Wool & OakReviews of woolandoak.com

I finally received my beautiful Nova large duffel after a long and frustrating experience. I ordered it on May 6th as I needed it for two upcoming work trips and was told that I would have it in advance. I was extremely frustrated that after MUCH back and forth, I finally received it on June 25, long after my work trips. However, to their credit, Zander from customer care was in close touch, always responsive, and offered me a small discount. The bag is beautifully made and well designed, although as a vegetarian, I wanted the canvas version, which wasn't in stock, and I feel very conflicted about having the leather version. I used it on a recent work/leisure weekend getaway, and it carried everything and was easy to use. The leather is very durable, but as a result, it's pretty heavy.

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.

I read the bad reviews and my experience so far so good. Great customer support on keeping me informed. As far as the zipper issue goes, the more I work with them the easier it is to use.

I love the duffel suitcase bag I just purchased as well as my large nova roller bag. Wool & Oak’s products are very well made. However, what I did not like about the duffel suitcase was the cost. It’s smaller than the large roller bag but right around the same price point which I didn’t really like. I purchased it however because I knew the quality and functionality would be good.

After reading many reviews, I purchased the NOVA Large Duffle and the packing cubes. The bag is beautiful and exceptionally made. The packing cubes are perfect and match the lining of the bag.

My husband is absolutely thrilled with the Nova Large luggage piece we recently purchased for him as a gift. It’s stylish, functional, and carry-on travel ready, which are equally important for our travel needs. Our customer service experience was also excellent. I was hesitant to make the purchase given some older online reviews, though recent feedback gave me confidence to try. I originally had difficulty adding a discount code for an online purchase, so I reached out to customer service. They provided timely assistance with applying the code to help me complete my purchase, and the service agent followed up with me directly twice in coming days to provide updates on my order status to ensure I knew the process was proceeding. I also signed up for shipping updates through their vendor partner. I appreciated the extra touch of them staying in touch after our first contact.

I am thrilled with my Nova large bag: it's attractive, durable, lightweight, easy to shift from roller to duffel (such as when you encounter a broken escalator) and it accommodates clothing for four or five days -- though it doesn't LOOK huge. A massive key for me is that the garment bag keeps clothing (even linen-blend pants!) in excellent shape. I could not be happier with this purchase! I believe the company is improving its shipping and encourage you to buy this bag!

Updating my review. After shipment and communication challenges delayed arrival of my bag by a couple of months, it was worth the wait. I now use it for most trips of 5 days or less - sturdy, well made and good quality leather. It can hold more than an average carry on suitcase and is far more convenient. My only point of note would be to work on making it lighter so giving greater scope for air carry on.