Smartwool Avis 

If I could zero I would. Ordered from here some items for my kids - size were not good so returned. After 3 months still have not received a refund and now have to go through the reclaim process with my credit card company.
DO NOT USE THIS COMPANY - THEY DONT CARE ANOUT CUSTOMERS AND STEAL

useless and a waste of time, poor customer service and completely unhelpful, will never order from here again

If I could leave 0 stars I would.

Atrocious customer service. My order never arrived and they ignored all of my emails.

Scammers! Do not trust. I did a £270 order, sent it back and never got a refund and the man on the phone said there is nothing he can do

I purchased a pair of socks that arrived pulled and worn.
It took over a week for customer services to get back to me, they told me the product was not faulty (I had sent photographs) and wanted £13 to return.
Awful product awful customer service. Do not buy from here.

Worst contact ever,

I've bought 2 items in the sale from which i only received one. The other one was no longer an option (even though they still sell it) I requested to receive any other one from the same quality(there are loads) no contact.. for a week.. that's when i received an email.. that my email had been received...

By phone you'll find someone who does not speak english if you even get someone on the line. That person will tell you that you need to wait for an answer per email and that he/she cannot help you in any way. Insulting experience

Website doesn't work well.
Call and it's some random person in their kitchen that sounds like someone you wouldn't want to give your cc info to. Try chat. Told nobody can help. Try email. Told I can call the same number from the first time. Horrible customer service. NOBODY is accountable at smartwool. Gotta say. F you smartwool. Will find other wool socks.

Return process sucks. Bad communication from customer service. Quality of the items is OK. I got the money back in reasonable time frame, so can't complain too much.

Terrible retour process. They intentionally make it hard. Also the retour delivery cost is on customer.

I ordered a men’s vest (gilet). A t-shirt arrived! A response from someone in Italy in broken English to tell me they would refer my complaint on. They should have immediately sent a return label so I could return the wrong item and refunded me straight away. Dreadful. I’m worried this has all disappeared into a black hole and is just a scam.

Atrocious customer service. Products never arrived. Do not recommend buying online.

Ordered Smartwool socks online in London - no word after 10 business days, still no tracking number - turns out they were still yet to be despatched from the warehouse. How is that even possible?

To make matters worse, Smartwool never bothered replying to any of my customer service emails (support @smartwoolcustomercare.zen desk.com). Phone calls were frustrating and achieved nothing. Is this your idea of customer service ?

Unbelievably bad return policy!
Ordering a pair of socks (25,-), plus 9,- delivery fee. Turns out we ordered the wrong model. Sending them back: another 9,70 return fee. So I spend almost 20,- for nothing. If I still want the right model, I will pay again 9,- delivery costs.
That would be a total cost of over 50,- for one pair of socks.

Conclusion: don’t order at smartwool! (But try to find the product you want through a reseller)

Not a good return experience, as the goods need to be posted back to ITALY in your own expenses.
The goods are great quality, but the t-shirts are weirdly too too too long.
I ordered 5 T-shirts and had to return back 4 of them.

Smartwool's customer service and warranty department is the definition of incompetence...3,4,5 people involved, none of whom read previous information...Stay away from this company! Arcteryx, Icebreaker, Outdoor research are all far superior. STAY AWAY.

Terrible. Threadbare and Holes in socks after a couple of months, emailed with pics, and it's taken them over a year now to get back to me and to confirm that i needed the socks to claim, who keeps useless socks for a year when emigrating

Despite all of the negative reviews, the company has treated me very well. I sent them a photo of the holes in my socks and they provided a full replacement for the product quickly and without any extra questions.

These socks look good but they fall apart quickly. I washed them in cold water and hung them up to dry, but they shrank and the heels developed holes after only a few months. I switched to Darn Good Socks, which are far more durable and come with a lifetime warranty.

DO NOT ORDER FROM THIS SITE.

I wish I had read the reviews regarding returns. Appalling lack of customer service. Paid £25 to return it via a carrier because all of their returns are to Italy, then scammed me out of my full return amount. How this disgraceful company are still in business I do not know. Quality of the product I bought wasn't great either and box in a barely saleable condition. I literally created a trust pilot account to review this god awful company.

Ordered socks on the Smartwool Canada website. One pair arrived with a hole in the heel area and were already bent out of shape as if previously worn and returned. I inquired about a replacement pair and was told the size/style was out of stock. The solutions presented to me were to: keep the defective socks and mend them myself with a meager 30% discount or cut the socks in half, send photo proof the socks were cut and only then would I get a full refund. No easy solution offered like simply sending me a pre-paid returns label with no questions asked. Appalling returns situation and service. Will never purchase their products again.

If you stay in the uk I would avoid ordering from this company directly. The returns (which are to Italy not the uk even though they operate their site within a uk domain) cost a small fortune, they also add an import fee on top of the return. This whole process takes around 2 months to complete. All in all a return for an order upwards of £100 will eventually lead to roughly a £55 charge.

Do not recommend.