Wool & OakReviews of woolandoak.com

The Wool & Oak team started my experience off on the wrong foot, but by the end the customer service team has resolved all issues and ensured I was taken care of. The Large Nova bag itself is an amazingly designed product for short business trips that require a garment bag integration. The 3rd Party logistics firm failed to make an adjustment to supplier knowing about a postal strike. W&O received this feedback well. After receiving the first bag with a defective wheel, the W&O team addressed the issue by simply replacing the entire bag. I look forward to using it often on my 2-4 day business hauls.

*on ordering and customer service* I ordered the Nova Large duffle on 11/30/24. At the time I ordered the website said “in stock and ready to ship.” I got a confirmation email and then another email “thank you” email that mentioned if my order included a nova bag it was a pre-order item. I did see one of the bag colors was pre-order but not mine so I thought maybe it was a mistake. But when I hadn’t gotten any more emails by 12/16 I emailed to clarify. I got a response back the same day saying it was pre-order and hadn’t reflected in the system yet and they couldn’t give an estimated shipping date. I was a little irritated. On the website the other color had said it would ship by 1/15 so I was hoping it wouldn’t be any later than that. But on 12/18 I got an email saying it had shipped. I don’t know if that’s suspicious or if I got lucky but the bag was delivered on 12/27. The box was damaged the bag was perfectly intact. I saw other negative reviews saying that pre-order items weren’t eligible for return and if I had ordered a pre-order item without knowing it and that had been the case I would be upset. But I checked their website and I don’t see anything about that under their return information. Hopefully the policy has changed. *the bag itself* I ordered this for my husband for Christmas because he frequently has weekend conferences for work and hates traveling with a suit bag. He’s already taken it on a trip and it worked out well. I love that it can roll so it’s easier to tote around the airport than a regular duffle. Some similar bags from different brands didn’t have that function it really makes a difference in my opinion. The size is good, it easily held clothes for four days plus two jackets and two button-down shirts, and fit nicely in the overhead bin. The compressible cubes also came in handy making it easier to access the suit compartment without messing up the rest of the packed items. The jackets and shirts he packed definitely weren’t wrinkle-free after traveling but he would rather do a little steaming/ironing in his hotel than carrying around a suit bag. The leather and the lining are nice and appear to be high quality. The zipper can be tricky since it comes all the off so the bag can unfold but it’s not too bad. The price is a little steep but I hope that means the quality is as good as it looks and this bag will hold up for years to come. Overall I am satisfied and my husband loves it.

I ordered a bag cyber Monday for my fiancé for Christmas. The item didn’t arrive until Dec 27th. When I emailed asking about a shipping update I was informed I “pre-ordered” which I hadn’t. I expected the bag to come before Christmas knowing there maybe a small delay with shipping. The bag magically shipped before the email response. When it arrived he was so excited. Had no idea I had ordered it. The zippers are a bit stiff but some usage or even wax may help.

I ordered 2 bags. First one was ordered through Kickstarter and took quite a long time to get delivered. But I eventually got it. Excellent quality and really practical. Only small issue is the zips. They need to be used many time before being able to be easily handled. I use this bag as a frequent traveller since a few months and very pleased with it. Based on this first experience, I ordered a second (the small) bag directly from their site. Got a quick delivery of the inside bags but had to wait quite a long time to get the delivery of the bag itself. Contacted the CS several times, and eventually I received my bag just before Xmas (more than one month after ordering it). Same quality (and issue) as its larger brother: So pleased with the products but long wait time (European customer).

I had a complex situation with my Nova bag order through Wool & Oak, but their customer service team, particularly Jay, went above and beyond to resolve everything smoothly. Despite initial delays and unexpected import costs, Jay remained communicative and solution-oriented. He patiently worked with me to address my concerns and proposed creative solutions to ensure I left satisfied. I really appreciated their willingness to make things right and their respectful, professional approach throughout the process. Thank you, Wool & Oak, for turning a frustrating situation into a positive experience. I am happy to recommend their products and their stellar service!

Tengo mi bolso NOVA y eso es lo importante. Han cumplido con todo lo prometido desde la compra. Han tardado, si. Pero han cumplido. Desde el momento que pusieron fecha de entrega, 7 días desde LA a Madrid vía fedex, garantía de seguimiento y entrega. El bolso es fantástico, NOVA LARGE Nylon black. Ahora solo quiero viajar. Thanks Jay

First of all, I would like to say that the bag is really really good and that the Kickstarter campaign didn't promise too much. I am very happy with this bag and my choice. The concept is really good and my wife and children also think the bag is great. Frankly speaking, there was a point during the campaign when I no longer believed that the bag would be delivered to me and that my money would be gone. I can't judge, but I could imagine that with the destruction of the production building by the hurricane and then the problem with the container, the two campaign leaders were so busy that the communication with the backers suffered and thus caused the displeasure among the backers. Thank you Wool & Oak for not promising too much, for your commitment to getting the first container into your possession as quickly as possible, for proactively contacting me and for the wonderful product. Best regards Mike

If you go on a Kickstarter Campaign, you get told about the risks. If you want to make your cut on the price, pre-order a product that is not yet build, on stock and ready to ship... there is a risk to timelines, logistics of the product all that. That´s what you get a discount on, when preordering e.g. on Kickstarter. And...surprisingly delivery and tax might come on top of your bledge - they tell that to us. We tend to forget. In most cases things go a bit left and right, but they go smooth and you enjoy paying less for a great product. Sometimes things are a bit more bumpy until you get what you pre-ordered.And sometimes it seems you just run out of luck and than out of patience. And that´s what was happening with the Wool&Oak Kickstarter Campaign for the Nova Bag to me - a lot of issues on the way to get the product in my hands and there was a time, when I just would have been OK with them telling me... sorry it´s not gonna happen. I got tired waiting for updates that just said we run into this and this and this, but hang on. Finally I got my Large NOVA bag, made of brown leather. And it is what I was hoping for. The leather is superb, the interior quality and options are great, the zippers do what I would expect and when you do not need it, opening it up and fold it flat is phantastic (also for traveling and put it into a suitcase on the way back or to the location). The bag, leather and accessory absolutely looks and feels premium quality. And it is finally real. Exactly what I was hoping for, for my business and weekend trips. And did I mention that it looks just like a bag you could easily pay double the price from the campaign? The journey of this campaign was one of the worsed I had on Kickstarter, but the product is real and really really good. And once more, I think the pain the people at Wool&Oak felt with all the things happening on their side, that clearly must felt like just running out of luck and time, also. Keep in mind, that at Kickstarter you´re not ordering a product in stock but one that has the complete prototype, setup of production and logistics in front, things can go south, without some trying to harm you or trick you. Sometimes things just happen on the way - Wool & Oak in the end delivered a great product. The journey was long and a bit crazy this time. but the bags are great!