Get lost in translation, not in your bag.
Wool & Oak (woolandoak.com) has 361 customer reviews on Five Star Index, with an average rating of 4.0 out of 5.
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Gabriela R.
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
dan
I placed an order they accepted my money and no responce after that I have sent many emails 10 or more and nothing
Virtuous
So many complements, so little space to review :) 1. Shipping. I had a trip planned for Dec.6 2024 and ordered this item on November 29th. It actually arrived via FedEx International December 5th! Exceeded my expectations. 2. Quality. Exemplary quality, first rate leather, fittings, zipper, closures, lining, wheels and handles. Definitely worth the price and you will be impressed. For me, it’s, “quality or nothing” and I am so pleased with this purchase. 3. Experience. I used a set of packing cubes and it was a true delight to pack, unpack and repack. Storage was super easy as it folds flat, just like the ad illustrates. Conclusion: this is a terrific purchase and I anticipate this item passing the 30-year test. Used it on a 3-day trip to Toronto and will use it on my 7-night trip to Cabo later this week. I am super pleased and ordered a second one for our son…well done, Wool and Oak, well done. AHC
Brian M.
Really great people to deal with. Obviously there can be problems shipping from USA to UK but not with Wool & Oak. Great communication at all times, personal and a great product arrived in tip top shape. Very happy with my bag and I look forward to doing business with W&O again. Thank you.
Bryan M.
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!
Jennifer W.
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.
Casper S.
I’ve supported their kickstarter. It was a long journey with some difficulties. But eventually my bag arrived. With extra import fees, but it is what it is. I expected higher and better quality. Especially for their asking price. It’s not ‘premium’. The inseams is crooked the inside zippers are crooked. The “gold” zippers outside is crackled - their alloy finish is imperfect. I’ve got waaay cheaper bags with a better finish. I’ve tried contacting them through their support but they haven’t responded yet here several months after. Cannot recommend.
Response from Wool & OakNov 21, 2024
Thank you for supporting our Kickstarter and for taking the time to share your experience. While we’re glad your bag eventually made its way to you, we’re sorry to hear that it didn’t meet your expectations. Product Quality: We pride ourselves on crafting bags with premium materials and meticulous attention to detail. It’s disappointing to learn that you experienced issues with the zippers and seams. This is not the standard we aim to deliver, and we sincerely apologize if your bag fell short of our usual quality. Your feedback will be shared with our production team to investigate and ensure improvements are made where necessary. Import Fees: We understand that import duties can be frustrating. However, we want to clarify that our Kickstarter campaign clearly stated throughout that international backers would be responsible for any customs duties or taxes. This transparency is important to us, though we understand it doesn’t make the fees any less inconvenient. Customer Support: It’s concerning to hear that your outreach to our support team went unanswered. While we strive to respond to all inquiries promptly, it’s clear we missed the mark here. We’re committed to improving our response times and invite you to reach out to us directly again at [email protected] so we can resolve any outstanding concerns. We value all feedback, whether positive or constructive, as it helps us refine our products and processes. While your experience was not as seamless as either of us would have hoped, we hope you’ll give us another chance to show you the quality and service we’re capable of providing.
Anthony H.
Buyers from the UK beware! The bag although expensive, arrived on time and is exactly what I was expecting. I would give the product 4-5 stars out of 5 so far. What I wasn't expecting, was £150 import duty bill on top of the already pricey outlay. If I'd have known this before, then I would not have purchased.
Response from Wool & OakNov 21, 2024
Thank you for your feedback and for choosing Wool & Oak. We’re thrilled to hear that you’re happy with the quality of the bag and that it met your expectations. Regarding the import duty, we completely understand your frustration. While we do note during the checkout process that international customers are responsible for customs duties or taxes, we understand how these additional costs can feel unexpected. We’re happy to share that we’ve since updated our infrastructure to provide a smoother experience for our international customers. Moving forward, duties and taxes are now calculated and included at checkout, so you’ll know exactly what to expect upfront—no surprises. We appreciate your feedback, and we’re always working to improve. If there’s anything further we can assist you with, please don’t hesitate to reach out to us at [email protected]. Thank you again for your purchase, and we hope you continue to enjoy your bag for years to come!
