommend them. read more

Guess they haven't cleaned up their bad customer service quite yet. I was apprehensive to take my machine in for repair after having read the other reviews. Sadly, I should have listened. The technician in training can not communicate well with others. She's offensive, insistent, absolute and cancels the opposing party with prejudice. I gave them two stars because of William. He knows Bernina machines very well and has an exceptional attitude with an appreciation for the craft. Had planned to buy a new machine from them when I received this one back but have decided to go elsewhere. read more

I've been a customer here for a while, and I noticed the lower reviews from several years ago and wanted to give my experience examples as a bit of an update on others' past experiences. This store is excellent. From day one, about two years ago, I have been greeted immediately, given help when I asked, given space when I asked, and had fun conversations about projects and goals. They have the designer cottons I prefer, and they have brands I've learned about from my experience there. Their price points are what the average quilt store with higher quality (tighter weave, colorfast dying, etc.) fabric, thread, and batting has throughout the state. It's a bit higher than online stores, but there is also no shipping cost. So, it works out to be fairly similar either way. I can absolutely recommend this place to others looking for products, advice, and community. read more

I took my sewing machine here because I was having trouble with the tension and since I bought it second hand I figured it could use a servicing. It is 100$ for the servicing which is pricey but I figured it is an investment like getting your oil changed. I got it back a week later. It worked beautifully at first but the tension issue came back shortly. I took it back to cottonwood and was told I was threading it wrong and the machine is perfectly fine. This surprised me because I've used this particular model (bernina 1080) for years and never had this reoccurring problem. Their technician works there part time and for some reason does not talk to customers. At the end of all this my thread tension is still not fixed and I'm out a hundred bucks. I won't take my machine back there and would encourage others to do the same since I do not feel I got the service I had hoped for. I saw the other negative reviews but doubted them since this shop has been here for years. I gave them three stars because they have a beautiful selection of fabrics, tools and notions. I adore their fabrics and even tho I feel disappointed by the service on my machine I'd probably go back for their fabric when I want something special. read more

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I live in an area where I have five independent fabric shops with in 40 mins.of my home. I bought a used Bernina machine several years ago from Cottonwood and have it serviced there. I bought a Bernina Serger from another store and it is serviced from where purchased. Even during Covid they where available to service my machine. One night I was working on some embroidery stitches and finding that they weren't even. I took a picture of my piece and messaged the shop to show the problem. The next morning I got my answer. Typically when shopping at independent fabric stores the staff let the customer take their time and wonder. They are available to answer any questions if needed. I enjoy my time at Cottonwood. read more

I have never written a negative Yelp review so here it goes: Do not take your sewing machine here for repair! I had them perform a "diagnostic" because it was jamming. They adjusted the tension and rethreaded the machine for a total of $50. Seems like a lot of money for the service but whatever, as long as they fixed the thing, it'd be worth it. Brought the machine home and it jammed literally within a minute of using after the repair. I took it back and explained the situation to the front desk attendant, who was friendly. The mechanic is generally not available to talk to customers as he works there only part time. I left the machine there to have the mechanic take a look again. One week later, I get a voicemail saying the machine needs oil and tension adjustment for $99. I had concerns because this is similar to "fix" they tried last time, so I called back to talk to the mechanic and explain my concern. He had an astoundingly terrible attitude over the phone. I tried to explain what was happening when I was using the machine and he interrupted "it's needs cleaning and oiling" repeatedly. I said, well if you can't explain the problem to me I don't want the repair, thank you. I showed up later that day to pick it up and they tried to charge me a $25 diagnostic fee. Recap: they wanted to charge me to "diagnose" the same problem I had before, without even taking the time to explain what they found wrong with it. I had to argue with the store owner for like 20 minutes just to take my sewing machine back without charging me the $25 fee. As I was leaving, the owner of the store said "you got what you want, got it for free" in a sarcastic tone. got what for free!? They never told me what was wrong with the machine and they never fixed anything when I paid $50 or when I brought it the second time!!! To sum it up: horrible customer service. read more

I think the work around taken by Cottonwood during Covid have been great. Yes, it would be wonderful to go in yourself and look around, but the customer service has worked around it. Leaving windows wide open to display and show, working with customers for colors and patterns and bringing selections to the customers has worked well in these difficult times. Many new staff with great attitude. read more

I am regularly disappointed with this store. They have nice fabric but the customer service is lacking. Don't buy a machine here or have it serviced. I have a Bernina that was broken and had it serviced. They had my machine forever. The man who serviced it was rude. I am again having problems with the foot paddle on that machine and against my better judgment I called to see if I can buy a new paddle from them. The woman said she would find out the price and call me back. It's been a week and no return phone call. I am now choosing to drive to Harrisonburg for servicing. I hope they are better. I am in the market for a new machine and because of Cottonwood it won't be a Bernina. read more

I'm having a hard time figuring out if this is an actual shop, or just a clubhouse for the employees. While the fabric selection is wonderful, the rudeness of the employees is so off-putting that I'd rather drive to Richmond for my fabric. read more

When we walked in, we were not greeted by any of the staff, yet there were about 3-4 ladies working there. Additionally, a staff member blatantly ignored us when she passed by to help another customer by asking him if he needed help. It was obvious that she saw us, so she was definitely ignoring us purposely. Both the other customer and us got there around the same time as well, so it's not like the staff member was basing it off of a first come first serve basis. I'm not sure if they were just busy, but they were definitely very rude and unaccommodating to us. read more

I dropped in as we were visiting the Shenandoah National Park. Lovely store, very helpful personnel. I was looking for a leather thimble and the saleswoman very nicely let me open up a couple to try them on. Of course I ended up buying a stack of fat quarters for the upcoming Christmas season..and some Halloween fabric that was on sale. Oh well, an addiction for sure! read more

I purchased a simple little LED light for close to the sewing machine for hemming, and other tasks that require good light. In spite of the fact that the literature said the light would last indefinately, the light went out within a month. So, I took the light and the packaging back to Cottonwood. When I explained to the employee behind the cash register, her answer was that she had to show "Mary" the problem, and would I mind waiting for "Mary's" decision? Then, she added that Mary was calling the company they had purchased to light from to ask them if they would refund my purchase price. The wholesale source refunding the retail purchase price? DIdn't add up to me. Then, Mary emerged and announced that I had to pack up the light, send it to the manufacturer and fight them for the refund. That other customers had sent lights back, and the manufacturer had refused to refund any money. Why was this the best solution to my problem? I wondered. I made a quick decision not to go any further that this was going to ruin my day. So, I just said to Mary that it was not an acceptable solution, that I did not have time to argue with some company over something I had bought in good faith in her store. So, I left, without my light or my $40 refund. It is a shame. There is so much competition online and from Amazon... if I were Mary, I would do anything I could to keep a customer who just last month bought a $400 Bernina for her housekeeper, and paid over $100 for fabric on a couple of recent trips there. As other of these reviewers say, I have other sources who value my business. read more

Brought my machine in for a general servicing. Seemed pretty expensive but there are no other options close by. The first time after the service, when I tried to sew with the needle to the far right, it didn't work. Sounds like the needle is striking something. So, the repair man messed something up when he serviced it, because it worked perfectly when I brought it in. I emailed the shop about it and received sympathy, but no offer to fix the problem that was created during servicing. I will be finding another place to undo the damage that has been done. Not sure I would want that person to touch my machine again anyway. read more

Extremely disappointed with customer service. I took a sewing machine in to get it fixed and asked that they only fix it if it the machine was worth the cost of repairs. It is an old machine and was running out of steam after a few seconds. $100 later, I got it home and it was still doing the same thing. They wanted another $100 to fix it! The machine wasn't worth the first $100! Their response was that it must have broken on the way home. I wrote a letter explaining my dissatisfaction and they never responded. Stay clear of this place. read more

Nice selection, sample quilts hanging, quite a few jelly rolls. Staff helpful, sell Berninas and have classes. Bringing home quite a bit of fabric. Worth a visit if you are visiting the area's historical sites. read more

Excellent service, stock and expertise in this store. I have been quilting for 35 years and have always left with a newly purchased treasure. A nice extra - buses to take customers to the quilt show in Newport News - the ultimate convenience. read more