SmartwoolReviews of smartwool.com

Terrible. Ordered in late December. Order didn't ship for two weeks. When it did, their delivery providers (UPS), allegedly made two delivery attempts but without ever leaving any documentation of having done so (and thus leaving no information by which to reorganise redelivery etc). Eventually, after contacting Smartwool, and some delay in their getting back to me, I found out that the package had been delivered to a corner shop a mile from my house. When I went there, I found that the item had already been returned to UPS. Contacted Smartwool, who after 3 months are still 'looking into' the problem. Meanwhile, my bank account is £60 lighter, and I have no socks.

Words can not describe my feeling of utter disappointment and dismay with this company. Ordered very expensive socks as Christmas presents on 18th Nov. Still haven't received them or refund. 18 emails. Countless attempts at calling, finally get through to them (they are in Italy and not England as site would suggest) To be told they will investigate but could make no promises! £200 of my money is sat in the bank account of VFCorporation who owns this company along with Eastpak, Timberland, Dickies etc and they can't get customer service right or sort refunds. Currently waiting for Hell to freeze over or Pigs to fly which ever happens first. (side note: They forwarded me another customers complaint by mistake!)

Order purchased on the 20th January, tracking code says it was delivered on 3rd December to a random address, assuming it is a dispatch warehouse in Italy. Still no sign of order or any reply from smart wool disappointed.........

I placed an order at the beginning of January 2021 from what appeared to be a uk based website (smartwool.co.uk) and paid in gbp. This is very misleading because PayPal shows payment is made to an Italian company and it appears goods are not in the uk. Since then I have had no communication from smartwool, I haven’t received my order and all support requests go unanswered. I am currently escalating the claim via PayPal, the company doesn’t seem interested in supplying goods or customer service.

I bought an item on the 26th December from a co.uk website. The item was not dispatched until the middle of January. I was soon notified by the delivery service UPS that there would be customs charges for the item to be delivered. It turns out the company are based in Italy. At no point is this made clear on their website or at the point of ordering for UK customers. I checked the law and firstly because my order was placed prior to the 1st Jan this should have not been an issue. Also as my item cost less than £135 it also should not have incurred customs charges. I can only assume this is due to Smartwool not filling out the correct paperwork. I have contacted their customer services who accept no blame whatsoever. I have ordered items from Germany since the 1st January with no problems whatsoever. This company are con artists. Please do not be tricked into ordering in the UK. I paid taxes at the point of purchase and at the time my order was placed if I had checked the customs expectations this difficulty would have not arisen because it was prior to the 1st Jan. The company are awful to deal with and their customer service is non existent.

I had a UPS delivery person arrive at my door yesterday asking for £66 in brokerage charges for a parcel from Smartwool. I ordered the items from a UK website, I paid in £, and was promised free shipping. Nowhere at any point in the check-out process does Smartwool warn that their products will be shipped from abroad with additional import/brokerage fees to pay (and I have screengrabs to prove this). I have emailed and spoken to Smartwool's customer services (and I have a recording of this conversation) but they refuse to acknowledge any fault.

I love Smartwool and the garments, although I have to be honest and say they do not wear anything like they did when I bought my first base layer back in 2010. However for the past year or so their website has been horrendous to use. It crashes, is slow to load and the payment section is difficult to get to work. I have returned items to them in the past. They put return address labels in with the order. This year they have changed it. You are instructed to go to your account, click on the item you want to return and customer service will authorise the return, how I don’t know be because it does not work. I have trying to establish contact with them for 10 days to find out how to return the item. Did get an automatic email back. I then had an email asking for the order number and details of the item to be returned. Did all of this, but no response. I have written to them, no response, I have sent more emails but the only response is an email asking me to if I am happy with the service provided - WHAT SERVICE? Absolutely disgusting and disgraceful. They seem to have absolved themselves of any form of customer support and ignore any communications with them. Why they call themselves Smartwool Uk I have no idea because everything is centred in Italy. A bit of a con. So I am left with an order that is useless (spent over £230) and no means of recovering my money. The company must surely be illegal because they do not comply with trading legislation. So, I will buy Icebreaker items in the future. Have bought lots of stuff from them online and no problems whatsoever and their garments are far superior. DO NOT BUY ANYTHING FROM THIS FRAUDULENT COMPANY

We are long time customers and have many different SW products. All high priced. Everyday socks wear out, some boxer models come apart. No good will from customer service for extended warranties with boxers that have a known defect. We are not going back