Wool & OakReviews of woolandoak.com

When I saw the duffel suitcase on a social media post, I instantly knew it would be a great addition to my luggage set. The design of a small personal item sized duffel that packs like a suitcase is genius. This will almost double my carry-on capacity. When I received the bag, it had some aesthetic issues I wasn’t happy about, but I can tell the quality was great. I immediately reached out to customer service and they took good care of me. Cynthia in particular was great to deal with, very helpful and attentive to the details of my bag. It took a few weeks, but I received a new bag, in wonderful conditions, beautifully made with that enticing leather smell. This experience has made me a fan of Wool & Oak. They were professional, took care of my problem, communicated with me throughout the way and delivered a quality piece of luggage I plan on using and keeping for years.

I love this bag. Well made. Smart design. Looks great. Had it for about a year now and haven’t had any issues. Going to add the bigger bag and complete the set.

Customer service by Cynthia was great and shipping was really fast. After reading several reviews, I was hesitant to purchase a bag because many people said it took a long time for orders to be fulfilled. But I decided to purchase the leather Nova bag. It came beautifully packaged, in perfect condition, and looks just like the photos. Well-made and well-designed; there's a pocket for everything. I had a few questions about shipping along the way and always received a reply within 24 hours that was extremely helpful. It's only gone on a short roadtrip so far but worked perfectly and fit everything we needed with room to spare. Definitely recommend.

I purchased the Nova bag for our daughter for Christmas. The level of superior customer experience was beyond my expectations and I worked in the customer experience industry for 40 years! Our daughter was so excited and she can’t wait to use her new bag. The quality of this bag is top notch and although others mention the stiff zipper we did not experience that at all. Shipping was unbelievably quick and with personal contact along the way. Only downside, (which is actually an upside), is that everyone in my family wants one now but they will need to wait because I’m getting one for myself first!

Outstanding shopping experience and product. I was looking for a carry on to compliment my checked bag. The quality and overall design was perfect but I realized that I need a bag with wheels because the fully packed weight would be too much for me. I emailed the company for a return and was guided through the process and received a refund within a day or two. I was impressed by the quality of both the bag itself and the customer service.

I ordered a duffle suitcase that arrived defective. I immediately documented the issue and provided a video showing the defect. I acknowledge that it took me six days to complete the return process. However, once that was done, it took the company eight additional days to ship the replacement, despite assurances that the replacement would ship without waiting for the return to be physically received. The return experience itself was unnecessarily frustrating. The online return system did not allow me to select an exchange, which was my only intent. I was forced to choose a gift card instead, which later became an issue when the item was no longer on sale. What made this experience truly frustrating was how it was handled. Their polished, empathetic emails felt completely disingenuous. They repeatedly framed standard corrective actions as “courtesies” and implied that the delays and frustration were my fault, when it all stemmed from a defective product and a poorly executed return process. In the end, I got the replacement, but what should have been a simple exchange became a prolonged ordeal. Their repeated apologies and claims of empathy are empty, and their touted excellent customer service clearly does not exist. I will not buy from this brand again and cannot recommend them.

Product looked great online, even better in person. Can’t wait to start using. Customer service is very responsive and professional.

[hey all, forgive me if this is a repeat...did not see the first one go through] Just ordered 5 of these for my business partners for EOY Christmas gifts (2 jet black, 2 chocolate, 1 sand). Well I got rave reviews on the quality of the bag's construction, the beauty of the design, and practicality of the concept. It was a huge winner with them. Shipping was also pretty swift given the size of the order and the Cyber Monday frenzy (delivered to our office in Florida in about a week). Packaging was grade A+ excellent: protective foam, individually wrapped dust cover and plastic, and all inside of a beautifully designed cardboard box covered in sketches of a NYC aerial (I didn't even need to gift-wrap!). One of my partners responded by surprising me with one in chocolate as well :). As for how I found out about Nova: about a year ago I needed one bag for my monthly 3-day work trips because I usually had to do a separate garment bag for sport coats and pressed shirts. After some research, the Nova felt like the best option (a 4-wheel spinner version wound be an awesome upgrade, though!). so I look forward to travelling with the Nova. Am looking at the W&O backpack to match as well, maybe also as my everyday brief. Will try to do a follow up review after break-in once my partners and I have travelled a few months.