Jack Wolfskin Reviews 247

Same as everyone else. Ordered a product on 25 November. Have emailed twice, heard nothing. Live chat doesn’t work, neither does their phone number.

Absolutely shocking for such a big company. Will be sending the product back straight away when receiving it - don’t want anything to do with such a brand if they are this incompetent at just shipping!

I ordered a jacket on the 26th Nov only response I have received after emailing customer service is that they were busy on black Friday nothing to say when my order would be delivered emailed again today 5th December saying if its not here for Friday I want a refund..not too hopeful wish I had read the reviews..just had an email today 6th December saying my order has left the warehouse fingers crossed 🤞

What a crock of sh1te. Didn’t think I would need to check reviews but wish I had. Promised it had been dispatched and cleared customs but still nothing

PayPal claim submitted

I'd like to know the delivery status of my order JWA11403818283. I am in the Netherlands so all the excuses about customs and UK forwarder shouldn't apply to me. Jack Wolfskin seems to be in a complete operational disaster in terms of logistics.

After checking the reviews, there have been known operational/logistics issues for months, but without any warning on the website or follow-up emails when it exceeds advertised expected delivery time (3 to 5 business days for in stock items for NL).

The online chat doesn't open, email went unanswered, waiting on the phone for 20+ minutes and was told a standard response of "it is waiting to be dispatched" without further detail. Do I need to wait another week? two weeks?

Please can someone provide a useful update?

If I could have given no stars I would. I hadn’t thought to read other reviews before purchasing, I assumed this was a reputable company. I placed my order two weeks ago. Like others, I have had no communication since. You cannot contact them by any method on their website. I sent an email last week and have had no response. Hopefully I’ll get my money back.. DONT ORDER!!

Absolutely joke order over week ago no email no customer service DO NOT OREDER FROM THEM.

Wish I had read these reviews before I ordered. No update on where my order is, no way to contact the company. Their customer service phone no does not connect. The live chat does not work. I have little hope of any response to my email, judging by the experience of others who have gone before me.

UPDATE: After posting a poor review, and complaining all over social media, I have received an email saying my order is ready to dispatch. A coincidence?

Wow, wish it had occurred to me to read these reviews before ordering. I assumed they were a reputable firm.

I was keen to replace my existing JW jacket, so ordered a new one and a couple of washbags on 22 November. True the website says 5-7 working days to arrive.

Yet here we are 11 days after placing the order, 7 working days, post order. The parcel has not even been dispatched. I wouldn't have minded had there been an explanation available but I've only received a holding response (3 days ago) to my email.

First of, I the quality of Jack Wolfskin's products are good, and their in-store customer service is wonderful, but that's where it ends.

You cannot contact this company if something is wrong with your order. That is terrible.

I am appalled by the customer service when ordering their products online, and the responses here from the company are very rude. These customers complaining have very valid reasons, but instead the company representative here chooses to belittle them and communicate rudely as if they are at fault.

I placed an order almost 2 weeks ago, which has yet to even ship. If the delays in processing were properly communicated on their website, I would have zero problems with this. Add a banner to your website if this is the case.

I expected it to take a while, but not like this. Now again, if I could contact this company it would be less of an issue. Can you contact this company? No you can't. Their advertised hotline on their website does not connect. Their live chat does not work or load. No one replies on their socials. And no one replies to their emails. So each of their contact methods are falsely advertised to make you feel comfortable that you can contact if something goes wrong.

I will no longer reside at my shipping address in two weeks time, as I will be on holiday, and I can't even get in touch to update this address despite it being advertised on their website that it is possible. I cannot cancel my order despite it not even have been shipped or processed yet. What can I even do here? I'm out £400 because of this negligent company. Chances are the delivery gets left at a neighbour even when I do not want that, delivery companies keep doing that despite my requests not to. That would mean it wouldn't get returned. I will be away for more than 2 weeks, and then it's outside the return period. Would a normal company honour this? Probably yes. Would Jack Wolfskin? How should I know, I can't even contact them.

I was also charged the full amount for the ordered products at the time of order rather than the time of shipping. Most companies do not charge until the product is shipped or about to be shipped.

And to top it all off, they reply to these reviews as if they have no clue why they are receiving poor reviews. It's quite clear what the reason is.

Extremely slow, they give so many excuses in the review comments and are slow to update and reply to emails that it is quite shameful, It is better to buy it in the physical locations or even with Amazon, I will be talking with my bank soon since at this rate the day they reply I might be away for Christmas and Parcelforce will end up getting my package porch pirated.

Awful, impossible to get hold of anyone and you won't receive your items. For such a well designed website and expensive products it's clearly just a front and it's absolutely ****.
Had to raise a dispute with PayPal so now £100 out of pocket for Christmas

Placed an order on the 19th November and have had no notification of the goods even being dispatched. No meaningful replies to emails and no other way to comminicate.
This brand is sold in shops and I feel gives the customers who buy online the impression that they are a reputable company worth our hard earned money. I wonder if the stockists of this brand would to continue to allow themselves to represent this company if they were aware of the service (or not) of frustrated online customers.
I see the responses from the company citing warehouse problems so maybe they should suspend this area of the business until all outstanding orders are shipped and not continue to take new orders.
If anyone from the company can offer any positive update to my order JWA11403778710 I would be very grateful.
Update, my purchases have arrived on the 8th December. I have updated my 1 star review as being a business owner I know that reviews have an impact. The products are lovely and I would like to thank the company for fulfilling my order.

Ordered boots 11 days ago for a present having seen it was 5-7 days delivery. They have still not been dispatched and they refuse to let me cancel the order. No communication. No estimate of when delivered. Feels like I'm being fobbed off. They took my money immediately. Do not order from this company. Feels like a scam. Wish I'd seen this page before ordering.

If I could give this a zero I would. I placed an order on the 21st Nov expecting it to arrive in 5 working days. I have tried to contact customer service and I get rude unhelpful colleagues who do not give me any information apart from it will be sent soon? One lady actually said it may be next week or the week after, extremely unhelpful? And unprofessional to pass the blame to your shipping provider. That’s not my problem, I’ve paid shipping so sort yourself out. And what is soon, how long? I don’t know if I am waiting 2 days, 2 weeks or 2 months? Shocking and extremely disappointing. Please can you seriously sort this out and actual provide a clearer more specific timeframe for when I will receive my order! My order is JWA11403785932, please actually tell me something useful!

Ordered some gloves 8 days ago, and have received no correspondence since the initial confirmation email. Telephone number does not work, no reply to my email, and live chat cuts you off once you get to the top of a long queue. An update would be much appreciated JWA11403785621

One star is one too many for Jack Wolfskin Online Shop great brand NO customer experience what so ever ordered goods have been in contact with the customer service team THEY ARE NO HELP AT ALL
DO not purchase from the eshop jack-wolfskin com it is so bad it feels like a web scam

Really slow delivery, certainly not 3/5 days, that is why everyone buys on Amazon as companies just cannot get it together.
Then when I contacted them to chase the order, I was advised "I would just have to wait"
Really poor customer service

I bought a pair of Terraventure Texapore shoes in August 2022 which, after many weeks and much correspondence, arrived a month later. This was bad enough having been promised the footwear had been despatched when it hadn't. Fast-forward to October this year and, having only worn the shoes maybe 5 times, they began to smell like cat urine when they were drying out from a wet walk (given these are shoes designed for all weather conditions). I returned them and, after two weeks following return, was asked to provide proof of return as they had lost them. I provided this, together with bank details for a refund, and was promised this would be processed. I was told many times the refund had been done, only to receive another email last week saying they couldn't process the refund without our bank details! I finally received the money today but will NEVER BUY FROM JACK WOLFSKIN AGAIN!!!

I am new to Jack Wolfskin, but the website says all the right things and I have recently and so far bought 4 items for use on the mountains with the local ramblers group. I will comment on the performance of this gear at the close of winter next year, but I am quite happy with my purchases so far.

One of the items I have bought is Parana Pants M. The technology is listed as TEXAPORE PRO on the website. When I received them the label said TEXAPORE CORE, which is roughly half as waterproof (I would still need a pair of over trousers with the latter). I filled in a web form but didn't get a response. I then used web chat, and the lady said her documentation said they were made of TEXAPORE PRO. I asked why the label said TEXAPORE CORE, and she said because they contained TEXAPORE CORE as well. But why didn't the label say TEXAPORE PRO as well then. I'm not convinced. I could do to know once and for all if they are TEXAPORE PRO or TEXAPORE CORE (and if PRO I'd like to know why the label only says CORE, maybe they have the wrong label on them).

But otherwise I have had a good experience with Jack Wolfskin so far and am glad we can get Jack Wolfskin here in the UK. Hence a 4 star review. I will keep the trousers no matter the outcome.

If I was writing a review for the products then i would be giving 5, however the customer service is so poor. I got some walking boots for my birthday in Jan, they took forever to arrive, so didn't get them till February. They were the most comfortable boots I had owned, however one of the hooks to tie them up broke. So I made contact with customer service to be told they don't do replacements in the Uk, so I would have to send them back to get a refund. So I did this in March and nave only just got my refund, took so long and had to fill out loads of paperwork. Customer service was so bad.