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

“I would have much preferred fewer bits of marketing nonsense, and a better quality product. I bought one pillow. It came with 3 (three) different labels, all very pretty and tied up with wool, telling me at length how wonderful the company is. There was also a 10 percent off voucher, for my supposed next purchase. I think not! The pillow came in its own fabric bag, with a handle and a zip - as if we all walk around carrying pillows like they were handbags. Meanwhile, the pillow itself is filled with lumps, has gone flat and even lumpier still after only 2 nights, and it has no zip (of course, the zip went to the "pillow bag" instead) so there is no way to get to the filling and it even out. Here's a suggestion, Wool Room: how about you spend the money and creativity as well as the attention to details, on product quality rather than utterly useless gimmicks like poetical labels and carrier bags for your pillows?”

Helpful Report

Posted 7 years ago

“Recently purchased a new mattress with a memory foam topping. After some time it was identified that chemicals present in the foam were causing me skin problems. The hypoallergenic woollen mattress topping was purchased to sit on top of the existing mattress to form a barrier from the foam. This works fine but the woollen topping creeps from the sides of the mattress towards the centre during the night which therefore still exposes the foam topping. A simple design change can remedy this problem by adding an additional arc of woollen filled topping to both sides and secured underneath the mattress with elastic tape. Please see attached drawing. It could also be added to the ends likewise but ends are not really the problem. The valance would have to be adjusted accordingly.”

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Posted 7 years ago

“Still waiting for delivery and no time has been given. I was very unhappy to discover that Ian had left the " you were not at home" notice sticking to the middle of my door. Great advert for burglars! Not great for Wool Room!”

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Posted 7 years ago

“I have purchased a fair amount of products ($1000's) from the 'woolroom' over the past couple of years (good products no doubt) unfortunately the latest orders the deliveries are still incomplete and well past the agreed delivery dates. My bed arrived earlier in the week and delivery did not know anything about a headboard! So then the headboard eventually arrived accompanied with 4 bolts? So what do I do with these 4 bolts then? The deliverer was not interested. So no instructions how to fit the headboard noting I already paid for the fitting service. Poor logistics then? Please let me know when you will deliver the remaining order along with (hopefully) instructions for me how to fit the headboard?”

Helpful Report

Posted 8 years ago

Good Morning Mr Pattie, Thank you for the reviews you have sent through, we are sorry to see your bed and headboard delivery was not a smooth sailing as your initial delivery. You have raised a very valid point and one that we are in the process of resolving. Unfortunately, at the time of your delivery the Silver delivery service we offered advised delivery to room of choice, installation of product & removal of packaging, meaning they would remove the old bed/mattress like for like, I am very sorry that this was not made clear to you and outlined in more detail when you placed your order. As the beds/mattresses and the headboards come from different warehouses we were unable to guarantee the delivery on the same day (we try our best to organize this) but on this occasion, it was not an option. Whilst the headboards are standard for fitting we appreciate it is not ideal when you have paid for an installation service that the headboard is not installed at the same time as the bed being delivered. For this reason, we have outsourced the delivery of beds and headboards to a new delivery company who will only make the delivery once both parts are ready for shipping meaning they can install the bed and headboard at the same time therefore preventing any delays or inconvenience of deliveries on different days. We understand this does not help the situation you were left in and apologise for the inconvenience this has caused you, we thank you for your feedback and hope that you are pleased with the quality of the bed and the other items ordered from us. Best wishes, The Wool Room Customer Service Team

Posted 8 years ago

“I ordered two items online and chose click and collect, believing that it would be faster than home delivery. However there was a stock issue with one of the items and I received no communication to make me aware of this stock issue. Two weeks later I went to my nearest The Wool Room shop to ask the manager who checked the order status and it was 'pending'. Only after main office was prompted, under my instruction to this manager, did they offer to cancel the out of stock item and deliver the other item to my home address 18 days after order. The manager of the shop was profusely apologetic, however staff at the office were indifferent and I received no apology from them. Good product, poor service!”

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Posted 8 years ago

“Thought i would write a long term review of the king size mattress topper. On receiving the item both my wife and i were very happy with the extra layer between us and our memory foam mattress, although the 10cm thick claim is very ambitious. We enjoyed extra comfort for a few months but after a year of owning the topper there is very little thickness left to it no matter how much plumping, shaking, washing etc is done to the topper. If i were very generous it is now at best 3cm thick so the 10cm thickness turns out to be 70% air that you cant get back into the topper by plumping etc after a year of use. So a very expensive topper also strange how the description no longer mentions the 10cm thickness, I wonder why???”

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Posted 8 years ago

“I ordered mattress and from the website it appeared to be in stock. No mattress sign of it after 2 weeks and idea when it will be dispatched. Yet had email which said protector and mattress was on the way AFTER the protector arrived.”

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Posted 8 years ago

“Dear All at Wool Room, Your initial advert gives the impression that a mattress could be delivered in 70 hours. My first enquiry about a delivery date was by e-mail. I received no reply from you to that. When after a week or more I phoned your office I was told it would be delivered in 7-10 days. Fine no problem. After 12 days (Friday 3rd Feb) we get a message from your delivery people at 9.06 in the morning asking us to confirm Monday 6th Feb for delivery. We were out. On coming home we phoned the delivery people as directed, to say Monday would be fine. Too late, the deliveries had already been planned. Can't do it until Saturday 11th of Feb. We had got rid of the old mattress on the understanding delivery would be within the 7 to 10 days. Not overly happy about that.”

Helpful Report

Posted 8 years ago

We appreciate your feedback Mr Nutter, we sincerely apologize for the delay with your mattress delivery. The 72 hour delivery time scale you had seen on our website was changed before Christmas to the 7-10 day lead time as we had anticipated the couriers would have a much larger work load than normal due to the time of the year. They did have some issues with clearing their back log in the New Year and into February which did impact on your delivery times, and once again we sincerely apologies for the problems that this has caused you. I do hope though that you are finding your new mattress comfortable despite the delivery issues. Apologies again. Best wishes Jackie, The Wool Room.

Posted 8 years ago

“Delivered completely the wrong product first time round. Second time round, inadequate packaging was used, the seal did not hold and the items arrived in a soiled condition.”

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Posted 8 years ago

We are so sorry that you have had issues with the deliveries from us, I am concerned to hear that you received your replacement delivery in such a poor state. If you would like to phone our Head Office on 01780 461217 and we can arrange an exchange of the damaged items. Apologies again The Wool Room.

Posted 8 years ago

“I ordered a superking mattress and expected it delivered within the week. I called The Wool Room when I only received half of my order and was informed that the mattress was out of stock and I would have to wait at least 2 weeks. I was informed that it was an error that I wasn't informed at the time of booking and that there was nothing that could be done to improve my situation.”

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Posted 8 years ago

Good Morning Hazel, Please accept our sincere apologies for the problems regarding your mattress order. I apologise that you were not informed of this until you contacted us again. Please call our Head Office again if you have any further concerns about your order. Kind Regards, Katie at The Wool Room

Posted 8 years ago

“I purchased a firm 9000 deluxe mattress which we did not like. We found it far too firm and uncomfortable. I contacted the Wool Room after 4 days to let them know that it was far too firm and was told it was not a problem and that a replacement one in medium would be delivered to us. We conform to the guarantee criteria of purchasing a new enhancer at the same time. The delivery was arranged for 11th November, the delivery company emailed on 10th November to inform us that the mattress had not arrived with them in time for delivery and they would re arrange delivery with us. I have not heard from the delivery company. I have contacted the Ipswich Wool Room on three occasions and do not hear back from them. I am disappointed in the service which I have been given and am concerned about the amount of time that has now passed and whether or not my guarantee will be honoured. I cannot at this stage recommend the Wool Room.”

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Posted 8 years ago

“DELIVERY. Your courier service: -Monday morning 14th November, I had an email from you to say the parcel was on its way. - I had an email from the Courier to let me know the parcel would be delivered on Monday 14th November between 2 and 4 - Contrarily I had a different email and text from the Courier Service to say they hadn't actually received the parcel from you consequently instead the parcel would be delivered the next day, or at my convenience. I emailed the courier to arrange delivery on Wednesday 15th November. I carried on with my life and business. I had calls to make, leaving the house on Monday 15th in the morning - worked all day got home that night at 21:30. The parcel HAD been delivered that day, sometime. It had been left at the front door. It poured with rain all day. The box was wet and cold. The duvet was not in protective plastic. And although not damp was very cold having been left outside for I don't know how long. Not impressed”

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Posted 8 years ago

I sincerely apologise for the issues with the couriers Mrs Dolan, we will certainly pass on your feedback to them. Usually customers are able to arrange the best day and time of delivery directly with them, as you had done, but on this occasion the system failed. Many apologies again and if you wish to discuss the issues further please feel free to contact us. Best wishes Jackie. The Wool Room.

Posted 8 years ago

“With 2 superking-sized wool duvets, these plastic poppers are hopelessly inadequate; the poppers come apart, so the 2 duvets constantly separate and bunch up inside a duvet cover. Some of the poppers don't close firmly enough either and swiftly come apart, even just when the duvet cover is being changed on an empty. Plastic poppers are simply unsuitable for 2 duvets of this weight. It infuriates me every time I have to change the duvet cover; no matter how you try, the damn things separate and I end up with a lumpy, unmanageable, uncomfortable duvet.”

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Posted 8 years ago

“I'd give you a review if I had already received my comforter and had enough time to evaluate it! I'm still waiting for what I had ordered.”

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Posted 8 years ago

International delivery does take longer im afraid Tony, but I hope that you are now enjoying your new comforter . Thanks for your feedback Best wishes

Posted 8 years ago

“Order placed at 17:30 on Wed 28th September 2016. Payment by Paypal. A week later, the status of my order had not progressed so I contacted the company, to be told that one item had not been in stock but had been received the previous day (Tues 4th Oct). I asked why I hadn't been informed of this, and no satisfactory answer was provided. Despite my items now being in stock, my order was still not despatched until Mon 10th and received on Tues 11th October. In this age of instant communication, it's unacceptable not to keep customers informed and I consider 12 days to receive, what appear to be, standard stock items very poor customer service indeed. Only the quality of goods stopped me from rating 1 star.”

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Posted 8 years ago

Our sincere apologies for the delay Mr Wilkes, we should have kept you informed of the progress of your order and you raise valid points that we can learn from. We appreciate your comment about the quality of our products and I hope that ,despite the delivery issues, you enjoy your purchase. Many apologies again. Best wishes Jackie, The Wool Room.

Posted 8 years ago

“I find the super light duvet far too hot, I wake during the night dripping. My pillow and duvet cover wet with sweat. I am extremely disappointed with it and will go back to my very cheap, synthetic duvet.”

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Posted 8 years ago

We are sorry to hear of the issues that you have had Mrs Gough, we are naturally very proud of our bedding and scientific studies have show that wool gives superior temperature control, but on this occasion we are sorry that you havent experienced the benefits that wool bedding can give. Best wishes Jackie, The Wool Room

Posted 8 years ago

“The Woolroom products are of unequivocal quality and immensely beneficial to my medical condition, however it is such a shame that their customer service is lacking and there are three issues to name; poor communication, questionable stock and dubious "white gloved" delivery service. Nearly every time I have contacted The Woolroom I have waited days for a reply and had to send chaser emails, eventually going through the managing director to attain resolution. I paid for the silver delivery service. My Luxury 9000 double mattress was delivered by two "Panther" couriers who had dirty hands and showed no care in the transport of the mattress e.g. dropping it on the ground off the lorry, I received a marked/dirty mattress in torn old plastic that had been obviously re-tapped with a previous delivery notice dated 15/2/2016, indicating that it was old stock. When I made my order end of May 2016 I was informed that I would need to wait 6 weeks or so for the mattress to be made, which I was more than willing to do. Miraculously a few days later I was informed by telephone that a Luxury 9000 mattress was now available. I question whether this mattress was actually brand new and I do wonder what truly happens to the returned "30 day sleep guarantee" mattresses. I insisted on the mattress being replaced through a different courier Network 4 as The Woolroom did not provide any reassurances that the difficulties with the Panther couriers had been resolved. If there was another company in the UK who provide these quality products to support my medical condition, then I would have cancelled this order with The Woolroom. I really hope that The Woolroom will seriously look to improving their customer service.”

Helpful Report

Posted 8 years ago

Thank you for the feedback, we appreciate your patience following the terrible delivery outlined above. You raised points that of course will be followed up with our account managers as this is certainly not the service we would expect any of our customers to receive. We can only apologise for the delays in response and will look to manage issues in a more timely fashion to ensure customers are not waiting for a resolution without any updates. We really hope you can enjoy the mattress as they are very lovely and hope that this unfortunate mistake doesn't take away from your experience and enjoyment of the wool product ordered. Once again thank you for outlining the issues and for allowing us the time to resolve the issue for you. Best wishes, The Wool Room

Posted 8 years ago

“I like your products and have bought things in the past. My last order was a problem. I ordered two sale items and my order went through. This was on the 2nd or 4th of April. A day or two later, I received a phone call to say that the items were out of stock and should not have been shown as available. Checking my credit card statement yesterday (15th) I saw that my payment had not been credited back to me. I rang and did receive an apology and the payment has now been credited back to my account but this was not the best service.”

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Posted 9 years ago

Im so sorry there were problems with stock availability on your last purchase with us Ms Paul, and that the payment issues were not rectified sooner. I can only apologise again and hope that it hasn't deterred you too much from shopping with us in the future. Many apologies Jackie , The Wool Room.

Posted 9 years ago

“I ordered the deluxe wool pillows late at night while lying in bed on "uncomfortable" pillows. I liked the idea of adjusting the filling and have a wool mattress topper so had high hopes for these. I have tried using 1 pillow , 2 pillows, full filling to very little filling and just about everything in between, even altering things in the middle of the night , but every night in the last 4 days since I had them I have had to revert to my old pillows during the night. They are definitely good quality and I'm sure they're perfect if you choose them for allergy reasons but for comfort they're just not for me. The have the same effect as memory foam ..feels great to start with but then just settles like a rock. Unfortunately £80 wasted for me as I can't send them back ( I misread the 30 day money back guarantee in my haste to order them )”

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Posted 9 years ago

Hi Helen, I'm really sorry to hear you're not loving your pillows. I believe my colleague Lewis has been in touch to discuss this further with you. If you need to discuss further, don't hesitate to give us a call on 01780 461 217. Kind regards, Adam

Posted 9 years ago

“Two weeks since ordering and still no delivery, due to stocking issues... not particularly proactive customer support either.”

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Posted 9 years ago

I'm sorry to read that you had problems with your order and want to apologise for any inconveniences that may have been caused. I do believe that you've now spoken with our Managing Director, Chris regarding these issues and all has been remedied. Don't hesitate to give us a call if you need to discuss further though. Apologies once again, Adam The Wool Room

Posted 9 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