Name: The Wool Room
Address: Unit 4/5 Woodside Farm Industrial Estate, Ketton Rd Empingham Rutland, Leicester
Rating: 4.77

“Looks like I’m part of the crowd!!! Stay away! Predatory business practices and terrible customer service!!!! This company is a scam!!! Customer service is absolutely terrible. They don't publish negative reviews on their website. I spoke with customer service before making a purchase and they absolutely lied to me about the terms of service on an item. I was saddled with a restocking fee of 25 percent and return shipping for a grand total of 341 dollars down the tubes. They also said they couldn't even accept my return (which was brand new in box) until I emailed them screenshots of my convo with customer service assuring me my item of returnable. Horrible service with predatory practices!!!! Shop anywhere else!!!!!”

Helpful Report

Posted 5 months ago

“Please stay away from this company. I wish I would have read the horrible reviews, of the company's policies, before my purchase. Their website shows free shipping and returns if you're unsatisfied, all you have to do is contact them within 14 days of receipt of purchase. The caveat is, in my case with the mattress topper, you must purchase their very expensive mattress protector pad in order to be able to return. I guess you have to purchase those together to "be happy" with the topper. If you purchase the two items together, it will be close to $1,000 in total, which is nuts. I guess they got so tired of accepting returns from dissatisfied customers, they made it virtually impossible to return it. Customer service is horrible and the representatives are rude. BUYER BEWARE!”

Helpful Report

Posted 9 months ago

“WARNING! Stay away from this mattresses and this company. The mattresses are terrible - hard not comfortable . They come via FedEx in a box dirty almost as if it was used. The company is very bad, they will trick you into thinking you have 100 days free trail but in reality you don’t . Unless you bought their other stuff like the mattress cover. They are rude, unprofessional & unethical. So for your sake DO NOT buy this mattress. Furthermore, all their 5 star reviews are bogus. They try desperately to hide bad reviews like this one. If you had bad experiences with them I suggest you to go to every platform possible and leave your bad review to warn others about their terrible product and experience.”

Helpful Report

Posted 9 months ago

“I ordered two pillows, including the V-shaped pillow. I tested it out briefly (probably 10 seconds) and found it to be very flat (it needs more wool filling and yes, I could buy an extra bag of wool, but I shouldn't have to). However, when I wrote to the company about returning it, they said I couldn't because I had "used" it. I have bought many pillows in my life and they've always been returnable. I can understand this policy, but then this information should have been very visible when I bought it. I did look at their return policy before I bought it, and it said at the top "“ If you don't love your Woolroom products when they arrive with you then you can send it back for free following the steps below. If you don't find it to be the purest, coziest and most beautiful item in your home - simply send it back.” That, combined with the banner at the top of the website that says "free shipping and free returns," was enough for me. Yes, maybe I should have digged around further, but I don't think I should have to. If you scroll waaayyy down to the bottom of the page on returns and refunds, it says "“For reasons of health, safety and hygiene, we are unable to refund or replace any of our goods (except for products eligible for 30 and 60 Night Sleep Trials) which are intended to be used in contact with skin”. Then I would have had to go figure out whether pillows are eligible for sleep trials (they are not), which really is just putting too much work on the customer. I cannot help but think that Woolroom does this on purpose. Their website is purposely misleading and that makes me wonder about their products too.”

Helpful Report

Posted 9 months ago

“I purchased a comforter and a comforter cover for my son for a Hanukkah gift and had it sent to him. He liked the comforter but decided to return the comforter cover. When he initiated the return on 12/22 (14 days after receiving the items) he was told that he could not return the item because it was outside of their return policy window which is 14 days. The item was delivered on 12/7 at 5:49pm to the front door of his apartment building and he picked it up the next day on 12/8. In addition to this Woolroom had extended their HOLIDAY return policy through January 15th to accommodate Holiday purchases made after 12/8. Our purchase was made on 12/5 to allow for delivery time because Hanukkah began on 12/7. It would seem that a Holiday return policy would at very least include the holidays of all major religions which are observed at this time of year. After a long and fruitless email exchange, I finally spoke with Rosie Green, head manager of customer service at the company headquarters in Chicago. She refused to acknowledge that Woolroom’s Holiday return policy was discriminatory or that the standard return window of 14 days had been met based on my son’s receipt of the package on 12/8. Ms. Green told me that the Holiday return policy had been based on market research and did not purposefully exclude any particular religion. I suggested that the research was necessarily biased based on its failure to include Hanukkah within the window of holiday gift purchases. This failure can only be seen as a systemic prejudice within the company’s marketing department. I found it shocking that considering the dates and details of the gift purchase, no accommodation was made to remedy the situation.”

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Posted 11 months ago

“Bought a ‘washable’ deluxe toddler cot bed pillow. expensive, but I thought worth it for a premium product. Key words in the name of the product being ‘washable’ and ‘deluxe’. I have owned this pillow two months and washed it once, following the care instructions to the letter. Pillow emerged misshapen and all the wool had clumped in to hard golf balls throughout. I emailed customer care, who after much back and forth (plus offering for me to return it to them for an inspection as they just ‘know’ from experience that it’s not faulty) they have now stopped replying to any correspondence. Customer care told me this was normal and that I needed to spend time teasing the wool back out of the golf ball clumps. I’ve spent over an hour doing this, and it’s still so lumpy to the point my toddler is telling me her pillow is uncomfortable. Essentially all it is now is a sad sack filled with half squishy golf balls and much area with no filling in at all. I tried to argue the point that it was advertised as ‘washable’ and that no where on the page did it state ‘washable but you’ll have serious work to do afterwards if you do wash it’ and the customer care (who became rude and impatient) said that this product requires regular maintenance like this! Again, this was mentioned nowhere on the product page. Who’s got time to spend hours on de clumping, flumping and teasing a pillow?! As I mentioned above, customer care now not replying to my correspondence, not issued a refund because they state the product is not faulty. The product has been missold and misrepresented as both washable and deluxe. Third party involvement is next.”

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Posted 11 months ago

“Terrible customer service and the comforter feels cheap. I ran my fingers over it and said "nope!" I followed their instructions for returns. Free Returns in the US they say. Well, now they say that I bought it from the UK... that is their fault, not mine. I paid in USD on a US website... they should honor their US return policies in the US. I want them run out of the US before anyone else falls for their scam. Do not buy...”

Helpful Report

Posted 1 year ago

“The stories here about the restocking fees, and how Woolroom uses them to get money out of customers who never receive an item, are unfortunately true. I imagine they've paid for most of these 5-star reviews, because their policies are predatory and their customer care leaves much to be desired. They're a very English company in that they do not care about you or getting you the product. They did not try to resolve my issue—I had to go hunting around and calling UPS for hours to figure anything out and then I relayed that information back to them, when someone in customer care reluctantly agreed to follow up on my lead. It's both cruelty and incompetence. There are many other organic/wool bedding companies you can purchase from. I'd recommend ones that are actually based in the US, as there are better consumer protections here.”

Helpful Report

Posted 1 year ago

“Not long ago I bought their mattress topper. Unfortunately I did not notice the blood stains when I received it. I noticed them few months later. I wrote to the company and explained the topper was used and had blood stains. As a result I demanded to be replaced with a new and clean one. They refused it! This company is not reliable and they do not care about their customer, they are ruining their reputation by denying customer care. Please do not buy from this company they sale returned, used and dirty bedding.”

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Posted 1 year ago

“Placed order on 6/30/23. Delivery scheduled for 7/7/23. UPS had the wrong address (due to ApplePay thinking my house number is on the other side of the street). Contacted Woolroom as soon as I saw the error and asked them to redeliver to correct address. They refused and instead told me that a 50% restocking fee would apply whether I wanted redelivery or wanted to cancel the order. Seems odd that the company would prefer to ruin their reputation rather than try and help a customer correct an address error.”

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Posted 1 year ago

“Do not buy this mattress. Edge of mattress has no support and if not careful you will roll off the bed. You must sleep in the middle of the bed or you will be leaning too close to the edge. Extra firm mattress which I ordered is extra soft and my entire body hurts in the morning. The smell of the wool pillows is wonderful for a few days and then it’s gone. Pillow goes soft and hard. I bought a more expensive mattress pad than suggested thinking it would be better but how wrong I was as I could not return mattress without the one suggested. The mattress pad is thick which is necessary to make up for such a badly constructed mattress. I was expecting a nice comfortable firm mattress but got a very inferior product.”

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Posted 1 year ago

“Bought some eco friendly wool pillows for my asthmatic son. The company states it’s chemical free and I wanted some more natural bedding. My son used the pillows for two nights but had to stall because the pillows gave him allergies and Asthma . I contacted customer service to explain as I was very surprised an eco friendly pillow could do this. They said it was probably the bleach used in the cotton casing. I thought the pillow was eco friendly, bleach is a chemist and not eco friendly. They said they didn’t describe it as I bleached! More importantly they didn’t describe the pillow as bleached, the truth, instead they called it eco friendly which is incredibly misleading. Even though it caused my don to become unwell and we were only a few days in to the 30 day trail they wouldn’t refund me as I didn’t have the original packaging!! I am a returning customer and I wasn’t expecting an eco pillow to firstly be bleached and secondly to make my son unwell. Very disappointed and what highly recommend you phone up and ask the right questions so you know what you are getting. This company do use chemicals!!!”

Helpful Report

Posted 1 year ago

“First, a big thank you to Ricky who has been exceptionally helpful and quick to respond. Second, I am thrilled with my new bedding. Purchased a new mattress and entire bedding set (pillows, covers, etc). There was no smell, and I was struck with how CLEAN everything was, upon unpacking my items. We've had a Tempurpedic for the last 10 years, and I hated that mattress from the start (smelled terrible, like chemicals). I truly believe it has been a contributor to my illness, plus, I was unable to sleep and had incredible hot flashes that woke me nightly. I've only had the wool bed for about a week and noticed that I am already starting to sleep again! I'm no longer woken incessantly from the hot flashes, and can only assume I'll soon be feeling better all the way around, because I'm no longer being poisoned every night. Sleep is a good thing! I remember that now! 😁 Thank you! Thank you!”

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Posted 1 year ago

“We live in a very old, cold house and I ordered the Chatsworth duvets for my children and us and they are worth every penny - so warm and extremely effective at keeping the heat in 👍🏻”

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Posted 2 years ago

“I received a defective mattress that measured 10" instead of advertised 12.5" and they are trying to convince me there is nothing wrong with it. They do not call back when you leave a message, and do not reply to your e-mails. The worst customer service on top of a defective product.”

Helpful Report

Posted 2 years ago

“Horrible company! It has been almost 2 months since I placed an order; I have not received it or any notification of the shipment. When I called they lied several times about the shipment status, promising it would go out but it never did. Absolutely terrible customer service. It may be fine for the UK but I do not recommend shopping with them if you are in the US!”

Helpful Report

Posted 2 years ago

“I will return the pillows and mattress topper I bought from The Wool Room because of the smell. Be warned. Everything I ordered smells like a petting zoo. I contacted customer service and they suggest putting the product outside to air out for a few days. So if it is so easy to get the smell out (It isn't!!) why doesn't the company just air it out for a few days before they put the wool inside the bedding products where it will be even harder to air out the smell? Because the smell doesn't go away!! When I called customer service and told them I must have an allergy to the wool because my eyes burn and water every time I get near their products, they emailed me back and said it is extremely unlikely I have an allergy to the wool. So they called me a liar! Here is a quote and the link from The Dermatology Center of NW Houston: Wool has been recognized as a common allergen since the 1930s. Contact with wool can cause itchy skin, irritated and watery eyes, and a runny nose if you have an allergy to the material. For many with wool allergies, wearing a wool sweater, scarf, or hat can also result in the development of painful bumps that ooze fluids, or skin that’s so dry, it cracks and bleeds. https://www.dermatologynwhouston.com/your-wool-winter-coat-and-lotion-may-be-giving-you-contact-dermatitis/#:~:text=Contact%20with%20wool%20can%20cause,dry%2C%20it%20cracks%20and%20bleeds. Sounds fun, right? And here from the AllergyHQ: Wool Allergy Treatment There's no permanent cure for wool allergy. However, antihistamines and allergy shots may be given to subdue the symptoms of the allergy. People with wool allergy should avoid products that contain wool. It will also be prudent to avoid products that contain lanolin, a natural oil found in wool. https://allergyhq.com/wool-allergy So if I want to keep the products I need to start getting shots. I can't wait!! I could not find anything on The Wool Room website that warns you about the smell or possible allergy. On the contrary, they advertise their products as good for allergy suffers. So I am here to tell you: The products stink! If you think living in a barn full of animals smells good, you may like these products. If you love burning itchy eyes, this may be your dream product. If not, do not buy them! And do not expect customer service to treat you with respect. If you complain about the smell causing your eyes to burn and water they will display zero concern for you. And they will force you to keep the offending products in your home for 60 days before you can return them. Hopefully at the end of my 60 days torture period they will keep their word and refund me for my suffering.”

Helpful Report

Posted 2 years ago

“Couple of months ago I bought on Woolroom website a mattress Shetland 13250 as special offer and paid £1091.60 which is absolutely staggering amount of money to spend on seconds mattress. The sales person assured me that all mattresses before they are dispatched are checked for condition and right tension. What I received is horrible messed up mattress which doesn't have any tension. The mattress is sold as regular tension mattress. I have 80kg and when I lay down on mattress I sink into the big whole and it is hard to get out. There is absolutely no tension or support in the mattress and for this reason I developed lower back injury. I now sleep on the sofa as I am trying to repair my back. I discussed this with Woolroom and they just told me that it is my fault that I bought second hand mattress and that the mattress was checked before shipping and they are not willing to take mattress back. I was naive enough to trust the Woolroom sales person that I will receive mattress in good condition and after I paid £1100,00 I received totally ruined mattress which caused me back injury. Please be aware of this company and don't be fooled as it is run by dishonest bunch with no integrity. And yes, I will make sure for mattress to go in the bin so that other people don't develop back injury sleeping on it.”

Helpful Report

Posted 2 years ago

“My husband, newborn baby, and I really enjoy our new mattress. We all sleep very well on it and after several months it's still holding up (no sagging). We ordered the king size with medium tension deluxe wooly mattress and both my husband and myself find it very comfortable. Enough give to be comfortable on the joints but still support your body nicely. I had trouble with payment as my credit card declined a few times due to fraud protection (it charges to the UK). However, this company did an exceptional job of handling the situation. After I talked with my bank to get things cleared up on my end, I received an email from an employee and then the owner himself offering to help. I went ahead and called the number provided and was helped by a very kind gentleman named Ricky over the phone who was able to answer all my questions and place my order successfully. I was very impressed by the way this business is run. Seem like honest, genuine folks. I had no issues with shipping, it actually came a little earlier than expected and arrived in good condition. Would highly recommend this mattress and this company. Great people, great mattress. See pictures of unboxing.”

Helpful Report

Posted 2 years ago

“First off after waiting almost a month for delivery I called the company and discovered they'd attached my order to someone elses address, so it took a long while to receive it. I tried to return the topper as it was uncomfortable but was told it was past the return window by a week, I asked if they could make an exception seeing as they had screwed up and my order was extremely delayed, the guy said he would email his boss and get back to me and that was the last I heard from them. Now the mattress is giving me sciatica and my wife shoulder pain, we can not sleep on it anymore and have wasted $4000 on the bloody thing. One of my worst purchases ever and after reading the reviews it seems we are not the only people to experience this situation, the mattress creates pressure points and is deeply uncomfortable. Now I'm seeing a chiropractor to try and fix the sciatica this mattress caused. I deeply regret buying this expensive mistake.”

Helpful Report

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	99%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Live Chat

The Wool Room Reviews