I’m visited the store in Cheshire Oaks today looking for a specific backpack for my forthcoming trip. I was approached by Kyle who took the time to explain the different options available to me to fit... See more
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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.
Terrible
*And so it continues!!! If I could review the shambles of a business -5 I would.
I received notification from my bank today informing me that the refund I eventually received after weeks, was attempted to be taken back. Thankfully my bank stopped it and is now investigating further fraudulent behaviour by Jack Wolfskin.
Terrible. Wish I’d checked reviews before ordering.
I’ve just read the reply from Jack Wolfskin to a review similar to my own experience. This just looks like one excuse after another;
I’ve been waiting for my products now for over 12 days
Jack Wolfskin reply to another customer:
We informed the affected customers about this by email and also adjusted the delivery times on our website.
[Clearly you did not as I saw nothing and ordered - nothing claiming a delay on your website!]
My advice - Do not order anything online. They quickly accept your money and leave you hanging, unless you contact them. Then excuse after excuse. Not good enough.
I’ve contacted my bank who are investigating this business and returning funds accordingly.
After chasing up my refund…
Sorry to hear that.
We have started the refund process today so I guess in a couple of days you will receive your refund in your bank account.
I replied again - stating that I found this response was unhelpful and lackadaisical.
The reply back;
I am sitting in Malaga, the refund process does not depend on me. What I was trying to say with a couple of days (in Spain, couple means 2) is that I saw the refund in our system but it takes 1-2 depending on the banks (JW and your UK bank) to reach your bank account.
Btw, thanks for teaching me a new English term ("lackadaisical attitude")…. I have two bachelor's degrees but English was always hard for me to learn.
As I said - says it all about this Company.
August 16, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Jax,
Since your review on our German Trustpilot site was the same, please allow us to also send you the same answer here.
Thank you for your open and honest feedback, even though we are of course not happy about it. We very much regret that everything seems to have gone wrong in your case and would like to apologise for this, but above all for the communication that took place. Even though a staff member can have a bad day like any other person, this should of course not happen and is certainly not in our interest either. We will talk to our staff again and sensitise them.
At the same time, we would be very happy to contact you again personally by e-mail on Monday to go into more detail about what happened.
Your JACK WOLFSKIN Consumer Service Team
Shops fine, eCommerce avoid
My partner ordered boots for us 11 days ago now, we’re going away tomorrow and have been told we definitely won’t get them in time as they haven’t even entered the country yet.
The replies to the reviews here are not valid, I work in eCommerce myself, if you have a system failure it’s simple, announce it on your website or the checkout page and let your customers know BEFORE THEY ORDER so they don’t end up going on holiday without the items they need. Can’t see anything on social media announcing there is an issue either, they wait for you to order then let you know a few days later.
There’s clearly a big backlog of orders and still an issue so why does it still say 5-7 days on the website. Because they want the money and will just fob you off with an email.
System failures happen and can’t be helped but let people know who are thinking of ordering, don’t just take their money anyway. You’ll have a return system failure soon with all the items that’ll no doubt be sent back because of this.
Wouldn’t order again simply down to the way this has been handled and will be returning both boots.
August 23, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Emma,
We did indeed have a system failure. We informed the affected customers about this by email and also adjusted the delivery times on our website. In the meantime, fortunately, all systems are working again and we have been able to adjust the delivery times on our website accordingly. We would be very happy to try to help you, but unfortunately we do not have any data that would enable us to find your order. Can you please be so kind to send us a short e-mail to info@jack-wolfskin.com and tell us the order number beginning with JWA. Please write "Trustpilot" in the subject of the email. Then we can not only link to our communication here, but also quickly filter out and process your email. We will then get back to you as soon as possible.
Kind regards
Your JACK WOLFSKIN Consumer Service Team
Be wary of ordering from this website.
Be wary of ordering from this website.
They advise a delivery time of 5 to 7 working days, but 5 to 7 weeks seems more likely.
i placed an order for some shoes on 1 August. A few days later (4 August) they sent me an email apologising for a delay in dispatch, due to IT problems, but advising dispatch would probably be the following week.
Yesterday (17 August) I received another email telling me my shoes have been dispatched and that I should receive them within the next three weeks (i.e. by 7 September).
And yet on their website they still advertise delivery within 5 to 7 working days.
Response to feedback from Jack Wolfskin.
Well, to be fair to Jack Wolfskin, the shoes dispatched by Jack Wolfskin on Thursday 17 August arrived this morning (Saturday 19 August). The shoes themselves are a good fit and feel comfortable.
Perhaps I misunderstood the dispatch email. It read: ‘Parcelforce Worldwide requires approx. 2 weeks to activate the tracking of your orders. We assure you that your package is already on its way to the delivery address you supplied. If you do not receive your goods within the next three weeks, please don’t hesitate to get in contact with us.’ I took that to mean that it would take two weeks for the package to reach Parcelforce, and would then be delivered. However delivery actually took just two days from dispatch.
August 1, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Joseph,
We are very sorry that we had a technical error that caused massive delays. Fortunately, we can confirm that everything is now running smoothly again and all orders are once again reaching our customers in the UK within the stated 5-7 working days. We have seen that your order was delivered on Saturday, but would like to apologize once again for any inconvenience caused. We would be very happy to convince you in the future that this was an exception and we can do better.
Your JACK WOLFSKIN Consumer Service Team
AWFUL CUSTOMER SERVICE They flood social media with adverts so…
They flood social media with adverts so I took a look.
This is NOT a complaint about the actual products as they are great BUT the Customer Service is appalling.
I ordered 2 x Skorts in different colours same size.
The grey one fitted perfectly but the red one was about two sizes too small. I checked both labels and they showed the size I had ordered. Clearly a quality control error with the labelling of their sizes
I just wanted to exchange the red one for one of the correct size.
I could not make direct contact by telephone and my emails were ignored.
So I sent the red Skort back with a covering note and the invoice asking for an exchange but also asking for them to check the sizing as this item had been incorrectly labelled.
10 days later I received an email to let me know they were processing a refund, no mention of an exchange even though they still had the size I wanted in stock.
I ended up re ordering the red skort and paying another lot of postage.
I have still not received this order.
Their dispatching is so slow and not acceptable.
I won’t be ordering anything else from this company it is too much hassle.
They need to take a good look at their customer service.
July 12, 2023
Unprompted review
Reply from Jack Wolfskin
Hello Cathy,
Thank you very much for your constructive criticism. First and foremost, we would like to formally apologise for the inconvenience caused. These incidents in the ordering process are of course not in our interest.
We would like to ask you to send us an e-mail to info@jack-wolfskin.com and include your current order number. We would be happy to take a look at the status ourselves and give you feedback.
In addition, the item number of the skort would still be important in order to check for any incorrect stock levels.
Please refer to our contact on Trustpilot. Thank you very much!
Your JACK WOLFSKIN Consumer Service Team
Read the small print
Parcel took 2 weeks to arrive. Customer services were pretty awful, but honest enough. Was told there was an IT issue which had slowed everything up. No mention on their website that u could be waiting weeks for your package. Prob won’t use again purely for that sake
August 23, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Steve,
We can fully understand your feedback and we apologize sincerely for the delay. Fortunately, all IT issues have been resolved in the meantime. As soon as we were aware of the problems, we have of course adjusted the delivery times on our website to inform our customers. We would be very happy if in the future you would give us a chance to prove to you that this was the exception and that we usually deliver reliably and on time within the stated 5-7 working days to the UK.
Your JACK WOLFSKIN Consumer Service Team
I would definitely recommend not buying…
I would definitely recommend not buying off this company you will never receive the item and you have to keep chasing them. Better buy you hiking gear from a company that know what there doing and will ship the order with in a few days
August 1, 2023
Unprompted review
Reply from Jack Wolfskin
Hi Andrew,
We are very sorry that you had a bad experience when ordering from our webshop. However, we would like to reassure you in advance: There is no reason at all to doubt that you will receive your goods. We are a reliable company and would not have been successful in business for 40 years if we treated our customers in this manner. However, we can absolutely understand your concern and would at least like to explain the background to you. Unfortunately, we recently had a complete system failure over several days and were unable to do or track anything. Fortunately, everything is now running smoothly again. However, we would like to apologise sincerely for the delay and inconvenience caused. There is no reason to worry about that. You are welcome to send us an email to info@jack-wolfskin-com, referring to your review here and telling us the order number (starting with JWA). We will then check this immediately and give you feedback as quickly as possible. We would be very happy to contact you personally and try to correct your bad impression.
Your JACK WOLFSKIN Consumer Service Team
Awful- do not order
Awful- do not order
Same as everyone else. Ordered two weeks ago- no order and no response. This really amounts to theft. Not good.
Update on 17th August- still not received my order and interestingly they haven’t responded to me directly- just on Trustpilot. Please have the courtesy to respond to my two email enquiries chasing the order.
August 11, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Rufusk,
We are very sorry that you had a bad experience. First of all, we would like to assure you that we do not steal from our customers. If that were the case, we would not have been very successful in the market for more than 40 years. However, we can very well understand that your confidence is somewhat shaken, especially as several customers - who were affected by the same circumstances - have written similar things here. Unfortunately, we recently had a complete system failure over several days and were unable to do or follow up on anything. However, the least we could do was to inform all affected customers by e-mail. Did you not receive this e-mail? In any case, we would like to sincerely apologise to you for the delay and any inconvenience this may have caused.
We sincerely hope that your goods have arrived in the meantime. Should this - contrary to expectations - not be the case, please send us a short feedback via e-mail to info@jack-wolfskin.com and be sure to refer to your review here, so that we can establish a connection. We will then check this and get back to you as quickly as possible. Even if your goods have arrived in the meantime, we would be pleased to receive an e-mail from you. We would be very happy to try to correct your bad impression of us in a personal exchange with you.
Your JACK WOLFSKIN Consumer Service Team
Still waiting
My complaint is the same as everyone else's. I ordered some boots on 31st July. Still not received but I have had an email saying express delivery with parcel force worldwide. It will take 2weeks for them to update their tracking and up to 3 weeks to receive the item. The site advised normally 3-5 working days for delivery then a message appeared advising technical difficulties and to add a further 3-4 days to this, which was fine, but I am still waiting. I sent a complaint email about a week ago and still have had no acknowledgement to this. Disgusting. I was a big fan of this brand but this poor service is making reconsider what brand I invest my.money in.
August 11, 2023
Unprompted review
Reply from Jack Wolfskin
Hi Lisa,
You are absolutely right and we can totally understand your disappointment. This is certainly not our normal procedure and we would like to formally apologise for the delay and inconvenience caused to you.
We are relieved that you at least received the information about our system failure. However, we are particularly unhappy that you did not get an answer to your e-mail, because especially when problems arise, it is particularly important for us to be able to provide our customers with information and help. However, we were not able to find an e-mail which we could assign to you. We would therefore be very grateful if you could send us an e-mail to info@jack-wolfskin.com with a copy of your e-mail so that we can follow up on it in the interests of quality assurance. We would then, of course, also send you feedback. If you are willing to do so, please be so kind to address your e-mail to "Christine" and refer to your review here, so that we can establish a connection.
As far as your order is concerned, we expect that you have received it by now. Should this - contrary to expectations - not be the case, please be so kind and inform us of this in the e-mail as well, as described above. We would then follow up immediately and get back to you.
We would be very pleased to be able to restore your enthusiasm for our brand in a personal exchange with you.
Your JACK WOLFSKIN Cosnumer Service Team
Delivery time is appalling
Delivery time is appalling. Waited 11 days for a shipment email and then i had a message to say Parcelforce could be upto another 3 weeks! I wanted the jacket for a holiday so have bought elsewhere and will return this order if it turns up.
July 30, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Mrs. Brown, Our normal delivery times for the UK are 5-7 working days. However, we had a major technical problem in the order processing last week, which has been solved since 4 days. However, this caused major delays in delivery. We would like to apologise for this. We have also sent a mass email to all customers.
You are welcome to send us your order number, which starts with JWA......., to info@jack-wolfskin.com. We will then check and let you know the status of your order.
Your JACK WOLFSKIN social media team
Should have checked reviews.
Should have checked reviews.
Ordered 28th July. Company emailed to say they had 'technical difficulties' and order wouldn't be shipped until this week. They did respond to an email and said its unlikely to be dispatched before 3rd week of August. I requested to cancel the order (I need items for a holiday) and have been told cancelling is 'not possible'...
Beware! Webpage says 3-4 working day delay- they really mean 3 weeks!
August 9, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer,
We are very sorry that your order has been on the way for far too long due to our massive technical problem in order processing. We would like to formally apologize for this. The normal delivery time for UK of 5-7 days was added 3-4 days.
Due to the high level of automation in our central warehouse in Hamburg, it is unfortunately no longer possible to cancel and "fish out" a package from huge shrink-wrapped pallets. Cancellation only works up to 3 hours after receipt of order.
The easiest way is to refuse acceptance. The package will then automatically be returned to us and you will receive a refund after a few days. Otherwise there is a return label in every package and you can send it back free of charge.
Please feel free to write to info@jack-wolfskin.com and you will receive an answer within a short time.
Your Consumer Service Team from the company headquarters in Idstein
Terrible!!
Placed an order over a week ago, spent so much money and parcel not even sent. How bad is that, just don't take money from people accounts until you process the order. Contacted customer service, they promissed to get back with the update on Monday. Nothing, just silence!!
August 1, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Mrs. Krzesinska,
We are very sorry that your order has been on the way for far too long due to our massive technical problem in order processing. We would like to formally apologize for this.
We would like to ask you to write an email to info@jack-wolfskin.com and tell us your order number, which starts with JWA........... Then we will be happy to provide you with the information you require. We have checked the e-mails here at the company headquarters and unfortunately found no correspondence under the name given here. We assume that you have written to the colleagues in our online shop who are currently chronically understaffed.
When writing to us, please refer to our contact on Trustpilot. Thank you!
Your Consumer Service Team from the company headquarters in Idstein
Pretty bad
Pretty bad. Ordered stuff 25/7. Expected shipping and confirmation from warehouse straightaway with confirmation. Nothing 4 days later. We chat then say due to Brexit delivery can be 4 weeks!! This is given in small writing on their website under the headline delivery of 5-7 days. No explanation of why order not yet processed. Wish I’d read these reviews before ordering
July 29, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Mr. Hayman,
We are very sorry that your order has taken far too long to arrive due to our massive technical problem in order processing. We would like to formally apologise to you for this.
At this point, we assume that you will have received your goods by now. If this is not the case, please send an e-mail to info@jack-wolfskin.com so that we can check the process again and provide you with the relevant information. Please refer to our contact on Trustpilot. Thank you very much!
Your Consumer Service Team from the company headquarters
Placed a order over a week ago not even…
Placed a order over a week ago not even left the warehouse, no contact whatsoever from them will never order again waste of time and money ordered the same pair of shoes off amazon arrived within 3 days and that was sent from Germany.
July 17, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Mr, Blower,
Our normal delivery times for the UK are 5-7 working days. However, we had a major technical problem in order processing last week, which has now been resolved. However, this caused major delays in delivery. We would like to formally apologise for this.
We assume at this point that you have received and returned your shoes and have received a refund. If this is not the case, please send an e-mail to info@jack-wolfskin.com so that we can check the process again and push for the refund.
Your Consumer Service Team from the head office
Just terrible
Terrible customer service. Placed an order over a week ago and the order has not even shipped and they are blaming Brexit, how is Brexit responsible when it hasn't even left your warehouse! And their customer service agents have nothing to offer except "it must be Brexit" and you have to wait, you might receive the parcel in a day or two - when it hasn't left the warehouse in Germany in the first place. Just avoid ordering online
July 24, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Mr Ali,
we were very surprised to receive your message and comments about our customer service. We then checked our correspondence and found no message citing Brexit as the reason. We suspect that you had contact with colleagues in our webshop.
In fact, however, more than a year ago the consequences of the Brexit were very clearly felt by us as a supplier of ordered goods and for partly stressful situations for many employees.
You are welcome to email us at info@jack-wolfskin.com or send us a private massage on Facebook. We will then do our research and be happy to provide you with the relevant information. Please refer to the contact on Trustpilot. Thank you very much!
Your Consumer Service Team from the company headquaters in Idstein
I wish I'd Read the Reviews!!!
There is literally no customer service with this company. It is completely nonexistent. I've emailed various addresses multiple times and no response.
Please beware... The item advertised on their website and the one I received do not look the same. Same model, but different colourways. Not the end of the world, but I just wanted clarification that I had received the right jacket... A simple question you would think?!
July 12, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Annie,
We are extremely sorry that you had such a bad experience with our customer service and would like to formally apologise to you once again. Excellent customer service is a top priority at Jack Wolfskin, but we all know that wherever people work, things can sometimes go wrong, even though we of course do everything to try to avoid this.
We know that our Director Consumer Service has personally dealt with your issue and therefore hope that everything has been resolved to your satisfaction in the meantime.
We sincerely hope that you will give us another chance to show you that we can and normally do much better. We would be very pleased indeed.
Should you have any questions or comments, please feel free to contact us by e-mail at info@jack-wolfskin.com at any time. We look forward to helping you.
Your JACK WOLFSKIN Consumer Service Team
Jacket not waterproof
Bought a ladies waterproof 3 in 1 Silver pass jkt Feb 2021,less than 2 years later it had started leaking on the arms.Not impressed with the quality and for the price I would expect it to last longer. Will go back to buying Berghaus in future.
April 23, 2023
Unprompted review
Reply from Jack Wolfskin
Hello Heather, We are very sorry that you have had such problems with one of our jackets and we would like to apologise. Please complain about the jacket to the retailer where you bought it. They are your legal contractual partner and will take care of the claim. They will also let you know what your options are. If there are any problems or if you still have questions, you are also welcome to write to info@jack-wolfskin.com at the company headquarters. We will gladly try to help you. In this case, please refer to our contact at Trust Pilot. Thank you very much!
JACK WOLFSKIN social media team
Would rate ZERO stars if possible
Would rate ZERO stars if possible. Placed two orders online for store collection (spent over £400 in total), and a week later the status on the website still says "order received". I've called customer services, emailed them and contacted them on twitter asking for a status update and received no reply. I then requested a cancellation and full refund and was told that wasn't possible because "orders are quickly sent to the warehouse" which isn't an acceptable justification. Long story short: rude and useless customer service, money taken from my account yet order still not processed. This is, technically, a scam/theft. This is the WORST experience I've had and had totally put me off from ever purchasing from Jack Wolfskin in the future. GIVE ME MY MONEY BACK!
April 23, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Customer, We have just read your message at the JACK WOLFSKIN head office in Idstein. We assume that your contacts took place with our service provider who manages our online shop. We are very sorry that things obviously went wrong and we would like to apologise for this.
We would be happy to investigate your case again and help if no solution has yet been found. As we do not have any data, we are currently not able to trace it. Please send an email to info@jack-wolfskin.com and include the order number, which starts with JWA.... Please refer to the contact at Trust Pilot. Thank you very much!
JACK WOLFSKIN social media team
Not worth even a 1 star
Not worth even a 1 star, it’s shame for the products and quality you offer. Purchased month ago with successful receipt od delivery instructions. The parcel force tracking number was not available for 2 weeks and after that you can see rubbish history behind the scenes that doesn’t make sense and by the look of it, the parcel will be lost in transit following the reviews I read here. Responses for Brexit are just excuses as there are no strikes at the moment, there are also other imports that deal with this successfully and this is such a shame. I would expect customer service to contact me with refund. I made complaint form on their website and contacted the info at jack and all in vail. Disaster, never order online again.
April 5, 2023
Unprompted review
Reply from Jack Wolfskin
Hello Kristina, We saw that you discussed your case with our Consumer Service at the time. Since you have not contacted us again, we assume that the case has been resolved in the meantime.
According to Parcelforce, it was the case that a delivery attempt was made on the 10th and 13th of March and the parcel was then put on hold in case it was collected by you. As far as we know, it was held until 30 March. As the goods were not collected by you, they were returned to our returns address.
We are very sorry that things obviously went wrong here. We would like to apologise for anything that may have been caused by us.
JACK WOLFSKIN social media team
Good quality, and quick delivery
I bought several items of clothing from the uk website of this company.
They were delivered well within the timeframe specified (despite the company being EU based and us not any more).
The clothing is of very good quality, and I particularly like the quality of fabrics used for fleece, and synthetic t-shirts.
I have not had the items long enough to comment on durability.
Would (and will) definitely buy from them again.
March 30, 2023
Unprompted review
Terrible Customer Service!
My order has been delivered to the billing address and not my delivery address. I do not have access to my billing address currently. The customer services team clearly do not read emails and send a claim form which does not relate to my problem. It also had to be printed and scanned which is not helpful as I am not always near a printer. Still not resolved and do not seem bothered about fixing. Probably the worst customer service I've ever received.
Edit: I’ve now received a full refund, however very lazy customer service with no real apology so still no more that 1*
February 25, 2023
Unprompted review
Reply from Jack Wolfskin
Dear Jake, We are very sorry that things obviously went wrong here. We would like to formally apologise for the failure of our service provider, who runs the online shop for us. Hopefully, the future service provider will do a better job. If there is still anything that has not been clarified in your case, please write to the company's head office at info@jack-wolfskin.com. Thank you very much! JACK WOLFSKIN social media team
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