I had a bad spool of the eggplant color recently. It was like the thread was cut about every 18 inches but it was still wound on the spool, if that makes any sense. I thought my machine was coming unthreaded until I took a good look at the spool. I emailed them and they replaced the spool without any problem. Silly thing is that the replacement spool came in a big box with tons of packaging . . . for just one spool of thread.