They shipped a very expensive, but damaged electric ball winder, the customer service person, Taevia, said they would (in writing by email) return the item for store credit or return to credit card, but then she never sent the promised return shipping tag and ghosted me despite several followup attempts to contact the business. I will never shop again with the Woolery nor will I be making recommendations to friends. The item was new-in-box, but rusted and damaged. I do not trust their inventory I don't trust their good faith as a business based on my experience. read more

TL;DR - nice product selection, iffy online store accuracy, abrasive customer service. The Woolery is super well stocked with weaving yarns, which I appreciate. I have found them hard to get on the phone, and when I do, overly brisk/abrupt, and defensive about their sometimes confusing stock & shipping policies. For example, I recently placed an order for an item. I landed on the Woolery to buy it because my online search produced a google listing from the Woolery that *specifically said the item was in stock*. I called to double check it was in stock, but no one answered the phone. The online store said "Shipping in 7-10 days" which made it sound like yes, they had the item in stock. So I ordered. I got an email the next day saying that the item was not in stock, as the manufacturer is closed for the next 3 weeks, and it will ship after that. I called to cancel the order, and the person answering the phone was quite quick to blame me for misunderstanding - "You can add it to your cart, but that doesn't mean we have it in stock" and "it SAYS 7-10 days shipping, you should have seen that, which is typical for a drop ship from a manufacturer" and "The website doesn't say we had it in stock, we never keep large items in stock, we don't have the room in our warehouse." Then, she seemed unhappy to cancel the order. read more

How do you send a skein of yarn in a different color way marked correctly for what is listed online, tell the customer you will refund them, and never do. Also the item is still listed on the website. PayPal had to be contacted for this transaction. read more

I have ordered several times from this place, from weaving yarn to my latest, a spinning wheel. Always prompt shipping and arrived quickly.

Placed an order over 6 weeks ago. Item was never in stock, contrary to the website information. Requested cancellation and refund 4 weeks ago. Only response I get (several times now) is 'we are really understaffed, but will process cancellation and refund as soon as we can'. It takes minutes.....less time it took you to respond to the three emails telling me you'll get to it. I suspect this is a front for fraudulent activity. BEWARE ORDERING ONLINE read more

This lovely shop has just moved to a new location around the corner from the previous location. I was looking for a knitting shop and there were none listed for Frankfort. I found it by asking at a nearby restaurant. This shop is actually much more than a knitting shop though they do have a small selection of quality knitting yarns, needles and books. They also stock supplies for spinning and weaving and though I wasn't in the market for those things, it was a pleasure to browse the inspiring selection.. read more

The Woolery - Arts & Crafts Near Me - Frankfort, Kentucky

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It's weird to see negative reviews for the Woolery because I have never had a bad experience. I've visited a few times in person and ordered online multiple times, too. When I was first learning to spin, they gave me really helpful guidance on products that would help me learn. I bought my first spindle from them, and eventually graduated to getting my first wheel and loom from them, as well. It's always the first place I go to when I want fiber arts stuff. All of the products I've purchased from them have always been great quality, too. read more

I have enjoyed products from this company since 2015. Their phone reps are fantastic and very helpful. Amy Judd helped me order a couple of items in November and walked me thru the entire process online. I had the items two days before they were due to arrive. The selection is great, everything for the person who does fiber arts. Thank you for your great service and products. Lynn deBeauclair, Colorado read more

Disappointed in the shipping, paying $18.00 for economy is really steep. It's 8 days and still have not received it and no date. Especially when I pay less than $9.00 for 2 day at another site. Will not be ordering from here again. Too bad I really like many of the products... read more

Buyer Beware. I only wish I could give this business negative stars. I'd like to begin by saying I've been a customer for years, and never had a bad word to say about them. Then something happened. I think they changed ownership or something, but I'm not sure. I want to relate a recent experience. In June I ordered over $100 worth of merchandise which was shipped free, as per their website. In September, I realized that one of the items I ordered was not what I wanted (my mistake). I called them, even though I knew it was after their return policy. And had they mentioned this would be a problem, I would have been fine with that. Instead, I spoke to a very nice woman who said it wouldn't be a problem. When I received a return check (instead of a credit on my credit card), I saw that the amount refunded was $10 less than the purchase price. I was informed that I my refund was minus the amount they would have charged for shipping, had the item in question not been part of an over $100 (thus free shipping) order. So. Let me sum it up. The item I bought cost approximately $37. It cost me $10 to ship it back to them (now $47), then my refund was only for $27. So, I was out $20, and they have an item that they can now resell as a brand new item (as it was still in it's original packaging, unopened). Can you say rip-off? I know you can. It is unbelievable to me that a company would offer free shipping, and then charge the shipping rate on a return that one would have incurred had one not gone over their minimum free shipping amount. Had I wanted to replace it with the correct item, I would have incurred another $10 shipping fee. In essence, I would have spent $30 in shipping for a $37 item. I sourced the item I wanted at a different place, paid no shipping and received a discount because of my guild affiliation. BTW, the company's only response was 'that's written in our shipping policy, and we were nice enough to take it back after our return period.' Which is why I say Buyer Beware. Honestly, if they were the only store on the planet that sold what I needed for my craft, I would find another craft so I wouldn't have to deal with them ever again. read more

I am very disappointed in this business. I ordered items online and selected free shipping. They charged me $48.00 to ship my items worth under $150. I will not be ordering anything else from this business and wish I had read other reviews where others have had problems with their shipping rates. Leigh P. read more

Best. Fiber. Ever. I ordered superwash merino from a different vendor, and it was ok, but the stuff I just got from the Woolery was so much finer and softer!! I also got gorgeous silk roving and buttery soft faux cashmere. Love, love, love. They shipped everything promptly and it was very nicely packaged. read more

In march, I decided to upgrade my weaving game and after a lot of research, settled on a ridge heddle loom from The Woolery. It shipped free and within a week. I ordered a few more items from the website getting exactly what I ordered. Last week, I flew to Kentucky to visit family and decided to drive the 1.5 hours to Frankfort, and go to The Woolery in person. So worth it!!! Besides being able to touch/feel all the types of yarn and wool, most of the looms in the store were already set up and had a project in process, on each loom. I met Dani, a customer service employee, who answered every question I had, and questions I didn't even think to ask and I learned a lot more about my new loom. Because I had to fly home, they offered to mail everything I purchased back to my house/free shipping. Amazing experience all around. Thank you. read more

Online customer ... ordered a loom that the site said would be shipped in 3 days ... did not inform me quickly that it was out of stock and wouldn't be shipped for 4-6 weeks ... did cancel the order, but would not refund the shipping because I had ordered 2 needles. So I spent $15 to have 2 needles shipped. Acted very rude about the whole thing, when they had falsely advertised. The error wasn't as offensive as the demeaning way they treated me. read more

Unfortunately, I need to rate them one star for poor poor customer service. I ordered a swift and ball winder in plenty of time for a friends birthday. After more than 2 weeks and it wasn't delivered I checked and discovered that UPS was returning it to them. Multiple calls back and forth, them blaming UPS and UPS having "inexperienced Holiday staff" (in mid October??) it turns out that they themselves originally sent it to the incorrect address. And they either lied to me about that, or simply didn't check properly. They had the correct address, and a phone number to call me at, but apparently that information was never utilized to get the package to me when it was misdelivered. Very disappointing. Perhaps they are better in person? read more

I ordered some thread from the website over 2 months ago and they still don't have it in stock. I have given them several hundreds of dollars of business in the last six months and I really want to leave a positive review, but I can't after this most recent order. I am constantly given the runaround for updates on when I can expect this thread. I never get updates unless I ask for them, and I ask for them every 2 weeks or so (the first update I requested was after a month of no news). Even though it's been over 2 months since I ordered, I haven't been offered any assurances that this would not happen again in the future and they have not reached out to me to make things right. On a positive note, this was my fourth order from their website (it was also my largest). The first order ran into a similar snag with two of the threads I ordered being out of stock. However, they arrived within 6 weeks, and I was given a definitive timeline that they stuck to. The second and third orders were uneventful and arrived within a week. This last order has been the only one in which I would say the lack of customer service and timeline is just not acceptable. read more

The personal service I received here was fantastic. No pressure! Just good, helpful advice and info. Very knowledgeable staff.

My husband ordered Charka Wheel Package and gave it to me as a gift. The cotton fiber was NOT as pictured. I spin wool and in the picture is what I would recognize as combed top. What I got was a bag of what I would call rolags. I do long draw spinning with wool and combed top MUST be used, you cannot do long draw spinning with rolags! Also, the wheel is so poorly made that the wing nut tension adjustment interferes with the tension band. The tension band that came with the wheel had such a lumpy join that it would not rotate the wheel past the join - I had to make a tension band myself that would operate properly. When I contacted them to complain, I got no result. I can only conclude that they have no customer service whatsoever! DO NOT RECOMMEND THIS COMPANY!!!! read more

I always get the best customer service from the Woolery. Whether I have newbie questions or problem with an order, they are prompt and polite. And they follow through with a solution! I could not be happier than ordering from the Woolery for all my spinning, fiber, and weaving needs.... read more

The Woolery is one of my favorite places. I have explored and practiced many crafts over the years, including quilting, stained glass and painting. I have only begun to learn about wool and it's various applications, and The Woolery is a great place to discover them all. Spinning, weaving, felting, rug hooking... They offer classes and are so helpful in answering questions on the spot. There's so much to see and lots to inspire. We are so fortunate to have a shop like this right in our hometown. If you're at all creatively inclined, it would be a shame to miss out on a visit to The Woolery. read more

Visited here yesterday. It was totally awesome, loaded up on roving and dyes. There were so many choices. Totally worth the 3 hr drive, I will be back. Nice area of town, clean and bright. Nice helpful staff, it was a dream read more

Customer service is everything in a business, something this store doesn't seem to understand. My experience was shut down on the phone by a snotty little millennial who doesn't have any creativity or ability to think outside the box. I called asking if they had anyone there who could knit a sweater. The answer was no. Then I said I had the original sweater and the yarn and could she recommend someone. Again the answer was no. Look, if you work in a yarn shop and you don't have any ideas, you might as well go get a grunt job. I can't remember her name, which is just as well, but she was working and answering the phone on Saturday morning Oct. 7, 2017 at 10:30 am. Needless to say, I won't be wasting my time driving to Frankfort. The least she could have done was suggest a class were I might meet someone with a little more ability than mine. But, NO. read more

Great selection! Best customer service around. I had questions about a kick spindle and a spindolyn, I received prompt information. When placing another order, I had a question about a variable dent heddle. The person I spoke with was able to quickly and knowledgeably answer my question. Best packaging also. Life would be much easier if more people took pride in their work the way everyone at The Woolery does. They have a great blog too! read more

Their online customer service is terrible. There are stores that appreciate their customers spend your money somewhere else. I guess if you want the suspense of wondering when or where you will receive your purchase, order from the Woolery. Otherwise, go somewhere else. The daffy sales people could care less about their online customers, their attitude is so what, we could have cared less. I placed an order for a rigid heddle loom stand and 2 shuttles. I wanted them delivered to an address other than my billing address, I'm waiting and waiting for the delivery, nothing. No tracking number, no emails saying it has shipped, nothing. So finally I email the Woolery and they send back a tracking number. The order was sent to the wrong address! Ok, so I can't use the loom when I intended. When I get home , 2 weeks later, the loom stand is there, but no shuttles. I call them and some daffy sales person looks up the order and tells me that the shuttles are on back order. There is nothing in my account saying this, no email nothing, so 2 weeks with no communication. Buyer beware, they don't even say sorry! Just don't care! The positive reviews must be their local friends don't order online! read more

Wonderful products, wonderful service. I bought a spinning wheel there about 6 weeks ago, and the staff couldn't have been more helpful. They didn't have a display model of a particular wheel I was interested in, so the young lady helping me went back to the stock room, found that wheel, and unpacked and assembled it so that I could test drive it. She then disassembled it and repacked it for me so there was no risk of damage on the trip home, made sure I had any extras I might need that weren't included, and had someone carry the box out and put it the car for me. read more

I called after I purchased a used spinning wheel and the lady that answered the phone could not have been more helpful. She looked on line with me and help me find the parts that I needed. I have order other items since then and always have had a very quick response and very fast delivery time. I live in Florida and I usually receive items within a couple of days. read more

Not Good! Do not buy anything that you will need support on or may possibly need to return! Very disappointing experience with people who just don't care. read more

Like two others here, I have just had a very disappointing experience with the Woolery, and their order processing. Their system said they had a Louet Carder in stock, and they took my order and debited my bank account, Then, two days later (and only a few days before Christmas) they emailed to say "sorry, we don't have that item, it's sold out". I would not have minded if they had told me when I was ordering that it was out of stock. I would not have minded if they took my order, then found it was out of stock, but hadn't taken my money. I get it, those things happen. But they processed the order, told me they would ship the carder in 1-3 days, and took my money. Then they contacted me two days later to say they didn't have the item. They are processing a refund, which will take a couple of days. But their system should not work this way, they should not charge me until they are ready to ship my order, and if that is going to take More than the 1-3 days they promised, they should let me know, and give me the option to cancel. They didn't do any of those things. Their order processing system is faulty. Beware. read more

My issue isn't with the employees who are nice. My issue is with the fact that after I had ordered something from them I receive an email that my item is back ordered. This has happened twice. Once at Christmas when it was too late to search for a comparable item and just now when they initially told me my order would be delayed 2 to 3 weeks. They offered a slightly more expensive item but the size we ordered was what was needed plus we have to stay within budget. When I called them the first time I told them I could wait but today after 2 and half weeks I have been informed that it will take a lot longer with no idea when my item will arrive. I wound up cancelling. The items I ordered were not for a hobby but for a business as any delay affected productivity. It would go a long way in customer service if they told us up front if an item is back ordered but they have yet to take this much needed step. read more