Jack Wolfskin Reviews 247

Sadly like lots of people, ordered over five weeks ago, got an email saying dispatch over three weeks ago and still no items. Received an email today saying please complete this form and we will refund. Such a shame, will stick with montane and berghaus.

The zip on the coat doesn't work properly and I have decided to return or exchange. But. No label provided in the box. So I have tried to contact the company by email, still waiting reply, two weeks already. Tried to call, spent £ 2 waiting in a queue because the calls are chargeable. Tried online chat - doesn't work. Totally I have sent them about 5 emails, no reply. It stated on the website that the returns are free, but if I just send the parcel back to them it would cost about £7 for me. This the first company I am struggling to send the item back.

I recently bought from jack wolfskin and I have too say their customer service is 1st class . I went in American customer service and they redirected my message to the uk customer service for me . Yes I highly recommend and the quality of all my fleeces are 1st class
Heather

purchased a down filled insulated jacket as i needed a warm coat to walk my dogs i could not believe what i recieved its total rubish it has no filling it is as thin as tissue paper no use to me at all totaly unfit for purpose

We bought some JW waterproof boots which leaked badly.

UPDATE: Jack Wolfskin have just advised there is a 2 year warranty on their products. Returned the boots to the retailer and received a credit. Shame the boots leaked as they were very comfortable but fairs fair, very good customer service

I payed for 3 iteams 6 weeks ago and still have had no confirmation or anything. My delivery was supposed to go to Melbourne, Victoria.
I would not recommend them as I believe there a fraudulent company.

Appalling customer service - they never answer the phone their chat app doesn't work neither do they answer emails

Ordered on 28th November and radio silence since! no means to contact - chat doesn’t work snd no reply to two emails - Avoid!!! I thought this was a reputable company!

Absolutely terrible customer service.. I placed my order on the 27th November and it’s now the 9th Dec and it’s still not been dispatched, I’ve emailed but no response, I’ve rang numerous times and when I did finally get through, I stated I wanted a refund as it’s still not left their warehouse, I was told this is not an option. Never buying from here again

Order hasn’t been shipped yet after 10 days, so I ask for a refund, no option to give me a refund until I have received item then send it back, credit card company says that if it hasn’t been shipped they should offer a refund, very frustrating.

If your goods do arrive there is no freepost return shipping label in the package. You are directed to contact customer care but the telephone number is not recognised the live chat doesn't connect and e mails are unanswered so you will be left to pay return postage then hope to receive your money back which if the rest of the shambolic shopping experience with this company is anything to go on is doubtful. No excuse for non existent customer service from a well known company. Also if looking to replace a previous wolfskin jacket you will be disappointed at poor quality of jacket. The one I bought was £230

Took a couple of weeks to even ship my item, the issue being they were sending the item from Germany (which had i known i wouldn't have ordered as i know the difficulties of international shipping) and the customer service... dear lord its impossible to get in contact with them, i'm still waiting on any reply from my original email. In short, dont bother ordering from them they dont know what they are doing RE online sales.

What to change:
- Be transparent if you are shipping items from abroad as this does make a huge difference in transit time. and customers deserve to know that when deciding to order or not.
- overhaul your customer service entirely, its not even close to what is required.

If only we could give 0 stars. Like so many others on here, placed an order 12 days ago which hasn't yet been dispatched and I now feel compelled to write my first ever Trustpilot review so that others don't make the same mistake of buying directly from Jack Wolfskin!

I have called their customer services hotline and their store in London and neither number is answered even after waiting for 15 minutes. No response received to my email amd the Live Chat is just a blank screen; how can a brand like this completely ignore their paying customers?!

I thought this was a reputable company but it's now clearly some sort of scam operation. If there are delays with dispatch, put a banner on your website. If customers try to contact you, answer them. This company seem incapable of performing the most basic fundamentals of retail.

Hopefully BBC Watchdog or trading standards will be able to pick up on this in the UK as it's shocking a company can just take money and not only not deliver the goods, but go radio silent. It's bad enough any time of the year, but especially at Christmas where most of us can't afford to lose money or time having to replace gifts that clearly aren't going to arrive.

ordered from jack wolfskin web site . got no order number but took my money from bank . i emailed them and got no reply and tried to call them but no one will answer the phone . do not use them ever

An update on my order just over 3 weeks ago and today out of the blue the fleece and gilet were delivered by Parcelforce. The goods in question are the same good quality as normal so extremely happy there but just amazed at jack wolfskins lack of communication regarding the delivery of items as no hard you try to contact them you get no response which from a good company is a bit of a shambles but hey let’s hope they get there act together after a lot of negative reviews recently. I know it seems easy for me to say this now I have received my items but if you’re still waiting I would say it looks like since the order placed you are looking at approximately 3 weeks for delivery so fingers crossed and come on jack wolfskin sort yourselves out regarding communication issues.

Like all the other reviews, I wish I had read these before!! Have purchased numerous times through stores and always liked the products. Ordered on line on 20 November, now 7th December and no item and no e-mail response, however, I have disputed through paypal and all I got was 'we have a backlog please bear with us'! Never ordering again!

I have a similar experience to other reviews on here, however, with a better outcome. I placed an online order on 23 November, on exactly the 7th working day after placing the order I did receive an email from the company saying my items had been dispatched and please be patient. I have a tracking number and it is in a UK Parcelforce depot. Jack Wolfskin are a German company and now have the added complications of brexit to negotiate when shipping to the UK. Like other EU companies I use, such as Gudrun Sjoden, consequently delivery is not so quick. Customer service could be improved but on the whole not a total disaster - although I haven't actually received anything yet so who knows?!!

My items arrived but now I’m unable to send them back. No postage label was given. They don’t answer the phone the chat doesn’t work and they don’t respond to emails. I’m over a hundred miles from a shop. Disgusting service will never use again. Do not order from them.

If I could give 0 stars, the I will definitely do it. No response to email, iphone number doesn't work, live chat doesn't work.I've returned my staff but didn't any feedback. So disappointed.

Previously purchased stuff in store at Birmingham UK but now i have moved thought I'd use online.
Ordered 26th November and acknowledgement said order being processed. It's now 5th December and I've heard and received nothing. Chat line doesn't work, phone always busy and no doubt it will cost, emailed twice but no response. Shambolic organistion and shocking customer service.
UPDATE - The VOJO 3 Texapore boots did arrive and they are great. The size 8s fitted perfectly and no rubbing or breaking in required. 100% waterproof. Fantastic quality product that I would give 5 stars.
I understand from visiting a store that Jack Wolfskin online were overwhelmed by the number of orders. If they sort their online team out then I would recommend them. My actual in store experiences have always been excellent and the online is letting the company down badly.
So ZERO stars for online
FIVE stars for their products
and FIVE stars for inshore shopping experience.