Wool & Oak Anmeldelser 

Amazing customer service! Emailed them and they were able to send me Nova Black next day before my week long business trip! I packed 3 suits and week long clothes. The best suitcase I've ever purchased! Mad I didn't purchase earlier!

The Nova bag will fit the majority of my trips perfectly. I having been waiting to find a bag of this type and quality and I am happy to have finally found it. I needed to be assured of shipping times and Cynthia in customer support was quick to answer and followed the order to my door.

I was nervous after reading some of the reviews, but it turns out I had nothing to worry about. Ordered on August 12th and got everything today on the 19th — exactly one week (UPS, for anyone curious). If there was ever a zipper issue, they seem to have fixed it. First thing I inspected. They’re pretty much like butter with the exception of getting the four corners of the Nova bag started at the bottom, which just takes two hands. No big.
The most pleasant surprises were all the subtle touches and details that are more reminiscent of an established, luxury brand than of a company started in 2016. The packing cubes have compression zippers with soft pulls so nothing gets scratched. The pen loops are made of pebbled leather to match the bag (and the packing cubes have the same leather for their little labels). The way the zipper-pulls on the side snap together (also leather). The magnetic closure in the toiletries bag. I could go on and on. I am confident that the claims on their site about their craftsmanship (“made to endure with grace”) are more than just polished copy. Time and travel will tell, but it’s looking like Wool & Oak may have just secured a loyal customer.

I CANNOT say enough about this company’s customer service! IN THIS DAY AND AGE IT WAS SOOOO REFRESHINGLY PERSONABLE, PROMPT & PROFESSIONAL!🩷💚 … I sent in several questions via their “chat” section and received a “PERSONALIZED” reply within 24hours!!!! It was kind, considerate, complete and addressed all of my questions!
THANK YOU Wool & Oak!🩷

This company stands out because not only do they produce very high quality products, but they actually listen to their customer feedback. I recently completed a customer survey and Cynthia at Wool and Oak actually responded and clearly was not just some AI robot, but an actual personal response. I have purchased three of their offerings and I look forward to seeing their new products in the future.
Very happy to do business with them.

Excellent customer service. Clearly a growing company that deserves patience from its customers who made such comments. A quality product that is beautifully manufactured. Functional products too though the garment section doesn't allow for one to use hangers. Everything must be folded.

Great experience and product! I have the larger black bag and has been a game changer with my business travel.

The bag arrived on time as promised. It functions incredibly well. Four days of works clothes plus shoes - no problem. Very few wrinkles. Just what I hoped it would be.

Customer service has been incredible. They helped me out with several issues. When ordering, order in advance. Pre-orders may take longer than expected. Too many people are impatient but this company produces quality products and excellent service.

I finally received my beautiful Nova large duffel after a long and frustrating experience. I ordered it on May 6th as I needed it for two upcoming work trips and was told that I would have it in advance. I was extremely frustrated that after MUCH back and forth, I finally received it on June 25, long after my work trips. However, to their credit, Zander from customer care was in close touch, always responsive, and offered me a small discount. The bag is beautifully made and well designed, although as a vegetarian, I wanted the canvas version, which wasn't in stock, and I feel very conflicted about having the leather version. I used it on a recent work/leisure weekend getaway, and it carried everything and was easy to use. The leather is very durable, but as a result, it's pretty heavy.

Update #3:
Wool & Oak, you have not sent me return information or a packing label for the bag I have, nor have you sent tracking information for a replacement. It’s odd that you are spending so much time responding to my review and not following through as you claim to. Your strange responses are however, helpful for my claim with AMEX, so thank you. I’m happy to send all your products back if you send me a packing label.

Update #2:
Wool & Oak has edited their two previous replies, removing one - demonstrating a lack of transparency. They have also flagged my review as defamatory even though I have emails proving all of my statements and the timeline of events. If you can see this post it is because Trustpilot determined that my review is not defamatory.

Update:
Wool & Oak has now replied to this review twice. Instead of giving a refund as any reputable company would, they have chosen to publicly call an unhappy customer a liar, defend their shockingly unreasonable policies, and admit to deleting my honest reviews. If this is not proof that the company is one to avoid, I’m not sure what is.

If there were a way to share photos and videos on Trustpilot I would gladly share screenshots of the emails they sent me telling me they use “jacket zippers”, the video I sent them showing the defective zipper, and the “troubleshooting video they sent me”.

Original Review:
I purchased the Duffle Suitcase and was happy when it arrived. When I finally used the bag a couple of weeks later, the zipper broke on the first day of my trip. As soon as I got home I attempted to return the defective bag but they told me I was outside the 14-day return window. The have now refused multiple times to accept a return and process a refund. It's literally the worst customer experience imaginable. Steer Clear.

Response to vendor #1:
I see that wool &oak replied below and that they are being dishonest. The have yet to actually offer me a replacement. They made “apply for warranty coverage”. They did this after I shared a video and they sent me a “troubleshooting” video that they have produced, presumably because zipper failures are so common. They also explained that they use “jacket zippers” instead of luggage zippers which is a further admission of selling a subpar product. I did not see the 14 day return window and would not have purchased the bag. I didn’t even use the bag in that period as I purchased it for an upcoming trip - which is what I imagine most people might experience. Furthermore, they do not display the review I left in their site and they actively delete the video and photographic evidence I have left in Facebook comments.

Additionally they say the warranty is for 30 days and we are now outside of that period so I doubt they will even honor that. I don’t want another bag that will fail while traveling. I believe a full refund is the only appropriate course of action.

I read the bad reviews and my experience so far so good. Great customer support on keeping me informed. As far as the zipper issue goes, the more I work with them the easier it is to use.

I love the duffel suitcase bag I just purchased as well as my large nova roller bag. Wool & Oak’s products are very well made. However, what I did not like about the duffel suitcase was the cost. It’s smaller than the large roller bag but right around the same price point which I didn’t really like. I purchased it however because I knew the quality and functionality would be good.

After reading many reviews, I purchased the NOVA Large Duffle and the packing cubes. The bag is beautiful and exceptionally made. The packing cubes are perfect and match the lining of the bag.

My husband is absolutely thrilled with the Nova Large luggage piece we recently purchased for him as a gift. It’s stylish, functional, and carry-on travel ready, which are equally important for our travel needs. Our customer service experience was also excellent. I was hesitant to make the purchase given some older online reviews, though recent feedback gave me confidence to try. I originally had difficulty adding a discount code for an online purchase, so I reached out to customer service. They provided timely assistance with applying the code to help me complete my purchase, and the service agent followed up with me directly twice in coming days to provide updates on my order status to ensure I knew the process was proceeding. I also signed up for shipping updates through their vendor partner. I appreciated the extra touch of them staying in touch after our first contact.

I am thrilled with my Nova large bag: it's attractive, durable, lightweight, easy to shift from roller to duffel (such as when you encounter a broken escalator) and it accommodates clothing for four or five days -- though it doesn't LOOK huge. A massive key for me is that the garment bag keeps clothing (even linen-blend pants!) in excellent shape. I could not be happier with this purchase! I believe the company is improving its shipping and encourage you to buy this bag!

Updating my review. After shipment and communication challenges delayed arrival of my bag by a couple of months, it was worth the wait. I now use it for most trips of 5 days or less - sturdy, well made and good quality leather. It can hold more than an average carry on suitcase and is far more convenient. My only point of note would be to work on making it lighter so giving greater scope for air carry on.

Just got the Duffle Suitcase , already have the Nova large but. I needed a second bag and the Duffle fit the bill perfectly. I'm leaving for Germany in a week and the folks at Wool and Oak assured me it would be here in plenty of time, and it was, it arrived today 27 June. Can't thank you enough. Everything I need is set. Thanks again.
Arthur, C.

months ago I placed an order with Wool & Oak and have been extremely disappointed with the entire process. I ordered a novo bag with packing cubes, but only the cubes arrived. When complaining I was offered a replacement bag which I accepted. Despite initial and repeated assurances that my order would ship promptly, I have experienced significant delays and a lack of transparency.
After multiple follow-ups, I was informed that there were issues with the shipping provider, which I can understand to some extent. However, the lack of proactive communication and the repeated promises that my order would ship "in a few more days" have been frustrating.
I was eventually offered the option to switch to a different product that was supposedly available for immediate shipment. I confirmed my preference and received confirmation that my order had been updated, but I still have not received any shipping information.
Finally a concrete shipping day was promised. But 10 and 11 of june came and went, still no nova bag was sent.
Overall, my experience with Wool & Oak has been disappointing. The lack of concrete communication and the delays and the potential use of ai in customer service have left me feeling misled and frustrated. I hope that Wool & Oak can improve their customer service and communication processes to prevent other customers from having a similar experience. Still waiting for a shipment announcement, perhaps it will never come, but in a few weeks i will try to get my money back if there is no response from wool and oak. And please not another: your bag is getting the finishing touches and will be shipped soon.

Update 29 july.
The most amazing thing happend: i finally got my duffel!! The duffel feels sturdy and the quality good. I cant wait to use it. A big thanks to Zander from customer service for making it happen (sorry for taking you for a bot) I stand by my dissatisfaction about the communication about availability and timelines from wool and oak throughout, but it would be unfair to blame individuals in customer service which did thier best with the information available im sure. Because the product feels solid and high quality and because customer service actually was there for me in the end i change my review from one star to three. Time to test the duffel in my upcoming travels

After 12 years of the same tired duffel, I wanted to order something with the garment bag built in. After researching, I ordered the Nova Large bag, and recently their newly released dopp kit (hasn't arrived yet). I really love the bag - it's stylish, has a premium feel, and is elegantly designed for functionality. There are other bags on the market that are less expensive, but I'm glad to have spent the extra money for something that's an integral part of my frequent business travel. The customer service was also top notch. Always responsive, friendly, and willing to help. 10 stars.