Wool & OakReviews of woolandoak.com

I place a pre-order for a Nova bag and was charged shipping despite their website stating that shipping was free in the US. I emailed twice and got no response except the automated email promising a response 1-2 business days. I can’t cancel the order because it’s a pre-order. It seems that their customer service is non-existence. Based on other reviews, I wonder if I will get the bag. UPDATE: Without responding to my original email about shipping charges, Wool & Oak canceled my pre-order. There’s still an outstanding question of whether they will charge for shipping even though their website advertises free shipping within the continental US for all products except ALl Day Bag Pre-Order.

I am very excited about my new Wool and oak bag. Unfortunately something didn't work out with my delivery and the Wool and Oal team helped me immediately, were very supportive and accommodating! I have rarely experienced such good customer support. Mistakes happen, but how they are dealt with is the great art - thank you again!

Excellent product quality and amazing support. My parcel was lost by Royal Mail (through no fault of W&O), and the support team put a lot of effort trying to resolve it. They were very responsive. And I ultimately got another package, with a small extra gift from them, so could not be happier!

Placed a pre-order October25th with ETA of January. Followed up, then was told February. Followed up again, was told March and finally followed up again today and was told end of April. Charged my card $470 in October and still have no product on January 26. Told them I'd like to cancel since they couldn't fulfill the order in timeframe promised and I was told I could not cancel. Seems like a common practice of this company. Extremely disappointing as it looks like it could be a really nice bag if it's every received.

My experience with their product and their support is great. They supported me very lovely when I had an issue with the delivery of my order. Products are excellent! 5 stars for support and product

The only reason why I'm not giving 1 star is because the bag itself is good quality and is functional. The zippers are very stiff but I'm hoping they will loosen up once it's used more. The delivery experience and customer service can only be described as atrocious. I specifically ordered the carry-on bag on 22nd September because it was in stock and was conscious that international delivery could take up to 30 days. I had not heard anything 2 weeks later and when I reached out to customer service, I was told that it was out of stock and it would be shipped in mid October. When that didn't happen, I followed up again on 21st October, only to be told that they had just received new inventory and I should be getting my tracking number soon. 3 follow up emails from me later, I eventually received a tracking number at mid November. The bag was then stuck in customs for more than 2 weeks (something I was not aware of) so I followed up again, was told that they would chase their logistics team and give me an update which they again did not do. A further 3 follow up emails from me without getting any information on my order, I finally received a letter from Parcelforce that I had an order stuck in customs coming from Germany (???) without any more information to tell me that it was from Wool & Oak. Thankfully, Parcelforce was very helpful when I called them, I paid the customs charge and the bag was delivered 2 days later on 7th December, 2.5 months after placing the order. I do not care about customer service putting smiley faces in their replies, if anything it's condescending getting this response "You should get a tracking number soon. :)" and then hearing nothing back for weeks. I only care about getting helpful information which they repeatedly failed to do. Honestly, as good and unique as this bag is, I would never have bought it if I knew how painful getting it delivered would be. [Edit post their response]: Their reply to my review only proves my point. They made it sound as if this was DHL's fault but it was not so much the time that it took for the bag to be delivered, but the lack of communication on their part throughout the process: the bag suddenly becoming "out of stock", delay after delay in the order being shipped after restocking, and failure to provide an update at multiple points in the process even when they promised to. The bag is nice and can even considered a luxury item. The customer service however is severely lacking.

Have it for about 6 months now and I'm very pleased with it. It is light, sturdy, compact and stylish. Would love to see the pouch to be a bit bigger to be able to fit in a A5 format notebook (moleskine style) or a tablet.

Wanted to buy this set more than a year ago at a lower price and refrained from doing it. Now I simply couldn´t resist any longer. Just a very cool product!