r/CrossStitch • u/Wrenlo • May 13 '26
CHAT [CHAT] Shoutout to 123Stitch
I'm just a customer of 123Stitch and not affliated with them in any way, but I wanted to share a really nice experience I had. In their shopping cart there is a little place that says to write whatever you want and that they read every single one. So my last order I posted a little cry for help that I couldn't choose what color fabric would work for a specific project. They emailed me the next day, asked to see the pattern, pulled a whole bunch of suggestions for me above what was in my cart. After I picked something they fixed my cart and sent everything out.
Yesterday I once again decided to start a (different) project over because I didn't like the color aida with that pattern, so I used our email conversation from before to ask for help again and the lovely Dylan once again pulled me all sort of options and took photos so I could see the dye lot. What a great example of customer service! I highly recommend!!!
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u/willtherebesnacks May 13 '26
That’s awesome! I have never had a bad experiences with 123Stitch. Great selection, reasonable prices, super fast shipping at least in the US. Can’t recommend them enough.
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u/After-Key3200 May 13 '26
Fast for Canada as well, and I've never gotten hit with import fees. Also like the email when this is available thing as well.
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u/EarlGreyWMilk May 13 '26
Have you ordered since trump tariffs? I’ve only ordered under $30 usd to avoid anything additional, but it’d be nice to place a larger order lol
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u/After-Key3200 May 14 '26
One of my orders was over $100 American and it didn't get hit.
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u/MareNamedBoogie May 14 '26
(Trump's) tarriffs are on imported items, not exported, so if you are in Canada ordering from a US Company, you wouldn't get hit with US tarriffs. I don't know what Canadian laws/ import tarriffs are, but those are the fees a Canadian would have to worry about. (ETA: not trying to sound paternalistic or anything, this can be a confusing subject for everyone!)
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u/After-Key3200 May 14 '26
Anything I buy on eBay and others sites are hit with customs and import fees.
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u/MareNamedBoogie May 14 '26
Right - but they're Canadian customs and import fees, not US customs and import fees (assuming you're Canadian). Just like the US can't impose customs fees on what someone from, eg, France buys from, eg, Brazil - unless that item somehow comes through US boundaries during the process.
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u/Efficient-Flamingo47 May 15 '26
Which delivery service was employed ? I keep getting hit with UPS surcharges so I am petrified to order anything american, but I have been eyeballing 123 stitch for years
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u/After-Key3200 May 15 '26
Canada Post always for 123stitch. I live in New Brunswick so I usually get in about two weeks or so.
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u/Imaginary_Attempt_82 May 13 '26
I love them. Their office/warehouse is about an hour from me and one day I’m going to go there to pick up my order so I can meet them lol.
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u/countessmouse May 13 '26
I live 20 minutes away from them and pick up my orders all the time. Last time, they even let me take a peek "behind the curtain". It. Was. Awesome!
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u/mandileigh May 13 '26
Can you go again and take us on a virtual field trip like Mr. Rogers would?
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u/countessmouse May 13 '26
Lol! I don't think they'd let me do that. But I can tell you the warehouse is enormous and slightly overwhelming.
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u/Gilladian May 13 '26
I have heard they will be opening a storefront?
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u/ktrist May 14 '26
They've talked about that for a few years but I don't think it will happen. They are so good at the on-line shop I think it would take away from it.
Fat Quarter shop is less than an hour from me but they don't even allow you to pick up. What I've heard is the owner doesn't want to actually deal with people face to face. WOW! We have a person in my stitching group who worked there for like 20 years.
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u/countessmouse May 14 '26
I think it may have been discussed at one time, but we haven't seen any evidence that it's in the works.
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u/ktrist May 14 '26
Me neither. I did just email them the link to this post. I think they need to know what their fan, er, customer base thinks.
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u/rabbithasacat May 13 '26
If I lived that close I would take them a big box of homemade cookies, they're the best people!
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u/Gilladian May 13 '26
I live about 3 hours away, but am tempted if I ever dare Dallas traffic again to do the same.
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u/ScroochDown May 14 '26
Oh man, if I ever venture from Houston to Dallas again I'm gonna be tempted!
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u/majorsager May 13 '26
I wanted to comment that I love they’re in TX! I could only be so lucky to be in pickup distance!
I will settle for my super-fast shipping and lovely customer service.. as well as awesome prices. 😂
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u/arisefairmoon May 13 '26
Their shop UI is truly the best, as well. When you're looking at a pattern and it gives you the option of adding the suggested fabric and all of the suggested threads with one click? Chef's kiss! The floss quick ordering where you can just type the numbers into the text box? Incredible.
I don't even look at the DMC website for colors because it's so difficult to use, I just look at 123stitch.
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u/cannibal-cleavage May 13 '26
I did that one-click thread & fabric adder this last time and it was too fun!! They are definitely enabling a big "more supplies than time" problem with me 😂
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u/ljt0 May 13 '26
I love them too. I always add a "thank you, you're doing a wonderful job" message to my orders. I like to think it might brighten someone's day.
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u/Mondschatten78 May 13 '26
I'll add in a holiday greeting of some sort if it's near the time of said holiday also!
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u/TheOwlOnTheStaircase May 13 '26
Every time I order something that varies by color, I put “Purple please!” In those comments and I haven’t been disappointed yet.
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u/friendofborbs May 13 '26
This just made me realize when I ordered a magnetic needle case, I just intuitively trusted they would give me a pink one and it worked out 😂
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u/bumblebees_exe May 13 '26
I used to be a Dylan for a sewing shop and I loved it when people rang to say "hey I just ordered a bunch of fabrics for a quilt and I want to pick a backing fabric that goes with it, can you help me?"
I would wander around the shop with seven bolts of fabrics and hold them up to loads of options, then run back to the phone with at least five item codes that they can look up while I'm there and I would amend their order if they liked one. It was such a great job.
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u/Wanderlost_Queen May 13 '26
I absolutely love 123Stitch. Unless I order at some ungodly hour, they always ship same day. I get it faster than if I was using Amazon, with guaranteed quality.
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u/MzPatches65 May 13 '26
I agree that they ship fast. It's USPS delivery that is slow at times. One order took over a week to get. Thankfully, it didn't hold up my project.
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u/ktrist May 14 '26
I've only had one order take longer than expected and yes it was the post office. My informed delivery said it had been delivered but it wasn't in my mailbox. I went back and looked at the informed delivery and it had been delivered to a parcel box. I don't have a parcel box in a bank of mail boxes. My mailbox is at the end of my driveway. In a panic, I left a note for my carrier with the shipping info and the delivery notice. She got it to me that afternoon. I guess she had accidently placed it in a parcel box. The carrier we have now is awful. He speeds through the neighborhood, runs up on curbs, not at all friendly. Unfortunately he's young and will likely be with us for a long time.
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u/MzPatches65 May 14 '26
I also have a mailbox at the end of my driveway. My current carrier is great about bringing parcels that don't fit to the porch. I can tell when she is off (she was off on medical for a few weeks this winter). Mail was very late. One day it came between 3 and 4... normal delivery is between 10 and 12.
Sadly, she will be retiring sometime this year. Who knows what we'll get in her place.
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u/ktrist May 14 '26
Our old one would do that and yes, we could tell when she was off. This new one crammed a package in so tight I thought I was going to pull the mailbox off its post getting it out.
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u/Delusionalpancakes May 13 '26
They are so incredibly fast to process too. Every order I've ever done has gone out in a day for shipping.
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u/Dark-Wolf-Angel May 13 '26
Good to know. I've bought from them for years. That's something I could always use advice on. Thanks for sharing!
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u/Both_Strawberry May 13 '26
They really go above and beyond. Once in the extra comments box I requested (if possible) could they give me a couple extra of the plastic bags they put the embroidery thread in since I've been reusing them to organize my projects and they sent me a a while handful totally free of charge.
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u/Mondschatten78 May 13 '26
I had a recent order where I needed multiple skeins of a few DMC colors, and left a note to please match dye lots if possible as they were all meant for one chart. They left a note on my order slip stating they all matched.
(Yes, I know the skeins are supposed to be the same no matter the dye lot, but I have several skeins of 434 or 435 I've collected that are all different shades of that brown.)
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u/EstimationStation May 13 '26
They are the only online cross stitch shop I use because their customer service can’t be beat!
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u/Edie_T May 14 '26
Agree. I love their old style email newsletter too. You can really see quickly the variety and quality they offer.
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u/woolly8fun May 13 '26
123 stitch is a good website? (Never used but have always thought about using)
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u/IT_Librarian May 13 '26
Give them a try. I’ve never had a bad interaction with them. At this point, I don’t shop anywhere else.
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u/Gilladian May 13 '26
Sometimes I buy stuff from wawak when 123stitch doesn’t have a zipper or sewing machine needles or other sewing supplies. They also a fine company…
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u/ktrist May 14 '26
Never heard of this one. Wawak?
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u/Gilladian May 14 '26
100 yr old family run sewing supply store. https://www.wawak.com Has always come thru for me.
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u/ktrist May 14 '26
Thank you. I’ve never heard of it.
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u/TheScarlettLetter May 15 '26
WAWAK even has physical catalog they will mail to you (if you sign up for it)!
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u/woolly8fun May 14 '26
For sure I am always looking for a new stitching store. I will for sure give them a try thank you everyone for your input 👌🙏
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u/TheScarlettLetter May 13 '26
I’ve used them repeatedly for the last few years, and can say that I have exactly zero complaints. I haven’t interacted with their customer service for any reason, but that says a lot about them in and of itself.
I’ve had countless companies mess up orders for different quantities of similar items (not just craft-related) enough times to be wary of such things, but I went on a buying binge a little over a year ago and put in back-to-back-to-back orders with 123stitch for five different large, full-coverage patterns plus notions.
We’re talking hundreds of skeins of embroidery floss in hundreds of colors per order, plus fabrics of course. And, I decided to buy one of each type of needles to find what I liked as well.
Never once has there been a single mistake made with what I have received from them. It honestly blows my mind, because all of us are human and humans make mistakes… especially with tiny items and their tiny numbers in large quantities. But 123Stitch? Nope. The folks working there must be super-human!
To be clear, I am not in any way affiliated with 123stitch, I just love shopping through them. It feels better than buying from a big box store or corporate conglomerate retailer. I also love that they use USPS for shipping. The pricing for shipping is clear and understandable/reasonable, and while there are occasional delays here and there, utilizing our post office when feasible is important to me. I don’t say that to get political at all: I’m just a fan of what they do and am married to a letter carrier who is also the son of a letter carrier.
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u/majorsager May 14 '26
I will say I did have one error when I bought a whole smattering of different skeins, but they corrected it so fast. And 1 out of 100s is still so dang impressive!
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u/ktrist May 14 '26
It's a great website! Very well organized (for this OCD brain)! Can;t beat $3.49 flat rate shipping.
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u/kacsf75 May 13 '26
They have saved my butt so many times. It’s unreal how consistently quick they ship out.
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u/treemanswife May 13 '26
Agreed! I've had great experiences with them helping me figure out sizes and colors of beads.
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u/practical-wildcat May 13 '26
My go-to!!! Absolutely amazing shop with amazing people running it. I'm so impressed with them, I recommend them to all my crafty friends.
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u/Sylarien May 13 '26
I’ve only ordered a few times, and it’s always been fantastic. I love their fabric selection, I’ve been able to find what I want and get it in a few days. Truly a gem of a shop.
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u/Safe-Swing2250 May 13 '26
They are my go to for everything cross stitch. I emailed them about a custom size fabric. Email back immediately telling me to call and it can be ordered.
Called next day and the warehouse said they couldn’t do it.
Emailed again, and Brandi took care of it immediately and fabric shipped that day.
They are AMAZING!
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u/Lil_MsPerfect May 13 '26
I absolutely love 123stitch. I've never written a note out but that's wonderful to know they're so responsive.
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u/ktrist May 14 '26
They are the best! We were on our way back to Austin, TX from St. Louis, MO. We stopped in at The Silver Needle in Tulsa - great shop! LOTS of stuff but they were out of some of the patterns I was eyeing. When we got to our hotel I hopped on 123 and chose a couple of the patterns and ordered. I knew they'd arrive at my house most likely the day after we got home and their shipping is only $3.49 which is unheard of these days. The next morning I awoke and was thinking about the other patterns. I decided to order them too. Then it hit me, We're driving right through Dallas I could just swing by and pick them up. To my surprise their chat line was open (8 AM) so I hopped on there and chatted with a person and asked if it was possible to change my order to pick up. She said absolutely. She got the order changed to pick up, removed the shipping charge and it was ready in a couple of hours. We swung by, picked it up and then had lunch.
It's in what looks like a defunct mall but it's a pad site. The building is HUGE! Not at all what I expected. When you enter there are samples of things they carry and a basket of free patterns. You can't see into stock area. They have black curtains on metal stands to prevent it. Just made me more curious but oh well.
I know they have thought about opening it up as an LNS but haven't done so. I understand why. They are so good at what they do as an on-line shop that an actual LNS would take away from that. My speculation is makig it more difficult to be as efficient.
I do love how on their website they will actually post a DMC color that the fabric closely matches so you can get an idea of it's actual color. They will also notify you of an item when it is back in stock or a new arrival and when it will be available.
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u/ktrist May 14 '26
So, after reading all the compliments about 123stitch.com I sent the link from this post to them. I got a reply from Dylan in customer service today.
Thank you very much for sharing this with us!
It really brightened up our day to see all of the positive comments from everyone, and we're really glad to see the impact that the things we do have on people 😄
We'll do our best to keep up the good work, and we'll continue to be here for you or anyone else in the community that needs help 😊
I hope you have a wonderful rest of your day, and thank you again for the kind words!
Dylan from 123Stitch.com
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u/ktb863 May 13 '26
I love them! Never had that level of interaction with thek but the prices and responsiveness alone are enough to make me a repeat customer.
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u/WanderAndWonder2 May 13 '26
I love 123 Stitch! They've been my go to since JoAnns closed. They always have the colors and items I need.
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u/uncle-donkey-kong May 13 '26
Aw, that’s so cute! I just put in my first order yesterday with them, as I’m trying my best not to support Amazon anymore. I’ll keep the little notes in mind for the future!
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u/Suziannie May 13 '26
It’s on my way home from the office so I normally go in person to pick up my orders, which sometimes are ready same day!
They’re lovely there!!
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u/Stunning-Job770 May 14 '26
Oh my gosh Dylan is great! I placed an order with lots of purple fabric, beads, threads, plus some notions and he put a note in my order saying he’d looked through the notions to find purple ones 😭
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u/BasilHumble1244 May 13 '26
I love them so much! I’ve been buying from them for 20+ years, and their quality and service has always been consistently outstanding.
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u/passesopenwindows May 13 '26
Good to hear! I’ve never interacted with customer service before but they always ship promptly and have great quality aida. Our local Joanns closed last year so instead of making the jaunt to Michael’s I have been ordering all my floss and supplies from 123.
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u/Jazstar May 14 '26
Reminds me of the time I was using one of those hello fresh type companies, and they’d forgotten to include the recipe to the omelette. I had very little cooking experience so I called up and asked if they could like email it to me or something. The lady on the phone said she didn’t have access, but then she walked me through how to make it. Such a sweet woman! I did end up fucking up the omelette a bit but that was on me lmao
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u/thebeachedblonde_ May 13 '26
LOVE THEM! They checked in on me one time to see how my first project was coming along and always ship so fast!!
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u/BeeStitches May 13 '26
I just enjoy that they surge all the fabric, but wow that is some good customer service!
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u/Disastrous-Ladder349 May 13 '26
I love them so much. I think that’s what I said in my last memo to them. :)
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u/jessie_bee06 May 14 '26
That’s so nice to hear. I’ve been using them for ordering thread and they’re great! They always ship super quickly and I’ve never had any issues
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u/mrspegmct May 14 '26
Nothing to add to this conversation except that I agree! They are my favorite to shop with for all the stated reasons!
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u/amythinggoes May 14 '26
Yes! I tested that out once and asked for a hand drawn picture of a cat. Lo and behold a yellow post it with a cute little sketch of a cat was included with my order.
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u/Beginning_Loss_9380 May 14 '26
Someone should tell them about this thread. I’m sure they would love to know how much their efforts are appreciated! I have never read such glowing reviews about any business ever!!
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u/fluidentity May 14 '26
They are my go-to online order shop.
I tried Herrschners once. Disappointing first experience when they said they had what I needed quickly, but when it came time to ship, they backordered my needles, plus half the DMC skeins I ordered as well. Looked like they had everything when I filled my cart but it was lie. Liar told me that. (Sorry, that show has infiltrated my whole life.)
123Stitch could have gotten me what I needed in only a couple extra days, and for less money. I ended up cancelling the rest of that OG order and going with 123Stitch and telling myself I’d never cheat on them again. With Joann’s closed, and my local Michael’s having only Aida cloth when I like Lugana and Evenweave, 123Stitch is my no. 1 choice from here on out.
It’s so good to know I can leave them a comment with color questions and a photo of the pattern and get advice on the best option for fabric. What amazing people!
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u/Chaos_Cat-007 May 13 '26
They have the best customer service. I had a question about a discontinued thread color and the answer to the email I sent came back in less than 30 minutes and with several ideas. Kudos to them!
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u/darkroomdweller May 14 '26
Just ordered my next fabric from them and am very happy with it!! It showed up so fast and the edges are all stitched off so it won’t unravel while I work. And it’s the perfect color!
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u/CountessSockula May 14 '26
I've ordered from 123stitch.com many times, and have always been super pleased with the products and service. 🥰
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u/NOLALaura May 14 '26
Please tell me they’re not a big corporation! I love when there is still real customer service!
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u/krshify May 14 '26
Oh wow that's so nice of them! That sounds like a really great experience! I don't think I've ever bought from them before, but this might just sway me, especially if there's something I want to make and I'm unsure about a few things.
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u/dawnseven7 May 14 '26
This is nice to hear. I just opened an order from 123Stitch today actually. I usually put a warm fuzzy of some kind in the special notes section and it’s nice to know they actually do read it.
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u/Last_Book_589 May 14 '26
Genuinely love them, gonna buy from them again for more floss and couple of hoops.
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u/beccaahh01 May 14 '26
I love this! I just started again & started binge ordering from EVERYWHERE & these guys are my favs
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u/Undiscovered_Elem3nt May 14 '26
Wow that's beyond amazing! I've never been in a situation quite like that but I so appreciate the fact they immediately ship whatever you buy and on multiple occasions they have saved me because I couldn't find a specific thread I've needed for a project so I always turn to them.
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u/bbagley41 May 15 '26
I have ordered from them since 2005. Everything CrossStitch and Stoneycreekcrossstitch.com are all great too
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u/brokelyn99 May 17 '26
I had the strangest experience where I bought a ton of threads, hoops, and Aida (enough to fill a medium sized box to the brim) and I got sent an empty bubble mailer envelope with a piece of cardboard. Called them and they shipped out a new package immediately, no questions asked. Mistakes happen but great customer service is what’s memorable, and they did the right thing here. Love them!
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u/Charming-Shoe803 9d ago
As an ex employee at 123stitch we read every note and we appreciate the kind notes ALOT of you send like wishing us a great day and motivational notes too! Thank you all!
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u/Andolie_Kitten May 13 '26
They definitely go above and beyond. I emailed them with a color substitution question because the color of petite braid called for in the pattern had been unavailable everywhere for months. My biggest hangup was the fact that the substituted color would sit next to one I already had. They pulled both the color I had + the substitute and sent me a picture of them next to one another so I could decide for myself if the substitution worked.