Spool No 72

I purchased something from this company and went to return it. They do not offer refunds only store credits that apparently expire after 1 year. However, I was sent an email that was very confusing telling me my credit expired on 12/04/23 which has not even come yet. How can something expire before the date has even come? Therefore I was under the impression I had until December 2023 to use my store credit and now I am being told that it was sent incorrectly and it's actually an "internal notice" not meant for me. They refused to honor my store credit and now I am out $58 even tho I returned the product. They like to steal your money and they offer ZERO customer service. They also have no phone number. Will never order from this company or any company that only offers store credits that expire and that don't have a customer service phone number.

I want to be frank about my experience as a customer and how I felt I was treated. First off, upon receiving this item on Nov22 I was thrilled. Over all the product is nice. Upon receiving it I also noticed a unpleasant smell but made no mention of it because I planned to wash it myself. When my husband came home that night he said it was a bit big. I am usually a size M, but contacted the shop to request an exchange. Tara agreed, and I asked her about returning in the same "packaging" as what it came in. She said to pack it with protection and send it off. So I did just that. It's been a week now, and apparently the shop received my order back on Nov 26. But never mentioned it because of being a small family business which I didn't know. Had I known I would not have felt a little neglected when Tara basically told me that they WOULD ship my product next week because they were handling other orders during Black Friday. I messaged back a little discouraged making the point that I bought and paid for my product before her new order, hoping that, that would help me get it sooner before my trip. Instead, she came back with accusations of me smoking, stating that because of the "smell" and lack of tags I will not get an exchange but I will be fined a restocking fee even though she made it clear that it will need to be donated because of those two reasons. And basically to never "shop" from there store ever again. Needless to say I was shocked at first, trying to understand what just happened. It takes nothing to retag something. And the smell again was not from me, as I never took it anywhere because I only had product for a short few days, and returned immediately. Besides I never smoked in my life, so the smell again, was not from my home, but from when I first got it. I explain this clearly, and still got fined, refunded partially, and ignored. It took money to ship that item back for exchange, the least this company could have done was be more nicer, and understanding. If they didn't want me as a customer they could have not fined me, especially after refusing to give me back my paid for item. I am really appalled at the lack of care for customer service this "small business" has. I am a business owner myself and could never see myself treating someone like that.

I've been following Spool72 since 2014 but just made my first purchase. I ordered multiple items with one of the items not being shipped for almost 3 weeks after I'd been told it was on the way a few weeks prior. I don't mind delays and understand they can happen but it would be nice to have some communication before I have to reach out for a 2nd time. Once I got the final item and did not like it I ran over to the post office since they have a 30 day return policy which I wanted to respect. I received an email later letting me know I'd be getting 10% deducted from my gift card because the items weren't sent back satisfactory. I understand they were not perfect because it's hard to ship things back in original packaging but they were taped completely and not worn with tags on. I've never had another company reprimand me and especially after such poor customer service. I just want to warn people before they make a purchase here. Ultimately you can find better quality and customer service with similar places like Lulus or Vici so I would recommend going there before buying from Spool72.

Hi! I'm normally not one to post reviews, but after reading some of the negative comments on here I felt like I had to just come in and say I absolutely adore this website and all their stuff. I have bought from Spool 72 a million times over the past 6 years or so. I discovered them in high school and I've been placing orders ever since lol. I've bought scarves, dresses, tops, pants, rompers, boots, bags, literally anything you can think of, and everything has always been exceptional quality with beautiful packaging and an overall positive experience. I don't have any experience with their customer service so I can't speak for that, but I can say that I still wear things from Spool that I bought years ago. Their pieces have always added a timeless, classic, feminine touch to my wardrobe. At one point, I stopped shopping here because the styles went a bit too far in the boho direction, but now they've added some amazing vintage pieces and new styles so I just placed another order today & I already can't wait <3

I recently purchased a pair of shoes for my wife for Christmas from this site. The Bad: The heel on one of the shoes fell apart upon first wear. The Worst: They wouldn't respond to my email about my concerns with their product. It says something when they won't even respond to emails. Save yourself some time, money, and in my case embarrassment. DO NOT BUY FROM THIS SITE.

In response to their comment: I've emailed this address numerous times now. Photo below. I blocked out my personal information.

Sooo I'm traveling to Amsterdam come early December and came across Spook no 72 on Pinterest. I've been hesitant ordering items online that I'm not sure I can return or exchange easily, but saw this company is based in my home state and figured I'd give it a whirl. I won't like some past reviews made me nervous.
I received my package today and am soooooo excited! Yes the backless sweater was slightly different in color and had a odor to it, but you should expect that when purchasing vintage clothing! The fact that I LOVE the way it fits and looks so much makes a washing well worth it! I also received my leopard coat and am in LOVE...
At this point I'm highly afraid to go back on their website and I may go bankrupt because I want EVERYTHING!

When I first found this website I was in love with the clothing they sell, it's exactly my style. But upon further review I noticed that I had seen a couple of the tops they were selling before on other clothing websites. If you zoom in on the pictures you'll notice that they blur out the brand names on the inside tag. They are just reselling clothing from other places at double, sometimes triple, the price and making customers think they are getting a unique high-quality boutique item. Don't waste your money.

I have ordered from these guys twice and both times I have received the items on time and as described. The items are not dupes and are of high quality, I think the confusion for some customers is that Spool 72 sells items from different brands which are not knock offs. I had a problem with my last order which was quickly resolved through email.

I have made 3 or 4 purchases from this company and have been impressed each time. The items I have ordered have been great quality, the orders have shipped fast, and every time I have had a question it has been answered quickly. I know most people use these review sites to complain, but wanted to give my rating.

Vaugue shipping policies, cheap clothes, non existent customer service... unless you count an email customer service, no real number to contact, creates fake accounts on site jabber using your name to write a better review for their company (look at the other review written by Sam W. On 5/28/15)...

The list could go on and on. But seriously, I pride myself on writing reviews so customers do not get taken advantage of again by companies like spool. To the fake Sam W., it appears I am not the 1%! Do your research ladies! Don't shop spool!

I would not recommend this company to my friends. I ordered 3 items, zip up hoodie, sweater, boots. The boots were cute but poor quality - bottom sole is made of super cheap material. For $64, I don't think so. The sweater I ordered looks NOTHING like the photo. I inquired if I would be eligible for a cash return. Customer service told me I was past the 30 days. Their "extended holiday return" would allow me to return for in-store credit. I expressed that I am unsatisfied with my items and I do not feel inclined to place another order (with the credit) since my items do not look like the website. I asked if they would please allow me to return for cash. My request was declined. I find this to be very poor customer service. You should stand by your items. If the customer isn't satisfied, and the items are unused/tags attached, a refund should be an option. I will not be ordering from this company again.

OMG I had a terrible experience too! AVOID this company, cheap quality merchandise and NO customer service... you can't even talk to them on the phone, only email. Mark IS unhelpful and rude. Boots we bought are not "durable" like their copy claims, rather are made of flimsy cardboard covered in fabric, which scuffs right off, exposing cardboard on second wearing. I notice they didn't post my review of the boots I bought on their site, so they are LYING to their customers. * I see i'm not the only one who is trying to post reviews and they don't post them, this means they post only favorable reviews, misrepresenting their merchandise.* They will not return and only give credit for more of their cheap merch. The only way to speak out is by letting prospective customers know about this. My daughter saved her money for these boots and has been jipped. A sad lesson learned.

To the reviewer of "products fall apart" below. I had this happen to me after a year of owning an Anthropologie bag too. But becuase it had been so long, I did not even try to get a return, I just had it fixed. Most stores do not have a lifetime guarantee on their bags which I understand, because who knows what people do with their bags. The only stores that offer a life-time guarantee on their bags are Frye I believe, but they are over $500 -- that my help you if you want a guarantee that when you bag with breaks you will get another one years down the road. Best of luck!

I had the worst experience with this company and I felt it was necessary to share this across every website. When I came across this company, it seemed very appealing and I had been waiting for a special occasion to pick something nice out to wear. Along came my high school graduation, and I came across and adorable floral romper which would have been perfect for the ceremony. On top of it being adorable, it was on sale and I bought it right away. According to their websites measurements, I believed it would be my size. I received the romper a couple weeks later and I was devastated when I put it on and it wasn't my size. I was in tears as I quickly emailed their customer service to see if there was anything I could do to possibly return my item. I got a response a few minutes later saying that their sale items were FINAL SALE and they left me with an apology and no further help. I was a mess. I spent my hard earned money on something that I could not return or even exchange. I messaged them one last time, telling them I was unaware of their final sale rule (Which is true, it wasn't something that was clear in the transaction) and they never responded. I was extremely upset, and they left me with no other options. It was exactly what I wanted to wear to graduation, which was a couple days later, and I frantically had to find a new item. However, it doesn't end there. That next day, I spoke out on my social media about the unfortunate experience I had with their company and was sure to tag them in it so I was clear I would not be using their company again. Here's the interesting part. After I called them out publicly, I received a near instant email from their customer service saying they "would have loved to help me but" I reviewed them poorly on social media so they decided not to. Their petty, childish, "You were mean to me so I'm not gonna play with you," response made me even more enraged, and I only have this one message for them. The next time a customer comes to you and tells you an online item doesn't fit, I'd be nice to them in the first place. No body wants to cooperate with $#*!ty customer service employees with petty attitudes. I'm only eighteen and took the situation in a more mature manner than you.

Amazing quality stuff, super friendly service, and super cute stuff. Already have placed another order!

Placed my order on Monday and received it on Wednesday. Arrived beautifully packaged. Love Spool No. 72!

I have always loved looking at the Spool 72. Website. I have always wanted to make a purchase on this website since I love the clothes from the pictures and everything. Well... I am thoroughly disappointed. I ordered wedges, a romper, and a dress. Not only were the romper and dress completely awful in person in their colors and fitting, but they were just all wrong. I loved the wedges that I ordered which was a plus, however, they came apart on the 2nd time that I wore them! The stitching came out on one of the wedges, and is coming out on the second shoe as well. Not only were both Tara and Mark in customer service were rude and not helpful, but they didn't refund me for anything! They have me $9 back to repair the broken, cheap wedges that I bought for $60. Disappointed and wouldn't recommend to anyone. Don't waist your money or your time!

Purchased a bag for my wife and it arrived within 2 days and was gift wrapped free of charge. Other stores should take note. A+ servive

Twice I received a gift from this company and twice the return process has been terrible. Both times the gifts were supposed to be exchanged and, instead, were refunded on the gift giver's card, making them think I didn't like the gift. This time, I followed the instructions to purchase what I wanted as the exchange (so they don't run out before they process my return) and then put that on the return label but because it was a gift they cancelled my purchase and said they would issue a gift card. They never issued the gift card and they also refunded the money back on my sister-in-law's card. The charge for my exchange purchase is still on my credit card and "Mark" says that it takes two billing cycles to refund. It should NOT take 2 months to process a cancelled order and I would like them to pay the interest.

It's really too bad because they have nice clothes & style but their service and processing is the worst I've ever experienced.

This is a great website with a lot of unique finds! I first became a fan of Spool in 2009, when I believe the website was just getting started. The story behind the website is quite interesting, in that it is run by a mother-daughter team that first started their business by selling vintage finds and homemade clothing at farmer's markets. It seems to have grown a lot since then with a lot of new merchandise and even a bridal collection! I like it for its uniqueness, and popular items are restocked often! There are also a lot of great sales, like the $20 sale when items are on sale for, well, $20! I have received some items of great quality and others that were quite cute, but had I known they were made of polyester, I would have passed. (That's my fault for not reading the description carefully.) Still, I've never had issues with shipping, my orders have arrived timely and neatly, and everything I've ordered has been quite unique! The prices vary, but nothing is particularly shockingly expensive. I would recommend this website for anyone who likes bohemian style and is looking for a unique item at a reasonable price!

If it's unfavorable they delete it. I made a comment on their FB a few weeks ago saying I loved their clothes, but I wished that they would use real models on their websites and actually use real measurements for those models so customers have a better idea of what to buy. Check out their "models" they're plastic and their hands are always in the same position and its hair is always braided to the side; a stupid manikin Anyway, they took my comment down and I noticed, so I messaged them. I asked them in the message why they took my comment down and I thought that it was rude because I was just trying to be constructive. And they never emailed me back so, the end.

Recently I made a purchase from Spool 72. It ended up being a horrible experience as their customer service representative, Mark, was nothing but argumentative and put fault on me and they have deleted every review I have placed on their page because it is not a positive one. Good thing they can't delete something off of my own page. Very unprofessional. The following was my post to their page, "Not happy at all with this company. They sent me the wrong pair of boots. I contact them and they offer me either a refund of 50% or to prepay the postage fees to ship the boots back and receive the right pair. I wait and wait for the packaging label and it hasn't come. I email them again and they sent it to a completely different email address and say it has to be scanned by the next day. A SUNDAY. When the post office isn't open. I ask to just take the 50% refund instead because that is not possible, and they reply with the fact that they can not do that because they already shipped out the correct pair of boots and I had received them-lie, I have gotten no packages in the mail from Spool no. 72. So they extend the day on the package return to avoid processing fees, so I take it to the post office and they shorted the packaging label weight so I had to pay for it anyway! For the amount of trouble I'm going to to correct YOUR companies mistake and wasting time out of my day for it, I should be receiving both boots at no charge. I have already emailed customer service about everything and have received no offers to reimburse me or make up for your mistake." They have no phone number to contact, only email which is a hassle when it could be taken care of with one phone call. Not impressed whatsoever.