SmartwoolReviews of smartwool.com

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.

send a question and got answer (not expected) 3 weeks later ... question was in relation to order which it turned out was dispatched 2 weeks after ordering ... so if you are happy to wait that long, go ahead

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

Bought three pairs over the last two years , initially great but holes and tears appear way too fast so they dont last ..... Tried to contact to send back last pair as had enough of paying top price for a sock that lasts only a couple of months .... lets see if they respond..... I doubt it after reading the other reviews ..