Filson Avis 104

Customer service doesn't respond. Would advise against buying online from Filson.

Refund Problems
I hope this review helps others with return or refund problems. They have good, if expensive products, but....
RETURNS. Filson has an antiquated returns system spelt out in the small print and you have to download a return form plus obtain a return code. I have not had problems but if you simply post an item back you are likely to have problems.
REFUNDS. My problem was with goods not received, lost by the courier. The courier was no help and all attempts to contact Filson or the Shipper by email, fax (yes fax!), and telephone over a period of 3 weeks were met by silence or being unobtainable.
In the UK it is the legal responsibility of the vendor under The Consumer Right Act to supply goods so I raised a claim through my payment method (credit card or PayPal) and received a refund in 24hrs.
With a properly functioning customer service system this should not be necessary and I have been seriously put off Filson goods as a result.

After purchasing a large mackinaw wool anorak for £391 it arrived and didn’t fit. I immediately re shipped it back using the provided return label and purchased another one online in medium. So now I have purchased 2 at a cost of £782. The new one turned up and fit fine however after 5 weeks have I received a refund for the one I sent back? NO!!!
I have sent numerous emails to filson and 9/10 had no reply and if I have received one have been completely dismissed with emails from incompetent members of customer service staff that aren’t willing to look into the issue. I have one anorak for the price of 2 and the whole issue has taken the shine off the item. I wish I could send the one I have back also as I don’t even want to wear their clothing brand anymore it’s been that bad, however if I did I could never rely upon them been competent enough to issue me a refund. I’m absolutely appalled at how they can get away with this DAY LIGHT ROBBERY. I’m having to seek legal advice into how I can get my money back. Please please please do not order from them DISGUSTING!!

I tried to get the 10% off code by signing up on the website but received nothing. I tried to contact Filson via their website about this but got no response. I was a little dubious ordering, as I'd looked at reviews online and could see some people had problems receiving orders and I'd head nothing in response to my email... However I made an order.

A couple of days later I received a despatch email from 'Tigers Smart Hub' saying I had an order coming from Bedrock Manufacturing Europe BV.

This didn't mention Filson at all and looked like spam but it did have the product name I'd ordered. It also had a UPS tracking number and the jacket arrived in five days via UPS.

Then about a week later I got an email from a company called 'Adyson' responding to my question about the 10% code on the Filson website and sending me a code, obviosly a little late.

Happy with the jacket, luckily the fit was good so all in all okay. Just think their communications need looking at a little bit as it all seems a bit odd.

After reading a few reviews on here I got a tad worried, but everything worked out fine for me.

I ordered from the Filson .com/uk site on a Sunday night, didn't receive an order confirmation email which was worrying but I was able to check my order status on the Filson website via the account created when I placed my order.

On the Tuesday I received a tracking number by email (not from Filson), and my order was with me by Friday morning. There were no import charges either.

Hope this helps.

Filson's online presence and service is abysmal and their website is barely functioning. Multiple errors and issues trying to access pages and products.

Have had multiple orders "lost to the system" and orders canceled without communication.

Have tried reaching out to them to share basic HTML and site-wide issues previously, but never hear back from anyone about these.

"Luxury" goods, if you can actually order them.

Some time ago I bought an expensive Filson backpack, a few months later, without even placing it on the ground, the bottom began to break. Contacting customer care I was told that Filson is a small brand... and that the ideal would have been to send me a piece of fabric to have the backpack repaired by a tailor in my city. But please.... Anyway, after some time I took the backpack to the tailor and the fabric was insufficient for repair. Really bad experience with this brand!

I was promised a gift card for a return from Filson. Like so many others, I am now out both the money and the item. If you buy something here, don't expect to be able to return it.

Ordered two items, got one! No replies to inquiries! Searched email for order and found my complaint from over a year ago on a similarly screwed up order! SHOP ELSEWHERE!

Sadly, Filson has closed both its London retail outlets - but we can still purchase from them online! Thank goodness for a European presence - everything I've ordered has been delivered promptly, correctly, and the one time something was slightly the wrong size (our fault, not theirs!), it was returned very quickly. All my Filson clothes (coats, hats, shirts, waistcoats and more) plus luggage (possibly too many bags!) are going to be passed to our daughter and, eventually, her children after that - truly Legacy-ware. I am just so sorry that the great team at Filson UK retail has gone.

Waited two weeks so far for a response regarding a broken bag.

Although a French national, I have been a Filson customer for more than 20 years (i.e. even before they started to ship to mainland Europe...) when I spotted them during my trips to the US. I bought hats, duffle bags, suit cases and jackets from them: all excellent and extremely durable products (and pricey...). But, when needed or for guarantee issues, their customer service has indeed always been pretty bad, even on the phone. I actually had better service from one of their French dealer website that was (and still is) doing only their bags and cases. You can also find their original coats and jackets with much lower prices on some European specialized clothing websites. Their oversea deliveries can be quite long. They also now have an EU website but with a narrower offering and insane price differences with the US site.

Good experience with some quality clothing. Sizing is a little generous though, which wasn't listed.

Horrible customer service!! I have many Filson items, BUT this last order may very well be my last!! Ordered shirts for a trip, paid extra for fast delivery due to a trip. Finally 1 week after the trip ONE of the TWO shirts came in the mail(snail mail). Called no one knows where the second shirt is, the agent said it must be out of stock if I want to wait a few more weeks it "MAY" show up!! 2 weeks later I have heard nothing. HORRIBLE CUSTOMER SERVICE FOR OVER PRICED GARMENTS!!!

Awful service.
Took payment for a bag they apparently didn't have on July 28th.
No mail sent explaining this.
Contacted August 6th to ask for status of order and was then told they'd cancelled it without any notice or refund.
Eventually managed to get a refund 7th.
Would not use their online store again.

I was a devoted follower of Filson for more than 25 years since I started fly fishing, over the years the prices have gone up and up double and triple now for the same or similar items, I’m not worried about the prices so much but the customer care is horrendously bad, they recently sent me an item that arrived damaged, I attempted to initiate a return and I’ve already telephoned them 3 times about this, after 10 days I still have not received the promised return label by email. When you call and speak to some one it always sounds like you’re speaking to some sedated spaced out weirdo. This company sucks now, they always have to ruin a good thing.

I have been trying to get hold of Filson customer care for more than a month. I have filled in their website form several times, emailed and called them (each time I've been disconnected after being on hold for five minutes). No one has even bothered to acknowledge receipt of my messages.

I bought online from their website a medium rugged twill duffle bag in navy blue colour. Both customer service and delivery were excellent. Thank you Filson.

Not sure about last review, they are pretty good to me as far as I can really get. IT's mainly for people who work with hands and want to remain in good mood on their work cause they wear nice cloths, and that brand simply do that job extremely well.

Good products, terrible awful customer service. Products come with a guarantee, but if anything goes wrong with them, it’s imposible to get support. It’s not worth it to buy from Filson anymore — what a shame.