Willow FabricsArvostelua 

I ordered a quilt that cost $170, on sale! It took weeks to arrive and was made of poor quality materials. When I asked how to make a return and get a refund, I was asked to send photos, which I did twice, then they asked for more photos.

Ordered a project pack on the 13th October. It is now the 11th November and still no project pack delivered. On checkout it said 3 to 5 delivery days. After a week I emailed them and was told it can take 28 days. Checked the delivery information on the site and it says 14 days for project pack. Emailed again. They keep saying they will chase it up but obviously not. I could of got the thread and aida within a couple of days of ebay at a higher cost. I have ordered in the past. Years ago and got it within a week. I will contacting every few days now until I get a refund or my project pack.
Updated. 14th November. It got sent out with royal mail. Then they requested it back. They said they didnt but I got it in black and white that's what happened. Straight after that i went through paypal and got a refund back. I lost interest in the project pack i wanted to stitch

Poor service…..ordered a project pack and to be fair I didn’t spot that they can take 14-28 days to come, which is frustrating when you want to complete something for Xmas. It arrived around 15 days after. My main issue is that when the pack did arrive it was missing an item, I’ve left two messages (line says they are busy)and sent an email with a photo,before opening packet to show item missing but still no response. I won’t buy from them again I could have bought the items cheaper from Hobbycraft. Very poor experience.

Update…missing item arrived, absolutely no response to my messages or any apology..not the way to do business especially as promoted by leading magazine in this field

My review is based on ordering project packs only.
Their website needs a serious overhaul as it is displaying incorrect information.

Beware: if you are ordering a project pack before issue 419; IT IS NOT 3-5 DAYS processing/delivery time as stated.

Delivery can now take up to 28 days (UK). This is also not displayed in the delivery information (when you have finally found it!) I am a generally a patient person , so I don’t mind waiting; if I am made aware of the correct waiting period from the offset!

I was lucky enough to receive fast responses to my emails. Although, you will get fobbed off and It was put on me (for not seeing the correct delivery information) for purchasing packs from issues that were originally released in 2021 (Even though you can still purchase digital copies of back issues etc).

The packs arrived just over 3 weeks from the order date. Tbf, the packs were complete and of good quality.

Nightmare of a company. Im Constantly sending emails about items not received. They use excuses like not enough staff holidays etc. I recommend you dont buy from them. I ordered beginning of August stil not received all of my items to be honest ive given up now. They wear you down. Order from other embroidery suppliers 😞

Very poor service. Only positive was the customer service lady, Jenny, very helpful. Placed my order on 07/07/2025, after chasing finally got part of my order 01/08/2025, missing some bits. To this date, I still haven't received the rest of my order despite chasing and really can't be bothered anymore. I order a lot of craft supplies so I would have been a new regular customer but after this experience, I will never use them again, would not recommend.

For my very first (and last) order, I ordered a Project Pack for a design from the Cross Stitcher Magazine. When I finally opened the pack, there were 6 skeins of DMC floss missing. As you do, I sent an email asking for a resolution but heard nothing back, so I sent another email. I left it a couple of days and still after nothing, I rang their number…which at first said it was busy and then asked me to leave a message and they’d get back to me. After still not hearing anything, I got in touch on Instagram and yes, you guessed it, NO REPLY. It honestly would have been cheaper to have bought the separate skeins of DMC floss from somewhere like Hobbycraft but I decided to do a good(/better) deed and support a more independent business. Sadly, it’s therefore my first and very last time purchasing items from this company!

This company is a joke .
According to them delivery can take up to 4 weeks even if you pay 1st class. I use Royal Mail all the time and they take maximum 2 DAYS .
It was a challenge asking for a refund NO ONE ANSWERS THE PHONE OR EMAILS .
I tried all day wasting my time and then when they finally did they said they would refund me.
Well I got my refund 7 DAYS LATER
Again NO ANSWER TO PHONE OR EMAILS.
ABSOLUTLY DISGUSTED THE WORST CUSTOMER SERVICE THEY REALLY SHOULD NOT BE TRADING.

GLAD TO SEE THE BACK OF THEM.
4 WEEKS FOR DELIVERY !!!!!!!
STAY AWAY PLENTY OF DECENT TRADERS WHO SEND NEXT DAY AND ANSWER THE PHONE.

Very disappointed with the service from this company. It took 7 weeks for my order to arrive despite numerous emails to a less than efficient customer service. Firstly they didn't let me know that the item was out of stock, in stock when I ordered. Then excuses about courier companies not turning up to collect my order. Was it just my order or everyone else's who ordered at the same time? When they did eventually send it out they put the wrong address on the label. I received the POD 2 weeks after delivery so extremely lucky that the people it was sent to didn't stick it in the bin as we were completely unknown to one another. I feel sorry for customers from abroad as they can't send out orders properly in this country so how they'll manage I don't know. Also it was a good job the item wasn't a gift as it wasn't in the right box, had splinters(a clip frame for cross-stitch) and the fittings didn't fit!!! Luckily hubby sorted the last two out. I definitely won't be using this company again

I placed an order 24th Jan, with express shipping and heard nothing since!

This is my first time placing an order and my last. I buy the crossstitcher magazine and purchased there stitching kit with willow fabrics.

I e-mailed multiple times and called multiple times leaving my name and number as per the voicemail request. No one got back to me.

I had to do a chargeback with my bank to get the money back as I had not contact from the store and no order!

After some miscommunication, I was contacted by phone with a personal apology, and the company went above and beyond to then rectify an error, send my order with next day delivery and include a hand written apology and gift. I am very happy to recommend this company to others.

My item was dispatched on the 29/11/22. I paid for first class delivery due to the impending strikes. It’s a small package which up to this day has still not arrived. The company are now refusing to refund as I’ve not waited long enough. So they have my money but I have no parcel. Disgusting customer service. You informed me that you don’t provide tracking. Maybe it’s best not to send out parcels when you know the next two days there will be strikes.