ILSE JACOBSEN HORNBÆK Reviews 446

I got a quick response to my question. The answer was very kindly and helpful.

Had to contact them about a problem with boots that had been a gift a year ago so no receipt etc. The situation was handled very efficiently (resolved within 24 hours of my first chat, emails sent and replied to promptly) despite the boots being bought in UK and me living in Ireland. Daniel and Iben are complete superstars!

Nice to have helpful humans at the end of customer service queries. Website didn’t contain all the product information but questions were quickly answered by team in helpful way.

I lost the buckle to my raincoat. I contacted them about obtaining a replacement. The response was swift detailing that a replacement would be supplied free of charge.
I can’t fault the aftersales service. Nothing was too much trouble
Thank you

Very prompt response to a problem. Excellent customer service and a resolution offered immediately

I love this coat and the customer service (when I tried to source another in a different colour) has been faultless!

I purchased Ilse Jacobsen raincoat. This raincoat is style over substance. I note they are not `shower proof` but `water proof` well that speaks for its self doesn't it? NO! I was caught in a heavy downpour and all my clothes including my bra were soaked! I have contacted Customer Service who say they are unable to help unless it is purchased directly from them. Well the buyer was contacted and neither the buyer or the manufacturer are prepared to do anything about this. Who wants to spend over £200 on a raincoat that will not with stand a heavy downpour? What`s more who knew if you buy this raincoat you will need to have a Tumble drier in order to maintain its function as a rain coat, that`s right! Doesn't tell you that on the website does it? Buyer Beware! You'd be better off with a Pack a Mac! It would appear John Lewis only print the positive reviews as they have chosen not to publish this!
Sadly no such satisfactory outcome found by Ilse Jacobsen Hornbaek or John Lewis!

I recently had the pleasure of dealing with the customer service team and I’m absolutely delighted with the level of service I received. I purchased a rain jacket from them but unfortunately the size wasn’t quite right for me. I reached out to the customer service team to inquire about an exchange and I must say the process was seamless and efficient.
From the moment I initiated contact, the customer service representative was friendly, attentive and eager to assist.
It’s refreshing to encounter a company that not only produces top notch products but also places a high priority on customer service.
Kudos to the team for going above and beyond to ensure customer satisfaction 👏

I bought some of these shoes and was excited, delighted and ecstatic at how well they fit and how comfortable they were.
Unfortunately, after a couple of months of wearing, they stretched so much I couldn't wear them.
I bought some insoles, then some more, but was still gripping my toes to keep the heels from flapping and was uncomfortable walking in them.
What a huge ($100+) disappointment!
However, today it occurred to me to do an online search for solutions because I'm going to Mexico and would love to take them on my trip.
I'm probably writing this too soon because I decided to wash them with a cloth and mild detergent (the one I soak my bras in) and try to air dry them hoping they'll shrink enough to wear for some of the ten days I'll be away.
I must say I always find it interesting when products get a lot of one and five star reviews and little in between.
Edit: The company replied and suggested I contact their customer service department, which I did. I learned that the shoes cannot be shrunk. They recommend buying a size smaller than usual so that they stretch to your actual size.
They also put the responsibility for warning of the stretch on the seller if the shoes aren't bought directly from them.
I do recall being told that they would stretch but they were really cozy when I bought them. I wonder how comfortable a size smaller would be but I may take the chance to find out because they are light and feel great on the feet.

I wanted to buy a raincoat in the Isle Jacobsen sale unfortunately because I live in Edinburgh Scotland I was unable to buy my choice because of current problems with their website and distribution- they are based in Denmark. I left a message outlining my difficulties and a spokesman responded to my problem very quickly. He explained the issue - as I’ve mentioned above - and immediately reassured me that whenever the website issue is solved I can purchase the coat at the sale price - even if this is some time later in 2024. He also suggested other options - giving me a list of companies in the UK selling Isle Jacobsen goods, other purchase options in the EU etc. The kindness and consideration of my predicament was dealt with in a superb manner - I’ve never experienced such service dealing with any company before - and particularly as the cost of the raincoat was modest and an honest sale bargain! We need more customer contacts like my Danish aide - just exemplary!

The customer service team responded promptly to my question and worked very hard to accommodate my unusual request. They solved my problem, and more, with courtesy and kindness. I am thrilled with the products and have shared this exemplary online shopping experience and company with friends and family.

Excellence in every way

Fantastic customer service team. No hassle exchange of item which I ordered incorrectly and it arrived in time for Christmas. 🤙

It was a pleasure working with customer support, particularly as a new client who needed to learn the product and to change until it fits. I had experienced a few calls to the customer support and I was supported with patience and professionally help. Very helpful and very quick to respond. And the products are really a delight. Thank you!

Ilse Jacobsen was quite excellent in every possible way. I am in the UK, yet I didn't need to speak Norwegian or Danish. Communication was perfect, and very pleasant. The service was prompt and efficient, and I am delighted with my new raincoat, which is stylish and manufactured to very high specification. Everything was faultless. Thank you.

I appreciated the very quick response to my question. Thank you! That’s great customer service!

I purchased a 'Rain' coat in the Good Friday Sales. I needed yo exchange it. I contacted Customer Service and they were extremely helpful. I arranged to return the coat and purchased a different size for the sale price. Excellent customer Service, I would highly recommend purchasing from Ilse Jacobsen.
Excellent products and excellent service

Totally brilliant company. I lost the strap attaching the hood to the raincoat and they sent me a new one free of charge. So grateful. Thank you

I was ordering a rain coat last week (black Friday week) late in the evening. I contacted customer service with a question- not really expecting a response until the following day. I got a response immediately & they couldn't have been more helpful. I was able to order there & then and avail for the great discount. The coat arrived in a few days & is excellent quality & a great fit. The sleeves are a bit long though that is down to my frame I imagine. If I could change one thing - it would be to also have an inside pocket in the coat for your phone but otherwise perfect.