Smartwool Reviews 118

My local dealer did not have the socks I wanted so I ordered 3 pairs direct from the Italian branch on the 8th of October. I received an email the same day that the socks had been packaged and given to the courier. The package arrived on the 11th of October. The socks were just as I ordered and I love them, as I knew I would! I had seen the mainly bad reviews even before I ordered but I decided to have faith and just go ahead… glad I did!

I placed an order that was delivered to the wrong address - FedEx delivered it to a local sixth form rather than my home. Smartwool have proof of this but they claim they cannot refund me until they hear from FedEx, who are supposedly not responding to their messages. So despite the company admitting I don't have my order and that it was delivered to a completely incorrect location, I have neither my order nor a refund. Hopefully I'll at least get my refund at some point. Shocking service.

Worst customer service ever: The goods never arrived. UPS made a mistake and put the package in the mailbox (despite redirecting it to the parcel shop). But Smartwool needed 4 weeks to solve the problem, and only thanks to Paypal's intervention did I get my money back.

Socks arrived defected. When put on the heels looked like they were sown all square like. Awful. Contacted customer service and they are saying to pay for shipping to get a replacement. Why not just refund me for the crappy pair that they did not inspect. Awful.

I rarely rate reviews this one in sense enough to do so. I ordered two pairs of socks historically I’ve rated smart wall products but I’ve bought in store ordering online. One of the pairs of socks had a huge hole in it, photographed showed it to the online team, who processed the refund but would not allow me to have it replaced. And wanted to charge delivery for another pair. Poor customer service to what they propose to be a premium brand product. . Avoid online purchasing from this company.

I bought a pair of their 250 Merino bottoms a year and a half ago. I only wear them in the winter when it's very cold outside (-20C or lower) when I take my dogs for a walk. Usually my snow pants and a pair of joggers is enough but as I said when it's very cold outside I'll put my Smartwool bottoms under my joggers. I have worn them less than 10 times since buying them. When I put them on for the first time this winter I found a hole in the thigh which wasn't very big but it has gotten bigger since then. A few weeks ago I checked them out to see if there was any other holes and I found a bigger hole and around the hole the threads were pulling apart so that hole is going to get much bigger. I contacted Smartwool because they have a 2 year warranty. I sent them pictures and everything and they replied about a week later saying that they will replace the bottoms but they don't have the same pair in stock so to go on their website and pick 3 different pairs and they'll pick one of the 3 and send me a pair. It's been 2 weeks since I replied to their email with my 3 choices and I have not heard a single word back from them. I emailed them twice since then and still not a single reply back from them. I have filed a complaint against them with the Better Business Bureau and they have not replied to that either. Trustpilot needs to add an option to add photos to your review so I could show you all the holes and the screenshots of the emails and their lack of reply in the email thread.

Smartwool ended up replying after filing a complaint with the Better Business Bureau. The same day they replied to my BBB complaint they replied to the email thread. The only replied to the email thread because of my BBB complaint but anyways. In both the BBB reply and the reply to my email thread with Smartwool they both said that they were sending the replacement bottoms. The message from the BBB reply said ''if you have any other questions just reply to your email thread'' which I did because I replied to ask if there was tracking for the replacements that they supposedly sent. Again Smartwool NEVER replied, it been weeks and they never replied. After waiting a while for a reply to the email thread I replied back to the BBB complaint saying that I replied to their email thread and didn't get a reply AGAIN and then they never replied to my reply to that message on the BBB. They actually did send a replacement and I did get it but the lack of communication from them is so frustrating. It's not hard to just reply to a simple message. At least they sent the replacement but be warned, if you have to deal with a warranty claim, be prepared for a serious lack in communication. Also, file a complaint with the BBB if they're not communicating with you after you email them directly, it's the only way you'll get a reply from them, possibly.

To echo other reviews, if you return items you will be shockingly under refunded. I ordered and returned £68 worth of socks and received a £6.99 refund. This despite their (SIC) Easy Returns policy. They claim you will be refunded the same amount your items cost. They even confirmed this in an email to me! This is not true. After you receive your under refund they then revert to radio silence.
No response to emails, no returned calls to messages left, the person who answers claims not to speak English even though you can select it as an option when calling.
I have opened a disputed transaction with my credit card provider. I wish I’d checked Trust pilot before ordering.

If I could give Zero I would, this is the third review I have written, my other two were there but seem to have been removed. Placed 2 orders in December, XL ski socks, arrived and were definitely not XL. Returned end of December, received a refund in January 5% of the original cost, chased and chased. It was at this point I found it is an Italian company....SmartWool Uk....whats that all about!!! Rang Italy, finally end of February received another part refund, still chasing £52 for both orders and it's now the end of March. Also in an email (which take forever to be replied to) they drop the bombshell that it's £13 per order for return.....I thought I was ordering from a UK company!!! I urge you, do not order from this company !!!!!!!!!

If I could zero I would. Ordered from here some items for my kids - size were not good so returned. After 3 months still have not received a refund and now have to go through the reclaim process with my credit card company.
DO NOT USE THIS COMPANY - THEY DONT CARE ANOUT CUSTOMERS AND STEAL

useless and a waste of time, poor customer service and completely unhelpful, will never order from here again

If I could leave 0 stars I would.

Atrocious customer service. My order never arrived and they ignored all of my emails.

Scammers! Do not trust. I did a £270 order, sent it back and never got a refund and the man on the phone said there is nothing he can do

I purchased a pair of socks that arrived pulled and worn.
It took over a week for customer services to get back to me, they told me the product was not faulty (I had sent photographs) and wanted £13 to return.
Awful product awful customer service. Do not buy from here.

Worst contact ever,

I've bought 2 items in the sale from which i only received one. The other one was no longer an option (even though they still sell it) I requested to receive any other one from the same quality(there are loads) no contact.. for a week.. that's when i received an email.. that my email had been received...

By phone you'll find someone who does not speak english if you even get someone on the line. That person will tell you that you need to wait for an answer per email and that he/she cannot help you in any way. Insulting experience

Website doesn't work well.
Call and it's some random person in their kitchen that sounds like someone you wouldn't want to give your cc info to. Try chat. Told nobody can help. Try email. Told I can call the same number from the first time. Horrible customer service. NOBODY is accountable at smartwool. Gotta say. F you smartwool. Will find other wool socks.

Return process sucks. Bad communication from customer service. Quality of the items is OK. I got the money back in reasonable time frame, so can't complain too much.

Terrible retour process. They intentionally make it hard. Also the retour delivery cost is on customer.

I ordered a men’s vest (gilet). A t-shirt arrived! A response from someone in Italy in broken English to tell me they would refer my complaint on. They should have immediately sent a return label so I could return the wrong item and refunded me straight away. Dreadful. I’m worried this has all disappeared into a black hole and is just a scam.

Atrocious customer service. Products never arrived. Do not recommend buying online.

Ordered Smartwool socks online in London - no word after 10 business days, still no tracking number - turns out they were still yet to be despatched from the warehouse. How is that even possible?

To make matters worse, Smartwool never bothered replying to any of my customer service emails (support @smartwoolcustomercare.zen desk.com). Phone calls were frustrating and achieved nothing. Is this your idea of customer service ?

Unbelievably bad return policy!
Ordering a pair of socks (25,-), plus 9,- delivery fee. Turns out we ordered the wrong model. Sending them back: another 9,70 return fee. So I spend almost 20,- for nothing. If I still want the right model, I will pay again 9,- delivery costs.
That would be a total cost of over 50,- for one pair of socks.

Conclusion: don’t order at smartwool! (But try to find the product you want through a reseller)