Smartwool Reviews

Got a pair of socks that looked stretched out and worn when they arrived. Took over a week just to get a response from customer service. When they finally replied, they said the socks weren't defective even though I sent pictures, and charged me to send them back. Terrible quality and terrible service. Don't shop here.

This website is a mess. Try calling and you get some random person who sounds like they're calling from their kitchen, definitely not someone you'd trust with your credit card info. Tried chat and they said nobody could assist. Tried email and they just told me to call the same number I already called. The whole company has terrible customer service and nobody takes responsibility. Honestly, forget Smartwool. Going to shop elsewhere for wool socks.

The return process is awful and clearly designed to make things difficult. Plus you have to pay for return shipping yourself.

The customer service here is absolutely terrible. My order never even showed up. Don't recommend buying from them online. Ordered socks and after 10 business days had no updates and no tracking number. Turns out they hadn't even shipped from the warehouse yet. Unbelievable. On top of that, Smartwool ignored all my support emails. The phone calls were frustrating and useless. Is this really the level of service they provide?

Got socks from their Canadian site. One pair showed up with a hole in the heel and looked like it had already been worn and returned before. Asked for a replacement and they said that style wasn't in stock. They told me I could either keep the broken socks and patch them myself with just 30% off, or cut the socks in half, send photos proving I cut them, and then they'd give me a full refund. They didn't offer any normal solution like a prepaid return label with no hassle. The return process is terrible and the service is unacceptable. Won't be buying from them again.

I bought a Smartwool vest and after wearing it just a handful of times it already looks terrible. The wool started pilling up everywhere and turned into this matted mess. The whole thing makes me feel uncomfortable wearing it. This was my first purchase from them and will definitely be my last. If you want actual quality wool clothing, go with Filson instead. I've had a Filson wool vest for 4 years and it still looks perfect. Skip Smartwool completely.

We bought some items and the top my wife received looked like it had been crushed in a truck. The box was all dented in and the top had stains and hair all over it. The outer box looked fine, so it arrived damaged like this. We got no apology. Instead they questioned us repeatedly through emails about what happened, implying we were the ones who damaged it. Eventually the whole ordeal was too stressful and we just gave up trying to return it. That top is a reminder to never buy from this company again.

Wish I'd seen these other reviews before I placed my order. Their return shipping fees are expensive since they operate out of Europe.

Customer service has really gone downhill. There's no consistency, responses are nonexistent, and nobody follows up. I've been a loyal customer for years but I'm done now. They keep saying someone will reach out but it never happens.

Smartwool's customer service was a nightmare from start to finish. I had an incredibly frustrating experience dealing with them. Every time I emailed, I got a different person responding, which meant constantly repeating myself and never getting consistent help. My questions went ignored and nothing got resolved. Plus, the whole situation was their fault to begin with. They shipped me the wrong item, and when I reached out to figure out what I could do about it, they were completely unhelpful.