Smartwool Avis 

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.

Finger weg von diesem Online-Shop!!! Eine Rücksendung oder Reklamation wird absolut ignoriert und nach nunmehr 3 Monaten habe ich noch immer nicht mein Geld für die zuvor bestätigte Rücksendung erhalten. Vorsicht vor dieser betrügerischen Masche!!

Caution!!! Same issue like the other reviews - to refund of money after return and no response after contaction the cust.Support. After 3 month I don't get my money bach - not even a response on my emails. This company is criminal an is cheating in a very high level!!! Be careful.

Smartwool service is the worst I ever experienced.
Returned items to Italy, which must be paid by myself, I did not get my money back.
Service contacts are a mess, US service gives a f***, and Europe just checks my DHL number and tells me it did not work. End of story.
No products, not money, but wiser to never ever order at this company again.

Absolutely shocking ! I paid £14 to get tracked delivery return , parcel arrived in Italy and no one was in to accept it. The company left a note to pick it up from their depot . No one did . Contacted zen desk no help forthcoming just usual corporate guff ! The staff in Italy don’t care , staff in colarado USA don’t want to get involved so at moment I have no base layer and they have £81 of my money oh plus £14 postage!🤯
I’m sure it’s classed as theft in most country’s.

I like their products that I have ordered. Do yourself a favor though. Save your money on their 2 business day delivery and just go with free 3 day delivery. It's all the same.

I ordered on a Friday and was originally informed it would be delivered Tuesday. Then, Tuesday evening, it switched to Thursday. Customer service informed me that
2 business days = 2 business days*. With caveats, but to reach out again if i haven't recieved my order by Friday.

I warrantied a hat that started coming apart after a year. Nothing else I own from them (essentially socks) has betrayed their standards. I contacted them and after a few email exchanges with Julia, Lacey and Lia I got a gift card AND free shipping equivalent to the item I bought. I even had a couple of confusions in the way and they were all happy to help. Good job smartwool! A very simple and friendly process!

Absolutely the worst experience of a company I've ever had. I would advise anyone to avoid buying from Smartwool directly. I never received a refund for my cancelled order and had to raise a dispute through PayPal (which was settled in my favour) Terrible customer service - you just get automated responses when emailing them. Questions not answered and no assistance provided. Avoid, avoid, avoid!

Shocking customer service, goods nor refund have arrived in 5 weeks. Terrible communication. Would not purchase from them again

I would give 0 stars if I could. The whole shopping experience is a joke!!!

First off, I loved Smartwool's products and I own quite a few items, from socks to T-shirts to baselayers. However, my shopping experience with Smartwool's UK website is just a nightmare.

Last year, I bought 2 T-shirts but they only sent 1 of them, and it's a different pattern than the one I bought, luckily the size was correct, so I didn't bother returning it.

This year, I bought 2 neckwarmers and one baselayer in preparation for my winter trip. The shipment took 3 weeks and it didn't get them in time for my trip. Fine, I understand shipment can be long around thanksgiving, black Friday sales time. However, they sent completely wrong items and I just received a bunch of socks!

This is when the nightmare began.

I contacted the customer service team, they asked me to take photos of the labels on the packaging, which I did, they then asked me to take photos of the socks, which I did. (although they could've asked me to do it at one action and saved the back and forth email communications which spanned over 2 weeks).

After that, they went silent for 2 weeks and I kept chasing them so I can return the wrongly sent package. They finally got back to me and provided the return label on Dec 13th.

I thought this was the end of the trouble and I can finally relax after dropping the package at UPS.

I WAS WRONG! I checked the tracking status on Jan 3rd and noticed that the package got stuck in Italy for 2 weeks (where the Smartwool team and warehouse are based) and it's about to send it back to the sender.

I emailed their customer service team about this and they assured me everything is okay, the package is still in the process for import.

When I checked the tracking again today (Jan 10th), the package is on the way to return to the sender and an import fee might incur???

It's been 2 months since I bought the items and I truly regretted my decision to buy from Smartwook UK directly. I will never ever buy from them again and I suggest everyone else look for similar merino wool items elsewhere.

For Christmas received a $50 gift card. Ordered $55.26 worth of merchandise on 12/29/21 applying as verified by printed receipt that gift card applied and $5.26 to my credit card. On 12/30/21 a Smartwool charge of $55.26 appeared on my credit card bank statement.
Provided information to live chat. Chat said their record showed gift card applied and $5.26 charged to credit card. Offered to have supervisor review problem but they did not follow through and get back to me. Proceeded to file dispute with Bank.
This kind of experience tends to produce more Amazon customers for those of us who try to buy small and American.

Terrible! The UK site...is run by the Italians!
When calling "Customer services" on the UK site - its an Italian Number! The Rudest "customer Service" ever.
Amy - is so rude - you might think she is one of Berlusconi's party girls.

The warehouse closes at 3pm every day. And for Lunch. Wow - great job.

When you realise the "customer services" in Italy is a joke - you then reach out to the USA Site - who simply copy and paste: " Please contact the EU team!"
When you explain you have done that and you are not getting anywhere ...you get the same copied/pasted message back!

Bought some hats for my kids that they wanted in the Beginning on December. The shipment are now "Delayed" after nearly 3 x weeks.

Kids will not get the hats they wanted for Christmas. We received 0% Help from the "EU Team" or USA Team.

They wot chase the deliver., They wont sent out a replacement. They wont even answer emails.

The only reason we bought direct from Smartwool was to get good service...which did not happen.

DO NOT USE SAMRTWOOL UK, FR, DE etc.
Simply DONT USE ANY Smartwool EU SITES. Its run by Italians who really really do not care at all.
Really disappointed the USA Team did not help either.

In June 2020 I returned an item to Smartwool using their online process. Each month I exchange emails with their very helpful customer service team. Each month they assure me its going through custom and my refund will follow. It’s 6 months now. Still no refund. Apparently the T-shirt will be in Bologna soon.
And pigs might fly..,

1st time I ordered from this company, my package got stolen, I believe (unless it was never delivered). I called them, and they kindly sent out new items to be shipped. A couple weeks go by, and I receive the items. But, they are the complete wrong items. I ordered a hat and gloves and received a different style hat and socks. So I call again, and they agree to send a 3rd package with the correct items, but I have to ship back the wrong items I had received. Fine, I ship those back. They were supposed to ship out the correct items overnight. They shipped on 11/26 and still haven’t gotten here. I’ve called fedex several times and they won’t call me back or give me any info on where my package is. I also called this company’s customer service and although they were nice, they have failed to get back to me like they said they would regarding what I should do, where my stuff is, etc. So I’m out $80 and this is the THIRD attempt at getting my stuff I paid for. I wasn’t going to leave a review but to send the wrong items and then fail to get back to me regarding where my package is, is just not okay. The only reason I’m not giving only 1 star is because customer service was genuinely very kind. I’m sure they’re swamped, but this is ridiculous that after three attempts and over a month, I still don’t have my order and am not receiving the help that was promised.

UPDATE: I finally sent them a long email with proof of purchase and proof that my package hadn’t moved from FedEx in weeks. They finally refunded me, but never responded to this last email. Customer service was kind throughout this process but I can’t say I’ll ever try to buy anything from them again just to avoid potential hassle.

I was an early adopter of smartwool products...and I just feel like they don't quite feel the same. My oldest smartwool shirt was stretchy, warm, and so durable. It's actually perfectly fine still, I just outgrew it. Over the past few years I've picked up a few more shirts/hoodies and they haven't felt quite the same. I can't explain it but even though they say 100% merino they feel more...synthetic, just a tiny bit less comfortable. I recently picked up a 150 hoodie, and within 3 wears (no wash) it developed a tear at the back of the arm-seam.

The customer service was very nice, and got me squared away with a replacement, albeit slowly, they have a great warranty program so you don't have much to lose buying from them.

tldr: the products don't seem quite what they were, but they have an outstanding warranty program, so it's a low-risk buy

Absolutely horrible.

First of all, they are not based in the UK but in Italy, so if you want to return an item, you have to pay a lot of money to even send it through.

I returned an item two months ago and still did not get my refund back. The Customer Service is dreadful (I have dealt with a woman named Marta) and does not reply in time, let alone solve the issue. I keep being told that they are in touch with their Accounting Department to solve whether I can get the money back, but then never get back to me.

I will make sure that I never buy anything from Smartwool again. My worst experience in shopping online, for sure. Absolute shame on you.