For this establishment to be on Newbury Street, it was highly disappointing. The extremely poor customer service did not justify how expensive it was to tuft a small rug here. My group and I made reservations for 2 PM and waited a little over an hour before we were able to get started on our projects. Not to mention, what was advertised as a project that took 2-3 hours, took us nearly 4 and a half hours due to lack of materials and limited staff. My group of 6 were forced to share one threader to which when we asked for more, they said the rest in store were broken. Additionally, some of our tufting guns were broken, and we essentially had to wait even more until others left due to the terrible customer service and wait time beyond their reservation. Staff members were on their phones (one even blatantly on FaceTime). Constantly had to walk around to find help which took away from time on the projects that were already taking too long. Between costs and customer service, I do not recommend this establishment. read more