ILSE JACOBSEN HORNBÆK Reviews 446

I have 2 pairs of Ilse Jacobsen Tulip shoes. Both pairs are squeaky when I walk. What should I do to eliminate? The sound is very annoying.

Not only are the products from this Company absolutely top quality, The Customer Service I received from them was second to none, I was so impressed by their professionalism and help in returning my goods. Thank you Camilla and team. I look forward to purchasing more items from you.
Susan

I am still waiting for my jacket 19 days ago (I paid over £200 plus £18 delivery fee) Still No delivery. I received "a" tracking number; however the delivery company did not receive the item.
This is the last time I order from this company. I will definitely not recommend and avoid at any cost.
Very bad service....Who know when it will end. Will I ever receive my jacket or offer any refund???
Let's see.

Bought a rain poncho and some boots recently. Items arrived quickly but were way too big (i had used the size guide on the website but it seemed to be way off for the items I bought. The boots had a tag saying size 36 but said 38 on the sole - they were definitely closer to a 38 though. So both items had to be returned. The returns process is so so complicated. But i printed my label, arranged courier collection and paid the substantial courier fee.
Then the fun began - courier cannot deliver to a PO Box, need an actual address.
I contact IJ who give me new label but tell me must use UPS as courier (this is not made clear on the website) and that new label cannot be used for the courier company I have used. Initally told issues with returns due to Brexit but I am in Ireland so Brexit should not be a factor.
They now suggest I take items back from courier and re-send via UPS.
While the customer service rep was pleasant (via email) i'm afraid that I won't be shopping with IJ again because of the very complicated and expensive returns process.

For anyone from IJ who is reading - please simplify your returns process or make it clear that the only company that your labels can be used with is UPS.
I have recently shopped with a UK clothing company and the returns process couldn't be simpler - perhaps you could model your returns process on theirs.

Brilliant customer service after my boots cracked. I was disappointed that my rainboots cracked on the knuckle of my foot, but customer service very quickly got back to me, refunded my order and gave me a discount on a new pair. Thank you!

I bought a raincoat in April and unfortunately it didn’t fit my body right. I loved the fabric, the style and the quality was absolutely beautiful. I had a bit of difficulty returning which was of no fault of the company but there were problems with customs, however, Anne and her team kept in touch all the way through with me on this matter and we’re extremely helpful and patient. I have never met such a dedicated company with such brilliant customer service as this company gives. I am most impressed and grateful to Anne and her team for getting everything sorted for me. They went above and beyond, so thank you!

I purchased a raincoat in the sale and its delivery sadly got caught up in Brexit issues. After a few emails between myself and customer services, Anne Katrine personally organised to have the coat sent by Fedex to me, for which I was extremely grateful. The team responded to my enquiries quickly and efficiently and kept me in touch with the state of play. I have had an Ilse Jacobsen coat for many years and wanted to update it; they are stylish and practical and I always enjoy wearing them. Thank you Anne Katrine.

Great service! I bought a rain jacket, sneakers and a bag in their pretty new Light Green color - perfect for Spring! 💕 all of them🌿

The customer service team were very patient in trying to process my refund, despite me not helping by offering incorrect details. They didn't give up and everything went through ok in the end.

I received my Ilse Jacobsen order today and I’m absolutely delighted with my sandals and handbag strap - both stylish and beautifully made!

After experiencing an initial sticky situation with delivery of my order, compounded by Brexit bureaucracy, I emailed Customer Services and Camilla responded immediately and was extremely helpful in making sure my order arrived safely and promptly.

I will definitely order again!

I had similar experience as many on here. Ordered lace up runner boots on 22 December 2020 and they have never arrived to me despite numerous email and it’s now March 2021! I got a couple of emails saying they are in there way but nothing and I have now put in a complaint letter that I want to cancel the order and be refunded the £140 spent - still no answer from them! What’s the problem with this company?!!!!!

Fantastic experience during my latest purchase Professional customer service agent, Camilla, clear and speedy in communication helped out in a very professional way. I’ll definitely return. Thank you.

This feels so sad. I've been a brand ambassador for Ilse Jacobsen for years. Love the quality of the products. However, shopping online is a joke.
Here's what's dysfunctional:
1. Ilse Jacobsen changed from free return from the UK to you having to pay yourself - without telling me, although I had recently made an online purchase from the UK, so of course, I was assuming this was still the case
2. the return address - there was a different one on the website and on the order paper - I had to call Denmark to ask which one was correct - RETURN COST FROM LONDON FOR RAIN BOOTS AND PANTS - £ 40
3. the package got lost - I NEVER GOT ANY REFUND
4. the customer 'service' person has no idea what this word even means. I've called 4 times. Emailed 3 times.
No responsibility whatsoever.
TOTAL LOSS: £ 167
I'm really saddened by this. A brand with such high quality. And no way to buy their products. Something must have happened down the line with the company. I'm sure Ilse would be horrified if she was in charge.

I had a problem with the purchase but after several emails the problem has been solved and now i have my jacket. They are very friendly and answered all my questions. Good service. I will buy again!! And the jacket is perfect!!

I am thrilled with my recent purchases the colours are so vibrant and the quality of the clothes are excellent. I would highly recommend purchasing from Ilse Jacobsen.

Have made some orders for Ilse Jacobsen as they have a fantastic sale. Chose to send back two items via bring. Did not receive a bring receipt. So I wrote to Ilse's customer service. After a friendly email conversation, they were able to confirm that the return was received and my money can now be seen on the card I paid with. Will definitely buy from them again soon

ABSOLUTE SHAMBLES! AVIOD!!
Bought a jacket for my partner for Christmas but it unfortunately didn’t fit. I returned the parcel to Sweden at my expense on the 30/12/20 and arrived in Sweden on 05/01/21 it was then held by Postnord in Swedish customs as there is an import fee to pay. After emails and spending 20 minutes on the phone to Postnord to see if I could pay this myself I was told all the information has been sent to Ilse Jacobsen and that “they have to pay it” I’ve contacted Ilse Jacobsen numerous times and they refuse to help, I’ve even offered to reimburse Ilse Jacobsen for the customs fee or deduct from a refund but they won’t do it. Now I’m out of pocket for £210 jacket, plus expensive postage fees and international phone calls. Please aviod!!!

I ordered some wellingtons in the middle of December. I cannot get any feedback around shipping or expected delivery dates. All they send is a generic email saying how busy they are. We are in February now and I have had to buy a pair if wellies so I can walk the dog in the fields.

DON'T BUY FROM THIS COMPANY. I will never, ever, ever buy from them again. I returned a jacket by tracked delivery on the 15th December 2020, at significant cost. The first delivery attempt failed and it was confirmed as being received on the 30th December. Despite sending endless emails and trying to speak to someone on the phone - it appears they never actually answer the phone - a month later I'm still waiting for my £210 refund. They've confirmed that the warehouse has received the return, but the warehouse has not had time to 'check' the return.

Since posting this review, I spoke to a very helpful customer services rep, Susanne, who has sorted out the refund for me. It's just such a shame it was such a long and frustrating journey to arrive there.

I have had similar poor experience as previous reviewers! I placed an order for 2 pairs of boots & paid the overpriced £18! Shipping fee. 3 weeks on, I have chased my order & get NO response. So currently NO boots! If you don’t respond to emails you should not be running a customer based service company! Please send my order or provide an update. The boots are still showing in stock! Very dissatisfied.