SmartwoolReviews of smartwool.com

Shocking customer service, goods nor refund have arrived in 5 weeks. Terrible communication. Would not purchase from them again

I would give 0 stars if I could. The whole shopping experience is a joke!!! First off, I loved Smartwool's products and I own quite a few items, from socks to T-shirts to baselayers. However, my shopping experience with Smartwool's UK website is just a nightmare. Last year, I bought 2 T-shirts but they only sent 1 of them, and it's a different pattern than the one I bought, luckily the size was correct, so I didn't bother returning it. This year, I bought 2 neckwarmers and one baselayer in preparation for my winter trip. The shipment took 3 weeks and it didn't get them in time for my trip. Fine, I understand shipment can be long around thanksgiving, black Friday sales time. However, they sent completely wrong items and I just received a bunch of socks! This is when the nightmare began. I contacted the customer service team, they asked me to take photos of the labels on the packaging, which I did, they then asked me to take photos of the socks, which I did. (although they could've asked me to do it at one action and saved the back and forth email communications which spanned over 2 weeks). After that, they went silent for 2 weeks and I kept chasing them so I can return the wrongly sent package. They finally got back to me and provided the return label on Dec 13th. I thought this was the end of the trouble and I can finally relax after dropping the package at UPS. I WAS WRONG! I checked the tracking status on Jan 3rd and noticed that the package got stuck in Italy for 2 weeks (where the Smartwool team and warehouse are based) and it's about to send it back to the sender. I emailed their customer service team about this and they assured me everything is okay, the package is still in the process for import. When I checked the tracking again today (Jan 10th), the package is on the way to return to the sender and an import fee might incur??? It's been 2 months since I bought the items and I truly regretted my decision to buy from Smartwook UK directly. I will never ever buy from them again and I suggest everyone else look for similar merino wool items elsewhere.

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..,

1st time I ordered from this company, my package got stolen, I believe (unless it was never delivered). I called them, and they kindly sent out new items to be shipped. A couple weeks go by, and I receive the items. But, they are the complete wrong items. I ordered a hat and gloves and received a different style hat and socks. So I call again, and they agree to send a 3rd package with the correct items, but I have to ship back the wrong items I had received. Fine, I ship those back. They were supposed to ship out the correct items overnight. They shipped on 11/26 and still haven’t gotten here. I’ve called fedex several times and they won’t call me back or give me any info on where my package is. I also called this company’s customer service and although they were nice, they have failed to get back to me like they said they would regarding what I should do, where my stuff is, etc. So I’m out $80 and this is the THIRD attempt at getting my stuff I paid for. I wasn’t going to leave a review but to send the wrong items and then fail to get back to me regarding where my package is, is just not okay. The only reason I’m not giving only 1 star is because customer service was genuinely very kind. I’m sure they’re swamped, but this is ridiculous that after three attempts and over a month, I still don’t have my order and am not receiving the help that was promised. UPDATE: I finally sent them a long email with proof of purchase and proof that my package hadn’t moved from FedEx in weeks. They finally refunded me, but never responded to this last email. Customer service was kind throughout this process but I can’t say I’ll ever try to buy anything from them again just to avoid potential hassle.

I was an early adopter of smartwool products...and I just feel like they don't quite feel the same. My oldest smartwool shirt was stretchy, warm, and so durable. It's actually perfectly fine still, I just outgrew it. Over the past few years I've picked up a few more shirts/hoodies and they haven't felt quite the same. I can't explain it but even though they say 100% merino they feel more...synthetic, just a tiny bit less comfortable. I recently picked up a 150 hoodie, and within 3 wears (no wash) it developed a tear at the back of the arm-seam. The customer service was very nice, and got me squared away with a replacement, albeit slowly, they have a great warranty program so you don't have much to lose buying from them. tldr: the products don't seem quite what they were, but they have an outstanding warranty program, so it's a low-risk buy

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.