Jack Wolfskin Reviews 

I received my order on 30th Nov’23 which ordered on 17th Nov’23. The jacket fits me. However, it does not provide the effective warmth as advertised. Most likely suitable for Spring and Autumn wearing!
Unfortunately, I wish to comment on the poor customer service. I read some reviews on internet that there are many unhappy customers, especially regarding lack of communication. Since I did not receive any updates after 5 days and viewing those negative comments, I decided to send a message to find the status of my order. There was no response. A few days later, I tried to do an online live chat but realised that I was 25th in the queue. Decided not to participate.
Then on 27th Nov’23, 10 days after my order, I received an email stating that my order has been processed successfully and that the item has left the warehouse and was on its way to me! Eventually item arrived on 30th Nov’23.
I feel that this company needs to improve the way of communication to allay unnecessary anxiety to customers. On the website, shipping information instead of stating delivery will be between 5 to 7 days could be changed to “order will be attended between 5 to 7 days, at which point shipping of order will be notified in due course”. With this statement, it will help to reduce customers overwhelming anxiety with their orders. Hopefully it will also curb unnecessary queries overwhelming the customer service unit.
I sincerely hope that Jack Wolfskin will look into this matter in order to provide a better customer services to all customers.

Absolutely awful company.
Placed an order and took the money instantly from my account. 10 days later I’m still waiting for an email to tell me my item has been shipped. Live chat is a robot, phone number doesn’t connect and they don’t reply to emails!! Stay clear

Worst and non existent customer service.

Its been 2 weeks since I returned product. But still no communication on refund. I try to reach customer care daily but no one answers the call. And also no reply to mails. I will never buy anything from Jack wolfskin again.

Would give a zero if I could. 22 Nov I order and zero progress. Will open a PayPal complaint as this isn't acceptable

Order placed 21 Nov 2023. Money taken from my account 22 Nov 2023.

To date no goods received, no emails to update me as to what is happening with my order.

I have used the "contact us" form twice and to date no reply received. Contact via Instagram - no response received. Live Chat is not working and just cuts you off.

Jack Wolfskin Customer Service is none existent.

I have shopped in store for many years and own many of your garments. This was my first on line purchase and I am so incredibly shocked that customers just don't seem to matter to them. Its just rude and unacceptable to not reply.

I will be contacting my bank to request that they refund me.

DO NOT BUY ONLINE!

Update: 05.12.2023
Did receive reply via IG to advise "We know you are waiting for your order from our online shop. Unfortunately, due to the great response of our customers to our promotions, we have a short delay in orders shipping. We are doing our best to ship your order asap. We sincerely apologise for the inconvenience. Our teams are working flat out to get your parcel to you as quickly as possible. As soon as your parcel leaves you will automatically receive a shipping confirmation & this know that your order is on its way. For this reason, we kindly ask you to stay patient. Best your Jack Wolfskin Social Media Team"

Delivery details are wrong and passive aggressive customer service staff I'm now on day 11 and according to the website It takes 5-7 days..... jack wolfskin what are you going to do... the vest comment on the online chat goes to till with the following.....
Yes, and if you don`t have other question I would need to end the Chat, because I have a lot of other Customers waitng.

Like answer the delivery questions everyone is asking JW!!

Following lots of similar reviews I have also experienced a poor (so far non-existent) delivery service and communication. I have been waiting 10 days for 2 coats despite the 5-7 day delivery advertised on the website. I have had no notification of shipment and all contact methods have proved futile. I’ve emailed, filled out the contact form, tried live chat (get put in a queue then get cut off), phoned (either no answer or they are “off out discovering the outside world” during their advertised answering hours. I called at 7.20pm - lines are supposed to be open till 8. Not sure what to do next! Shocking service from such a big company.

UPDATE (7 December): I finally received my coats 2.5 weeks after ordering. If it helps I did get to speak to someone after choosing the option of a call back when I rang out of hours. I was told they had too many queries to answer and delivery often held up at customs and that it should arrive in a week (which it did). I think it’s about managing expectations- don’t promise a delivery you can’t realistically keep. Has definitely put me off ordering online!

Ordered boots 11 days ago for a present having seen it was 5-7 days delivery. They have still not been dispatched and they refuse to let me cancel the order. No communication. No estimate of when delivered. Feels like I'm being fobbed off. They took my money immediately. Do not order from this company.

Purchased a £70 ladies jacket under a month ago, gave it a normal delicate 30* wash and all the filling clumped up in small balls. Originally purchased from Cheshire Oaks outlet store, no special instructions provided. Returned to Cannock Outlet Store today 14/11/23, spoke to ASH, apparently the manager, who said as it had been washed nothing could be done. He explained special cleaning instructions should have been provided by partner store, which hadn’t, so this would need taking up with them, not his responsibility? He also added that this would also have happened if coat had been worn in the rain? Really!! Specialist outdoor shop, yet garments only to be worn in fine weather not wet? Beware everyone Jack Wolfskin garments are not fit for purpose nor is their management team for customer service.
Buyer beware

I asked about this site
jackwolfskin-eu.com
Is this belongs to your online store or not.

Having waited over three weeks for my order to arrive and only when I chased, received anything near an answer.
I returned the very very late order. Again another two weeks and no news regarding my refund.
I contacted Jack Wolfskin asking for news of my refund and received the attached reply:
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 asking why a guess? And perhaps this approach was the reason there was such a lackadaisical approach.
This was the response…
As you may understand, 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.

Sarcasm? Interesting!
How not to win customers.

jackwolfskin-espana.com is scam
I guess I lost my money there. fortunately have not ordered nothing expensive

I returned my 'waterproof' boots approx 6 weeks ago after initially contacted you 8 weeks ago to say my feet get soaking wet, the eyelet ripped off with the shoelace and the toes are very worn. They are still in warranty.
A week or two ago I emailed to check you had received them, to be told 'it's not just about that Sally, they need to be checked by the returns team'.
Still, nothing, and was told I need to fill in a form and it may take 2-3 weeks. This will be getting on for almost 3 months by then! Currently I have no boots, no refund and no sign of anything happening soon.
Please rectify this ASAP.

Shocking - do not buy online. Website states delivery will be 5-7 working days. I have waited 4 weeks for a delivery and have still not received it. After numerous emails, all I am told is to check the consignment number with Parcel Force which tells me ‘We have no tracks for your parcel yet. The status of your parcel will be updated in due course’. Customer Service is no help what-so-ever. They are not even offering me a refund! Absolutely terrible.
Update: refund received following their response to my initial review. Thank you.

Firstly wrong shoes were sent.. I sent the shoes back I have proof of this with the day they were delivered back to them, now they won’t give me a refund as they are saying it’s a lost order and I have to fill a form out!?? I am lost.. my tracking says delivered back to them!! I’m so frustrated and cross. I won’t ever use this awful company again!!
Edit… in reply the order was delivered fine to me.. I sent back the incorrect item the same day I received and have proof that the item was delivered back to you safely on the 31st of July. Why haven’t I received my refund of £160??

I placed an online order for delivery to Republic Of Ireland on 10 July 2023.
The booking reference is JWA11403606786.
On 11 July , items were dispatched with reference IZV33Y666897634141 with UPS Courier.
It is now 27 July and no items have been delivered to my address.
Initial delivery was to be 17 July. There has been no update on the delivery status.
This is beyond frustrating.
I will have get my bank to cancel the payment or lodge a claim at the Irish Small Claims Court.
My query email of 23 July has not been answered.
Amazon can deliver in 1 days.
Come on guys never again.
This is not acceptable.

Firstly, you should know that I am a bit obsessive when it comes to washing! My family members actually come to me when they have a special jacket, etc. they want doing as I'm so careful with the labels. Friends ask me what detergent I use, you get the picture.

About 18 months ago my partner bought a lovely Jack Wolfskin insulated jacket. It hasn't needed washing since then as it is an outer layer and I despite it saying you can wash on 30 degrees delicate I avoid washing down as far as possible as it always bunches.

The other day however he spilt coffee on it and it was passed to me to deal with. I followed the instructions on the label exactly! The down bunched, okay, you can fiddle when it's dry to redistribute as best as possible, but the main issue is the brand name peeled! He is beyond disappointed. He thinks he paid close to £200 for it. That should not happen on such a high end brand! I have washed North Face and Rab, no problem. Even the silver logo on his Aldi sports shorts stands firm! Awful quality on this front from Jack Wolfskin. One very expensive jacket that now looks shabby and the receipt is long gone.

Please be warned. I don't know what the answer is as jacket do have to be washed occasionally. Maybe hand wash?

Terrible products and customer service. The coat we bought smells like a dead body when it is wet. I have sent an email to customer service (info address) and the customer service said this is normal and not a production fault. They said I may take the product from London to their store in Liverpool so that they can inspect the item. I made a huge mistake by choosing Jack Wolfskin and please avoid !

Feel as though I should write this as I had previously read alot of bad reviews and was skeptical to order however...... I chanced buying several items and all arrived in perfect condition, slightly longer delivery than anticipated but I emailed customer service and they responded same day and let me know the stock was on its way. Really happy with all items. If you need things in a rush then I wouldn't order but if you can be patient and wait a week your delivery will arrive.

Very bad experience - wanted to repair a zipper in a 10 year old jacket - washed it twice with their products, did not come clean to their standards and they refused to repair... on top the message was that it "smelled" and their washing products are "so mild they might not be able to take out all the dirt and smell"... there were plenty of other customer service options they could have considered, but they chose to return the jacket and blaming the customer... full customer service department deserves a session of "Up your service" from Ron Kaufman... Advise: for broken zippers on older jackets, look for a service close home and don't bother to check Jack Wolfskin out...

05.07.2023 - after the message from the service center, i've provided all information via email, have not heard again from them... seems they created the perfect black hole, don't use their service center...