Smartwool Avis 117

send a question and got answer (not expected) 3 weeks later ... question was in relation to order which it turned out was dispatched 2 weeks after ordering ... so if you are happy to wait that long, go ahead

I love Smartwool and the garments, although I have to be honest and say they do not wear anything like they did when I bought my first base layer back in 2010.
However for the past year or so their website has been horrendous to use. It crashes, is slow to load and the payment section is difficult to get to work. I have returned items to them in the past. They put return address labels in with the order. This year they have changed it. You are instructed to go to your account, click on the item you want to return and customer service will authorise the return, how I don’t know be because it does not work. I have trying to establish contact with them for 10 days to find out how to return the item. Did get an automatic email back. I then had an email asking for the order number and details of the item to be returned. Did all of this, but no response. I have written to them, no response, I have sent more emails but the only response is an email asking me to if I am happy with the service provided - WHAT SERVICE? Absolutely disgusting and disgraceful. They seem to have absolved themselves of any form of customer support and ignore any communications with them. Why they call themselves Smartwool Uk I have no idea because everything is centred in Italy. A bit of a con. So I am left with an order that is useless (spent over £230) and no means of recovering my money. The company must surely be illegal because they do not comply with trading legislation.
So, I will buy Icebreaker items in the future. Have bought lots of stuff from them online and no problems whatsoever and their garments are far superior.
DO NOT BUY ANYTHING FROM THIS FRAUDULENT COMPANY

We are long time customers and have many different SW products. All high priced. Everyday socks wear out, some boxer models come apart. No good will from customer service for extended warranties with boxers that have a known defect. We are not going back

Bought three pairs over the last two years , initially great but holes and tears appear way too fast so they dont last ..... Tried to contact to send back last pair as had enough of paying top price for a sock that lasts only a couple of months .... lets see if they respond..... I doubt it after reading the other reviews ..

poor customer service, no communication, no reply to messages, longer than declared waiting time, no tracking of the shipment, user experience is a nightmare!

On the surface Smartwool products are of good quality and warm, if expensive. However, their customer service is truly awful. Ordering from the UK website was a frustrating experience, my cards were charged instantly, order status was non-existent, any and all enquiries to this effect were routinely ignored. Our two orders turned up out of the blue 7 and 10 days later, on the face of it not too slow but the lack of communication soured the experience considerably. It's very strange as this aspect should be easy, and much as I like Smartwool products sadly it will be Icebreaker next time for me.

My wife ordered some items from smartwool.co.uk. When the package arrived one of the pairs of socks had not been properly stitched together and had a hole in them. My wife emailed the company and got nothing but automated responses. Eventually someone called Arianna said she would pass it to the appropriate department but over the next month nothing happened. Smartwool clearly has no intention of dealing with the complaint. This company is being dishonest in having a co.uk web address when the company is actually based in Italy and you have to end up dealing with a company on the continent with all that entails in legal considerations and sky high postage if a return is actually arranged. Their returns process is a farce...the cost of the return for faulty goods is borne, they say, by the buyer which is outrageous when the company is at fault. Their website proudly states, "100% satisfaction guaranteed". That's a joke.
AVOID SMARTWOOL.CO.UK!

AWFUL EXPERIENCE...Stay away. Try Icebreaker, great product and infinitely better service.

Horrible return process!!!
Not sure if I can return the product I bought (which was too small).
No response by now (except the auto generated return-mail).

*THIS REVIEW IS ABOUT SMARTWOOL.CO.UK*

BEWARE! This company is NOT in the UK! Their website is smartwool.co.uk but they are in Italy!

I recently ordered 2 very expensive tee shirts, £91 for 2 tee shirts - they came, they were too long (seems to be the case with all their tee shirts if you look at online images) so I had to send them back, TO ITALY!!!

The returns process is ridiculous too; you can't just send them back - you have to have your return approved! This means filling in a form, printing off the approval email to send with the returned items.

I have bought stuff from other EU based companies (Germany) which I have also had to return but they just tell you to print off a pre-paid return label and deduct the cost, £3, from the refund, fair enough. With Smartwool there is no option other than to use a courier or Royal Mail, As the items were worth almost £100 I opted for the full insurance cover, which made the cost of sending the parcel back, a whopping £14.09!

Also, after asking some questions online they responded with emails asking me to rate their customer service - the emails were in Italian! There is nothing UK about this company and yet they are the official Smartwool agents in the UK and Europe.

I would NEVER have bought from this company had I known they were not in the UK, purely because I don't like paying massive shipping charges to return things, (I love all mainland EU peoples, I am Pro EU!)

I will be looking into how they are allowed to use a .co.uk web address.

You have been warned!

Ordered items, had to return one. Returns are at customer own expense. The return arrived in Italy, never been picked up from post office. (proved by mail tracking).
Customer service never gave a solution in over one month and half.
So basically they have lost the return and never reimbursed me.
Samartwool quality is good but it's better to buy not directly from them , but trough some other place where returns are more guaranteed.

I love Smartwool socks! They are so warm and really great products.