I bought a jacket/rain coat last summer and after the third time I wore it, the zipper does not work anymore.
I contacted both the shop and the customer service and the answer I got was "I'm sorry to hear your zipper has given up. Unfortunately we are not able to handle you coat as a claim, since it is bought on stockholding at Roskilde and there are no warranty at those items, which is signposted at the stand."
I am shocked to get to know that this is the way the company treats its brand and image!!!
In my eyes it sounds like an absolutely irresponsible, inconsiderate and inconsequential way of handling customers and claims. Again, I am shocked!!
I bought a product which was new and functioning at the purchase date. I wore it 3 times, it suddenly does not work anymore and Ilse Jacobsen simply does not care.
I did not notice any special sign about special conditions at Roskilde, but would guess such a brand had better quality and, should something go wrong, niche better post-sales procedures as well.
Unfortunately Ilse Jacbsen has proven me wrong in both my assumptions and I even start to wonder if I was just been lucky with two previous jackets and a pair of boots I had before, all which last for many years.
Well, if the company does not care about its image and brand, why should I???
I will spend kr. 100-200 to have the zipper fixed and the same amount of minutes to vent out about my bad experience with friends, family and online network.
As a result, the zipper may not be perfectly fixed by a random tailor and I will get even more dissatisfied and will keep on spreading the bad word-of-mouth.
As final a consequence, I get kr. 100-200 poorer and the company that does not care about its brand, image and customers will also risk getting a bit poorer, but its losses may be much bigger than what it had cost it to fix the zipper and convert a dissatisfied customer into a loyal one. And if course, I will never try my luck with Ilse Jacobsen's products anymore.
Review by Keesa3 months ago
I am so glad I came across this company when looking for good-looking rain gear. The adobe rose raincoat and matching wellies cheer me up no end on the dreariest of days. And the quality is so great, I have decided to get another pair of wellies in navy to go with existing raincoats.
Louise from customer service was great, helping me sort out sizing issues and lending general support, I cannot praise her enough !
Review by SonyaH6 months ago
Had a complaint about a coat from Ilse Jacobsen. Something was wrong with the zipper. The complain through customer service, Denmark were more than I expected. Super quick reply from customer service. They arranged for my coat to be shipped back to the headquarter and after a day or two Ilse Jacobsen offered to replace the coat to a coat of my own choice. No big argument for the zipper issue to be solved, Best customer service I have had in a long time and everything was done in a good tone and with a smile.
Review by Annakbees8 months ago
I ordered another pair of my favorite flip flops on Monday Evening and they arrived in the UK from Denmark on Thursday Morning.
Unfortunately, the first time I wore them I discovered a problem, a quick email later and Louise on customer service had resolved the problem and a new pair were shipped.
This was way beyond my expectations and I would not hesitate to shop with them again. In future though, it will always be directly, no 3rd party for me.
Amazing service, amazing product, amazing staff. If I could give you 10*’s I wouldn’t hesitate.
Review by Dimitrovska11 months ago
I have been emailing back and forth with the amazing customer service staff... actually, I am so lucky as Anne, the manager has actually been answering me personally on all my questions and product questions... she has even found the products I wanted by sourcing them in the warehouse as the website said they were sold out and she double checked... Very cool indeed! And of course Ilse Jacoben's stuff it beyond stylish and well made!
Ilse Jacobsen is rated 4.0 based on
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