123stitchReviews of 123stitch.com

Never received the order I placed. Very poor communication. Worst I've ever dealt with. I only received a mass email message when weather was going to cause delays on all orders from this place. Well, almost an month after I had placed my order, I had received no more emails, and no order! While I understand the delay of a few days due to weather, (yes, I was affected by that big ice/snow storm as well, and I know how quickly main roads and shipping companies were back up and running) this delay was RIDICULOUS. I finally contacted the company, who then informed me that they only had three spools of the thread color I ordered instead of the four of that particular color I had ordered. No communication regarding the problem with their supply EVER, and no communication on what I wanted to do with the order until I reached out. What were they thinking??? This is a very normal occurance for these small businesses, and I have always been contacted or refunded for unavailable order, but have always received something!!! It greatly delayed production of items I was working on. Horrible, horrible communication. Although the prices were good and customer service, once I reached out and contacted THEM, was prompt in responding, I will never use this company again. Too many other responsible small businesses who value their customers' time and needs. They would be wise to either just become a local company who doesn't deal with shipping, or really take a hard look at how they can improve actually shipping orders, dealing with orders that cannot be fulfilled, and communicating with their customers! Addition to initial review: I would NOT trust their website reviews. They obviously don't post poor reviews, which is VERY misleading. The first hit on Google for reviews of the company is their website claiming that they have 19,286 five star reviews. Couldn't find anywhere on their website to leave a review, and that is part of the reason I came to Trustpilot to warn future potential customers of their poor communication and fulfillment practices. They are definitely not a five star company in my opinion, and apparently other people's opinion based on Trustpilot reviews. Thank you Trustpilot for being a source to get accurate information out!

Absolutely disgraceful customer service. The last three orders i made were a mess, with very little communication, two of which they had to resend/replace, the last of which they had sent the wrong item, even after they messed up numerous orders i was pleasant about it and politely contacted them and told them they could either refund or replace the item understanding the shipping cost to the uk would be a waste to them for one item , they responded by asking me to send photographic proof. I have spent thousands of pounds with them over the last year, and always been respectful and understanding when theres been issues but this was a step to far and i told them i was disgusted to be asked for proof when they have continually made mistakes. I will be taking my business elsewhere, im so disgusted by them and not a single apology only a fake excuse after i called them out on it. The only other criticism i have is they list many fabrics that they never have in stock and even when you sign up for notification for stock arrivals, you may get an email but its still out of stock, its pretty frustrating. Although competitors have more expensive shipping, you have better choice and you wont be treated so rudely.

This used to be a great shop. Customer service was awesome but an order i made a month ago has not had a tracking update for 3 weeks and ive been told to wait since it was the holidays. Two weeks have passed and there hasn't been any change in status or a response

Company refuses to ship to South Africa and fail to give a reasonable explanation

Non-existent customer service. They will respond to e-mails but not actually answer any questions, and always apologize for any inconvenience their lack of customer service caused. Instead of apologizing for garbage service, why not try to provide customer service? I guess copying and pasting an apology all day is their go to.

Every Kreinik spool (7 spools) was used and looked to have missing thread. I am not sure how much of each was missing or if any of the other specialty thread had some amount removed (too difficult to determine).

123stitch processed my order in one day which is excellent but they use a third party mail service which is horrible. My package went from Utah to Los Angeles in 2 days and has now been sitting in LA for 3 weeks. At this rate I don't think I'll see it for at least another month which is pathetic service from the USA to Canada. Update: My package sat in LA for 5 1/2 weeks and took exactly 7 weeks to get to me from the day it was shipped from Utah. Will not be ordering from this company again.

Twice I have ordered from 123stitch and nothing was shipped. The order date keeps changing FOR WEEKS. Their website did not indicate ANYTHING in my orders was out of stock. I cancelled both orders. Never again. Save yourself the hassle and order elsewhere.