Wool & OakReviews of woolandoak.com

Update #3: Wool & Oak, you have not sent me return information or a packing label for the bag I have, nor have you sent tracking information for a replacement. It’s odd that you are spending so much time responding to my review and not following through as you claim to. Your strange responses are however, helpful for my claim with AMEX, so thank you. I’m happy to send all your products back if you send me a packing label. Update #2: Wool & Oak has edited their two previous replies, removing one - demonstrating a lack of transparency. They have also flagged my review as defamatory even though I have emails proving all of my statements and the timeline of events. If you can see this post it is because Trustpilot determined that my review is not defamatory. Update: Wool & Oak has now replied to this review twice. Instead of giving a refund as any reputable company would, they have chosen to publicly call an unhappy customer a liar, defend their shockingly unreasonable policies, and admit to deleting my honest reviews. If this is not proof that the company is one to avoid, I’m not sure what is. If there were a way to share photos and videos on Trustpilot I would gladly share screenshots of the emails they sent me telling me they use “jacket zippers”, the video I sent them showing the defective zipper, and the “troubleshooting video they sent me”. Original Review: I purchased the Duffle Suitcase and was happy when it arrived. When I finally used the bag a couple of weeks later, the zipper broke on the first day of my trip. As soon as I got home I attempted to return the defective bag but they told me I was outside the 14-day return window. The have now refused multiple times to accept a return and process a refund. It's literally the worst customer experience imaginable. Steer Clear. Response to vendor #1: I see that wool &oak replied below and that they are being dishonest. The have yet to actually offer me a replacement. They made “apply for warranty coverage”. They did this after I shared a video and they sent me a “troubleshooting” video that they have produced, presumably because zipper failures are so common. They also explained that they use “jacket zippers” instead of luggage zippers which is a further admission of selling a subpar product. I did not see the 14 day return window and would not have purchased the bag. I didn’t even use the bag in that period as I purchased it for an upcoming trip - which is what I imagine most people might experience. Furthermore, they do not display the review I left in their site and they actively delete the video and photographic evidence I have left in Facebook comments. Additionally they say the warranty is for 30 days and we are now outside of that period so I doubt they will even honor that. I don’t want another bag that will fail while traveling. I believe a full refund is the only appropriate course of action.

Appalling lack of feedback as to when products are going to arrive. They will always answer you E Mails with vague responses and no actual details.

Total scam, stay away! I bought the duffle and within the first trip the zippers broke and the wheels fell apart. The quality is horrendous and the marketing a bait and switch. 14 day return policy over the long holiday period a joke!

Complete scam. Truly wish I had seen this page before I ordered. The company is stealing, and you won’t get your product. It will be endless customer “support” emails with excuses. They sent me bogus tracking info saying it arrived Christmas Eve when it didn’t, and I have the ring cam footage to prove it was never delivered at the time they said it was. DO NOT order anything with this company

I placed an order they accepted my money and no responce after that I have sent many emails 10 or more and nothing

I ordered a $500 bag for my husbands birthday and the zippers would not work. I’ve emailed them 6 times with no response and they have no phone number. We are taking legal progressions to get our refund due to this horrible customer care. Buyer beware.

I wish I had seen this site before ordering. I have not received my bag (ordered over 1 month ago) and sadly, that seems like a shorter wait time than most. Many on this site have not received their bag in almost a year...and yes, I pre-ordered and therefore cannot get a refund or exchange. SOMEONE from this company needs to contact me and give an honest update on the status of my order. This is clearly a pattern as evidenced by several other similar complaints.

Hi, I'll try to be brief in a long story. The complaint has been on for 4 months and due delivery date was supposed to be in January 2024, but supposedly was only shipped in July 2024. Yes, delivery keeps delaying forever but eventually seem to have shipped the goods. I can't confirm since I never received it but seems like Fedex did have it for some days. Bad luck, they didn't include an invoice when shipping which is a mandatory requirement to clear customs. I requested it but was never sent, despite reminders so Fedex returned the bag to its origin after 2 weeks waiting for the invoice to clear customs. They first tried to put the blame on me, that it was my responsibility to pay taxes (who said I wouldn't pay?!?!), to which I responded that I do want to pay taxes but an invoice is needed for that, which they never sent. Then proposed to send it again, which I refused since by that time I was tired of their excuses and blaming me for their mistakes so just wanted a refund. Then came another excuse that it was my and Fedex fault etc... All in all, they admitted their fault and would eventually reimburse with a "$59.00 for a restocking fee will be deducted." which I obviously don't agree but hey, dealing with bad faith people and companies, I guess we have to cope with this. They then wanted to check the refund details and confirmed it was sent for payment and then... complete silence. I recommend people here to make noise, here, at Kickstarter (which btw us, ignores us since they just want money too), and DoJ California website (oag.ca.gov /contact/consumer-complaint-against-business-or-company) but just don't let them fool you. So, I can't comment about the bag since I never got it, but I can comment about the company which is in total bad faith, doesn't respect its commitments and keeps its customers money without delivering what they pay for. Believe it's a good summary. You'll notice that they only reply to customers who eventually received their bags and can comment on it, not all the others who've had issues with them. Following their standard answer where I doubt they had a look at it and properly look into the case and just sent standard answers, below are my answers: Hello Filipe, Thank you for sharing your feedback. We understand your frustration regarding customs duties and the invoice issue. As stated in our Kickstarter campaign, international customers are responsible for any applicable duties and taxes. => I know and I wanted to pay but for that, as I've been explaining from the beginning, there needs to be an invoice which I've requested W&A but it never sent so I could pay taxes. I never asked or complained about paying taxes. I do it all the time. Unfortunately, once the package was denied by your own discretion, we incurred costs for both shipping and restocking. => wrong. I did not deny, Fedex waited for 2 weeks for the invoice and then after many reminders asking for the invoice, returned it to the origin, not following my instructions. This is rhetoric answer you've been saying from the beginning. We genuinely regret that your experience did not meet your expectations, but we fulfilled our obligations as outlined. We shipped the item and you denied its delivery. => I doubt that you genuinely regret but it's wrong again. You did ship but without an invoice which prevented customs' clearance so I could pay import taxes and duties. I did ask many times but it was never sent. We have already refunded you the difference. If you have further concerns, please reach out directly. => wrong again. Where is it? I didn't receive any funds anywhere and I've been contacting "Jay" for an answer but he went silent for 2 weeks now. I did reach out directly but you ignored hence I had to tell the world about the experience and submit official complain with authorities. => these are undeniable facts Regards,