SmartwoolReviews of smartwool.com

For Christmas received a $50 gift card. Ordered $55.26 worth of merchandise on 12/29/21 applying as verified by printed receipt that gift card applied and $5.26 to my credit card. On 12/30/21 a Smartwool charge of $55.26 appeared on my credit card bank statement. Provided information to live chat. Chat said their record showed gift card applied and $5.26 charged to credit card. Offered to have supervisor review problem but they did not follow through and get back to me. Proceeded to file dispute with Bank. This kind of experience tends to produce more Amazon customers for those of us who try to buy small and American.

Terrible! The UK site...is run by the Italians! When calling "Customer services" on the UK site - its an Italian Number! The Rudest "customer Service" ever. Amy - is so rude - you might think she is one of Berlusconi's party girls. The warehouse closes at 3pm every day. And for Lunch. Wow - great job. When you realise the "customer services" in Italy is a joke - you then reach out to the USA Site - who simply copy and paste: " Please contact the EU team!" When you explain you have done that and you are not getting anywhere ...you get the same copied/pasted message back! Bought some hats for my kids that they wanted in the Beginning on December. The shipment are now "Delayed" after nearly 3 x weeks. Kids will not get the hats they wanted for Christmas. We received 0% Help from the "EU Team" or USA Team. They wot chase the deliver., They wont sent out a replacement. They wont even answer emails. The only reason we bought direct from Smartwool was to get good service...which did not happen. DO NOT USE SAMRTWOOL UK, FR, DE etc. Simply DONT USE ANY Smartwool EU SITES. Its run by Italians who really really do not care at all. Really disappointed the USA Team did not help either.

In June 2020 I returned an item to Smartwool using their online process. Each month I exchange emails with their very helpful customer service team. Each month they assure me its going through custom and my refund will follow. It’s 6 months now. Still no refund. Apparently the T-shirt will be in Bologna soon. And pigs might fly..,

Absolutely horrible. First of all, they are not based in the UK but in Italy, so if you want to return an item, you have to pay a lot of money to even send it through. I returned an item two months ago and still did not get my refund back. The Customer Service is dreadful (I have dealt with a woman named Marta) and does not reply in time, let alone solve the issue. I keep being told that they are in touch with their Accounting Department to solve whether I can get the money back, but then never get back to me. I will make sure that I never buy anything from Smartwool again. My worst experience in shopping online, for sure. Absolute shame on you.

My order was placed on 29/3/2021. The articles arrived 7-8 days later. The socks were fine but the 'rainjacket' was a thin nylon zipper that you could get for 10 euro in a supermarket (made in Vietnam) priced at an eye watering 125 euro. After 4-5 e-mails with customer service it was established that the customer pays for the P&P. I returned the artice in the original packaging, unopened via DHL packet service. More than 2 weeks after sneding the package Smartwool have still not confirmed that it was received nor refunded the payment, despite the tracking code showing delivery to Italy. If you order something from Smartwool Europe do not expect to be able to get a refund nor an exchange, without a lot of argument or a lawyer.

Before I sent the return, I double checked emailing them that there wouldn't be any customs issues. They replied not and to go ahead. Alas, my package came back to me with Importer EORI required. I have been calling and emailing for over 2 months now to no avail. Emails don't get answered, and in every call the representative says someone will look at it and get back soon. No one has ever gotten back, so it looks like I have over £100 of unwanted goods.

Ordered socks over two months ago and they still have not arrived or been dispatched. Contacted Smartwool three times via e-mail and no response at all. If you wish to call them you will be paying around 30p per minute for the pleasure as they are based in Italy (which was not clear when purchasing). Two months in, £50 down and nothing to show for it. Do not buy from Smartwool directly. Smartwool if you are listening, please just give me a refund! Order Number 000008732

Wish I had read these reviews first, ordered baselayer long sleeve too, arrived but looks nothing like the picture on the website and box, wrong colour, wrong pattern. Been trying to return and get paid postage , 4 emails, 4 forms, no answers yet