We ordered an entry way bench and shoe rack. This was in June of 2019. The item(s) were supposed to be assembled and to us within 30-45 days. We received 1/2 the piece (in pieces) in September (90 days) and were told the second piece would be on its way in a few weeks. It’s now November, we do not have the second piece, nor can I dispute my charges with them because it’s past 60 days since my card was charged. I have been provided no tracking number and they are refusing a refund on my items.
This is 100% a scam.
DO NOT BUY FROM THIS COMPANY!!! I ordered a Sullivan sofa table on 23Jul19 (cost of $149). I had to call and email Wood & Spool at least 10 times to find out what was going on with my order. I was told in Oct that my table had been lost by UPS and that Wood and Spool was working on a replacement table. EVERYTIME that Jaime E (the owner) provided a date for completing or shipping the replacement table it turned out to be bogus. I requested a refund on 7Nov19 and Jaime E “pretended” to process the refund. I say she “pretended” to process the refund because the $149 could not be collected from her bank by PayPal.
WOOD & SPOOL DOESN’T HAVE $149!!!!
***DO NOT BUY FROM THIS COMPANY
I have had a similar experience to other people below, and I warn others of sending money to this company.
I ordered a cabinet in July. The company took the money for the cabinet, and told me it would take about a month to ship. After a month passed, I emailed again in late August to check on the status of the cabinet. They told me it would ship at the end of the month. Nothing arrived. I called a week later, and spoke with a woman named Jamie *** who said the cabinet was scheduled to be delivered by the end of the month (September). Nothing arrived at the end of September, so I emailed again. The woman told me the cabinet was warped, and they had to remake it, but it was scheduled to be shipped the next day and that I would receive a tracking number. No tracking number or package arrived, so I emailed again in early October. She told me she would check with the shippers to "see what was going on." Two weeks later I received a text that I had a tracking number, but UPS was waiting on the item to arrive at the warehouse prior to shipping. It is now November 10th, and I have not received the cabinet I ordered in July. I emailed again asking for my money back, but she did not respond. I'm convinced that this company's website lures people in, but never follows through with the items people have paid for. It's a scam. Don't buy from them!
I usually don’t write reviews but I have purchased two custom pieces of furniture from wood and Spool snd was curious about others experiences. I was surprised to find any negative comments at all. I absolutely love the work they do. In my opinion, it does take a while to get an order from them but not unusually long for handmade products, especially for the price. They were always been extremely polite and professional when speaking with them on the phone. Yes there is a wait but in my opinion it’s well worth it. Would recommend. I love my new coffee table!
This company is a scam and I am leaving this review so others won't lose their money. I ordered on Aug. 9 and they kept delaying the order for weeks and weeks. Finally they told me, the shipping department is going to send you a tracking number. But, the shipping department never emailed me a tracking number. I emailed back and the owner said "I just wanted to check in and let you know that we have our shippers running a trace on your bench. They confirmed that it was picked up by UPS but there does not seem to be any information on it after that." I asked for a tracking number and they refused to send a tracking number. To me their refusal to send me a tracking number was the final evidence I needed to prove that they have been lying.
They now have the audacity to say that instead of giving me a refund they want to make me a replacement order! And after they said the first round that there was no possible way to speed up the order, they now are saying that they can speed it up and quickly ship me my replacement! They are contradicting their own words, since they said before they cannot speed up hand crafted wooden benches. This is definitely a scam. DO NOT GIVE THIS COMPANY YOUR MONEY.
This “company” is a total sham! (WoodandSpool.com) My experience reflects what Jessica M. experienced in her review. The difference is my order was a set of small spice racks. I contacted W&S well after their suggested 14-21 business days to ask about the status of my order. No one answered the phone; I later received a “form” text message stating they would get back to me. Three days later, no one from W&S has contacted me, so I tried calling again, no answer. I text them back, W&S then sends a message saying my order has shipped and provides a tracking number, the tracking info states the package is waiting to be picked up. I get the same message for 5 business days. I contact W&S again and get a message that the order was lost in shipping and that they had to make a new set of shelves. I finally get the spice racks after 60+ business days and a lot of back and forth with whomever was answering the text messages. The shelves were not the quality I expected, they are made from a soft pine, white washed, and have no varnish. I chalked it to $45 poorly spent.
However, my experience with W&S has lingered and I now feel compelled to warn everyone else to stay away from Wood and Spool. Most online services will only charge your credit card after your item ships. W&S charged my card right away and sat on my money for 60+ days. The interest on the $45 probably paid for the cheap supplies used to make the shelves. Don’t let their slick website fool you like it did me. Question why you can’t find ONE customer review on their website. STAY AWAY!
This is NOT a company to EVER order from. DO NOT BUY FROM THIS BOGUS COMPANY!!!!!!
I ordered $248 ($211 and change with the 15% off for first time order) worth of products.This was on June 9, 2019, it is now September 17 and nothing has been delivered or refunded. I have demanded my money back, filed a dispute with my credit card company - I haven't seen a thing credited back to my account as of yet. I have been very patient but I fear I'll never see my money or the product.
It has been difficult to get the most simple info from them, like shipping/tracking info. They have given excuse after excuse after excuse every time I email them. They won't answer their phone either. They come across on their website as so wonderful but it's a big fat lie! They even have the audacity to say they've shipped the order yet they cannot provide a lick of info for tracking. LIES upon LIES again.
This has been the worst online customer experience I've EVER had. DO NOT BUY FROM THIS BOGUS COMPANY (if you could even call them that).
ZERO stars should be an option here.
I ordered the headhouse table No. 48 on June 17th. Once order was placed I received a confirmation which stated large items such as benches and tables may take as little as 17-21 days or as many as 30-45 days. It’s now September 16th and still no idea when or if my table will be arriving. On August 12th I was advised my table would be sent to the shipper within a week on August 23rd I was told they would send me a tracking number never received one On September 2nd I was advised again would they would send me tracking number still no tracking number. I posted on Facebook September 14th on their website under visitor comments about my 90 days and still waiting for my table. Within minutes I received a phone call from Jamie and my post was removed. She tried to explain their shipping issues with me and then offered me a refund which I accepted. At that point Michael got on the phone explaining to me that they were a reputable company that takes pride in their work and sometimes they lack in communication with customers because they are a small company. Either they are lying or have no communication with their shipper because I can’t understand how my table was sent to shipper the week of August 18th and they have no idea when my table will be shipped. He advised me he would call Monday September 16th with shipping information. I just want a refund and not to have to deal with emails and texts trying to get answers. The company has no reviews anywhere. RED FLAG. Not on their Facebook website or instagram or their google website. Hoping to save other customers the hassle of dealing with Wood and Spool.
I placed an order on June 5th. My email said that it could take up to 45 days. My email specifically states 45 days. I am on day 98 and no table in sight. They were going to ship end of July. Didn't. Was almost complete in August. Wasn't. Sent to the shipper on Saturday Aug. 30th. Wasn't. I get an answer maybe every 3 emails and it's just story after story. I've texted, called and emailed. Not sure what else I can do other than contact the Revdex.com and my credit card company.
Wood & Spool Response
• Oct 15, 2019
Customer ordered a large handmade table. We were in contact with her throughout the process and when it became clear she did not want to wait any longer, I offered her a refund. She never responded but opened this complaint a few days later. It is my understanding that Revdex.com complaints are used when a customer cannot resolve an issue with a company, they involve the Revdex.com as an arbitrator. We had already offered customer a refund several days prior to her filing this complaint and she did not respond. We have since issued a full refund.
Sent on: 10/12/2019 7:41:34 PM
Customer Response
• Oct 16, 2019
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. On Sept. 8th, I asked for a refund, they indicated they would get me one and get the table turned around from shipper. Not sure why this requires a response, but thanks to the Revdex.com and my credit card company, I was refunded on Oct. 14th. 131 days after the order was placed.
Not a reputable company. Sounds like a personal cell phone that either a man or woman answer half the time the man is asleep. They advertise they can make and have a table shipped in 30-40 business days. We have called multiple times since we are now on day 67. Every time someone answers they have no idea what is going. We constantly got the run around how out table was in production. We kept calling to see when it would be dont and shipped since it had been way over the 40 days . More stories . We finally had to call our credit card company to dispute the charges which the company finally responded to let us know we would have to pay the restock fee! What a joke they lied and told us they never gave us a specific day which they did. This company is a scam w a man making these tables on a garage . Do not waste ur time or money . They also tried to dispute the charges maybe if they put that much effort into making the table we would have it by now.
Wood & Spool Response
• Sep 10, 2019
Customer ordered a custom-made, handmade table from us on June 23rd. Our website states that “most items ship in 14-21 business days, but large items like benches and table take longer. Contact us for specific orders.” This is clearly written on every product page on the site, so that customers will see it prior to buying. On August 15th, 38 business days after purchasing, customer emailed us, stating “I would like to cancel the entire order please it has taken much longer than anticipated…please cancel the order or I can call my credit card company.” Our cancellation policy states that, under normal circumstances, orders can be cancelled within 48 hours of ordering, or they can be returned for a refund, minus a 15% restocking fee. All of our products are handmade-to-order, in the color combinations of the customer’s choice. We put a lot of time, effort and care into making our products and oftentimes cannot resell a returned item, which is why we charge a 15% restocking fee. Nevertheless, when a customer requests a refund, as long as the item has not already been shipped, we usually just give them one. By August 15th, when customer requested a refund, his table was already completed and ready to ship, so we agreed to a refund, minus the 15% fee. We reiterated that these are all handmade items and that production times are clearly shown on the website, but nonetheless, they insisted that they waited ‘double the amount of time stated on the website’. We are aware that, because our items are custom-made, handmade-to-order, our customers wait longer than they may be accustomed to, so we are very careful how we word the production times on our website. In their review, customer stated that “They advertise they can make and have a table shipped in 30-40 business days”. This is blatantly false, (which can easily be seen by visiting our website and reading the “Shipping” tab on any product page) and we explained the actual wording on the website to customer several times. When we agreed to give them the refund, minus the 15% restocking fee, they became irate and opened a credit card chargeback. I am not sure what they mean by “They also tried to dispute the charges”. They received their refund the moment they opened a chargeback.
We do everything in our power to get orders out as quickly as possible, without sacrificing quality. When a customer orders from us, they are receiving a product that will literally last a lifetime and most people feel that it is worth waiting a little longer. We answered all emails and several phone calls from customer in a timely manner and explained the production process several times and even agreed to refund their order after spending days making them a handmade table in the color combination of their choice, which we cannot now resell.
We have filled thousands of orders over the past 5 years and yet, this is the only complaint you will find here.
We also operate out of two shops and do not answer the phone while we are asleep.
I ordered a bench in August and it never arrived. No response.
We ordered an entry way bench and shoe rack. This was in June of 2019. The item(s) were supposed to be assembled and to us within 30-45 days. We received 1/2 the piece (in pieces) in September (90 days) and were told the second piece would be on its way in a few weeks. It’s now November, we do not have the second piece, nor can I dispute my charges with them because it’s past 60 days since my card was charged. I have been provided no tracking number and they are refusing a refund on my items.
This is 100% a scam.
DO NOT BUY FROM THIS COMPANY!!! I ordered a Sullivan sofa table on 23Jul19 (cost of $149). I had to call and email Wood & Spool at least 10 times to find out what was going on with my order. I was told in Oct that my table had been lost by UPS and that Wood and Spool was working on a replacement table. EVERYTIME that Jaime E (the owner) provided a date for completing or shipping the replacement table it turned out to be bogus. I requested a refund on 7Nov19 and Jaime E “pretended” to process the refund. I say she “pretended” to process the refund because the $149 could not be collected from her bank by PayPal.
WOOD & SPOOL DOESN’T HAVE $149!!!!
***DO NOT BUY FROM THIS COMPANY
I have had a similar experience to other people below, and I warn others of sending money to this company.
I ordered a cabinet in July. The company took the money for the cabinet, and told me it would take about a month to ship. After a month passed, I emailed again in late August to check on the status of the cabinet. They told me it would ship at the end of the month. Nothing arrived. I called a week later, and spoke with a woman named Jamie *** who said the cabinet was scheduled to be delivered by the end of the month (September). Nothing arrived at the end of September, so I emailed again. The woman told me the cabinet was warped, and they had to remake it, but it was scheduled to be shipped the next day and that I would receive a tracking number. No tracking number or package arrived, so I emailed again in early October. She told me she would check with the shippers to "see what was going on." Two weeks later I received a text that I had a tracking number, but UPS was waiting on the item to arrive at the warehouse prior to shipping. It is now November 10th, and I have not received the cabinet I ordered in July. I emailed again asking for my money back, but she did not respond. I'm convinced that this company's website lures people in, but never follows through with the items people have paid for. It's a scam. Don't buy from them!
I usually don’t write reviews but I have purchased two custom pieces of furniture from wood and Spool snd was curious about others experiences. I was surprised to find any negative comments at all. I absolutely love the work they do. In my opinion, it does take a while to get an order from them but not unusually long for handmade products, especially for the price. They were always been extremely polite and professional when speaking with them on the phone. Yes there is a wait but in my opinion it’s well worth it. Would recommend. I love my new coffee table!
This company is a scam and I am leaving this review so others won't lose their money. I ordered on Aug. 9 and they kept delaying the order for weeks and weeks. Finally they told me, the shipping department is going to send you a tracking number. But, the shipping department never emailed me a tracking number. I emailed back and the owner said "I just wanted to check in and let you know that we have our shippers running a trace on your bench. They confirmed that it was picked up by UPS but there does not seem to be any information on it after that." I asked for a tracking number and they refused to send a tracking number. To me their refusal to send me a tracking number was the final evidence I needed to prove that they have been lying.
They now have the audacity to say that instead of giving me a refund they want to make me a replacement order! And after they said the first round that there was no possible way to speed up the order, they now are saying that they can speed it up and quickly ship me my replacement! They are contradicting their own words, since they said before they cannot speed up hand crafted wooden benches. This is definitely a scam. DO NOT GIVE THIS COMPANY YOUR MONEY.
This “company” is a total sham! (WoodandSpool.com) My experience reflects what Jessica M. experienced in her review. The difference is my order was a set of small spice racks. I contacted W&S well after their suggested 14-21 business days to ask about the status of my order. No one answered the phone; I later received a “form” text message stating they would get back to me. Three days later, no one from W&S has contacted me, so I tried calling again, no answer. I text them back, W&S then sends a message saying my order has shipped and provides a tracking number, the tracking info states the package is waiting to be picked up. I get the same message for 5 business days. I contact W&S again and get a message that the order was lost in shipping and that they had to make a new set of shelves. I finally get the spice racks after 60+ business days and a lot of back and forth with whomever was answering the text messages. The shelves were not the quality I expected, they are made from a soft pine, white washed, and have no varnish. I chalked it to $45 poorly spent.
However, my experience with W&S has lingered and I now feel compelled to warn everyone else to stay away from Wood and Spool. Most online services will only charge your credit card after your item ships. W&S charged my card right away and sat on my money for 60+ days. The interest on the $45 probably paid for the cheap supplies used to make the shelves. Don’t let their slick website fool you like it did me. Question why you can’t find ONE customer review on their website. STAY AWAY!
This is NOT a company to EVER order from. DO NOT BUY FROM THIS BOGUS COMPANY!!!!!!
I ordered $248 ($211 and change with the 15% off for first time order) worth of products.This was on June 9, 2019, it is now September 17 and nothing has been delivered or refunded. I have demanded my money back, filed a dispute with my credit card company - I haven't seen a thing credited back to my account as of yet. I have been very patient but I fear I'll never see my money or the product.
It has been difficult to get the most simple info from them, like shipping/tracking info. They have given excuse after excuse after excuse every time I email them. They won't answer their phone either. They come across on their website as so wonderful but it's a big fat lie! They even have the audacity to say they've shipped the order yet they cannot provide a lick of info for tracking. LIES upon LIES again.
This has been the worst online customer experience I've EVER had. DO NOT BUY FROM THIS BOGUS COMPANY (if you could even call them that).
ZERO stars should be an option here.
I ordered the headhouse table No. 48 on June 17th. Once order was placed I received a confirmation which stated large items such as benches and tables may take as little as 17-21 days or as many as 30-45 days. It’s now September 16th and still no idea when or if my table will be arriving. On August 12th I was advised my table would be sent to the shipper within a week on August 23rd I was told they would send me a tracking number never received one On September 2nd I was advised again would they would send me tracking number still no tracking number. I posted on Facebook September 14th on their website under visitor comments about my 90 days and still waiting for my table. Within minutes I received a phone call from Jamie and my post was removed. She tried to explain their shipping issues with me and then offered me a refund which I accepted. At that point Michael got on the phone explaining to me that they were a reputable company that takes pride in their work and sometimes they lack in communication with customers because they are a small company. Either they are lying or have no communication with their shipper because I can’t understand how my table was sent to shipper the week of August 18th and they have no idea when my table will be shipped. He advised me he would call Monday September 16th with shipping information. I just want a refund and not to have to deal with emails and texts trying to get answers. The company has no reviews anywhere. RED FLAG. Not on their Facebook website or instagram or their google website. Hoping to save other customers the hassle of dealing with Wood and Spool.
I placed an order on June 5th. My email said that it could take up to 45 days. My email specifically states 45 days. I am on day 98 and no table in sight. They were going to ship end of July. Didn't. Was almost complete in August. Wasn't. Sent to the shipper on Saturday Aug. 30th. Wasn't. I get an answer maybe every 3 emails and it's just story after story. I've texted, called and emailed. Not sure what else I can do other than contact the Revdex.com and my credit card company.
Customer ordered a large handmade table. We were in contact with her throughout the process and when it became clear she did not want to wait any longer, I offered her a refund. She never responded but opened this complaint a few days later. It is my understanding that Revdex.com complaints are used when a customer cannot resolve an issue with a company, they involve the Revdex.com as an arbitrator. We had already offered customer a refund several days prior to her filing this complaint and she did not respond. We have since issued a full refund.
Sent on: 10/12/2019 7:41:34 PM
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. On Sept. 8th, I asked for a refund, they indicated they would get me one and get the table turned around from shipper. Not sure why this requires a response, but thanks to the Revdex.com and my credit card company, I was refunded on Oct. 14th. 131 days after the order was placed.
Regards
High quality product, great customer service. Very happy with my purchase and would use this company again.
Not a reputable company. Sounds like a personal cell phone that either a man or woman answer half the time the man is asleep. They advertise they can make and have a table shipped in 30-40 business days. We have called multiple times since we are now on day 67. Every time someone answers they have no idea what is going. We constantly got the run around how out table was in production. We kept calling to see when it would be dont and shipped since it had been way over the 40 days . More stories . We finally had to call our credit card company to dispute the charges which the company finally responded to let us know we would have to pay the restock fee! What a joke they lied and told us they never gave us a specific day which they did. This company is a scam w a man making these tables on a garage . Do not waste ur time or money . They also tried to dispute the charges maybe if they put that much effort into making the table we would have it by now.
Customer ordered a custom-made, handmade table from us on June 23rd. Our website states that “most items ship in 14-21 business days, but large items like benches and table take longer. Contact us for specific orders.” This is clearly written on every product page on the site, so that customers will see it prior to buying. On August 15th, 38 business days after purchasing, customer emailed us, stating “I would like to cancel the entire order please it has taken much longer than anticipated…please cancel the order or I can call my credit card company.” Our cancellation policy states that, under normal circumstances, orders can be cancelled within 48 hours of ordering, or they can be returned for a refund, minus a 15% restocking fee. All of our products are handmade-to-order, in the color combinations of the customer’s choice. We put a lot of time, effort and care into making our products and oftentimes cannot resell a returned item, which is why we charge a 15% restocking fee. Nevertheless, when a customer requests a refund, as long as the item has not already been shipped, we usually just give them one. By August 15th, when customer requested a refund, his table was already completed and ready to ship, so we agreed to a refund, minus the 15% fee. We reiterated that these are all handmade items and that production times are clearly shown on the website, but nonetheless, they insisted that they waited ‘double the amount of time stated on the website’. We are aware that, because our items are custom-made, handmade-to-order, our customers wait longer than they may be accustomed to, so we are very careful how we word the production times on our website. In their review, customer stated that “They advertise they can make and have a table shipped in 30-40 business days”. This is blatantly false, (which can easily be seen by visiting our website and reading the “Shipping” tab on any product page) and we explained the actual wording on the website to customer several times. When we agreed to give them the refund, minus the 15% restocking fee, they became irate and opened a credit card chargeback. I am not sure what they mean by “They also tried to dispute the charges”. They received their refund the moment they opened a chargeback.
We do everything in our power to get orders out as quickly as possible, without sacrificing quality. When a customer orders from us, they are receiving a product that will literally last a lifetime and most people feel that it is worth waiting a little longer. We answered all emails and several phone calls from customer in a timely manner and explained the production process several times and even agreed to refund their order after spending days making them a handmade table in the color combination of their choice, which we cannot now resell.
We have filled thousands of orders over the past 5 years and yet, this is the only complaint you will find here.
We also operate out of two shops and do not answer the phone while we are asleep.