Jack Wolfskin Reviews 247

Poor quality and poor customer service.
Jack Wolfskin claims their products are good quality and offers a 2 year warranty on their products. A jacket I bought in a department store in UK broke on the sleeve after light use. I contacted Jack Wolsfskin and they did not take responsability of it. They said they only respond to complains from items bought from their online shop. Think twice before buying from Jack Wolfskin.

Poor quality kids Tucan jacket. Zip just comes open. I’ve had products previously, 4 years and they’ve been good but quality has drastically gone down. No zips on pockets and fabric is thin. Also contacted them and they said they’d send an envelope to return and heard absolutely nothing further so now logging a complaint.

Don't buy it ?????? 😭😭😭😭
Nothing is waterproof !!
Buy something with Gore Tex ???

Jack Wolfskin products are good, but ordering them is impossible. My previous order never arrived and I was told my request to return it would lead to a refund that I never asked for!

I have ordered a similar product again. JW confirmed the order had been shipped and left their premises on 24/09/24 via Parcelforce Express 24. Today is 30/09/24, and no product has arrived again, with no tracks active against the consignment number on Parcelforce’s tracking system.

I tried to ask for help using JW’s online form. After completing it, it said ‘enter valid data’! Gave up!

Tried their 0800 helpline number, and the message was that it had not been possible to connect my call - please try later! Trued sgain and again. No joy!

Good products - just can’t rely on getting them via the online site!

If you can buy them in a shop, do.

Buying from JW direct - good luck!

UPDATE:

Just received the jacket on the 1st October, seven days after my order was confirmed! It arrived from ‘Callaway Golf Europe Ltd.’ Anyway, relieved - and the jacket is good quality, as JW products are.

High spec waterproof jacket not waterproof. Staff at Clarks Village, Glastonbury, store really rude and unhelpful. Online complaint only got me directed back to same store. Useless in every way.

I am writing to express my dissatisfaction with the service I received from a staff member at your Mc Arthur Designer outlet, Cannock, West Midlands

During my visit, I encountered rudeness, unhelpfulness and lack of professionalism in your store staff. The staff member involved was very disrespectful and his behaviour was not only unprofessional but also unacceptable for a business that values its customers.

As a customer, I expect to be treated with respect and courtesy, which was not the case during my recent visit. This experience has left me feeling disappointed and reluctant to return to your store.

I kindly request that you look into this matter and take appropriate action to ensure that such behavior does not occur again in the future. I would appreciate a follow-up on how you intend to address this issue.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Sincerely,
Arun

I have been denied to speak to the manager. It was pathetic and shameful behaviour by your very young boy as salesman. How on earth you employ such inexperienced and incompetent salesmen in your store.

The products are superb quality. The UK Online Store isn't. My first order over 600 GBP took over 3 weeks to ship (technical fault, apparently), but they also couldn't just cancel it.

In my second order just now I chose the wrong size, so I immediately ordered the same product again in the correct size and contacted the customer service over chat to cancel the first order. The reply: "We cannot cancel orders once they are placed."

Now, as an E-commerce specialist, I know that's a blatant lie and just awful customer service. I will now wait for god knows how long to receive the wrong item, just to send it back again.

So guess what, this was my last order with them.

Wish I'd read the reviews here first before ordering. 5-7 days is a blatant lie! Day 10 and a missed birthday, but no delivery. Clowns.
Also seems like there is no "service" in Customer Service so I'll make sure I am never a "customer" again.

I spent £84 having previously spent over £150 with Jack Wolfskin I thought I could trust this company and they had my best interests at heart but I was wrong. Getting close to my holiday with only just enough time left I ordered a pair of shorts and a toiletry bag that I needed anyway at the same time I placed the order I sent an email kindly asking if they can dispatch asap as I'm due to leave the UK for my holiday in a few days. I kept checking the dispatch and nothing! So I sent another e mail politely asking if they can help me by dispatching my goods. I received a reply saying there is nothing they can do. This beggars belief sure there is ! So I phoned from the UK costing money now for a call. Again I was polite and simply asked if they can get my items dispatched so I have a chance to receive them. The assistant came back to me saying my items will be several days before dispatch. This is not what it said on their site. It states delivery in 5-7 days anyway I found the same items on Amazon to arrive today so I have ordered them and I have requested Jack wolfskin to cancel my order and give my money back. No problem if they don't I will do a charge back from my bank. I decided to report this to paypal and raise a dispute. Jack Wolfskin responded asking me to close my case with paypal saying they will give me a refund if i do. I havent closed the dispute. Having read about others being asked the same. Its ludicrous! Anyway if they dont pay me by 30th May paypal will return my money. If you are going through the same with this company do not close your dispute because once closed you cannot reopen it. I'm going to close my account after this and never shop here again!

Jack Wolfskin boasts of the most terrible Customer service team ever. Especially the officer named A is worth to mention as absolutely contrary to the aim of the company to maintain a decent level of adequate after sales care and service. A, in my experience, always misinforms me, delays the deliveries, interprete the obvious shipping policies of JW her/his way. If you don't immediately alert eshop after purchase, you will wait for at least 14 days in vain and the overall delivery period will be extended to roughly a month. I am surprised how JW could tolerate such a low ranking performance of its customer service. Trust Pilot survey indicates that 83 % of Jack Wolfskin customers experience is terrible as mine.

I purchased items worth £84 from them on 7th of May, believing in what was written on their website, i.e. that my order would reach me within 5 to 7 working days. I did not receive any shipment notifications for almost a week, so I made an enquiry with their customer support to ask what was the status of my order and when I could expect it to be shipped. They replied saying that it still did not leave their warehouse. When I repeated my question regarding the estimated shipment date, they told me they did not know that. The items eventually arrived a few days later, but they left the warehouse more than a week after the purchase.

Extremely poor customer service, would not allow return after 14 days. I was unable to return the item before 14 days due to being on holiday, but a return was refused. I will never order from this company again.

Much like other reviewers on here, I've had a disgraceful experience. Placed an order a month ago and expected delivery within a week latest. Was sent an email to confirm shipment but then no further communication from Parcelforce on when the parcel would be delivered etc. Eventually checked the tracking on the website to find supposedly delivery had been attempted, no one was in so they have taken the parcel to the post office. I was in all day!! So that's a lie. No card was left so I had no information on which post office etc. Tried to rearrange delivery without any information to hand and of course that didn't work.

Contacted Jack Wolfskin about the issue and was told to fill out a form about a lost parcel. You have to print then scan it and email. I mean it's the most complicated process for refund when I have not even received it in the first place!!! Surely they can see the tracking and lack of delivery at their end?? They make it so difficult for the customer. I won't EVER be ordering from them again.

Re- ordered again for delivery to a store. Again was sent an email when it was posted then no further communication to say the package has arrived. Like do they even want any business??

The whole process is ridiculous, making it incredibly hard for customers. I'll be putting in a complaint with my credit card company and possibly even reporting to trading standards for ridiculous lack of service.

Having seen the score for the Jack Wolfskin online store, I was a bit worried. However, the service and product have been excellent. My new shoes arrived in a few days, well packed and with a Returns label enclosed. I am not returning them tho as they are great and I have just walked out in them. They felt very comfortable first time out.

Delivery is not 5-7 working days!!! I wish I’d consulted Trustpilot before placing my order. I placed an order for 3 items 3rd April. 7 working days later I still have not received the items. As other reviewers have said after contacting JW via the chat facility that the items are coming from Germany and are stuck in customs! That is absolutely ridiculous and seems to be quite common, so 5-7 working days is a completely false claim and should not be stated on their website. I will be lodging a complaint. Companies that get their customer service so wrong, lose customers and I will not be ordering from this company again.

After multiple messages saying the refund had been made…not! Now refusing to refund as I opened a dispute with Paypal and they want me to close the dispute before they will refund. Paypal advised me not to close dispute as it cannot be reopened if closed. After a short period, to allow JW to refund, they will refund me and get the money off JW. JW want me to close the case as they could end up being unable to use Paypal. They certainly don’t want that. So, buy with Paypal and open a dispute if necessary.

Purchased a athmos 20 back pack on the 4th March . I chased this item with the online Customer Support team ( uk )after two week’s and again at the 4 week point. The customer service was the worst I have experienced ! Had to fill out further paperwork for them on something I hadn’t even received. I told them that all I wanted was the product and eventually they gave me a refund and told me I had to reorder the item at the enhanced price as the sale was now over ! Customer service was extremely poor and disappointing from a perceived major brand! I won’t be buying from you in the future ! Good luck if this is the way you treat customers !

Returned items via parcelforce but have not received a refund after 2 weeks. Phone number does not work, live chat ignore you and end the chat, they have not responded to emails. Avoid at all costs.

If I could give 0 stars, I would.
I placed my order on 7th March ahead of a charity event I’m taking part of Sunday 24th. I expected it to take a while to leave the warehouse as it states 5-7 working days in the email, but thought it’ll be here in time for the above date.
It’s been 11 days since placing the order, and the order was dispatched on 14th March, but there is NO update on my tracking with Parcelforce. Jack wolfskin customer service say it is coming from Germany, whilst Parcelforce say it is coming from Callaway Golf Europe?
I’m none the wiser as to where my parcel is and what’s going on, or when to expect delivery.

Went to store in Cheshire oaks saw the coat I wanted but decided to call on the way back when I went to the shop the coat had gone I spoke to a gent named Kyle who went out if his way to check warehouse for me there was one in my size a gent named Tom went to the warehouse for me and bought the coat back to the shop this is real customer service thank you Kyle and Tom