Smartwool Reviews

Dreadful. Two big issues. First despite one set of socks being great (as expected) the other different set were poor quality (not expected). If I had seen in a store I would not have bought. Second, returns for buyers from the website smartwool.co.uk requires you to pay to have them returned to Italy. I would never recommend buying off this Italian based website. Buy from a store in the UK or whatever country you are in.

As others have noted, their products may be grand, but something is really out of whack when it comes to their online customer service. I don't know if they've always been this way or if the pandemic or economy has recently left them short-staffed or what. I had to return a purchase, but couldn't find the return label. Emailed customer service (the website says you can do that, specifically for this problem) and had a nonsensical series of email exchanges with - a bot? - someone who didn't answer my question but just gave canned replies. Asked for my order number, which was included in the original message; kept telling me to use the return label when, again, I explained the issue in the subject line of the original email. Eventually, the rep told me I had to call the 800 number to get a new label. Okay, fine. I got the label and shipped the package... and heard nothing, neither an acknowledgment of the return and certainly not a refund. After FIVE WEEKS, I emailed again asking why they hadn't responded. I then received an email telling me the refund was being processed that day. What was going on all that time?

After ordering a bunch of socks without getting a shipping confirmation after two days I got a little worried and googled smartwool reviews.
This is how I came to read all the negative comment below and it got me even more worried.
To be honnest, after two and a half day I was ready to pull the plug as I had paid with paypal.
However I decided to wait a little more.
After 3 days I finally received the shipping confirmation and the package was already one day on it's way.
It took 6 days from Italy to The Netherlands to land on my doorstep.
That is not fast but still reasonable.
The shipping confirmation or communication about the status of your order could be much better!
Especially as one reads the comments below.
The product however is great and I love their socks.
So it isn't more than fair that I give them a positive feedback as overall it came together and I'm pleased with the socks.
I hope however that they read the comment on trustpilot and work on improvement.

I wish I’d read the below. Don’t use this company directly, the service is appalling. I have never written a negative review before, but felt compelled to. My order was delivered to the wrong address, the couriers fault. Can I get anywhere in getting it recovered, a refund, anything? Nope. Multiple calls and emails and two months, nothing. Worst customer service I’ve ever experienced. Shame as the product is great, just buy it from a retailer. Should have burnt the cash, least I would have saved a little on my heating.

Misleading website, it says on website items are free to return and come with a return label in delivery box. I’m guessing this only applies to US orders as in UK you need to pay yourself to return the items to Italy. After reading the other reviews here, I’m reluctant to post in case I don’t get the refund. Smartwool items themselves tend to be good quality, but won’t be buying direct from website again.

Purchased before reading reviews, so was prepared for the worst… but really glad I didn’t see the reviews beforehand. Bought from U.K. website, shirt delivered within 3 days of ordering. So impressed and quality is excellent. I didn’t deal with customer service so can’t comment on that, but wanted to leave a review to reassure anyone who isn’t convinced! Would purchase again for sure.

Buyer beware - product is good, but customer service is horrible. They do not take care of their customers regardless of situation. I recently had a package delivered to the wrong address. The recipient didn't return, but donated items to Goodwill. Address had nothing to do with me and while I should have done a more careful review of order before submitting, I had no reason to believe my information would not auto populate correctly. Innocent issue that would have cost Smartwool next to nothing to resolve. I have ordered for years, never returned anything and have never contacted customer service prior. Again, none of that mattered to them. I am out over $200 and will never trust this company to do the right thing again.

The items took longer than expected to be delivered (so they were not really needed by the time they arrived as I had had to order an alternative from elsewhere) and are average at best. I do not think that they will not last particularly long and nor do I think they will wash well. Although I would like to return them I will not bother trying as it appears to be more money and hassle than it is worth so I will write it off as a lesson learned.

I wear smartwool socks almost every day (the Women's Run Targeted Cushion Low Ankle Socks). I recently ordered another job lot of these socks, but this time from the smartwool site itself. I'd bought them off Amazon, Snow and Rock etc before. I also ordered a few other socks and tops for me and my other half. These other items felt flimsy and cheap, had no padding despite being advertised as so, and some actually arrived with holes in them. The customer service was shockingly bad. The returns portal didn't allow me to register my return. I emailed customer services multiple times over the next month, but these were either greeted with the same response (asking me to send photos, which I did, multiple times) or totally ignored. The HQ is in Italy and there was no number to call. I ended up getting a tiny refund via paypal for one pair of socks only, but have ended up out of pocket with multiple faulty items that have ended up in the bin. I am so disappointed becuase I wear smartwool products every day. I'll be looking elsewhere in future, and I'll never order from the Smartwool site in future.

198 dollar Jacket wore 6 holes within 2 months and the last jacket I bought lasted 10 years, same jacket. Customer service was awful. They would not refund me, only credit me knowing that they no longer had that jacket available on their website however REI and other places still had the jacket available. Their socks last only 2-3 months now, not the same company they were. Now their clothes are only good if you don’t wear them or wash them. They fall apart! I have been a customer for over 20 years, no more.