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

“They never completed my return and never got back to me on my second attempt to get it fixed.”

Helpful Report

Posted 5 years ago

“I bought the deluxe mattress topper about 18 months ago along with a deluxe wool pillow. To be perfectly honest the mattress topper has made no significant difference in comfort or heat regulation. The pillow was a pain as I had to take it out of the pillow case and protector to fragment/plump up the wool inside every other day, what a pain that was, I have since discarded it. The cost was nearly £250 a total waste of my hard earned money, I would not recommend these two products. M.B. Sheffield”

Helpful Report

Posted 5 years ago

“I placed my order almost a week ago and have received no email that it’s been shipped, when they expect to ship it, or why they haven’t shipped it. Just an order confirmation. I understand England has no Thanksgiving so I don’t understand the delay. And then I got an email today about how fast their shipping is.”

Helpful Report

Posted 5 years ago

“We ordered a double Duvet when we should have ordered a king size yet when returned it we were told the duvet and the bag was covered in hair and the return was not accepted and we wuold have to pay for it. when we then recieved it back there was 3 small hairs on the bag about 2 cm long. not exactly covered in hair. clearly a con to get us to pay for it. dont buy from these cowboys.”

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Posted 5 years ago

“I received my international shipment in a box that was severely damaged, with the product exposed and dirty in several places where the box was torn. Better packaging should be used for international shipments.”

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Posted 5 years ago

“Bought a mattress protector. Arrived opened on a rainy day so was wet. Haven’t tried it yet as drying out. As review asks if damaged have said yes as damp.”

The Wool Room 1 star review on 4th November 2019

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Posted 5 years ago

“The blanket makes too much noise when you touch it. I don't think we would be able to sleep with it as I move a lot and it would annoy my partner.”

Helpful Report

Posted 5 years ago

“Very disappointed on receipt of the pillow, it had zero substance, immediately failed pillow test (see YouTube). Ordered extra filling which arrived but was shocked that its only about 2 handfuls of wool. To make the pillow of any substance you would need at least 5 extra wool packages. Sent the pillow back, Woolroom refused refund, plus never returned Pillow, as we used it, although the pillow was kept in its cloth package and pillowcase, they still refused a refund or returned the pillow. I will not use the Woolroom again, overpriced and a poor product, buy an Eve or Simba pillow instead much better product”

Helpful Report

Posted 5 years ago

“Very confused as to why the newer undied cotton cover to wool topper has shrunk 6 inches at the sides only. I have an original white bleached topper which has retained its shape and size through years of washing. It is a double and would now struggle to fit 4ft bed. It has the same wash in wool/ silk wash at 30 degrees and is left over 3 hangers flat for days to dry. At 200 pounds a very expensive item we now can no longer use. We bought another to make sure we always had one to use in rotation.”

Helpful Report

Posted 5 years ago

“Be warned - don't try to change anything in their automated system - they don't have the flexibility to handle it. I ordered a mattress protector and all I asked was for the delivery to be delayed until I got back from holiday, I did check this was possible before I ordered! I informed them in advance by email, as advised. No problem they said - then I entered the automated world of The Woolroom... Various emails exchanged, including with Chris the MD - lots of assurances that the order would be on hold until I got back and they would send it out then - but what happened was very different. The order was in the system and was still sent - I wasn't there, it got sent back by the courier, they said they sent a refund - I haven't received it yet. They tell me to order again, 'apologies it slipped through the system'.... but why would I when I already paid for items I haven't received? - get the picture Such a shame - I liked the concept but seems like automation rules here... #ThisIsWhatHappyFeelsLike - I don't think so...”

Helpful Report

Posted 5 years ago

“Disappointing service, seriously let down as item never arrived. Had to wait longtime for refund. Got the product elsewhere in the end. Won't use Woolroom again.”

Helpful Report

Posted 5 years ago

I am sorry to hear of the service you have received. I have had a look back at what has happened and can see there were some issues surrounding the delivery. I can see you placed the order on 9.07.2019 and delivery was attempted on the 10.07.2019, where DPD have unfortunately attempted delivery to the right street but not the right house. This is very unlike DPD and very unusual, we then called and asked DPD to return to you later that afternoon and provided special instructions and asked them to call you if they were still struggling to locate you. It seems the driver has gone back to the wrong house again despite our best efforts and additional infomation. Understandably you then called and asked us to cancel the order on the 11.07.2019 which was actioned and a refund issued at that point, these can take 3-5 working days to appear back on your account. The order then came back to us on the 12.07.2019 after the refund had been processed. We are very sorry for the unfortunate events that led to you having to cancel the order and shop elsewhere, again this is very unusal for DPD and they are normally very efficient in their deliveries. Thank you for the feedback, we will take this on board. Woolroom

Posted 5 years ago

“So far the review is only about communication since I didn’t receive the comforter yet, nor I received any confirmation that you received my order and processing it. So far I only saw my cc was charged”

Helpful Report

Posted 5 years ago

I am sorry to hear you have had a lack of communication. I can see we emailed you confirmation of your order the same morning you placed the order, sometimes the emails can go into the junk folder if it is a first time order but we did send it for you. I can see FedEx have delivered to you today on the first attempted delivery and the order was shipped the day after you placed the order. I cant see that FedEx have emailed you about the delivery so for that I do apologise and we will ensure they have email contact for all customers. Thank you for the review and we hope you are happy with youre order. Woolroom

Posted 5 years ago

“Avoid purchasing anything from here at all costs. I wasted my money on the "All season" comforter which is two comforters in one that you can separate. The day I received the comforters, this company put them on sale and refused to honor the sale price because thy had "already shipped it", which is a meaningless response. That's code for "we don't care about your business and choose to abide by our random made up rules". I used the thinner of the two comforters during a night when it reached the 50's and was so hot I had to remove it within three hours of falling asleep. When I reached out to them they tried to blame it on my bed and bedding. For the record, I sleep on a 100% organic wool mattress pad and 100% organic percale sheets. I've never felt that hot sleeping in my entire life. They refused to take it back or exchange because I already used it. Fair enough, "can I return the one I didn't use"? "Nope, it would break up the set". Don't waste your money here. Use a company that respects their customers and actually wants to build a relationship long term.”

Helpful Report

Posted 5 years ago

Thank you for the feedback Mr Sullivan, I understand you have been in contact with our MD Chris whio has offered some advice on why you may been feeling a little warm when sleeping with the new wool duvet. It can sometimes take some time for your body to adjust to a new sleeping enviroment and we try to offer the best advice we can to ensure our products work the best for our customers and hope that in turn the duvet will start to work and give you the feel you were looking for. I can also see the price difference has been honoured for you and refunded back to PayPal for you. Thank you, Woolroom

Posted 5 years ago

“The product's fine, thanks, but the constant mithering about providing a review is getting tiresome. Can you please give it a rest now.”

Helpful Report

Posted 5 years ago

Hi thank you for taking the time to respond. I apologise you feel that you have been contacted too much to write a review and I will look into this. Our normal practice is for our customers to be contacted twice, once for a review of our service by reviews.co.uk and the other for a review of our product. We find feedback extremely helpful to ensure that our customers enjoy the best possible experience with woolroom. Kind regards. Karen

Posted 5 years ago

Thank you for taking the time to leave us this review. We're glad that you're happy with your purchase, but sorry that you're frustrated by the amount of review emails we've been sending you. You should only receive 2 requests. 1 for a service review on here, and 1 for a product review on our website. We're very sorry that you believe that this is too many, and we'll be sure to review this moving forwards. Should you wish to discuss with us, please don't hesitate to get in touch by emailing info@thewoolroom.com. Kind regards, Adam

Posted 5 years ago

“As of today I have not received anything from your company.”

Helpful Report

Posted 5 years ago

“The pillows do not perform as they say. They do not help with the sweats, and they are hard as a rock. We bought the extra wool, but there is no way to stuff the pillow because it is sealed.”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us this review. We're sorry to read that you're not enjoying your pillow as thousands of others do! It would appear that you bought our Luxury pillow which is not an adjustable product. This is why you cannot add the extra wool, which is for the Deluxe range pillow. While I appreciate that this is frustrating for you, the product title is 'Extra Wool for Deluxe pillows' and the product description clearly states that too. As for not helping with nightsweats, these pillows are scientifically proven to help. It's not just a claim. Can I check whether you're using all-natural bedlinen and not polyester/synthetic? Synthetic fibres are derived from plastic, and therefore inhibit the benefits you'll get from a lovely natural product. I do apologies again that your experience with Woolroom and our all-natural products has not been a pleasant one. Kind regards, Adam

Posted 5 years ago

“Useless delivery service who cancelled agreed third party delivery location with no explanation at the last minute and then would not release from depot when I attempted to collect, very disappointing when a premium is paid for the products. Would far rather pay for a secure delivery.”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us this review. I'm so sorry to see that you have had issues with the delivery of your Woolroom parcel. Unfortunately, as you've not left your name or order number I'm unable to look into your order/contact you. If this is still an issue, please feel free to contact our customer service team on 01780 461217. Again, please accept my apologies on behalf of our courier. We very, very rarely experience any issues. Kind regards, Adam

Posted 5 years ago

“You sent me wrong size item and I can’t find you to talk send me pls my king comforter”

Helpful Report

Posted 5 years ago

Hi We are sorry that you have received the wrong size comforter. We hope everything has now been sorted but we are available to be contacted by e mail which we like to respond to within 24 hours and usually less , telephone (Monday- Friday 9 am - 5.30 pm) and Live chat . Kind regards. The customer service team.

Posted 5 years ago

“The mattress is great but the company has failed to secure all its customers data and had been hacked. Yesterday we received an email purporting to be from them asking us to download files from a very dangerous site. I called them they know about the hack but refuse to tell their customers their identities are in danger.”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us this review. I would like to confirm that one Woolroom email address held on the Microsoft cloud platform was hacked yesterday and a fake WeTransfer file with a dangerous attachment was generated and sent to email addresses that had been sent direct messages on this one account. As soon as this was realised this was immediately escalated to WeTransfer who deleted the attachment so this could not be opened and thus eliminated any threat to recipients. In addition, subsequent extra security measures have been taken by Woolroom on all its accounts and extra malware and virus scans have been undertaken across the business to ensure there is no further threat. Woolroom can confirm that its customer data is stored completely separately and has not been compromised, and as such this is the reason that the customer database was not contacted. I can absolutely assure you that Woolroom does not store any credit card details, so there is no risk there. Please do accept our sincerest apologies for any inconveniences on behalf of these corrupt low-lifes. Regards, Adam

Posted 5 years ago

“I had an issue with a duvet shrinkage after dry cleaning , before dry cleaning i phoned there advice line and no answer , they just blamed the dry cleaners who offered as a goodwill a refund but assured me it was done correctly , no help from the woolroom , will not buy another woolroom product”

Helpful Report

Posted 5 years ago

We are sorry to read that you have not had a good experience and that your duvet has shrunk. Woolroom offers both machine washable and dry clean only options in its bedding ranges allowing our customer the opportunity to make the choice that suits their needs. I believe that in your case you chose one of our Classic duvets which would need to go through a dry clean process. The three things that could causes wool to shrink (and ultimately felt) are heat, agitation and mechanical intervention. It is our belief that as we have had no other complaints on the dry cleaning of our Classic range of duvets this is the cause of the shrinkage on the duvet. As regards not being able to contact us I apologise that you were no able to reach us. I confirm that do we offer Customer Service via phone, e-mail and Live Chat 7 days per week with guaranteed availability between 9.30am and 5pm and answer all calls within 30 second so apologies if you were unable to get through to us. We are happy to discuss this further if needed, please do not hesitate to contact us. Woolroom

Posted 5 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