Wool & OakReviews of woolandoak.com

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.

No issues whatsoever,will definitely be purchasing from them again. Great company,great products. P.s exercise a little patience whilst waiting for replies,there’s obviously a lot of demand,for these top tier products.

I ordered my Large Nova last week and received it 6 days later. All the way from LA to Germany. No problems with the order and great service from FedEx. Can't complain at all. The bag was carefully packed and overall makes a good and high quality impression. Only the zippers could be a little smoother.

Jay's service is very good and efficient.

I understand there were delays with the pre-order, but realistically, this wasn’t the company’s fault. In fact, I was impressed with how well they communicated throughout the process. They kept customers in the loop and demonstrated a real commitment to maintaining positive relationships. I would give 4 stars because while the bag itself is beautifully made, one of the wheels had a defect. However, their excellent customer service has addressed the issue promptly. For me, 5 stars aren’t about perfection—it’s about how a company handles challenges. Mistakes happen, especially with new products, but it’s the way they’re acknowledged and resolved that truly counts."

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,

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