Smartwool UK Bewertungen 

Do not buy anything from Smartwool. That is the only advice you need to take from this and other reviews.

AVOID, AVOID, AVOID.

Smartwool pretends to be a UK-based company. They say they are Smartwool UK. They sell through a .co.uk website. Goods are priced in UK £. But in fact they are located in Italy. It's bordering on a scam.

The goods are despatched from Italy. And if you need to return anything - which you probably will as the sizing of their clothing is not great and the quality no more than average - that's when your nightmare begins.

You have to arrange shipping to Italy as if you are an exporter. You have to prepare complex documentation, including commercial invoices for Customs, as well as specific packaging materials for Customs to open/close. And of course, it's more expensive - maybe 3x the cost of shipping within the UK.

The 'importer' named on the documents is not even Smartwool but some Italian import agency. The email address given for them by Smartwool does not work - it doesn't exist.

Then their chosen delivery partner, UPS, kicks in. They will find something wrong with the Customs documents, even if there isn't, and UPS in turn prove to be hopeless and difficult.

So you contact Smartwool 'UK' customer service. You won't get a response. I sent multiple emails over a stressful 3-week period. Not a single response. They are uncontactable. You might notice they don't respond on here to reviews.

In desperation I contacted Smartwool in the US. Smartwool is an American company and I thought maybe they could force Smartwool Italia to respond. But no, they say they are nothing to do with them, even though they own the company.

Like I said, do not buy from Smartwool unless you want a nightmare like I had. Just avoid altogether.

I ordered items over six weeks ago. The parcel was sent to an inaccessible collection point, and therefore automatically returned to Smartwool.

Smartwool’s Italian customer care insists they can only issue a refund once the parcel is scanned back into their warehouse. However, their own courier (UPS) tracking explicitly states the parcel was "undeliverable and has been disposed of" (lost/destroyed).

Despite their own courier providing evidence that the parcel cannot physically return to them because it no longer exists, I have received the same scripted, "copy-paste" responses for over a month, namely that they are trying to find a solution (?) with their courier.

Under the Consumer Rights Act, the retailer is responsible for the goods until they reach the consumer. Smartwool is effectively refusing a refund for an item their own agent lost and destroyed.

Their customer service team also has an unhelpful and rude attitude.

If you are in the UK, be warned: their offshore logistics are a mess. They would rather leave a customer out of pocket for £50+ than take responsibility for a courier error that their own tracking system confirms. Save your money and buy from a retailer that actually understands consumer rights.

I adore Smartwool! Such comfortable garments, and such beautiful values too. Love this brand and excited to see it grow more in the UK.

I’ll never buy from SmartWool again. Ordered 4 pairs of socks, 50% of the order was fine, but one pair frayed and poorly made, the other completely the wrong item. Took over 10 emails and 2 weeks to get any help, they expected me to provide SKU details, and multiple photos of each sock before they finally conceded a mistake. Poor attitude, unresponsive and products are terrible quality. Waste of time and money.

I spent 43gbp on two identically priced items for my daughter for Christmas, it turned out she only wanted one. It turned out my refund would come to 16.45gbp if I paid to ship the item myself.
Their price for shipping the return was 13gbp.
I hadn't realised when I bought from this .co.uk website the shipments were from the US.
I won't be shopping with them again.
I

I would love to give zero stars. Ordered two thing - received only one. I contacted them about this and was advised they would look into it, then I have had radio silence since. Awful customer service, product I have received feels poor quality for the money. Wish I’d seen these reviews!!

Looks like a UK website, but when I decided that my item was too large, I quickly found out that to make a return Smartwool will have you filling out customs forms and paying for international post to Italy. Terrible customer experience.

I ordered a month ago and they still haven't delivered. I've emailed to cancel and they're still making excuses about technical issues and not delivering.
Avoid like the plague !

I wish I read this website before ordering....

Can't contact their phone it says office closed. Ironically their office is in Italy.

Ordered 28th December its the 16th January and the order status is still 'INVOICED'

Taken my money and not even moved along with the order.

I did get a message from them by email saying they are behind because of the season. Yet looking all of theese reviews thats complete rubbish.

I think more people need to know to avoid this place...

Ordered Smartwool classic thermal base layer top. I have had one for 5years which I love so ordered another in the same size. It arrived promptly but found it to be bigger than my previous top, certainly not a slim fit.
I attempted to navigate the returns portal today on both i pad and i phone. Neither showed the options as stated on the returns website.
I used the chat bot to ask for help and got an e.mail back in Italian.!! Sadly of no value to me at all.
Having read the reviews on this site, I will just keep the top and not risk returning. Presumably this is what the company hope for. Caveat Emptor- my Latin is better than my Italian.!

Smartwool didn't send the order for ages so I had to request cancellation, refund and go on holiday without equipment I needed.

Firstly, this is only my second TrustPilot review, but SmartWool has been so bad that I have resorted to this. I'm experiencing what appears to be a common issue with this company - I attempted to return a product, adhering exactly to their returns policy (they ship from Italy, despite being a .co.uk company), and as per their policy they are responsible for customs duties. I attempted to contact them through the returns portal, direct message, Facebook and phone call to no avail, and the package was subsequently returned to me. Smartwool eventually got back to me and informed me that it "Unfortunately you decided to ship on your own (meaning you did not use our UPS return label) so you are responsible for the return shipment, but we'd still be glad to help you if we can.", despite the website clearly stating "Additional customs fees are at our expense." It's shocking to me that a company can charge so much for a premium product, and provide a service that even Primark would be embarrassed about.

Forces people into agreements, asks them to MAIL the company to cancel in a TIMELY manner. The closest thing to theft, but legal

Still waiting despite sending 2 emails regarding the shortchange of £52 regarding 2 orders that were returned at the end of December, have received 2 part refunds so far…… what the hell is that all about., I urge anyone not to use this company !!!!!

All the reviews on here had me really worried as unusually didn’t check trustpilot before ordering, on this occasion have to say pleased I didn’t read all of the reviews and not order as my experience was great.
Shipped from Italy but I found no hidden charges on delivery everything was transparent when placing the order.
In total the delivery took 4-5 working days which again was very reasonable.
Would order from them again any time.

My review on their website got rejected as I referenced to pricing.
I will say here, you can get much better quality merino products for 20-40% of Smartwools pricing.
The jacket I purchased is so breathable it's quite useless.

I love the products that Smartwool make but I have had an issue with one item that needs repair or replacement and I am getting nowhere with their non-existent customer care team. I am going to have to turn to my credit card provider for a refund.

I may still buy their products in future but it will be through a third party so that any consumer rights I wish to exercise will be through the vendor and not Smartwool themselves.

Edit: I have discovered that their payments are handled through an intermediary and this invalidates the ability to do a section 75 chargeback when something goes wrong. If I could downgrade to zero stars I would.

DO NOT ORDER DIRECT!

There were import charges of £21 on my order, which in itself isn’t a big deal, the website said it would be covered by the company and should have been a quick fix over the phone/email.

However, I’ve had so much trouble with their customer service. No replies to emails and every time I call them, they are so rude and totally avoid giving any straight answers. So my items are still stuck at the depot!

Worst customer service I’ve received.

Such a shame, it has really put me off the company.

Ordered some socks, received some boxer briefs and shorts. Now I need to send these back to Italy. Wouldn't recommend going direct if they can't pack orders correctly

I have to start by saying this has nothing to do with quality of the products which are actually excellent. My recommendation would be to go to a UK outlet that stocks this brand and buy from them if you want Smartwool without the hassle of the horrific return process when buying direct. Hence my rating.

Long story short we started our return process at the start of April and after 2 failed returns got Smartwool to agree to fit the bill and organise the 3rd return attempts since we followed their advice on the last attempt. This at least was fair of them. This attempt was successful but they got our parcel in July and we were told we’d get our refund in 14 days and nothing. I contacted them again, it’s been refer to finance and nearly 2 weeks later still nothing. I can only hope they process our return or might need to escalate.

The long version:

The returns process is not easy and you’re responsible for paying the return postage which isn’t ideal but I accepted this fact. The information given on their site isn’t correct and the information they require you to put on your return custom form isn’t provided with your items. We just filled out what we could with the information we could find on our order confirmation thinking that would be sufficient but it wasn’t. So our parcel arrived back with us after a month’s lounging in European customs. That was the first £20 wasted.

We contact Smartwool who we explained and they gave us the same
return advice as website only they provided us with missing info need for the form so we sucked it up paid another £20 and duly sent it for another ‘holiday’ to the Italian customs office and a month later it came back again.

We complained to Smartwool that we followed their instruction to a t this time and we felt it was only fair they organised and pay for a third attempt as we were out of pocket by £40 for £162 refund. They were fair and agreed to this and this attempt was eventually successful but this took til sometime mid-July. Then we finally got an email 28 July to say we’d get our refund in 14 days. That was a lie as by 14 August I’d received no refund so had to contact them AGAIN (who knows what number email this was and how much wasted time by this point). I asked them to give us our refund but of course it had to be referred to some ‘finance’ department and that was nearly 2 weeks ago and still nothing. It’s been a true test of customer patience. There processes need a serious overhaul if they wish to continue selling in an international market.