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Company doesn't stand behind their returns. Purchased this jacket several years ago in Germany from a retail store that closed during COVID. Since then, the interior lining has begun crumbling away... See more
Always bought Jack wolfskin goods. I have several jackets fleeces. They rejected cashback through quidco on my last order stating order was altered cancelled or I returned the goods. I did not. I will... See more
Company replied
Ordered boots on 20/9/23, shipping should’ve been ‘within 5 days’, still no sign of them! Despite a UK address & items priced in GBP, they apparently ship from the US & as of today boots had still... See more
Company replied
Company details
Information provided by various external sources
JACK WOLFSKIN - Buy waterproof clothing, shoes, tents, equipment and more available online - JACK WOLFSKIN Outdoor Shop.
Contact info
Bedford Row 20-22, WC1R 4EB, London, Germany
- jack-wolfskin.co.uk
1.6
Bad
247 reviews
Replied to 20% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I really like it!
A lot of the bad reviews seem to be around delivery issues and / or fraudulent companies pretending to be JWS.
I can't comment on these things as I went to the store in west London and purchased directly from the shop. I love the quality and design of the jacket i bought first time round so much that i bought a second jacket today..again love it.
I really hope the company can sort out logistical / security and customer service issues because i think the products are really well made.
October 21, 2023
Unprompted review
It's a bit unfair Jack Wolfskin gets…
It's a bit unfair Jack Wolfskin gets such a poor score. The fact is, these are extremely good products. Years ago my family and I shopped JW products in Berlin, and they have been top quality. The problem is really the delivery partner to the UK. It's a hit and miss whether you get the product or not. I've shopped twice with them. The first time it came, although well delayed, and all of a sudden it just popped up without prior warning or post message from the courier. The second time, their courier on the continent for some reason returned the shipment to the warehouse instead of sending onwards to the UK. It has probably more to do with working with a poor delivery partners. The moment the shipment returned to their warehouse, they effectuated my reimbursement in full, no reductions. And the online support from JW was a good and kind and respectful as could possibly be expected, considering they probably have a whole lot of grumpy customers contacting them (judging by the trustpilot rating). So, top rating for the product quality and online support staff. Absolute bottom rating for delivery services.
October 8, 2023
Unprompted review
Reply from Jack Wolfskin
Hello Morton,
We couldn't believe that we received a three-star rating from the UK after all the devastating news on Trustpilot. We thank you very much for this positive assessment, which is encouraging.
At the beginning of last year we were under constant fire because the changeover to a new (well-known) merchandise management system in our central warehouse in Hamburg did not work properly. The mailbox at our call centre colleague was bursting at the seams and the processing times were exorbitantly high. The year before, it was Brexit, the change in customs regulations and the resulting departure of our long-standing and reliable supplier. Currently, it was staffing problems at the customs office and at our new supplier. The fact that our carrier in the UK does not have the best reputation either was only brought to our attention by this portal. We have already passed it on.
In any case, such situations are extremely stressful and frustrating for all those on the front line of customer communication, as you rightly mentioned in your comment. And believe us, we did our best here at customer service (info@jack-wolfskin.com/service@jack-wolfskin.com) and in the social media team at the company headquarters in Idstein.
Thank you very much and all the best to you!!!!
JACK WOLFSKIN Consumer Service
Chinese company -again ripping off customers
Another Chinese company taking advantage of the west, ripping them off, not delivering items taking their money. It seems to be more and more prevalent these days.
October 9, 2023
Unprompted review
Reply from Jack Wolfskin
Yes, you are absolutely right. But what does that have to do with the German company JACK WOLFSKIN, which has been successfully present on the outdoor clothing market for 40 years?
If there is any connection to us in your eyes and you are referring to our current delivery problems, you are welcome to write to us by e-mail and tell us your order number, which starts with JWA................. We will then be happy to inform you of the delivery status.
JACK WOLFSKIN Consumer Service Team
Scammers
Purchased some hiking gear received a womens scarf, was told they would not refund me unless I sent the scarf back at my cost. I told them to dedect the value of the $5 scarf they said they would refund me 50%, this is a chinese operated website with the sole intention of stealing from their customers.
October 14, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
Unfortunately, you have fallen victim to a fake webshop, of which there are more and more. We would like to ask you to send us the link to the website to info@jack-wolfskin.com so that we can forward it to our legal department so that the page can be deleted. Thank you very much!
JACK WOLFSKIN Consumer Service Team
Very long delivery I was away and…
Very long delivery I was away and delivered, I formed JW stated would be returned but instead left with neighbour I don't get on with. Parcelforce no contact to sort this.
Bloody awful.
October 12, 2023
Unprompted review
Reply from Jack Wolfskin
Dear customer,
We are very sorry that you had problems with the delivery. We would be happy to try to understand your case. To do this, we need the order number, which begins with JWA.......... Please send it to info@jack-wolfskin.com .
JACK WOLFSKIN Consumer Service Team
I give 1 star as I can’t give no stars
I give 1 star as I can’t give no stars. Awful company don’t use them at all. AVOID AT ALL COST
Taken my money over 3 weeks ago and nothing arrived.
Customer service, none at all
Run by the incompetent and starred by the none existent. Useless bunch of half wits. I cross my fingers they go out of business soon
October 5, 2023
Unprompted review
Poor shipping
Order placed 27/09, hadn't had any dispatch confirmation so 03/10 i spoke to somebody via online chat who said it had been 'exported' and that's all they could say. Today i received an email saying they have issues in their customs department and my parcel is still in the warehouse which is likely to be shipped end of next week (13/10). At this stage i would cancel my order but despite my parcel STILL BEING IN THE WAREHOUSE, I NEED TO WAIT FOR IT TO BE DELIVERED TO BEGIN THE RETURNS PROCESS! I think this is a total disgrace to stop people from refunding their items. As soon as they have your money they simply don't care. Wont be buying anything from there again.
October 5, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
Today a large pallet of packages for the UK was finally picked up from our central warehouse in Hamburg. We assume that your order is also included.
If you no longer want the goods you ordered, you can simply refuse to accept them. The package will then be returned to us and you will receive a refund.
JACK WOLFSKIN Consumer Service Team from Idstein
Where is my order JWA11403701741?
Where is my order JWA11403701741?
Placed order on 24 Sept, expecting delivery within 5-7 days as per info on the website. Have contacted customer services who have replied to say there are delays but with no timescale. Have spent a fortune on two pairs of kids' waterproof boots. The weather has turned wet now and the kids are coming home with wet feet. Appears there is no option to cancel and no update on when to expect delivery. Incredibly poor. If there are known issues with delivery timescales, customers should be told prior to delivery so they can make an informed decision. Evidently very little regard for their customers.
October 4, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
the delivery time is 5 - 7 WORK days. Your order is now only 1 day over the specified time. But that's just by the way. It is indeed the case, as I am sure you have also read, that we have had delivery problems for some time for various reasons. We must formally apologise to you for this. We are working flat out to get the situation back to normal. However, we cannot change the fact that our carrier only collects the pallets for the UK on three days' notice due to a lack of staff.
We have taken a look at your order. Your parcel is already packed, has a tracking number and is waiting for collection. However, the tracking number will not be activated until Parcel Force has scanned the parcel. So we have no choice but to ask you to be patient.
Your Consumer Service Team
Avoid at all costs!
Ordered boots on 20/9/23, shipping should’ve been ‘within 5 days’, still no sign of them!
Despite a UK address & items priced in GBP, they apparently ship from the US & as of today boots had still not left the US warehouse!
Asked to cancel order & get refund, their nonsensical reply was to wait gawd knows how long for them to finally get around to sending them, refuse delivery & then presumably wait gawd knows how long for them to trundle all the way back to the US before eventually getting a refund!
Four words……AVOID AT ALL COSTS!
October 4, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
We assume you live in the UK. Then you will generally receive the goods from our central warehouse in Hamburg, like all other European customers. Our normal delivery time to the UK is 5 - 7 BUSINESS DAYS, as you can read in our online shop under the "Shipping" section.
However, we currently have a personnel problem in our department that is responsible for customs clearance. In addition, due to personnel problems, our shipping company can now only pick up the corresponding pallets to the UK twice a week. It's very stressful, but unfortunately it can't be changed at the moment. We would like to sincerely apologize for this.
You are welcome to send us the order number that begins with JWA............. We will then be happy to take a look and inform you about the status.
JACK WOLSKIN Consumer Service Team
Where is my order JWA11403698825?
Where is my order JWA11403698825?
Your customer services do not respond to emails?I wish I’d checked on here before I ordered anything as nothing should take more than a few days to deliver in this day and age?
September 22, 2023
Unprompted review
Reply from Jack Wolfskin
Hello Clive,
We currently have a staffing problem in our department that is responsible for customs clearance. On top of that, our forwarding agent can now only collect the relevant pallets to the UK twice a week, also due to staffing problems. It is very stressful, but unfortunately cannot be changed at the moment. We would like to formally apologise for this.
We have looked at your order. The parcel is shrink-wrapped on a pallet with a hundred others to the UK, already has a tracking number and is awaiting collection.
We are very sorry about all this, but we really have no choice but to ask you to be patient as we cannot "fish" your parcel out of the shrink-wrapped pallet.
JACK WOLFSKIN Consumer Service Team
I would have scored a zero if I was able
I would have scored a zero, if I was able. I have read multiple reviews and mine is just a repeat of them. In summary the delivery is rubbish on none existent. THe customer services is even worse, just as lot of excuses but they take your money!!!! I ordered on 20th September today is 2nd Oct the order is still being processed JWA11403696649. By the time it get's here it will be spring ;-)
October 2, 2023
Unprompted review
Reply from Jack Wolfskin
Hello Phil,
Yes, then you have probably already read our current answer to the English customers, which also applies to your order. Your package is packed, has a shipping number, a tracking number and is waiting for customs clearance and subsequent collection.
Finally, we would also like to apologise to you explicitly for the delay of your order. If you no longer need the goods, you can simply refuse to accept them. Then the goods will be returned and you will be refunded as soon as possible. We would definitely understand that.
JACK WOLFSKIN social media team
Shocking service
Shocking service. Order placed on 20 September, payment taken. 11 days later no information, no shipping, nothing. I recommend you avoid this company if you don’t want to lose your money.
October 1, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
We know that you are waiting for the order from our online shop. Unfortunately, there are currently problems in our customs department. Your order has already been packed and is waiting for the customs declaration and subsequent collection by the carrier. Due to circumstances, it may take until the end of next week for your shipment to be dispatched.
We sincerely apologise for the delay. Our teams are working flat out to get your parcel to you as soon as possible.
As soon as your package leaves our warehouse, you will automatically receive a shipping confirmation, letting you know that your order is on its way. Until then, we ask you to be patient.
Please note that a cancellation is unfortunately not possible if you no longer need the order. In this case, we ask you to refuse acceptance. Your package will then be returned to us and you will receive your money back immediately afterwards.
We are very sorry that we cannot do more at the moment, but it was important for us to inform you about the current status.
If you still have any questions, please feel free to email us.
JACK WOLFSKIN Consumer Service Team
Poor
Order placed on 19 Sept not despatched in almost two weeks even though payment has been taken - JWA11403695078. No communication from the company.
September 19, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
We know that you are waiting for the mentioned order from our online shop. Unfortunately, there are currently problems in our customs department. Your order has already been packed and is waiting for the customs declaration and subsequent collection by the carrier. Due to circumstances, it may take until the end of next week for your shipment to be dispatched.
We sincerely apologise for the delay. Our teams are working flat out to get your parcel to you as soon as possible.
As soon as your package leaves our warehouse, you will automatically receive a shipping confirmation, letting you know that your order is on its way. Until then, we ask you to be patient.
Please note that a cancellation is unfortunately not possible if you no longer need the order. In this case, we ask you to refuse acceptance. Your package will then be returned to us and you will receive your money back immediately afterwards.
We are very sorry that we cannot do more at the moment, but it was important for us to inform you about the current status.
If you still have any questions, please feel free to email us.
JACK WOLFSKIN Consumer Service Team
These guys are collecting all the 1 stars
Wish I'd come to check here before ordering from this company. Order placed 18 September JWA11403694235, item showing in stock. Still not despatched, email not responded to...9 business days and not even processed. I feel a bank case will need to be raised to report as I have little hope of receiving these goods based upon the litany of 1 star reviews on here...disgraceful company
September 18, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
First of all, we would like to formally apologise for the fact that, for various reasons, delivery problems to the UK have once again occurred. We understand that you are upset, and this situation is also unsatisfactory and stressful for us.
We would like to help you by finding your order and informing you of the delivery status, as 4 pallets can leave our central warehouse in Hamburg again today, following personnel rescheduling. Perhaps your package is among them.
You are welcome to write to us via info@jack-wolfskin.com or the private Facebook messages and tell us your order number. We will then keep you up to date.
JACK WOLFSKIN Social Media Team
Awful
Along with everybody else, I wish I’d checked the reviews before ordering. Shockingly bad service and 10 days after ordering no update despite their 5-7 days delivery and a statement saying they would inform immediately if there would be any delays with shipping! At a time when we’re all struggling with finances, the last thing I needed was to order a jacket for my son to wear to school and it not to arrive and have to pay out for another one! If a business is unable to manage international shipping, they simply shouldn’t offer it. I love their products but have previously only ordered from U.K. retailers and I would advise everyone to do that in preference to ordering direct. I tried contacting them but was just directed to their delivery guide and told they can’t cancel orders. In my opinion up until the point of shipping you should be allowed to cancel and I’m pretty sure there are regulations in place that support doing so. Regardless, I would advise anybody facing similar issues to raise a dispute with your bank or credit card company as it is simply unacceptable for a business to take our money and not provide the goods that have been paid for. Whining about the difficulties they have had since Brexit is quite frankly, pathetic. If you can’t do something, stop pretending you can and get your systems in place to ensure you can deliver on what you offer. I wouldn’t expect to go into a physical store and hand over my money then leave without my shopping so why is this in any way acceptable? Jack Wolfskin, I suggest you take a long look at how badly you are treating customers and how much damage you’re doing to your reputation with these shoddy antics.
September 29, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
Thank you for your detailed evaluation and your constructive suggestions, which we can unfortunately only implement to a limited extent.
First of all, we would like to formally apologise for the fact that, for various reasons, delivery problems to the UK have once again occurred. We understand that you are upset, and this situation is also unsatisfactory and stressful for us.
We would like to help you by finding your order and informing you of the delivery status, as 4 pallets can leave our central warehouse in Hamburg again today, following personnel rescheduling. Perhaps your package is among them.
You are welcome to write to us via info@jack-wolfskin.com or the private Facebook messages and tell us your order number. We will then keep you up to date.
JACK WOLFSKIN Consumer Service Team
AVOID, goods not delivered, nightmare
AVOID - Dreadful customer service. Placed order on 17th Sept online, items in stock and advised 5-7 days delivery. 11 days later I contacted them and was told that my order has not been shipped yet! I needed for a holiday I was going so advised them to cancel my order and refund my account which was debited on the 17th Sept, the order date. THEY REFUSED! I was told I would have to wait for the goods to arrive, the refuse delivery and then start the online refund process!!! They couldn't even give me a estimated shipping date!. I'm now going to contact my credit card provider to dispute. Could really do without thsi hassle.
September 28, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
Unfortunately, we are not able to communicate anything else either, which we are very sorry about. Your parcel is packed, shrink-wrapped on a large pallet, has a tracking number and is waiting for customs clearance and subsequent collection. Since we can no longer fish out the parcel, refusing to accept it is the most sensible way to get a replacement as quickly as possible. Due to the automated processes in our large central warehouse in Hamburg, the refund can unfortunately only be made once the goods have been booked back in. Once again, we can only apologise for any inconvenience caused.
JACK WOLFSKIN Consumer Service Team
Horrid customer service and failure to deliver products you have paid for
Horrid customer service including an agent being passive aggressive when asking where an order is. The item is in stock and has been for the 2 weeks I’ve been waiting for it to be shipped. They refuse to give a predicted delivery time, refuse to cancel the order despite breaching their own terms and conditions and refuse to refund. Steer clear of this company at all costs.
September 25, 2023
Unprompted review
Reply from Jack Wolfskin
Dear customer,
Please send your order number starting with JWA................. to info@jack-wolfskin.com. We will check immediately and let you know the status of your order.
JACK WOLFSKIN Consumer Service Team
I'd give zero stars if I could
Order JWA11403696028
Ordered the Tannenspur Coat and a week later still no shipping confirmation. Absolute crap, which I'd have read the reviews on here before I ordered. I ordered this to take on holiday, guessing I'll be going without it. Cheers for that.
September 19, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
Our normal delivery times to the UK are 5 - 7 working days, as you can see on the UK website under the shipping information. Your order is dated 19/09/2013 at 9:15pm. There will be no processing of the order that night. So it will count from 20/09. In this respect, the delivery time would just be in the so-called green zone.
We have looked at the process. Your parcel is packed, already has a tracking number (OF7451194) and is waiting on a huge pallet for collection and customs clearance. As soon as the parcel has been scanned by Parcel Force, you can track the shipment.
If you have any further questions, please do not hesitate to contact us at info@jack-wolfskin.com
Best regards,
JACK WOLFSKIN Consumer Service Team
Wasted Money on Supposedly Waterproof
For all waiting for their orders, maybe there’s time to cancel and rethink? I ordered the supposedly waterproof Woodland Texapore hiking boot for wet day wear (not even hiking!) for my son. Waterproof was the key feature I particularly needed, tho style was important too. My son found them comfortable and ok for his street cred. I liked the look enough to buy some of my own too. So £140 later with 2 pairs of walking boots advertised as waterproof and imagine how ripped off I feel they are anything but waterproof!! Might as well wear Skechers for the waterproof qualities. Would not go anywhere near anything Jack Wolfskin again and I’d suggest if your order is delayed and it contains anything supposedly waterproof you’re going to be relying on, cancel your order now! I wish I’d known the waterproof claims were just advertising puff and totally misleading.
September 22, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
We are very sorry that you are experiencing waterproofing issues with your new JACK WOLFSKIN footwear. We would like to formally apologise for this. Of course, this should not happen.
Please complain about the shoes to the retailer from whom you purchased them. He is your legal contractual partner and will take care of the complaint. They will also let you know what your options are.
If you need a return label and return form, please write to eshop@jack-wolfskin.com. Thank you very much!
JACK WOLFSKIN social media team
Wish I had seen these reviews before I…
Wish I had seen these reviews before I ordered as I would not have done. Terrible service, advertise 5-7 days for shipping but after a week still heard nothing. Excuse is problems with customs but they have not communicated any problems until I asked....wouldn't order from again.
September 20, 2023
Unprompted review
Reply from Jack Wolfskin
Dear customer,
Please send your order number starting with JWA................. to info@jack-wolfskin.com. We will check immediately and let you know the status of your order.
Many greetings from the Consumer Service Team at the company headquarters in Idstein.
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