Smartwool Avis 117

Shocking customer service, goods nor refund have arrived in 5 weeks. Terrible communication. Would not purchase from them again

I would give 0 stars if I could. The whole shopping experience is a joke!!!

First off, I loved Smartwool's products and I own quite a few items, from socks to T-shirts to baselayers. However, my shopping experience with Smartwool's UK website is just a nightmare.

Last year, I bought 2 T-shirts but they only sent 1 of them, and it's a different pattern than the one I bought, luckily the size was correct, so I didn't bother returning it.

This year, I bought 2 neckwarmers and one baselayer in preparation for my winter trip. The shipment took 3 weeks and it didn't get them in time for my trip. Fine, I understand shipment can be long around thanksgiving, black Friday sales time. However, they sent completely wrong items and I just received a bunch of socks!

This is when the nightmare began.

I contacted the customer service team, they asked me to take photos of the labels on the packaging, which I did, they then asked me to take photos of the socks, which I did. (although they could've asked me to do it at one action and saved the back and forth email communications which spanned over 2 weeks).

After that, they went silent for 2 weeks and I kept chasing them so I can return the wrongly sent package. They finally got back to me and provided the return label on Dec 13th.

I thought this was the end of the trouble and I can finally relax after dropping the package at UPS.

I WAS WRONG! I checked the tracking status on Jan 3rd and noticed that the package got stuck in Italy for 2 weeks (where the Smartwool team and warehouse are based) and it's about to send it back to the sender.

I emailed their customer service team about this and they assured me everything is okay, the package is still in the process for import.

When I checked the tracking again today (Jan 10th), the package is on the way to return to the sender and an import fee might incur???

It's been 2 months since I bought the items and I truly regretted my decision to buy from Smartwook UK directly. I will never ever buy from them again and I suggest everyone else look for similar merino wool items elsewhere.

For Christmas received a $50 gift card. Ordered $55.26 worth of merchandise on 12/29/21 applying as verified by printed receipt that gift card applied and $5.26 to my credit card. On 12/30/21 a Smartwool charge of $55.26 appeared on my credit card bank statement.
Provided information to live chat. Chat said their record showed gift card applied and $5.26 charged to credit card. Offered to have supervisor review problem but they did not follow through and get back to me. Proceeded to file dispute with Bank.
This kind of experience tends to produce more Amazon customers for those of us who try to buy small and American.

Terrible! The UK site...is run by the Italians!
When calling "Customer services" on the UK site - its an Italian Number! The Rudest "customer Service" ever.
Amy - is so rude - you might think she is one of Berlusconi's party girls.

The warehouse closes at 3pm every day. And for Lunch. Wow - great job.

When you realise the "customer services" in Italy is a joke - you then reach out to the USA Site - who simply copy and paste: " Please contact the EU team!"
When you explain you have done that and you are not getting anywhere ...you get the same copied/pasted message back!

Bought some hats for my kids that they wanted in the Beginning on December. The shipment are now "Delayed" after nearly 3 x weeks.

Kids will not get the hats they wanted for Christmas. We received 0% Help from the "EU Team" or USA Team.

They wot chase the deliver., They wont sent out a replacement. They wont even answer emails.

The only reason we bought direct from Smartwool was to get good service...which did not happen.

DO NOT USE SAMRTWOOL UK, FR, DE etc.
Simply DONT USE ANY Smartwool EU SITES. Its run by Italians who really really do not care at all.
Really disappointed the USA Team did not help either.

In June 2020 I returned an item to Smartwool using their online process. Each month I exchange emails with their very helpful customer service team. Each month they assure me its going through custom and my refund will follow. It’s 6 months now. Still no refund. Apparently the T-shirt will be in Bologna soon.
And pigs might fly..,

1st time I ordered from this company, my package got stolen, I believe (unless it was never delivered). I called them, and they kindly sent out new items to be shipped. A couple weeks go by, and I receive the items. But, they are the complete wrong items. I ordered a hat and gloves and received a different style hat and socks. So I call again, and they agree to send a 3rd package with the correct items, but I have to ship back the wrong items I had received. Fine, I ship those back. They were supposed to ship out the correct items overnight. They shipped on 11/26 and still haven’t gotten here. I’ve called fedex several times and they won’t call me back or give me any info on where my package is. I also called this company’s customer service and although they were nice, they have failed to get back to me like they said they would regarding what I should do, where my stuff is, etc. So I’m out $80 and this is the THIRD attempt at getting my stuff I paid for. I wasn’t going to leave a review but to send the wrong items and then fail to get back to me regarding where my package is, is just not okay. The only reason I’m not giving only 1 star is because customer service was genuinely very kind. I’m sure they’re swamped, but this is ridiculous that after three attempts and over a month, I still don’t have my order and am not receiving the help that was promised.

UPDATE: I finally sent them a long email with proof of purchase and proof that my package hadn’t moved from FedEx in weeks. They finally refunded me, but never responded to this last email. Customer service was kind throughout this process but I can’t say I’ll ever try to buy anything from them again just to avoid potential hassle.

I was an early adopter of smartwool products...and I just feel like they don't quite feel the same. My oldest smartwool shirt was stretchy, warm, and so durable. It's actually perfectly fine still, I just outgrew it. Over the past few years I've picked up a few more shirts/hoodies and they haven't felt quite the same. I can't explain it but even though they say 100% merino they feel more...synthetic, just a tiny bit less comfortable. I recently picked up a 150 hoodie, and within 3 wears (no wash) it developed a tear at the back of the arm-seam.

The customer service was very nice, and got me squared away with a replacement, albeit slowly, they have a great warranty program so you don't have much to lose buying from them.

tldr: the products don't seem quite what they were, but they have an outstanding warranty program, so it's a low-risk buy

Absolutely horrible.

First of all, they are not based in the UK but in Italy, so if you want to return an item, you have to pay a lot of money to even send it through.

I returned an item two months ago and still did not get my refund back. The Customer Service is dreadful (I have dealt with a woman named Marta) and does not reply in time, let alone solve the issue. I keep being told that they are in touch with their Accounting Department to solve whether I can get the money back, but then never get back to me.

I will make sure that I never buy anything from Smartwool again. My worst experience in shopping online, for sure. Absolute shame on you.

Seen all the Negative reviews but thought I'd take a punt and argue it out if there were any issues. Delivery took about a week but in these post brexit times expecting it any quicker is naive. I really like the SmartWool Merino stuff and it's definitely worth the premium price. I'd order again.

My order was placed on 29/3/2021. The articles arrived 7-8 days later. The socks were fine but the 'rainjacket' was a thin nylon zipper that you could get for 10 euro in a supermarket (made in Vietnam) priced at an eye watering 125 euro. After 4-5 e-mails with customer service it was established that the customer pays for the P&P. I returned the artice in the original packaging, unopened via DHL packet service.
More than 2 weeks after sneding the package Smartwool have still not confirmed that it was received nor refunded the payment, despite the tracking code showing delivery to Italy. If you order something from Smartwool Europe do not expect to be able to get a refund nor an exchange, without a lot of argument or a lawyer.

Before I sent the return, I double checked emailing them that there wouldn't be any customs issues. They replied not and to go ahead. Alas, my package came back to me with Importer EORI required. I have been calling and emailing for over 2 months now to no avail. Emails don't get answered, and in every call the representative says someone will look at it and get back soon. No one has ever gotten back, so it looks like I have over £100 of unwanted goods.

Ordered socks over two months ago and they still have not arrived or been dispatched. Contacted Smartwool three times via e-mail and no response at all. If you wish to call them you will be paying around 30p per minute for the pleasure as they are based in Italy (which was not clear when purchasing). Two months in, £50 down and nothing to show for it. Do not buy from Smartwool directly.

Smartwool if you are listening, please just give me a refund! Order Number 000008732

Wish I had read these reviews first, ordered baselayer long sleeve too, arrived but looks nothing like the picture on the website and box, wrong colour, wrong pattern.
Been trying to return and get paid postage , 4 emails, 4 forms, no answers yet

Terrible. Ordered in late December. Order didn't ship for two weeks. When it did, their delivery providers (UPS), allegedly made two delivery attempts but without ever leaving any documentation of having done so (and thus leaving no information by which to reorganise redelivery etc). Eventually, after contacting Smartwool, and some delay in their getting back to me, I found out that the package had been delivered to a corner shop a mile from my house. When I went there, I found that the item had already been returned to UPS. Contacted Smartwool, who after 3 months are still 'looking into' the problem. Meanwhile, my bank account is £60 lighter, and I have no socks.

Words can not describe my feeling of utter disappointment and dismay with this company. Ordered very expensive socks as Christmas presents on 18th Nov. Still haven't received them or refund. 18 emails. Countless attempts at calling, finally get through to them (they are in Italy and not England as site would suggest) To be told they will investigate but could make no promises! £200 of my money is sat in the bank account of VFCorporation who owns this company along with Eastpak, Timberland, Dickies etc and they can't get customer service right or sort refunds. Currently waiting for Hell to freeze over or Pigs to fly which ever happens first. (side note: They forwarded me another customers complaint by mistake!)

Checked Trustpilot after already ordering and had a bad premonition after viewing the reviews.
Delivered in 2 working days. Item as described, in excellent condition. Maybe I'm just lucky..

Order purchased on the 20th January, tracking code says it was delivered on 3rd December to a random address, assuming it is a dispatch warehouse in Italy. Still no sign of order or any reply from smart wool disappointed.........

I placed an order at the beginning of January 2021 from what appeared to be a uk based website (smartwool.co.uk) and paid in gbp. This is very misleading because PayPal shows payment is made to an Italian company and it appears goods are not in the uk. Since then I have had no communication from smartwool, I haven’t received my order and all support requests go unanswered. I am currently escalating the claim via PayPal, the company doesn’t seem interested in supplying goods or customer service.

I bought an item on the 26th December from a co.uk website. The item was not dispatched until the middle of January. I was soon notified by the delivery service UPS that there would be customs charges for the item to be delivered. It turns out the company are based in Italy. At no point is this made clear on their website or at the point of ordering for UK customers.

I checked the law and firstly because my order was placed prior to the 1st Jan this should have not been an issue. Also as my item cost less than £135 it also should not have incurred customs charges.

I can only assume this is due to Smartwool not filling out the correct paperwork. I have contacted their customer services who accept no blame whatsoever. I have ordered items from Germany since the 1st January with no problems whatsoever.

This company are con artists. Please do not be tricked into ordering in the UK. I paid taxes at the point of purchase and at the time my order was placed if I had checked the customs expectations this difficulty would have not arisen because it was prior to the 1st Jan. The company are awful to deal with and their customer service is non existent.

I had a UPS delivery person arrive at my door yesterday asking for £66 in brokerage charges for a parcel from Smartwool. I ordered the items from a UK website, I paid in £, and was promised free shipping. Nowhere at any point in the check-out process does Smartwool warn that their products will be shipped from abroad with additional import/brokerage fees to pay (and I have screengrabs to prove this). I have emailed and spoken to Smartwool's customer services (and I have a recording of this conversation) but they refuse to acknowledge any fault.