Reading other reviews and wondering is it about the same company? ... Everything arrived in time, nicely paked and great quality. My first JW jacket bought 15 years ago and still wearing it with no dr... See more
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If you're going to buy anything Jack buy in store only don't even think about placing an order online .. placed mine 5th January apparently it's on its way not holding my breath though ... Probabl... See more
Ordered two pairs of boots at beginning of January 2021. "UK website" said delivery would be approx 5 days. 3rd February and still waiting - Jack Wolfskin not answering their phone lines and not ans... See more
People take about quality of product, what about peace of mind in buying things and not worrying about delivery with missing items, return, money.. if they (JackWolfskin) are well established in G... See more
1.8
Poor
517 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 21% of negative reviews
Typically replies within 2 weeks
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I placed a first order and returned all…
I placed a first order and returned all items. All were refunded except 1. I have been chasing, emailing, calling customer service. Apparently they sent the money 2 weeks, but nothing received. A nightmare!
I placed a 2nd order and returned it, this time, apparently they did not receive the items...i can t even think how much time and efforts it is going to take to have my money back. ANd yes JW media team i have contacted 100 times your customer service already. VERY POOR. I am trying for one more week and after i will put a claim with my credit card. NEVER AGAIN
17 March 2023
Unprompted review
Reply from Jack Wolfskin
Hello Mr. Cacheux, We are very sorry that things have obviously gone very badly here and we would like to apologise for this. Please give us another chance and send all the information we need to clarify and follow up your case to info@jack-wolfskin.com in the head office in Idstein. JACK WOLFSKIN social media team
Love my shoes
Love my shoes, slow delivery , other then that recommend to everyone
7 February 2023
Unprompted review
Absolutely the wort customer service
Absolutely the wort customer service, quick to take your money after 2 weeks of awaiting delivery, returned item then said they didn't receive it back despite various proof of delivery on there behalf and still no refund as yet
17 February 2023
Unprompted review
Reply from Jack Wolfskin
Please send your order number and the return number to the head office in Idstein to info@jack-wolfskin.com and refer to the contact on TRUST PILOT. Thank you very much! JACK WOLFSKIN Social Media Team
Useless logistics center
Bought a Hydro Grid after Christmas and 2 weeks ago I noticed the sewing opened and looked not good after only about 4 weeks. So I went to the shop, which couldn't replace it as they didn't have it at all. So I asked for a voucher. Ordered actually online in the wolfskin shop straight awayv (saturday).
They dispatched it on a Tuesday and as it turned out the apartment number was missing from the sticker on the parcel so the post couldn't deliver it and had to return it (currently on the way back). I spoke to the post if they can add the apartment number (on Friday) but they said I have to go to Wolfskin. I called Wolfskin and they said they can't do anything. Post returns it now and I have to reorder, and beg for the money back (write an email with my bank details that I don't even want to give them as who knows how the handle sensitive data), as it was paid with the voucher and wait who knows for how long. Furthermore I can waste my time with this, including writing this review.
The whole address was provided so I can't possible know how they screwed that up.
9 February 2023
Unprompted review
Reply from Jack Wolfskin
Hello Andreas, we are very sorry that you are having these problems with your new JACK WOLFSKIN jacket and we would like to apologise. We would be happy to resolve the matter here at our head office in Idstein. Please write to us at info@jack-wolfskin.com and refer to the contact at Trust Pilot. You really don't need to worry about sensitive data. We are a large and well-known company that operates worldwide and has very good data protection guidelines. Thank you and best regards, JACK WOLFSKIN social media team
Placed a recent order within the eu
Places a recent order with this company and found it to be true to size, true to description and delivered within the stated time. I was a little disappointed with the promo discount as it was really only a gimmick (only applied to non discounted goods and can't be used against a bundle of items which include non discounted goods.) that's the reason for the one star being taken away. But I would recommend this company if you are ordering within the EU.
7 February 2023
Unprompted review
Don’t waste your time and money
So disappointed with this company. Products are good but they shouldn’t sell via their website to the Uk. They blame Brexit but UPS can deliver in 1-2 days from Europe. They use parcel force.
I asked for a refund before they had even sent my order and apparently due to a “technical issue” I have to wait until I receive it and send it back!
It’s an absolute joke.
They will hold on to £185 of my money for 3 weeks or more whilst they deliver my item and I’m sure they’ll say it will be 14 days after they receive the package back before they refund me. Customer service is nonexistent.
I will never buy from them and urge anyone considering a purchase to look elsewhere. I just wish I’d read the reviews on here first.
5 February 2023
Unprompted review
Reply from Jack Wolfskin
Hello Ross,
We have found your order from 3.02.23 in our system under the name given. The price also fits.
It is indeed the case that a cancellation is only possible in the first few minutes after an order. The processes in our huge central warehouse in Hamburg are automated in such a way that machines take the goods from a high storage area and they are transported on long conveyor belts and packed and labelled by machine.
Processing our returns is usually a matter of a few days after we receive the returned goods. By the way, you can send returns by post without hesitation as they are not returned to our warehouse in Germany but are processed directly in the UK.
The main problem is actually shipping to the UK. We are no longer able to ship to the UK as quickly as we used to be able to. Our carrier "Kühne & Nagel" is not as fast as "Dachser", which we had before and which stopped shipping to the UK for us because of the Brexit. For this reason, you will find a note on absolutely every product page and also when paying that the delivery time is 10 to 14 working days, which can mean up to three weeks depending on the order date or bank holidays. The strikes in the UK for some time now are making life even harder for us. Unfortunately, we also have no influence on how long it takes for goods to be cleared through UK customs. However, we are currently working intensively on solutions to be able to supply our customers in the UK more quickly again.
In any case, we will try to bring forward your refund so that you can sleep peacefully again.
JACK WOLFSKIN social media team from the headquarters in Idstein
Ordered a jacket on Sunday evening
Ordered a jacket on Sunday evening, received it today (Thusday). It took a total of 4 days, with the jacket coming from Germany, I think it's a good time.
25 January 2023
Unprompted review
Still no Refund!
This Company has received my returned items confirmed by tracker on 13 Jan 23 but to date I have not even received confirmation of receipt at their UK warehouse nor my refund of £78. I had to re-order the items I returned which had been on 25% discount and pay the full price for the correct size due to their sizing chart being inaccurate, otherwise I could have ordered the appropriate size in the first place - they came up very big.
Clearly this company is playing a clever game with customer refunds to make their financials look better - they do not want your returned goods on their inventory so keep you waiting for processing BUT they want to keep your money on their balance sheet beyond a reasonable time after receiving the return, so their assets look better.
Despite the quality of their goods being really good, their treatment of customers is really unacceptable. i am concerned I won't ever get my money refunded.
My advice - order from a UK re-seller. I will not be ordering from Jack wolfskin again
25 January 2023
Unprompted review
Reply from Jack Wolfskin
Hello Susie, Processing our returns is usually a matter of a few days after we receive the returned goods. By the way, you can send returns by post without hesitation as they are not returned to our warehouse in Germany but are processed directly in the UK. Unfortunately, your return fell at a time when stock levels, year-end closures and human factors such as holidays and illness meant that processing took much longer than we would have liked, for which we also apologise. We really don't need to play sophisticated games to make our finances look better as the market leader in outdoor clothing. However, we will make sure that you receive your refund as soon as possible. Could you please be so kind and send us the order number that starts with JWA? You are also welcome to send it by e-mail to info@jack-wolfskin.com and refer to the message here. In this case, please direct your email to "Ines". We will inform her and she will do her best to help you. JACK WOLFSKIN social media team
Returned parcel on 19/12/2022 but still no refund...
I returned my parcel on 19/12/2022 and am still waiting for a return, I have had no confirmation email or communication about this despite the parcel tracker indiciating that the parcel was delivered to the destination on 20/12/2022. I used the return label provided in the original parcel. Finding it difficult to get hold of anybody via customer services to rectify this. It was a lot of money and so a bit stressed / worried about getting this back.
22 January 2023
Unprompted review
Reply from Jack Wolfskin
Hello Alwexandra, You don't have to worry at all. You are welcome to send us an e-mail at info@jack-wolfskin.com with the order number and a copy of the delivery receipt. We will then check the status of the return or refund. JACK WOLFSKIN social media team
First and last time I'll shop here!
First and last time I'll shop at Jack Wolfskin. Order took nearly 3 weeks to arrive with no tracking information provided. I ordered two sizes of a jacket and neither were right, so when they did arrive, I was worried about returning via post given how long it took to arrive with me, so I used the return in store option. I was told the refund would be processed but over 3 weeks later and still no refund (owed over £300!), the customer service keep asking me for details I was never given. Customer service are also impolite.
7 January 2023
Unprompted review
Reply from Jack Wolfskin
Dear Ella,
We sincerely regret that not everything with your order and return went as you and we would have wished and sincerely apologise for any inconvenience caused.
Unfortunately, since Brexit, we are no longer able to deliver to the UK as quickly as we used to be able in the past. For this reason, you will find a note on absolutely every product page and also when paying that the delivery time is 10 to 14 working days, which can mean up to three weeks depending on the order date or public holidays. Unfortunately, strikes in the UK have made life even more difficult for us for some time now. Unfortunately, we also have no influence on how long it takes to clear the goods through British customs. However, we are currently working intensively on finding solutions to be able to supply our customers in the UK more quickly again.
The processing of our returns is usually a matter of a few days after we receive the returned goods. By the way, you can send returns by post without hesitation - even though we can fully understand your concerns - as they are not sent back to our warehouse in Germany, but are instead being processed directly in the UK. Unfortunately, your return at the end of the year fell exactly into a phase in which, due to inventory, year-end closings and human factors such as holidays and illnesses, the processing took much longer than also wanted by us, and we would like to also sincerely apologise for this.
However, we will make sure that you receive your refund as quickly as possible. Could you please be so kind as to send us the order number beginning with JWA? You are very welcome to email this to info@jack-wolfskin.com and refer to the communication here if you prefer. In this case, please address your e-mail to "Christine". We will inform her and she will do her best to help you.
Kind regards
Your JACK WOLFSKIN consumer service team
I ordered a jacket
I ordered a jacket. It arrived in 3 days in the Nederlands. The jacket was very nice. So compliments.
30 December 2022
Unprompted review
FIRST AND LAST PURCHASE EXPERIENCE
I ordered three pants which are sized very small. The tag states they are XXL but at best are medium. When I called customer service to inquire about returns, I was referred to a message answering machine which said it was full and then hung up. Cruddy service and non-existent help. This was my first AND LAST purchase!
8 December 2022
Unprompted review
Reply from Jack Wolfskin
Hello Susan, Please contact us via info@jack-wolfskin.com, include the order number and please refer to the contact on Trustpilot. We would like to look into this case. Thank you very much! JACK WOLFSKIN social media team
STAY AWAY from this brand!!!!!
STAY AWAY from this brand!!!!!! Thinking they were providing good quality jackets I bought two 3 in 1 jacket (black and brown) - That was very big mistake. I can still use the polar vest of the jacket but the jacket lining itself is disintegrating in awful manner. I think many folks had the same experience. When I called the customer service the person I got on the phone, directly understood and know what I was talking about and told me that you have a team focusing on that. She gave me an e-mail adress, asking me to send pictures - which I did. But they just have a standard e-mail....... and try to put the fault on the customer. I basically bought two polar vests. The only thing I regret is that I advised few friends to buy the same stuffs and I know they will experience the same disappointment. Question: Why would they have a service dedicated two such problem if they claims this is normal and that they provide two years warranty ???Two 3 in one jackets not used intensively in the trash. Anyway, it's not about money, but they should be fair. Business can be done with ethics!They deserve lawsuits and not the one star rate!
2 December 2022
Unprompted review
Reply from Jack Wolfskin
Hello Mamadoe , If we didn't offer good quality jackets, we wouldn't have been able to stay in the outdoor market for 40 years. We have even been the market leader for many years.
A quick side note: we don't have a service for defective membranes. We have a customer service for all complaints and repairs, which we of course also offer.
Basically, our jackets have either a microporous coating, which is applied in liquid form to the back of the outer fabric, or a posenless membrane, which is applied by heat or glue. Both methods have a very long shelf life if well cared for. An essential point of good care is regular washing with a detergent suitable for this purpose, so that the membrane is freed from dust, sweat and cosmetic residues and thus remains supple.
Please remember that outdoor clothing, footwear and equipment are consumer goods. Although JACK WOLFSKIN products are high quality and designed to last, they are subject to constant natural wear and tear from day one through use, care, transport, storage and environmental influences. If a garment with a waterproof PU membrane has not been used much and therefore still looks as good as new, the membrane is nevertheless subject to an ageing process from the very beginning.
Unfortunately, many customers think that they are doing their waterproof jacket some good by washing it as little as possible. This behaviour accelerates the ageing process, as sweat, residues from care products and fine dust additionally stress and damage the membrane. Regular washing, however, with a mild detergent or a special detergent for outdoor clothing (!), keeps the membrane supple and maintains its breathability. A fairly good parallel is the car tyre. If you buy a new car tyre, never or rarely use it, but leave it in the garage for seven years, it will still look like new after several years.However, you would be strongly advised not to use it, because the material ages even without use.
Our guarantee corresponds to the legal guarantee, i.e. 24 months from the date of purchase, verifiable by a suitable receipt (sales slip), The guarantee covers material and processing defects. Normal wear and tear or possible damage due to improper handling are excluded. JACK WOLFSKIN is also very accommodating beyond the expiry of the warranty and, in the interests of its customers and in the spirit of sustainability, attaches great importance to quality and also invests a lot of time, effort and money in this area. For the same reason and because customer satisfaction is important to us, we handle complaints very accommodatingly, even after the legal warranty period. You have already been in contact with our customer service and we assume that they have responded in accordance with the guidelines. Your JACK WOLFSKiN social media team
Gecko fleece jumper men
Greetings!
I bought a Gecko fleece jumper Ebony and seen after receiving the product a different shade between top and bottom. This is because your manufacturing company was cutting the material on both ways and not keeping only one cutting direction - this is the mainly problem when you cut fleece material.
Even the product was not bought from your site, it's disappointing for me to see that Jack Wolfskin brand can have this kind of quality problem and not to market the product if it does not correspond in terms of quality.
18 November 2022
Unprompted review
Reply from Jack Wolfskin
Hello MCC,
We are sorry that you are having these problems with your new GECKO and we apologise for this. In any case, you should complain about the jumper to the retailer where you bought it. He is your legal contractual partner and must take care of the complaint. They will also tell you what your options are. JACK WOLFSKIN social media team
Arrived as ordered. Well packaged
On the contrary to many of the negative reviews here I received the ordered items quickly and well packaged. Therefore thus far I can't complain.
24 October 2022
Unprompted review
Reply from Jack Wolfskin
Hi Andrius,
That's how we usually work and that's how we want it to be for our customers. But unfortunately, clients write feedback much less often when everything has been successful than in cases where something goes wrong. We are therefore all the more pleased about your feedback and hope you will enjoy your JACK WOLFSKIN products.
Your JACK WOLFSKIN cosnumer service team
Woolfskin Do Not Standby their products
Purchaced a jacket appro 10years ago. It was an expensive jacket and I was buying what I thought was a high end product from a quality manufacturer. How wrong was I! The jacket has had little use but the lining has broken down. It has turned like dust and just leaves a mess over my cloths. I have contacted them and they have intimated that its 10 years old and to be expected. A realy poor show....Dont buy wolfskin products.
26 October 2022
Unprompted review
Reply from Jack Wolfskin
Hello Julian,
We are very sorry that you are having problems with one of our jackets. Even if we obviously can't know in your case, the most common problem in these cases is that customers hardly ever wash their jackets in order to protect the material. Unfortunately, the opposite is the case: sweat, dust, cosmetics, etc. settle in the membrane over the years and decades and at some point it becomes brittle and breaks. However, we would be happy to see if there is anything we can do for you. Please be so kind and send us an e-mail to service@jack-wolfskin.com and be sure to refer to your review here. We will then get back to you as soon as possible.
Your JACK WOLFSKIN consumer service team
No lifetime warranty!!!!!!!!!
I have a pack that I’ve had for many years however have only used it maybe 3 times. Anyway I contacted the about the inside of the pack delaminating thinking it would be covered under the lifetime warranty. That’s where I was wrong. I was told it was to old and out of the “two year lifetime warranty “. So is it lifetime or two years? I will say the lady I talked to was very nice but come on. I would highly recommend you go to a company that stands behind their products and customers like osprey, north face, mountainsmith to name a few.
20 October 2022
Unprompted review
Reply from Jack Wolfskin
Hi Mitchell,
We are very sorry that you are obviously having problems with one of our backpacks. It is correct that we do not offer a lifetime warranty, but rather the legal warranty of two years on all of our products. But even beyond that, we will always try to help if any problems should arise. After all, the satisfaction of our customers is our highest goal.
If a fault occurs with a backpack, as described by you, i.e. the coating on the inside coming off, the backpacks are usually about ten years old or older. Of course, we can't say whether this applies in your case without having actually seen the backpack.
Please feel free to send us an email to service@jack-wolfskin.com, in which you refer to your review here and send a picture of the label with the item number. It is a small label inside your backpack with only two rows of numbers and letters, including the letters "EB". We will then be happy to see if we can help or accommodate you in any way.
Kind regards
Your JACK WOLFSKIN cosnumer service team
TERRIBLE EXPERIENCE, AVOID!
Ordered from them, waited ONE MONTH for delivery only to be sent an email that said their entire shipment that day had been lost in transit!!
Now the item I ordered is sold out everywhere else and I cannot get it.
UNACCEPTABLE SERVICE FROM A BIG COMPANY LIKE THIS, READ THE OTHER REVIEWS, WHY ADVERTISE ON THE WEB IF YOU CONSTANTLY LET YOUR CUSTOMERS DOWN??
I will never order from them again!
8 October 2022
Unprompted review
Reply from Jack Wolfskin
Dear Ollie,
We understand very well how disappointed and angry you are, but sometimes things happen over which we unfortunately have no control. Your order was packed promptly and shipped on time. After that, unfortunately, it is out of our hands. Furthermore, we only became aware of this after several English customers complained about it. We then refunded everything and had hoped that we could apologise with the 20% voucher on your next order, we sent you on Friday.
However, in addition to that we would be happy to check if we can help you in any other way. Please be so kind as to send us an email at info@jack-wolfskin.com and be sure to refer to your review here. Please send us your order number (it starts with JWA) in this email. We will then be happy to see if we can find the desired item for you elsewhere, to be send to your address.
We would be glad to hear from you.
Your JACK WOLFSKIN consumer service team
Jacket never arrived, customer service is disappointment. Not recommended
I purchased a jacket from the official website and the jacket never arrived.
Then I contacted through their customer service which consist of bunch of people who don't know how to read. Only thing they did was to reply via auto scripts
1 September 2022
Unprompted review
Reply from Jack Wolfskin
Dear İlker Ünal ilkrunl,
We are truly sorry that your order does not seem to have arrived. We can assure you that it left our warehouse in good time. We will of course look into exactly what happened to your order, but we will need more information in order to be able to do so. We will therefore get back to you by email later today.
Your JACK WOLFSKIN consumer service team
Zero Customer Service
The products are decent - I have owned many over the years.
But the service from their official webshop is absolutely disgraceful.
Ordered a jacket on sale on 8th September... the sale ends, jacket not delivered.. so I enquired via email 14th December to be told "Your parcel will leave our warehouse shortly. As soon as the order is shipped, you will receive a shipping confirmation by e-mail".
Six days later (20th December) they cancelled the order (with no reason given) - and no alternative offer made.
Nobody picks ups the phone at the listed customer service number, while their Twitter account cannot be messaged despite claiming that "Official customer service helpcenter of JACK WOLFSKIN in English and German. Here for you from 08:00 - 17:00 Monday to Friday."
So, now time to purchase a full priced item elsewhere, from a reputable brand as Jack Wolfskin clearly give zero hoots about their customers.
20 September 2022
Unprompted review
Reply from Jack Wolfskin
Dear LP,
We are terribly sorry that everything seems to have gone wrong with your order. This is certainly the opposite of what we want, for for our customers and for ourselves. We would like to sincerely apologise to you.
Please be so kind as to send an email to info@jack-wolfskin.com and make sure to refer to your review here. If you let us know your name and the order number beginning with JWA, we will be happy to look into your case and get back to you as quickly as possible. Due to the weekend this will however nt be possible before Monday. We would be happy to try and help and accommodate you in some way.
Your JACK WOLFSKIN consumer service team
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