Jack Wolfskin Reviews 247

I so wish I’d read these reviews before ordering. A couple of days ago I attempted to order a couple of jackets from Jack Wolfskin online. At point of sale their website crashed telling me to use another payment method (I had tried PayPal payment in 3) so I tried again paying the full amount via PayPal. Same thing happened. For reasons known only to me and trust me I am kicking myself I tried a third time using by debit card. Same thing “an error has occurred.”
When I looked at my online banking they have taken £540 from my account without even having an order number. I have tried calling them and a representative asked me to email evidence of money being taken by JW and gave me the UK email address. That doesn’t even work. I get a failure to deliver message. Sending it to the .com address gets an acknowledgment but nothing else.
What a dreadful, dreadful company. I certainly will not be using this company again and I am still no closer to getting my £540 back for 3 orders that in their eyes don’t even exist.

Seem to have the same problem as everyone else. I have ordered a jacket on the 9th January 2022 and still waiting for it to be delivered. Now weeks later I can buy the same jacket for £65 cheaper. Very disappointed with the service.

Never ending delivery

ordered in the 15/01/2022 for someone's birthday still not arrived. They blamed brexit but i ordered something from China same date arrived 30/01/2022. Avoid Jack Wolfskin go to North Face better customer service.

Ordered online on the 14-January-2022, still waiting for delivery as of now. They blamed UK custom in their notification email and refused to cancel the order and refund. Such a shame for a global business, and where is the German efficiency?

I am experiencing the same problems as everyone else. Spent so much time trying to get hold of them. Only to be cut off after 30 mins waiting. Now you can’t even get on the line as we’re told they are not taking calls. I ordered a winter coat a lot of money. It will probably be spring before I get it. As said very quick to take the money. Surely they should not be trading to the uk at all. ☹️

Ordered item on 9 Jan 2022. Received order confirmation by email and the money was taken from my account.

On the website it clearly stated delivery would take 2 weeks due to system updates - no big deal. Email confirmation referenced delays due to Brexit and linked to a strange piece of literature explaining how:

“customer satisfaction is a top priority” and “Due to the short-term Brexit trade agreement between the UK and the European Union, new customs procedures had to be implemented, our software systems could not be changed in time given the short notice, and British customs and logistics service providers were faced with high demands and challenges. This led and still leads to difficulties in in the
logistic chains and massive delays in delivery in the UK. As soon as delays were foreseeable, we immediately
tried to find solutions for our customers in the UK and communicated the topic transparently on our website
and via personal emails.”

I waited the two weeks and then received an extensive email confirming the delays were ongoing. It included: “Although we could understand if this was your wish, unfortunately it is not possible at this point to cancel orders as the goods are
not only already packed and on their way,
but have also already been declared to
customs.” And: “However, we would like
to assure you that your parcel is not lost but
will reach you and that you do not have to
worry about money already paid or even
fear fraud.”

I was relieved to hear my order was put aside and on it’s way to me, and not too concerned about the customs delays. As an online business owner myself, I understand how customs can be difficult at times.

8 Feb I received another email stating much the same.

10 Feb I received an email stating my order had been cancelled for one of the following reasons:

• There was an exceptionally high demand for the item(s) which you ordered and they are now out of stock. Hence, we will not be able to deliver your order and have therefore had to cancel it.
• We were unable to verify the delivery and/or billing details.
• You cancelled the order.

None of these make sense as:

1. I was reassured my order was set aside so how could it be out of stock? It is still available on the website.
2. Billing details were verified as money was collected (9 Jan). There was no contact attempt about potential issues with a delivery address.
3. I did not cancel the order and in fact had been informed cancellation was not possible.

Avoid.

Confirmed they received my order on 05.01.2022 with caveat saying the "Due to Brexit, it unfortunately still takes approx. 2 weeks for deliveries to reach you". Still waiting!!! Would not have ordered if known the truth.
A generic email saying you are experiencing problems does not fill me with any confidence in either the brand or the organisation.

Ordered 3 items mid January and they still haven’t arrived, keep getting emails saying they are stuck in their warehouse, they blame customs clearance but never mentioned anything on their website and they took the money straight away. If they can’t ship internationally maybe they should stop doing it

Dear customer,

You placed an order in our online shop some time ago and are still waiting for it. First of all, we would like to sincerely apologise for this. It is now important for us to inform you comprehensively about the reasons and, above all, about what will happen next.

For some time now, your goods have been packed on large pallets and shrink-wrapped with many other orders in our logistics department, just waiting to be dispatched and delivered. Unfortunately, this is still prevented by considerable problems and delays in the customs clearance process, and we do not yet know exactly when these will be resolved.

In addition, due to the advanced processing status, it is unfortunately no longer possible for us to cancel your order, even though we could of course absolutely understand if this were your wish due to the long waiting time. Your order will arrive in any case. If you no longer want the goods, we can only offer to refuse acceptance upon delivery of your parcel. Alternatively, you can of course accept the goods, take a look at them and, if necessary, still return them to us free of shipping costs using the enclosed returns label.

We kindly ask for your understanding that we will not answer any questions you may have sent so far regarding your order, as we hope to have answered all your questions with this message. However, should you still have questions, please contact us again by replying to this e-mail.

We are aware that our British customers are the ones who suffer the most from these circumstances and nobody regrets this more than ourselves. We cannot apologise enough to you and would be very happy to make up for this experience in the future.

Kind regards

As for many other customers, I made 2 orders beg of Jan 2022 and never received them.
Customers Service keeps saying that they cannot cancel the order but they don't do anything to help.
I raised a claim to PayPal.

Like so many others here - placed an order. Money was taken that day. Weeks later they are sending emails saying the items are still in their warehouse but that as they have processed the order there is no option for refund, and no date when to expect order and no one to reply to customer queries. I have used them many times before. Never again.

I have used jack wolfskin for many of years have loads of diffrent clothing and I ordered a new pair of boots in start of December still not have received them like many more customers saying the been sent out and are in customs then saying they change there systems and no customer service don't answer back can't get a refund very poor for a big company very disappointed

Like most people here, I'm extremely unimpressed with the delivery and customer service. Ordered 1 item on the 6th of January 22. Received an email yesterday (3rd of February 22) saying it will likely be another 2 weeks. There's also no option to cancel the order other than refusing delivery at which point a refund will be issued.

I'm not in any hurry for the item, but extremely unimpressed and will not be using the online store ever again. I've never experienced delays like this in my life.

Avoid.

Two items ordered 4th Jan. Today received notification that my order is on the way and to allow two weeks. Also, one of items I ordered is out of stock and they will not give a refund. The online shop needs to be taken down until they fix their issues. 6 weeks wait for two items of clothing, only to find that one item is unavailable is totally unacceptable. Also looks like the same excuses have been rolled out for a long time. Out of interest, I contacted Parcelforce and queried the tracking ID supplied by Jack Wolfskin. According to Parcelforce, it doesn't exist, so the online Jack Wolfskin store appears to be some sort of fraud on an epic scale. Edit: Half of the order eventually arrived 8 weeks later. Still waiting on the refund for the half that didn't. I doubt they will recover from this

I am fuming with anger!
I have placed my order FOUR weeks ago and was charged for it promptly.
TODAY!!!! Yes TODAY!!!! I received my order confirmation that one of the items is out of stock.
There is no excuse for them.
It wasn't my first order with them but it is definitely the last one.
So angry!

I am very sad to write this review as I have many Jack Wolfskin products and they are all high quality, much-loved items. However, having recently ordered a backpack it is clear that the company is in crisis - who would introduce a new order handling system during a big sale? It is 21 days since I placed my order and I have just been told my item has been packaged up and notified to customs. So it has not even been dispatched yet. I will now have to wait for the package to transit through the awful Brexit arrangements which will probably take weeks more. A great company in an awful mess.

Ultra Poor Customer Service!

I ordered a product from their online shop two weeks back. I have not yet recieved the product. No updates also. Their customer service agent, Pierre Julian made me wait for 30mins. This person cut off the conversation during the chat. They are not even processing my refund now.

Will never buy Jack Wolfskin products anymore.

I am having the same problems as all the other people who have reviewed them.
The phone line isn’t in service, the online chat, either says busy, or they just close the chat or don’t respond, the one time I did get through I was also told there’s a system upgrade. Just avoid them items not worth the stress

Dreadful service from their online shop. I placed an order on December 31st, money removed promptly from my account, I telephoned their customer services to enquire what was the situation of my order , the agent I spoke to couldn’t have cared less by her attitude and phone voice and I told her so. I have contacted them today again and the order is still being processed, excuse this time is systems being merged! I have asked for my order to be cancelled and a prompt refund, they’ll have to check if the order has been processed!! Getting nowhere fast. If anyone from Jack Wolfskin read this review, get staff that are interested and respect your customers and don’t say one thing and nothing happens. I will never use your online shop again and most certainly will recommend that others don’t use it either. If possible they would not have been given 1 star.

I have brought Jack Wolfskin jackets for the last 25yrs and have always been very happy and they have lasted for years. Unfortunately their quality seems to have dropped significantly. Brought a coat for £250, the zip pull feels like it will not last long and the zip does up the wring way for a ladies coat. But even worse are the waterproof walking boats I brought. They are uncomfortable and are not waterproof. So end up with cold wet feet when walking in wet grass or in wet weather. Won't be buying JW products ever again!

The zip broke on my jacket and they refused to even help with the cost of the repair. Apalling service and poor quality merchandise. If you spend £100's on a jacket, you expect it to last for more than two years. DO NOT BUY FROM THIS SHODDY BRAND.