Ryan
Good product, but still never buy from this company
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.
Response from Wool & OakJun 27, 2024
Thank you for your feedback and for sharing your experience. We sincerely apologize for the delays and the communication issues you encountered. With the large volume, thousands, of pre-orders we processed, our aim was to keep every customer informed. Unfortunately, it seems that some of our update emails may not have reached everyone, possibly ending up in spam folders. We regret that this impacted your experience negatively. It's important to note that the issues mentioned here on Trustpilot represent a very small fraction of our pre-order customers—approximately 0.01% of all pre-orders. While this is a small percentage, we understand that any instance of poor customer service is significant and requires attention and improvement on our part. We are committed to enhancing our customer service. The quality of our products is a testament to our company’s core values, and while service levels can be improved—and we are dedicated to making these improvements—the inherent quality of our competitors' products does not match ours. We believe in our products and are actively working to align our customer service with the high standards our products already meet. Thank you for acknowledging the quality of the bag you received. We hope this can be a testament to the craftsmanship and effort we put into every product. We appreciate your patience and are here to assist you further should you need any more support.