Smartwool Avis 

Inexistent support. Do yourself a favor and take your business to IceBreaker.

Purchased a Smartwool vest and after wearing it a half dozon times it looks like crap. The wool piled up and becomes a mess of balled up wool. The jacket makes me feel like a dirty ball and not dressed properly. This is my first purchase of a SW product and certainly MY LAST. I recommend people that want quality wool clothing purchase from Filson which has been a good to brand for quality of mine for several years. My Filson wool vest is 4 years old and is impectable like the day it arrived. Avoid this brand of Smartwool.

We ordered a few items from Smartwool and the top for my wife looked like it had been run over by a bus. The box was all squashed and the top was stained and full of human hair. The outer packaging was fine, so this was shipped to us like this.
No apology whatsoever, we got put in the questioning room about what happened over emails sent back and forth. It had to be us that messed up the top and now crying wolf.
In the end, the stress was just not worth it and we gave up trying to send the top back, it will serve as a reminder to never buy from Smartwool again now.

I love smartwool products. But unless you are sure that the size will absolutely fit, do not buy from this European website. In my case the item I bought was not correctly sized and still - I am forced to pay returnt costs. Unacceptable in the time when all other companies take care of this.

I wish id read these comments first before ordering. Expensive returns as they are based in italy!

My brand new pair of socks developed a hole at toe seam in the first wearing. Sent warranty claim email & received auto reply it would take 7-10 business days.....no word back yet at 12 business days so placed a call and was told due to the high volume of claims they'd get back to me in their own sweet time......which definitely says everything you need to know about the downhill slide in the Smartwool quality! Switching to another brand.

Terrible customer service! What happened to this company. No consistency, no replies, no follow up. I am no longer a customer after years of supporting their products. Told yet again someone would be in touch.

The customer service from smartwool.com is absolutely abysmal. I have nothing good to say about my experience. As I emailed back and forth I wasn't hearing from the same person, so there was no consistency and I had to repeat my concerns. My questions went unanswered, and my issue remains unresolved. The kicker? It was their mistake in the first place. They sent me the wrong item and when I tried to figure out what my options were they didn't provide me with anything helpful.

I have purchased 5 maybe 6 sweaters/hoodies over the last few years. Everyone of them has developed holes in the material and not in the usual spots where you would expect wear and tear. it is like the wool just starts to disintegrate after several times in the washing machine. Love the style and fit but the quality of the wool is extremely poor! I will switch back to Icebreaker.

Update
01/2023
Smartwool responded to my review and asked me to resubmit my claim. I did, and they said the claim needs a picture of the complete sock. I only provided one of the hole and logo/size, which was the instruction. Once I provided that, they approved my warranty claim and are sending a gift card to replace socks, free shipping, plus an additional 10% to cover tax. My review was eventually posted as well.

12/2022
Similar to other posts, I recently ordered a pair of socks (Everyday ReGarita Light Cushion Crew Socks) and after 2 washes there was a hole in the toe seam of one sock. I was told it was normal wear and tear and the warranty would not cover it. The warranty is fake and their product is no longer of sufficient quality to support paying $20 for socks.

I also tried to post a negative review on smartwool's website, and I have yet to see it posted and available to the public. Smartwool's response to my review detailing issues with the warranty coverage was to reiterate that their products are covered by a warrenty.

I have bought many smartwool socks, they are generally very good but in the past year I've had problems with a couple. I just returned a pair that opened up in the toe. I was told that they don't do warranty replacement for wear and tear however their website says they have a 100% satisfaction guarantee for 2 years, total BS. So if I'm going to by $20 socks I'm going to switch to "Darn Tough" brand who has a lifetime garantee.

returned my clothes since they were not my size and my wife said they looked unflattering. I sent the box back on November 29th and it is now December 20th. Smartwool refuses a refund until the package (likely lost) arrives back to them. Absolutely infuriating since I didn't keep any of the clothing and FedEx has been re-labelling and tossing around the package all over the United States. There is NO RETURN PORTAL for any of their returns, so likely they scam customers by keeping the return merchandise AND keeping the money. Absolutely shameless.

I personally love these socks. Their running socks (alongside my allbirds) help me avoid shin splints more often, and are the comfiest socks I have ever used. I also really like their winter socks, which help keep warm (although I will admit, I still need double layers for very cold weather, but I have bad foot circulation).

They had two sales I noticed recently, but usually it is extremely rare to see them have a solid sale, while other brands I like tend to have a few throughout the year.

Note: I have not had to deal with any warranty issues, I wasn't even aware they had one.

I like the products. But the delivery service is the worst. Supposed to arrive this Wednesday. Now it's already Friday afternoon and we will be OOT this weekend. Guess it'll arrive when we are OOT and we won't have it for the trip. Bad!

Would not replace my socks that wore a hole in the heel with in 16 months. Smartwool said that the socks were manufactured over two years ago and were out of warranty.

Very poor quality for a high price. They do not answer mails.

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.