SmartwoolReviews of smartwool.com

I rarely rate reviews this one in sense enough to do so. I ordered two pairs of socks historically I’ve rated smart wall products but I’ve bought in store ordering online. One of the pairs of socks had a huge hole in it, photographed showed it to the online team, who processed the refund but would not allow me to have it replaced. And wanted to charge delivery for another pair. Poor customer service to what they propose to be a premium brand product. . Avoid online purchasing from this company.

I bought a pair of their 250 Merino bottoms a year and a half ago. I only wear them in the winter when it's very cold outside (-20C or lower) when I take my dogs for a walk. Usually my snow pants and a pair of joggers is enough but as I said when it's very cold outside I'll put my Smartwool bottoms under my joggers. I have worn them less than 10 times since buying them. When I put them on for the first time this winter I found a hole in the thigh which wasn't very big but it has gotten bigger since then. A few weeks ago I checked them out to see if there was any other holes and I found a bigger hole and around the hole the threads were pulling apart so that hole is going to get much bigger. I contacted Smartwool because they have a 2 year warranty. I sent them pictures and everything and they replied about a week later saying that they will replace the bottoms but they don't have the same pair in stock so to go on their website and pick 3 different pairs and they'll pick one of the 3 and send me a pair. It's been 2 weeks since I replied to their email with my 3 choices and I have not heard a single word back from them. I emailed them twice since then and still not a single reply back from them. I have filed a complaint against them with the Better Business Bureau and they have not replied to that either. Trustpilot needs to add an option to add photos to your review so I could show you all the holes and the screenshots of the emails and their lack of reply in the email thread. Smartwool ended up replying after filing a complaint with the Better Business Bureau. The same day they replied to my BBB complaint they replied to the email thread. The only replied to the email thread because of my BBB complaint but anyways. In both the BBB reply and the reply to my email thread with Smartwool they both said that they were sending the replacement bottoms. The message from the BBB reply said ''if you have any other questions just reply to your email thread'' which I did because I replied to ask if there was tracking for the replacements that they supposedly sent. Again Smartwool NEVER replied, it been weeks and they never replied. After waiting a while for a reply to the email thread I replied back to the BBB complaint saying that I replied to their email thread and didn't get a reply AGAIN and then they never replied to my reply to that message on the BBB. They actually did send a replacement and I did get it but the lack of communication from them is so frustrating. It's not hard to just reply to a simple message. At least they sent the replacement but be warned, if you have to deal with a warranty claim, be prepared for a serious lack in communication. Also, file a complaint with the BBB if they're not communicating with you after you email them directly, it's the only way you'll get a reply from them, possibly.

To echo other reviews, if you return items you will be shockingly under refunded. I ordered and returned £68 worth of socks and received a £6.99 refund. This despite their (SIC) Easy Returns policy. They claim you will be refunded the same amount your items cost. They even confirmed this in an email to me! This is not true. After you receive your under refund they then revert to radio silence. No response to emails, no returned calls to messages left, the person who answers claims not to speak English even though you can select it as an option when calling. I have opened a disputed transaction with my credit card provider. I wish I’d checked Trust pilot before ordering.

If I could give Zero I would, this is the third review I have written, my other two were there but seem to have been removed. Placed 2 orders in December, XL ski socks, arrived and were definitely not XL. Returned end of December, received a refund in January 5% of the original cost, chased and chased. It was at this point I found it is an Italian company....SmartWool Uk....whats that all about!!! Rang Italy, finally end of February received another part refund, still chasing £52 for both orders and it's now the end of March. Also in an email (which take forever to be replied to) they drop the bombshell that it's £13 per order for return.....I thought I was ordering from a UK company!!! I urge you, do not order from this company !!!!!!!!!

If I could zero I would. Ordered from here some items for my kids - size were not good so returned. After 3 months still have not received a refund and now have to go through the reclaim process with my credit card company. DO NOT USE THIS COMPANY - THEY DONT CARE ANOUT CUSTOMERS AND STEAL

useless and a waste of time, poor customer service and completely unhelpful, will never order from here again

If I could leave 0 stars I would. Atrocious customer service. My order never arrived and they ignored all of my emails.

Scammers! Do not trust. I did a £270 order, sent it back and never got a refund and the man on the phone said there is nothing he can do