Smartwool Reviews

Terrible experience, bought an expensive smart wool jacket, received a cheap crap nylon jacket.
Despite the smartwool website indicating it’s in the uk, it’s in Italy. Returned the jacket for refund a few weeks ago and not received anything.

My order was placed on 29/3/2021. The articles arrived 7-8 days later. The socks were fine but the 'rainjacket' was a thin nylon zipper that you could get for 10 euro in a supermarket (made in Vietnam) priced at an eye watering 125 euro. After 4-5 e-mails with customer service it was established that the customer pays for the P&P. I returned the artice in the original packaging, unopened via DHL packet service.
More than 2 weeks after sneding the package Smartwool have still not confirmed that it was received nor refunded the payment, despite the tracking code showing delivery to Italy. If you order something from Smartwool Europe do not expect to be able to get a refund nor an exchange, without a lot of argument or a lawyer.

I wish I could go minus, I ordered 3 items, all available on their website. But...I never received them and it was more than 1 month ago and I sent multiple emails to customer service, without any explanation from them, I asked for a refund but had the same generic answer. They are helpless, playing time and with you nerves, horrible, really, :/. I will go through legal action now and let all social media know about it.

Wish I had read these reviews first, ordered baselayer long sleeve too, arrived but looks nothing like the picture on the website and box, wrong colour, wrong pattern.
Been trying to return and get paid postage , 4 emails, 4 forms, no answers yet

Checked Trustpilot after already ordering and had a bad premonition after viewing the reviews.
Delivered in 2 working days. Item as described, in excellent condition. Maybe I'm just lucky..

Order purchased on the 20th January, tracking code says it was delivered on 3rd December to a random address, assuming it is a dispatch warehouse in Italy. Still no sign of order or any reply from smart wool disappointed.........

send a question and got answer (not expected) 3 weeks later ... question was in relation to order which it turned out was dispatched 2 weeks after ordering ... so if you are happy to wait that long, go ahead

We are long time customers and have many different SW products. All high priced. Everyday socks wear out, some boxer models come apart. No good will from customer service for extended warranties with boxers that have a known defect. We are not going back

Bought three pairs over the last two years , initially great but holes and tears appear way too fast so they dont last ..... Tried to contact to send back last pair as had enough of paying top price for a sock that lasts only a couple of months .... lets see if they respond..... I doubt it after reading the other reviews ..

poor customer service, no communication, no reply to messages, longer than declared waiting time, no tracking of the shipment, user experience is a nightmare!

On the surface Smartwool products are of good quality and warm, if expensive. However, their customer service is truly awful. Ordering from the UK website was a frustrating experience, my cards were charged instantly, order status was non-existent, any and all enquiries to this effect were routinely ignored. Our two orders turned up out of the blue 7 and 10 days later, on the face of it not too slow but the lack of communication soured the experience considerably. It's very strange as this aspect should be easy, and much as I like Smartwool products sadly it will be Icebreaker next time for me.

AWFUL EXPERIENCE...Stay away. Try Icebreaker, great product and infinitely better service.