Jack Wolfskin Reviews 247

I just want to stick up for JW because it’s not there fault the UK is no longer apart of the EU And I have ordered items from here to be collected at the shop and it’s been fine yes longer than normal but I go it. Sending back is obviously easier for some reason. I have also ordered another jacket and it’s been dispatched once parcel force have my item I can track it.
Unsure why people are very inpatient…

I rarely write reviews but I’ll make an exception for this company… shockingly bad service. I ordered a coat on 26/12/22, got an email from them pretty quickly with a tracking number and so was under the impression the item had been dispatched. However, here we are on 09/02/23, they have nearly £200 of my money, and I still don’t have the coat. The couple of emails I sent were answered with the stock ‘Brexit, postal strikes, we have no control once it’s left us’ reply. The tracking number shows no trace of the item and ParcelForce haven’t received it from them. I’ve opened and escalated a case with PayPal so fingers crossed… JW even had the cheek to email me after I’d opened the case to ask me to close it, but with no information or explanation. I wish I’d seen the numerous bad reviews before I ordered from them. Please don’t make the same mistake I did!!

We ordered Items from this company which were marked as part of the 3 In 1 system. However it transpires that the 3 in 1 system has been updated and new 3 in 1 products are not compatible with old 3 in 1 products,this is not readily apparent from their website. Took ages to get hold of customer service to understand why the jacket and fleece that I had bought together would not work with one another....

Same as other posts. Good purchased on-line, wait 3,+ weeks. After emailing Parcel Force they advised that they had never received the product to deliver. So seems like they can't keep track on the supply line and what's in the warehouse. Never buying on-line with them again. Currently buying other products. I have even been told what happened by them

I ordered a parka coat 27/12/22 online and was advised that it may take 3 weeks for delivery and that was not a problem for me. I routinely tracked the parcel with parcel force and there was no update and so after waiting nearly 4 weeks I contacted live chat on 21/01/23. The customer service agent assured me she would look into the order and update me. A week later and I have had no update. I phoned the helpline and was told that they could not resend the item and I would have to fill a form and wait for a refund. For my inconvenience I was offered a £10 voucher if I wanted to repurchase. Hardly a great offer considering the wait and inconvenience. The downside to reordering is most probably another 3 weeks wait and wondering whether the item will arrive . Absolutely rubbish customer service for a relatively expensive purchase. This puts me off buying anything else from Jack Wolfskin again.

Update: I received a refund after having to fill out an online form. Then a couple of days later I get an email stating they have refunded me £10 too much. No they haven’t, I paid £237.50 and they refunded me £237.50. How many times will they deliver such poor customer service in one transactions

I ordered a Feldberg jacket specifically because the description on the web site said it had a removeable hood. I waited almost three weeks for delivery (who takes three weeks to deliver clothes?) only to find that the hood was not removable. I contacted Jack Wolfskin who said, yes, you're right, the web site is wrong, you'll have to return it for a refund. Very helpful. They offered me a £10 voucher but how can I buy anything else from if I can't be sure the descriptions are accurate?

recently bought two high curl women's fleece jackets - both from stores, not online. absolutely delighted with the quality of them, they wash well and come out of the spin cycle almost dry, if they where a little cheaper i may even have bought a third !.

The website, delively times and customer service of this company is completely utter rubbish.

Purchased a jacket online on 28/11 and chose collect in-store, as the website clearly states delivery within three to four working days. I was flying shortly after that and thus, it seemed a very good option, as I needed to take the jacket with me.

Nine working days and several phone-calls later, I received an email that the jacket was shipped on Tuesday 07/12 from Hamburg, Germany and it will take 14(!) working days to arrive at the store, for me to pick up.

I tried to kindly explain to the customer service that the only reason I decided to collect in-store is because I needed the article. They repeatedly made empty promises they will resolve the issue.

I suggested that I pick-up the jacket from the store that has it already in stock. They said this is ok, as long as I pay the full price and not the discounted (Black Friday promotion) price they were advertising when I purchased the jacket.
Clearly, customer service is not their forte.

Finally, when I mentioned that the T&Cs on their website are false and do not stand for what they offer, they let me know that this could indeed be the case.

Therefore, Jack Wolfskin not only admits it purposely advertises false delivery dates and times and gives the wrong impression to customers, but at the same time admits that as a company, they will do nothing to rectify this.

This case is now with the trading standards Ombudsman who will take it further on my behalf.

As a customer, I would strongly suggest to stay away from this brand and order from other high-street names that can give you peace of mind.

The purchase is kinda easy, but what comes after that is a nightmare. Brexit is not their fault, but not keeping stock in UK is their fault. They say 10-15 working days delivery lead time is a slight underestimation. They operate with Parcelforce, which is far the worse shipment company (similar like UK royal mail). 5 days until dispatch then after that you just hope that your parcel will show up soon. Parcelforce is mostly the problem, but they made the choice to work with parcelforce.

Order one size larger because your child will will grow up until they dispatch your order. I haven't seen such laziness.

TERRIBLE EXPERIENCE, AVOID!
Ordered from them, waited ONE MONTH for delivery only to be sent an email that said their entire shipment that day had been lost in transit!!
Now the item I ordered is sold out everywhere else and I cannot get it.
UNACCEPTABLE SERVICE FROM A BIG COMPANY LIKE THIS, READ THE OTHER REVIEWS, WHY ADVERTISE ON THE WEB IF YOU CONSTANTLY LET YOUR CUSTOMERS DOWN??
I will never order from them again!

I appreciate there are many reviews here about delivery delays, so I am only basing this review on my recent order.

Ordered a Mount Isa jacket in the sale on the 15th August. Email on the 18th August to say the jacket has dispatched. I was aware the delivery time would be 3 weeks at the time of ordering. Parcel Force tracking info did not activate until this morning when the jacket was out for delivery. A bit strange but there you go. Jacket arrived today so 3 weeks and 1 day after ordering.

Very happy with the jacket - quality what I would expect from Jack Wolfskin.

I've noticed now on their website delivery times have now reduced from 3 weeks to 5 working days, suggesting they are now holding UK stock.

Ordered items Sunday 14th August receive a dispatch notification on Wednesday 17th. Yet still no items and no tracking information. Try to contact them and I get an email back which says they are having a system change so there will be a delay in answering and of course its a do not reply email. So disappointed as I wanted these items for my holiday this week.

I regret that I hadn’t checked the reviews before I ordered. It’s been three weeks since I ordered but I still can’t track my parcel. I’d like to get refund but they said they’ve shipped my items. Then where is my parcel and why I can’t track it??

I ordered 2 weeks ago knowing it was a 3 week delivery. Now I have an email citing further delays due to the same issue! Amazon EU, North Face and Alpine Trek can deliver in a week from the EU, so partly blaming Brexit is complete nonsense. They haven't even shipped the item yet but have taken my money. AVOID.

Ordered a Jacket from there website on the 2nd February and still have not received it.
They won’t refund as the say refuse delivery and when we receive it back we will refund you. Now going through the credit card company for a refund. If they can’t supply in the UK then don’t sell in the UK. Jackets good but they are full of excuses regards delivery blaming Brexit they have only had 6 years to prepare for it. Will never buy from the online store again.

If i could give less than one star, then i would have.
Utter diabolical service from this company. Money taken from my account without the product actually being placed - all £395.55. I have now sent 4 emails, none of which have been replied to - the only way of assistance was via facebook. Mr. Richard Collier, just read the comments about your company, these date back over a year and people do not tend to bother with these things but when you have received such a diabolical service, people with do anything to let other buying customers know - wake up and shake up!

I ordered two pairs of shoes in mid January and kept receiving emails to say they were stuck in port somewhere. Then received an email with a tracking number with parcel force. It remained blank for over a week with no info. Then on Friday 25th February one pair of boots turned up! The delivery status says both pairs so goodness knows where the others are! I need to return these as to be honest I didn’t like them. Now reading other reviews it looks like I’m going to have difficulty getting a refund!! Honestly such poor service. You can’t phone anyone as says lines aren’t working. When you email you get an automated message saying they have been inundated with queries! Do not buy from them! Such a reputable company but something behind the scenes has gone seriously wrong! Wouldn’t be surprised if they suddenly stopped trading!

Awful customer service and delivery times.
I’ve been a customer for 20 years but will never buy again!
Ordered a new jacket and was advised a 2 week delivery due to covid and changes in the factory shipping department.
After 3 weeks they refused to cancel my order and sent the same excuse.
Went through PayPal disputes and got a full refund.
Items arrived 5 weeks later….sent straight back!
Waste of time, do not bother with them.

This is simply the worst online shopping experience I had in my entire life. I ordered two jackets from their website and it took 50 days, yes 50 days to arrive. I returned one of the jackets 25 days ago and asked for a refund. Nothing so far! They received the jacket but they have not refunded a penny ever since.
I sent a follow-up email and they asked me to wait because they are busy.
[edit] The amount is refunded.