Knot + Spool — Local services in Holladay

Unusual Comment from Staff During Purchase

As a long-time customer of Knot + Spool, I am always drawn back by the quality products and the warmth of the staff. I write this review with surprise, addressing an experience that diverged from the exceptional service I've come to know.

On my most recent visit, I was taken aback by an interaction with an employee. While expressing my intent to purchase a nativity set, the employee interjected with, "It's too expensive," a comment that was unsolicited and perplexing, as I had neither asked for the price nor shown any hesitation. The employee's attempt to elaborate on the cost felt less like assistance and more like a subtle deterrent from making the purchase. Moreover, when I requested the price, there was a pause as she searched for it, eventually confirming the cost to be as I expected. This incident gave me the uncomfortable impression that I might have been unfairly profiled.

The unexpected caution regarding the expense led me to question if this was a standard practice or a personal assumption about my finances. Such a presumption seemed misplaced and not reflective of the professional service I've always encountered at Knot + Spool.

I believe that while employees might be trained to gauge customer needs, it is imperative that this does not venture into the territory of making customers feel profiled or judged. I trust that this feedback will be taken constructively, ensuring that all customers are approached without bias and continue to enjoy the welcoming shopping environment Knot + Spool is known for.

I appreciate your attention to this matter and look forward to...

OH. MY. GOSH.!!! Knot and Spool is the MOST. ADORABLE. SHOP. EVER!!! Our family was fortunate to have found this EXTRAORDINARY and MAGICAL shop last spring. We purchased our beloved wreath and now it is the highlight of each month to go and visit the DARLING manager and girls to pick out our monthly ribbon sets! This visit is not just a shopping trip, but is the most fun and enjoyable experience we could ever wish for! Everyone at this PRECIOUS place are so HELPFUL and EXCITED to work with us, to create the most PERFECT ribbon set for our family each month! The price is more than affordable and fair for the BEAUTIFUL quality and EXTRAORDINARY service we receive! Our neighbors, friends and extended family are equally anxious and excited to see the AMAZING masterpiece that we so proudly display on our front door each month! Our family travels quite extensively and out of all the places in the world - our most favorite place to shop and pick up something SPECIAL is Knot and Spool!!! Thank you to our sweet friends at Knot and Spool for treating us like family. We feel like you welcome us right into your beautiful living room with each visit! Thank You for giving us this wonderfully fun and exciting tradition that my children and I get to look soooo forward to each month! Thank you for your PRECIOUS “Service From the Heart” We feel so proud and honored to have one of your BEAUTIFUL wreaths on our front door at our...

I had been looking forward to my trip to Knot + Spool for some time, and was so excited that I planned my shopping trip around the out-of-town visit of my friend, because I wanted to share the experience with someone. The entire experience was so negative that I will never purchase product from them or recommend them. When we arrived, there was only one patron in the store besides us, yet nobody greeted us, asked us if we needed assistance, or even acknowledged us. Thinking perhaps an employee would approach us once they saw us browsing, we looked around the entire shop, talking about all the items that were catching our eye, etc. Still, zero acknowledgement. The owner herself was even in the store and couldn't be bothered to smile or direct her staff to assist us. It was incredibly off-putting and just an overall disappointment. I finally approached the counter and had to ask one of the shop girls who I could talk to about getting a wreath and some assistance, and she told me that they were "really busy because they just got back from Market and to come back in two weeks." I went there fully anticipating to purchase 2-3 wreaths and several ribbon sets, but left and will NEVER go back or purchase their product. I have no interest in giving business to a company that can't even value some basic...