Smartwool Avis 117

Not a good return experience, as the goods need to be posted back to ITALY in your own expenses.
The goods are great quality, but the t-shirts are weirdly too too too long.
I ordered 5 T-shirts and had to return back 4 of them.

Smartwool's customer service and warranty department is the definition of incompetence...3,4,5 people involved, none of whom read previous information...Stay away from this company! Arcteryx, Icebreaker, Outdoor research are all far superior. STAY AWAY.

Terrible. Threadbare and Holes in socks after a couple of months, emailed with pics, and it's taken them over a year now to get back to me and to confirm that i needed the socks to claim, who keeps useless socks for a year when emigrating

Despite all of the negative reviews, the company has treated me very well. I sent them a photo of the holes in my socks and they provided a full replacement for the product quickly and without any extra questions.

These socks look good but they fall apart quickly. I washed them in cold water and hung them up to dry, but they shrank and the heels developed holes after only a few months. I switched to Darn Good Socks, which are far more durable and come with a lifetime warranty.

DO NOT ORDER FROM THIS SITE.

I wish I had read the reviews regarding returns. Appalling lack of customer service. Paid £25 to return it via a carrier because all of their returns are to Italy, then scammed me out of my full return amount. How this disgraceful company are still in business I do not know. Quality of the product I bought wasn't great either and box in a barely saleable condition. I literally created a trust pilot account to review this god awful company.

Ordered socks on the Smartwool Canada website. One pair arrived with a hole in the heel area and were already bent out of shape as if previously worn and returned. I inquired about a replacement pair and was told the size/style was out of stock. The solutions presented to me were to: keep the defective socks and mend them myself with a meager 30% discount or cut the socks in half, send photo proof the socks were cut and only then would I get a full refund. No easy solution offered like simply sending me a pre-paid returns label with no questions asked. Appalling returns situation and service. Will never purchase their products again.

If you stay in the uk I would avoid ordering from this company directly. The returns (which are to Italy not the uk even though they operate their site within a uk domain) cost a small fortune, they also add an import fee on top of the return. This whole process takes around 2 months to complete. All in all a return for an order upwards of £100 will eventually lead to roughly a £55 charge.

Do not recommend.

Inexistent support. Do yourself a favor and take your business to IceBreaker.

Purchased a Smartwool vest and after wearing it a half dozon times it looks like crap. The wool piled up and becomes a mess of balled up wool. The jacket makes me feel like a dirty ball and not dressed properly. This is my first purchase of a SW product and certainly MY LAST. I recommend people that want quality wool clothing purchase from Filson which has been a good to brand for quality of mine for several years. My Filson wool vest is 4 years old and is impectable like the day it arrived. Avoid this brand of Smartwool.

We ordered a few items from Smartwool and the top for my wife looked like it had been run over by a bus. The box was all squashed and the top was stained and full of human hair. The outer packaging was fine, so this was shipped to us like this.
No apology whatsoever, we got put in the questioning room about what happened over emails sent back and forth. It had to be us that messed up the top and now crying wolf.
In the end, the stress was just not worth it and we gave up trying to send the top back, it will serve as a reminder to never buy from Smartwool again now.

I love smartwool products. But unless you are sure that the size will absolutely fit, do not buy from this European website. In my case the item I bought was not correctly sized and still - I am forced to pay returnt costs. Unacceptable in the time when all other companies take care of this.

I wish id read these comments first before ordering. Expensive returns as they are based in italy!

My brand new pair of socks developed a hole at toe seam in the first wearing. Sent warranty claim email & received auto reply it would take 7-10 business days.....no word back yet at 12 business days so placed a call and was told due to the high volume of claims they'd get back to me in their own sweet time......which definitely says everything you need to know about the downhill slide in the Smartwool quality! Switching to another brand.

Terrible customer service! What happened to this company. No consistency, no replies, no follow up. I am no longer a customer after years of supporting their products. Told yet again someone would be in touch.

The customer service from smartwool.com is absolutely abysmal. I have nothing good to say about my experience. As I emailed back and forth I wasn't hearing from the same person, so there was no consistency and I had to repeat my concerns. My questions went unanswered, and my issue remains unresolved. The kicker? It was their mistake in the first place. They sent me the wrong item and when I tried to figure out what my options were they didn't provide me with anything helpful.

I have purchased 5 maybe 6 sweaters/hoodies over the last few years. Everyone of them has developed holes in the material and not in the usual spots where you would expect wear and tear. it is like the wool just starts to disintegrate after several times in the washing machine. Love the style and fit but the quality of the wool is extremely poor! I will switch back to Icebreaker.

Update
01/2023
Smartwool responded to my review and asked me to resubmit my claim. I did, and they said the claim needs a picture of the complete sock. I only provided one of the hole and logo/size, which was the instruction. Once I provided that, they approved my warranty claim and are sending a gift card to replace socks, free shipping, plus an additional 10% to cover tax. My review was eventually posted as well.

12/2022
Similar to other posts, I recently ordered a pair of socks (Everyday ReGarita Light Cushion Crew Socks) and after 2 washes there was a hole in the toe seam of one sock. I was told it was normal wear and tear and the warranty would not cover it. The warranty is fake and their product is no longer of sufficient quality to support paying $20 for socks.

I also tried to post a negative review on smartwool's website, and I have yet to see it posted and available to the public. Smartwool's response to my review detailing issues with the warranty coverage was to reiterate that their products are covered by a warrenty.

I have bought many smartwool socks, they are generally very good but in the past year I've had problems with a couple. I just returned a pair that opened up in the toe. I was told that they don't do warranty replacement for wear and tear however their website says they have a 100% satisfaction guarantee for 2 years, total BS. So if I'm going to by $20 socks I'm going to switch to "Darn Tough" brand who has a lifetime garantee.

returned my clothes since they were not my size and my wife said they looked unflattering. I sent the box back on November 29th and it is now December 20th. Smartwool refuses a refund until the package (likely lost) arrives back to them. Absolutely infuriating since I didn't keep any of the clothing and FedEx has been re-labelling and tossing around the package all over the United States. There is NO RETURN PORTAL for any of their returns, so likely they scam customers by keeping the return merchandise AND keeping the money. Absolutely shameless.