JACK WOLFSKIN Reviews

I ordered 2 weeks ago knowing it was a 3 week delivery. Now I have an email citing further delays due to the same issue! Amazon EU, North Face and Alpine Trek can deliver in a week from the EU, so partly blaming Brexit is complete nonsense. They haven't even shipped the item yet but have taken my money. AVOID.

Ordered a Jacket from there website on the 2nd February and still have not received it.
They won’t refund as the say refuse delivery and when we receive it back we will refund you. Now going through the credit card company for a refund. If they can’t supply in the UK then don’t sell in the UK. Jackets good but they are full of excuses regards delivery blaming Brexit they have only had 6 years to prepare for it. Will never buy from the online store again.

If i could give less than one star, then i would have.
Utter diabolical service from this company. Money taken from my account without the product actually being placed - all £395.55. I have now sent 4 emails, none of which have been replied to - the only way of assistance was via facebook. Mr. Richard Collier, just read the comments about your company, these date back over a year and people do not tend to bother with these things but when you have received such a diabolical service, people with do anything to let other buying customers know - wake up and shake up!

I ordered two pairs of shoes in mid January and kept receiving emails to say they were stuck in port somewhere. Then received an email with a tracking number with parcel force. It remained blank for over a week with no info. Then on Friday 25th February one pair of boots turned up! The delivery status says both pairs so goodness knows where the others are! I need to return these as to be honest I didn’t like them. Now reading other reviews it looks like I’m going to have difficulty getting a refund!! Honestly such poor service. You can’t phone anyone as says lines aren’t working. When you email you get an automated message saying they have been inundated with queries! Do not buy from them! Such a reputable company but something behind the scenes has gone seriously wrong! Wouldn’t be surprised if they suddenly stopped trading!

Awful customer service and delivery times.
I’ve been a customer for 20 years but will never buy again!
Ordered a new jacket and was advised a 2 week delivery due to covid and changes in the factory shipping department.
After 3 weeks they refused to cancel my order and sent the same excuse.
Went through PayPal disputes and got a full refund.
Items arrived 5 weeks later….sent straight back!
Waste of time, do not bother with them.

This is simply the worst online shopping experience I had in my entire life. I ordered two jackets from their website and it took 50 days, yes 50 days to arrive. I returned one of the jackets 25 days ago and asked for a refund. Nothing so far! They received the jacket but they have not refunded a penny ever since.
I sent a follow-up email and they asked me to wait because they are busy.
[edit] The amount is refunded.

I so wish I’d read these reviews before ordering. A couple of days ago I attempted to order a couple of jackets from Jack Wolfskin online. At point of sale their website crashed telling me to use another payment method (I had tried PayPal payment in 3) so I tried again paying the full amount via PayPal. Same thing happened. For reasons known only to me and trust me I am kicking myself I tried a third time using by debit card. Same thing “an error has occurred.”
When I looked at my online banking they have taken £540 from my account without even having an order number. I have tried calling them and a representative asked me to email evidence of money being taken by JW and gave me the UK email address. That doesn’t even work. I get a failure to deliver message. Sending it to the .com address gets an acknowledgment but nothing else.
What a dreadful, dreadful company. I certainly will not be using this company again and I am still no closer to getting my £540 back for 3 orders that in their eyes don’t even exist.

Seem to have the same problem as everyone else. I have ordered a jacket on the 9th January 2022 and still waiting for it to be delivered. Now weeks later I can buy the same jacket for £65 cheaper. Very disappointed with the service.

Never ending delivery

ordered in the 15/01/2022 for someone's birthday still not arrived. They blamed brexit but i ordered something from China same date arrived 30/01/2022. Avoid Jack Wolfskin go to North Face better customer service.

Ordered online on the 14-January-2022, still waiting for delivery as of now. They blamed UK custom in their notification email and refused to cancel the order and refund. Such a shame for a global business, and where is the German efficiency?

I am experiencing the same problems as everyone else. Spent so much time trying to get hold of them. Only to be cut off after 30 mins waiting. Now you can’t even get on the line as we’re told they are not taking calls. I ordered a winter coat a lot of money. It will probably be spring before I get it. As said very quick to take the money. Surely they should not be trading to the uk at all. ☹️

Confirmed they received my order on 05.01.2022 with caveat saying the "Due to Brexit, it unfortunately still takes approx. 2 weeks for deliveries to reach you". Still waiting!!! Would not have ordered if known the truth.
A generic email saying you are experiencing problems does not fill me with any confidence in either the brand or the organisation.

Ordered 3 items mid January and they still haven’t arrived, keep getting emails saying they are stuck in their warehouse, they blame customs clearance but never mentioned anything on their website and they took the money straight away. If they can’t ship internationally maybe they should stop doing it


Dear customer,

You placed an order in our online shop some time ago and are still waiting for it. First of all, we would like to sincerely apologise for this. It is now important for us to inform you comprehensively about the reasons and, above all, about what will happen next.

For some time now, your goods have been packed on large pallets and shrink-wrapped with many other orders in our logistics department, just waiting to be dispatched and delivered. Unfortunately, this is still prevented by considerable problems and delays in the customs clearance process, and we do not yet know exactly when these will be resolved.

In addition, due to the advanced processing status, it is unfortunately no longer possible for us to cancel your order, even though we could of course absolutely understand if this were your wish due to the long waiting time. Your order will arrive in any case. If you no longer want the goods, we can only offer to refuse acceptance upon delivery of your parcel. Alternatively, you can of course accept the goods, take a look at them and, if necessary, still return them to us free of shipping costs using the enclosed returns label.

We kindly ask for your understanding that we will not answer any questions you may have sent so far regarding your order, as we hope to have answered all your questions with this message. However, should you still have questions, please contact us again by replying to this e-mail.

We are aware that our British customers are the ones who suffer the most from these circumstances and nobody regrets this more than ourselves. We cannot apologise enough to you and would be very happy to make up for this experience in the future.

Kind regards

Ordered item on 9 Jan 2022. Received order confirmation by email and the money was taken from my account.

On the website it clearly stated delivery would take 2 weeks due to system updates - no big deal. Email confirmation referenced delays due to Brexit and linked to a strange piece of literature explaining how:

“customer satisfaction is a top priority” and “Due to the short-term Brexit trade agreement between the UK and the European Union, new customs procedures had to be implemented, our software systems could not be changed in time given the short notice, and British customs and logistics service providers were faced with high demands and challenges. This led and still leads to difficulties in in the
logistic chains and massive delays in delivery in the UK. As soon as delays were foreseeable, we immediately
tried to find solutions for our customers in the UK and communicated the topic transparently on our website
and via personal emails.”

I waited the two weeks and then received an extensive email confirming the delays were ongoing. It included: “Although we could understand if this was your wish, unfortunately it is not possible at this point to cancel orders as the goods are
not only already packed and on their way,
but have also already been declared to
customs.” And: “However, we would like
to assure you that your parcel is not lost but
will reach you and that you do not have to
worry about money already paid or even
fear fraud.”

I was relieved to hear my order was put aside and on it’s way to me, and not too concerned about the customs delays. As an online business owner myself, I understand how customs can be difficult at times.

8 Feb I received another email stating much the same.

10 Feb I received an email stating my order had been cancelled for one of the following reasons:

• There was an exceptionally high demand for the item(s) which you ordered and they are now out of stock. Hence, we will not be able to deliver your order and have therefore had to cancel it.
• We were unable to verify the delivery and/or billing details.
• You cancelled the order.

None of these make sense as:

1. I was reassured my order was set aside so how could it be out of stock? It is still available on the website.
2. Billing details were verified as money was collected (9 Jan). There was no contact attempt about potential issues with a delivery address.
3. I did not cancel the order and in fact had been informed cancellation was not possible.

Avoid.

As for many other customers, I made 2 orders beg of Jan 2022 and never received them.
Customers Service keeps saying that they cannot cancel the order but they don't do anything to help.
I raised a claim to PayPal.