Wool & OakReviews of woolandoak.com

Just add my experience to everyone else’s. I pre-ordered last January. Got the standard email posted on many platforms from the “president” that the shipment is held up in “customs” and they filed a complaint blah blah blah. They never send any updates despite all these complaints, they just don’t care. It’s not “all’s well that ends well” even for the reviews here that got the product. No tracking. No information. No communication. Nothing. I don’t have what I ordered and there’s no way I can/will get my money back and they will just keep doing this to unsuspecting customers. Just look at the responses they post here. No accountability at all. They’re slick ads and fancy marketing mean zip to the terrible customer experience and lack of service. Do not buy from this company.

Fraud alert! Ordered a bag over 6 months ago and it never arrived. Wrote to them and they came back with a preset response regardless of the question.

Like so many Wool & Oak customers, I waited almost 8 months for my bag to arrive after months of delays and lies, and overall shocking customer service. I finally received my bag and although I am happy with the product, because the experience with W&O was so bad, I would advise anyone thinking of purchasing to avoid this company. Reviews on Trustpilot are about whether you can put your trust in a company, to me that is about all aspects of the buying experience, including when things go wrong. The issue here is not that things went wrong, it is the terrible way W&O has dealt with them, leaving their early customers completely in the dark.. with no updates, no clarify, nothing. Overall, I’d suggest you look to one of the many other companies out there producing similar products that also pride themselves in having good customer service. UPDATE: I felt the need to respond to W&O's reply, because it shows exactly what I mean. Rather than just acknowledge that they fell short in terms of not providing updates, they instead choose to create lies, shift the blame, and say things like it ended up in my spam folder. Just look at the reviews here, and the hundreds of others across other platforms and social media. This is not a 0.01% problem, its a 100% problem caused by W&O. This is exactly why I gave them a 1-star, they continue to propagate lies and not take an ownership of their mistakes.

You can add mine to that list. They are a scam. Ordered in December 2023. It is now end of June. When I asked them to cancel and refund, they had the nerve to cite their policy of no cancellation on pre-order. See exchange below. Thank God I used my AMEX. They will refund me and hopefully go after them. Everyone out there Beware!! Re: Order #7195 confirmed Aol / Wool & Oak Support WoolandOak From: support@ To: Paola B Baranowski Thu, Jun 27 at 10:09 AM Hi Paola, We appreciate your support and patience as a valued pre-order customer of Wool & Oak. We understand your disappointment and frustration regarding the delay in receiving your Nova bag, and we want to express our deepest apologies for any inconvenience this may have caused you. We recognize that your pre-order represents more than just a purchase; it's a commitment to our brand and our innovative products. Each Nova bag is meticulously crafted based on individual pre-orders, ensuring the highest quality and attention to detail. Your investment in our product is not taken lightly, and we want to assure you that every effort is being made to fulfill your order as swiftly as possible. We understand your desire to explore options in light of the delay; however, as each Nova bag is specifically tailored to individual pre-orders, canceling orders is not feasible at this stage. Rest assured, our team is working tirelessly to expedite the process and navigate through any logistical challenges we encounter. It's important to note that while we strive to meet the timelines indicated on our website, they are estimates, as we rely on various third-party companies, ports, and individuals across continents, which can impact delivery schedules. While we regret any inconvenience this delay may have caused, please know that your Nova bag is on its way, and we remain committed to delivering it to you as soon as possible. Your satisfaction is our top priority, and we are here to address any concerns you may have along the way. Once again, we apologize for any inconvenience this delay may have caused, and we thank you for your continued support and understanding. If you have any further questions or concerns, please don't hesitate to reach out to us directly. Thank you for choosing Wool & Oak. Cheers, Wool & Oak Our NOVA bag is now available for pre-order here. On Thu, Jun 27, 2024, at 02:06 PM, Paola B wrote: Are you kidding me?? My order was supposed to arrive in April, then in May , then in July. You are the ones who broke one promise after another. Please do not make this any uglier than it already is. Cancel and refund my money. You have had long enough with nothing in return. On Thu, Jun 27, 2024, at 01:58 PM, Support WoolandOak wrote: Hello Paola, We understand your request for a cancellation. However, it's important to note that our pre-order items have a specific cancellation window of 7 days from the time of placing the order, as clearly outlined in our return policy, accessible here: https:// pages/return-policy. Our pre-order process involves initiating production based on received orders to ensure each item is crafted to your specifications. Regrettably, given the stage of production, we are unable to accommodate a cancellation beyond the specified timeframe. If you have any further inquiries or require assistance, please feel free to get in touch. We appreciate your understanding of our policy. Best, Wool & Oak On Thu, Jun 27, 2024, at 12:23 PM, Paola B wrote: I no longer want my order. Please refund me On Thu, Jun 27, 2024, at 12:17 PM, Support WoolandOak wrote: Hi Paola! We are getting our stock soon and will be able to complete your order within the 3rd or 4th week of July. (Hopefully before) We are only filling the orders from Sept to November 2023, so your order should be shipped soon. We'll get an email sent out with the tracking number as soon as your order has been shipped. We appreciate your patience on this. :) Have a great day! Wool & Oak On Wed, Jun 26, 2024, at 11:28 PM, Paola B wrote: Hello, I never received this order and am unwilling to wait any longer. Please cancel it and refund me my money. Thank you.

I’m another disappointed customer and wish I had seen the negative reviews here. I only saw the reviews on their website, which 1) are from 2021 and earlier and 2) are positive. I paid for a bag that has yet to be delivered and am also getting the run around from customer service (e.g, “shipping soon” and, later, “we should be able to ship your order around the second or third week of [insert month of your choice here]. :)” ). Spoiler alert, the timeframes continue to come and go with no shipping information and obviously, no product. I would not recommend doing business with this company.

Unfortunately, I am also one of those who have already paid a long time and have not yet received a bag. I have been waiting for over 6 months now. For some time I kept getting various excuses, such as customs etc. For a month now, however, no one has responded to my requests, which is absolutely unprofessional. They have also referred me to this site to make sure that there are satisfied customers who have actually been supplied. I think this is just a marketing story and the positive reviews are not real. I'm getting really lost. And I will probably have to get legal support UPDATE: Fraud reaches new heights! After my post here and further inquiries via the support mail, I finally received a reply once again. A very surprising answer. I was told that my order was canceled and therefore I will not receive any information about the delivery. They just canceled it, didn't tell me anything and of course didn't make a refund. I then asked where is my money....and then of course a new lie followed! The money was on its way...of course...it never arrived. Should this change, I will of course take this into account here. if you don't want to risk any money and avoid stress....fingers off! UPDATE 2 They still lie to me. Telling me that they have processed my refund and blamed my finance provider. Without being able to tell me to which they processed the refund nor give me any proof. After telling them that I paid via PayPal and that it would be easy for them to give me the transactionnumber if they really have refund to PayPal….again silence!!! ABSOLUTE SCAM!!!

It seems fairly obvious that the five star reviews are written by the company representatives themselves explaining the returns policy and the delay procedures. Again much like everybody else in this chat the bag was ordered pre-Christmas 2023 just arrived last week. June 2024. 2 months after I was to use it for a trip. Similar to the other complaints the delays the explanations stuck in customs. The access to the shopping container is the issue. Now seeking a refund. based on what I’m reading in this chat I’m not expecting a lot of success. Also, if you read most of the reviews and responses it’s interesting that the tagline of “were have be unable to find your order” has stopped after the obvious question of how do you know what my order was by just adding a poor review to this website? Response to Wool & Oak reply. 23 Jun 2024. Sadly the response from the company failed to address the issue in the complaint, similar to all the other complaints I have read. Further, it appears the complaint was not even read and a scripted response was provided as anticipated. The response was that “ the bag will be shipped shortly”. A. In my complaint I advised the bag had already been received ( 7 months after it was ordered and 2 months after the trip it was ordered for). B. How can Wool & Oak mistakenly respond that the order would be shipped shortly when they did not have the order number or any other information identifying the order? Scripted responses lacking any real customer service seems to be the only thing consistent with Wool & Oak.

I'm still waiting for the bag. The 3stars represent the hope I have in the product. What I heard of people who received the bag it is as promised. BUT I can only agree with some people that W&O wasn't really responsive. Think backers all have high hopes and expectations otherwise they would not backed the project. And everyone do understand delay. But please be more responsive to people who backed the project. Endless repeat why it was delayed and not give more transparency isn't customer friendly. Again my hope went from super high to deep low. But now I do hear people's reaction on the bag I get some hope and hope my 3stars expectation will be exceeded.. After the response of W&O below I had to reduce to 2 stars. This response is exactly what I and others mean. Ehh duh I know it it preorder and I don't mind delay. But some transparency lacks every time they respond. So dear W&O don't reply with such meaningless responses like it will be shipped soon. After all this time you should be able to give more precise information when. It are only 3000 bags /orders from backers. All people that believe in the product. So I hope I get the bag soon and let the bag speak for the product. All you do hear is making clear you really don't understand customer service. You know I asked you more than once friendly by mail and you failed to answer every time. My rating is not about the bag, not about the delay only about your below par communication. Added remark What a great answer of W&O.... Finally a sprankle of hope below. Again it is not about the bag.. I will leave a review on that when I get it. I m really glad with the news. Now I got the news it is on its way. It is so easy and simple to communicate and manage expectations. Hope sincerely that you learn from the overall ratings here and on Kickstarter. But because my trust I you as a producer of great bags and I believe you do understand that you asked a lot from your backers. I sincerely hope you will continuously improve your transparency and communication there is a (Dutch) saying ; Trust comes on foot and goes on horseback. When I receive the bag it is all water under the bridge. So I added a star again