Purl Soho: most-reported complaints
Automated analysis of 390 public Trustpilot reviews published 2025-05-13 to 2026-09-16. TrustScore 4.9 from 2,629 total reviews — see the Trustpilot page. Quick answer: is Purl Soho legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that products are not as described, accounting for 30% of the 57 identified complaints. Delivery issues are the second most frequent concern, with 23% of complaints citing failed deliveries and 12% reporting late arrivals. Additionally, 14% of reviewers mentioned receiving faulty products. While reports of delivery failures show a rising trend, other issues remain flat.
How to reach Purl Soho
These are the contact details Purl Soho publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2025-03-07, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-15. Trustpilot ranks it 2 of 6 in Yarn Store. We last checked this profile on 2026-09-24 and found 25 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.9 → 4.9 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (100%, 0.0d) · 2026-08-20 (100%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-08-30 (97%, 0.0d) · 2026-09-02 (100%, 0.0d) · 2026-09-08 (100%, 0.0d) · 2026-09-12 (100%, 0.0d) · 2026-09-15 (100%, 0.0d) · 2026-09-18 (100%, 0.0d) · 2026-09-21 (100%, 0.0d) · 2026-09-24 (100%, 0.0d).
Severity: 4% of this company’s 57 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 16.6 days between the experience and publishing their negative review (67 reviews record both dates).
Measured reply time: across 66 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 66 company replies to negative reviews analysed, 91% engaged with the specific problem and 8% were generic templates.
Review provenance: 319 company-invited reviews in the recent window average 4.89★, while 51 organic (uninvited) reviews average 4.86★.
37% of its 346 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 30% of this company’s complaints vs a 21% median across 140 ranked companies in its sector.
Review velocity: 1,600 of this company’s 2,629 Trustpilot reviews (61%) were written in the last 12 months.
What are the most common complaints about Purl Soho?
Not as described
17 reports · 30% of complaintssteady“The Cattail Silk yarn does not knit anywhere near the recommended gauge”
The company replied on 2026-08-23: “We are very sorry that your experience has been so disappointing. We want you to feel totally satisfied, so we're refunding your purchase and would love to help you find another yarn for your…”
Our classifier read this reply as a substantive response.
It promised: refund.
“The sleeve length is very, very short.”
The company replied on 2026-07-21: “You are absolutely right that there is a confusing typo in that section! Although the instructions themselves are correct, we mislabeled the size as 2-4 years instead of 2-3, which may have led you…”
Our classifier read this reply as a substantive response.
It promised: refund.
“the yarn was not available. Frustrating to see something advertized currently that is not available.”
The company replied on 2026-06-23: “We are so sorry that some colors of Japanese Denim Cotton are currently out of stock. We recently launched this yarn, and some colors sold more quickly than we expected! We’re eager to chat further…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery failed
13 reports · 23% of complaintsrising since 2026-05“I never received what I ordered”
The company replied on 2026-09-15: “We are so sorry that you haven’t been able to access your pattern yet! We are refunding you for this order to help make up for the difficulties you've had. And of course, we want to get your pattern…”
Our classifier read this reply as a substantive response.
It promised: refund.
“I ORDERED A SZ 7 NEEDLE AND GOT A 6.”
The company replied on 2026-09-06: “We're so sorry that the needle we sent wasn't what you needed for your project, and apologize for not getting back to you right away! While our invoicing shows that a size US 6 was ordered, we want…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“I haven’t received the pattern.”
The company replied on 2026-08-11: “We’re so sorry you haven’t received your pattern yet. Occasionally, the email to download your pattern gets filtered to spam, so we have tried again by emailing your PDF from…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Faulty product
8 reports · 14% of complaintssteady“The materials feel flimsy and I had a lot of issues with having to stop, undo, and then continue with each of the balls I’ve wound.”
The company replied on 2026-07-27: “We are so sorry to hear these products fell short of making the winding process smooth and comfortable. We want you to feel totally satisfied and would like to offer you a full refund for this order.…”
Our classifier read this reply as a template response.
“very difficult to knit with, color bleeds onto fingers and other clothing, and the fibers shed.”
The company replied on 2026-06-13: “We are very sorry that your experience has been so disappointing. Looking at your order history, we understand that you are referring to our Blackbird Linen, and we’re very concerned to hear that the…”
Our classifier read this reply as a substantive response.
It promised: refund.
“if you just gift costumers trash wrapped hanks with countless deadlock that you won’t sell, you deserve it.”
The company replied on 2026-02-09: “We’re truly so sorry about the disappointing experience you’ve had ordering from us and have processed a full refund for your order. You should be able to see the amount back within 3 - 5 business…”
Our classifier read this reply as a substantive response.
It promised: refund.
Delivery late
7 reports · 12% of complaintssteady“Still not here as of 8/29. Terrible service.”
The company replied on 2026-08-30: “We are truly sorry for this disappointing shipping experience, and have processed a full refund for your order. You should be able to see the amount back within 3 - 5 business days. We sincerely…”
Our classifier read this reply as a substantive response.
It promised: refund.
“2 weeks to receive an order is ridiculous.”
The company replied on 2026-01-21: “We are truly so sorry your order took so long to arrive! We went ahead and processed a full refund for your order, including the shipping fee. We try our best to have orders on the way as quickly as…”
Our classifier read this reply as a substantive response.
It promised: refund.
“The bag was ripped apart upon delivery and the yarn exposed.”
The company replied on 2025-12-18: “We are truly so sorry your order arrived in such condition and took longer than expected as well! We’ve let our team know about your experience and are here to make things right. We’ve reached out to…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Other
6 reports · 10% of complaintssteady“Im finding the process of knitting the Little Nest pouch very frustrating.”
The company replied on 2026-07-30: “We're so sorry you haven't had an satisfying experience with this pattern! We're eager to ensure you get the most out of your project and enjoy it from beginning to end, so we've reached out from…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I have never ordered from your company.”
The company replied on 2026-02-07: “Our records show an order for a downloadable pattern on 1/18. We're so sorry if this order was unintended! We've refunded the order and have reached out to you via email to confirm everything is…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Item was much smaller than I anticipated.”
The company replied on 2026-06-02: “We’re so sorry what you ordered was smaller than you’d anticipated and are eager to help! We’ve reached out to you over email from [email protected] to further discuss your ordering…”
Our classifier read this reply as a substantive response.
It promised: refund.
Support unhelpful
3 reports · 5% of complaintsfalling“Every time we call to complain, we are dismissed as if our concerns aren't valid”
The company replied on 2026-02-20: “We're so sorry you've had this experience with RealCoAgents... It sounds like you might have us confused with them, as we're another company entirely. Our name is Purl Soho, and we specialize in…”
Our classifier read this reply as a deflection.
“Please advise this is not my first top down sweater must have knitted 24 so far”
The company replied on 2025-09-08: “We’re very sorry this pattern has you stymied! You clearly have a firm grasp on the situation, and your question is thorough enough that we see a simple reason why your stitches aren't adding up. The…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“it's tough to inquire by email only. While folks are quite responsive by email only, it's quite a challenge to write questions to clarify mystifying instructions.”
The company replied on 2025-05-13: “Hi Deborah, We are so sorry this pattern wasn't clear and apologize for the back and forth as we offered advice... In hindsight, we should have mentioned our free 1-On-1 Help service, which allows…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Purl Soho with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-18.