Jorge
Not Worth your Money
I ordered The Pro Chocolate. They charged me 45 USD for shipping and as I'm in Canada, it's standard for express shipping coming from the US. However, they FORGOT to send the straps, an integral part of the backpack. I complained and they immediately sent it, but to avoid paying for shipping twice, they sent it through regular mail, rather than DHL express which is what they charge for... It, therefore, took OVER 22 DAYS for my product to arrive. I asked if it was possible to refund me the expensive shipping, which I got an automatic reply and they said they would get back to me in 48 business hours... 72 business hours later they followed up with an email saying they didn't charge me shipping for the straps (which THEY FORGOT to send) hence they wouldn't refund me for shipping. They charge a premium price for their product which you would expect a premium product and exceptional service. I can't say I received either of those The product overall is ok, but for what they charge you can get better backpacks from more well known high-end brands. The stitching is poorly finished, the zippers get stuck very often. If this was only a review of their product I would rate them at a 2, However, the lack of understanding from their customer service is where I decided to downgrade my rating to a one.
Response from Wool & OakNov 25, 2019
Hi Jorge, We're very sad to see this review as we immediately DHL Expressed you the new straps without charge. We ship from the USA and we offered you free shipping of your original purchase if you had a US address but anything outside must be charged for extra cost of postage. As for the quality of the bag, we're sorry to hear this. Our team had reached out and offered you multiple solutions to choose from including a refund or an exchange. We hope you reconsider your review of us as we did everything in our power to satisfy your needs. Regards, Wool & Oak