Smartwool UK Anmeldelser 44

Be wary. The website says packages will be delivered in 3-4 working days. Once purchased, UPS sends out an email with a delivery date 6 working days away. The website shouldn’t be offering such quick delivery if it can’t keep to it. I wrote to them saying I’ll be away on holiday and only made the purchase as the estimated delivery time was before I leave (I leave on the 6th working day). CS informed me I should refuse the package if I don’t want it anymore. I won’t be here to refuse the package. Abysmal service for something I paid £100+ for….

I contacted the company by email twice and phoned (Italian number) because I wanted to return an item bought for me for my birthday. This was after the two week window for returns because the giver had to unexpectedly go away for a few days and wanted to give me the item in person. I explained this and that the size guide is completely out, which is why the wrong size was ordered. The phone call was a waste of time and I have heard nothing from 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.

This company should not be allowed to operate using a UK website address. I placed an order not knowing that the goods were shipped from Italy, I mean why would I think that's where they would come from on a UK website? Apparently this is hidden away in their terms & conditions. Why would a company do that?When I came to return them I had to pay a ridiculous amount of postage to get the item back to Italy. I raised this with them, they also hide behind an email address that is almost impossible to use, and they would do nothing to help. I received an email from them saying that the goods had been received and that a refund would be 14 days. A month later they refunded me, but made a deduction of £3.40 but have not explained why.

I was asked to complete a review for them, I did explaining my problem and the poor service, but they refused to approve it.

I shall never use them again, they are totally disreputable. Such a shame as their products are good, their customer service awful.

Awful, I wish I had read previous reviews.
Only order if you are 100% sure you will keep the item, as returning it is not free and you will need to ship the item to Italy, incurring horrendous costs and having to deal with the customs formalities etc.
Absolutely terrible, they should not be allowed to operate from a .co.uk address suggesting they are in the UK.
Any other company in the EU I have dealt with so far provides all required labels etc, and manages the return a lot more professionally than these people.
I am now stuck with an item that's too big, because figuring out the required customs codes etc. is beyond me.

Avoid at all costs. If you order the wrong size, good luck in getting your money back:I waited weeks due to imbecilic excuses for the delay. Buy from Icewear instead.

Disastrous experience with these guys. Firstly, they got the despatch customs forms wrong so the carrier returned the goods back to them in Italy. I requested a refund but they chose to try to deliver again and then immediately recalled the delivery. Refund requested again. I still don't have the goods or a refund. This has been going on since late November. Customer service are evasive and unhelpful and have now stopped responding to my emails altogether. Don't even bother to try 'phoning! What a pity, these guys used to be good. Avoid.

Purchased 3 items, which were all listed as in stock.

1 item was cancelled from the order by the company before it shipped, without any consultation.

The rest of the order took about 2 weeks to arrive and, when it did, it contained only 1 of the 2 remaining items I had ordered. Bizarrely, there was also a pair of socks I hadn't ordered, in the packaging of the more expensive shirt I had actually purchased.

After contacting customer services, it took 3 more weeks and numerous requests from them for photos of the package before I was told the issue was being sent to the 'competent department'. It was only after another follow-up from me that they eventually issued a refund for the 2nd missing item.

Overall, the company did eventually refund the 2 items out of the original 3 I had ordered, but it took far more effort, correspondence and time than I have experienced with any other company or would seem reasonable. There was no sense from the way their customer services approached the issue that they recognised how poor an experience this represented and no effort to understand the problem from the perspective of their customer.

I like their products, but I cannot see myself ever buying from them again after this experience.

The lifetime guarantee is a lie. A pair of socks developed two holes very quicky after purchase and I've been trying for months to get them replaced. Whilst making you believe they have UK warehouses, they're actually based in Italy. At one point I finally was sent a list by SOPHIE JULLIEN but was only offered thin lightweight socks to replace my mountain weight pair. They've now stopped responding to my emails.

I’ve placed three orders and all have been fine. They ship from the continent so it does take around a week or so for delivery to the UK. I had a quality issue with one item but this was quickly resolved by customer services.

Similar experience to M Falzon. Absolutely the worst experience of a company I've ever had. I would advise anyone to avoid buying from Smartwool directly. I never received a refund for my cancelled order and had to raise a dispute through PayPal (which was settled in my favour) Terrible customer service - you just get automated responses when emailing them. Questions not answered and no assistance provided. Avoid, avoid, avoid!

DO NOT BUY FROM THIS COMPANY!!
They will take your money and not send the goods and not refund it!!
After complaining they responded by asking me for feedback instead of addressing my complaint. Now they have blocked me so I cant email them!
Rip off company!

Finally got my refund 6 months after returning an item. Good luck to all those other people waiting for a refund from Italy

I have used Smartwool Mountaineering Extra Heavy Crew socks for years. I never expected to want to use any other outdoor socks, that is until I got two new pairs today. When I held them against my existing socks, oh dear, what a disappointment. Previously these socks would have got 5 stars, 6 if they'd been available, but now, everything about them is worse. Please, if you've bought these socks previously, read the reviews and understand that they are not the same socks, and take this into account before you buy.

Update: I originally gave the socks 2 starts. I've had them for a year and a half, if paired with a liner they are better than at first thought, and I've upgraded the review to 3 starts. There's a lot of competition out there at this quality level, some of which comes in cheaper, so only 3 stars.

Still waiting for a refund from this miserable company. They ignore emails. The only response is an email asking for me to rate their service!

Firstly delivery of the wrong product, original order out of stock so refund requested. Secondly dead air in response to phone calls and email. Thirdly refund only processed in response to generation of a dispute with PayPal. If you want really bad customer service I could not recommend anyone better.

The item I purchased was lost by the courier. The Customer Services Team were very difficult to deal with. It took many emails and a long time for them to admit the problem with my order. Most of my communications were blatantly ignored. Eventually they agreed to refund me however, this was a lie as the refund never arrived and now none of my messages are responded to. There appears to be no escalation process and so I am left out of pocket and helpless. *** AVOID AVOID AVOID ***

Avoid this BRAND...If you wamt return a item you need post it to Italy (can you imagine the costs?... I bought some items from website and the items werent accurate with photos
...I contacted customer services and they dont provide label to return... Refuse and almost ignore the customer...Smartwool never more in my life.

As a long and loyal customer of Smartwool, I have admired and appreciated thier high quality service and craftsmanship for many years. I own and regually use many Smartwool products, I can happily say that I have never been disappointed with the quality of the products. However the quality of the customer service of late is lacking to say the least. I ordered a new base later set, but unfortunately I was sent incorrect items. (Femail equivalent of the items I purchased) With the current situation that we all find ourselves in, it is understandable that some delays may occur and inevitably some mistakes will be made. I contacted the Smartwool customer care department almost immediately after receiving my delivery. Fully expecting the issus to be resolved promptly and professionally. Everdently that wasn't to be, It took over 3 weeks to receive any kind if correspondence that wasn't just an automated reply. Furthermore when I was finally contacted regarding the mistake, I was told in a sort and unhelpful email that the "care team" were looking into it, which did not fill me with confidence. Seemly with no light at the end of the tunnel, I contacted paypal to organize a refund. I have since returned the items Smartwool sent to me, as a well fed 6"3 Male I have no use for the femail form fitting base layer I received. Disappointed and frustrated with my recent dealings with Smartwool, a brand change in my outdoor equipment may be needed.
I hope that these downfalls in customer service will be remedied in the future.
Kind regards,
John

Smartwool UK advertises itself as a UK based company so imagine my surprise when the delivery company demanded £55 in duty and admin charges because the shipment came from Italy. When I contacted them, Elena quickly organised a refund and so i will be happy to shop with them again. Smartwool do, after all, make the best socks!