Jack Wolfskin Reviews

Jack Wolfskin don't appear to have any customer service. They don't reply to my emails and 'Live chat' is always unavailable. I ordered a rucksack two weeks ago and have heard nothing since. Very poor/non existent customer service and still no rucksack or information.

I did not realise that Jack Wolfskin stores in the UK are franchised, their customer service is appalling. I returned an item to a store that was bought online and received a stamped receipt to confirm it was in their hands. 2 weeks later I have heard nothing so I contact the store again, receive a rude and abrupt response telling me that it has been sent, but once again I heard nothing more. I did a live web chat where the agent was condescending asking me why didn't I just return the item myself, why take it to a store ... because you offer that!!

The language and tone is totally unacceptable, having bought some items over the years I will no longer be a customer. I was told to remain calm and patient - without being told how long I might have wait for a response, more like, we'll get to it when we can be bothered because you lost the item and we've done everything we can.

If you'd like to be treated like a thief and get accused of things then shop at Jack Wolfskin, but they don't deserve any business as they don't know how to deal with customers.

Best service ever! I brought my coat whilst on holiday in Wurzburg (Germany) the gentleman who helped us was polite and spoke excellent English and he treated us like a local.
My friend introduced me to the brand and I am impressed by the service and quality of the products. Thank you.

I had an amazing experience with their customer service that led me to writing this review. I lost the chest strap from my bag and emailed customer services who sent out a replacement immediately without question or cost. Really impressed! This kind of after sales care isn't so easy to come by these days. I'll be recommending to friends and buying again. The bag has been great too :)

Walking shoes now 12 months old and been used for what they are allegedly designed for.
Heels wearing through and not the slightest waterproof as advertised.
Would not use again.

I bought walking shoes from Jack Wolfskin and the quality was appalling ! In the middle of nowhere while hiking, the soles of both shoes detached from the shoes, and I ended up in the mountains, with the bottom of my shoes which had fallen off ! I had to continue on my socks, on a rocky path! The foam between the shoes and the shoe soles was desintegrating! Those shoes are dangerous ! Never buy hiking shoes from Jack Wolfskin !

Their outdoor apparel is first class, many times is even better than The North Face and Berghaus. I have jackets for 15 years and they still look brand new without many signs of wear and tear (if you wash them properly in stuff like Nikwax). Shoes are always firs class - comfortable and durable.

Bought my grandson a rucksack from Ambleside 5 weeks ago ( even took a photo of myself standing in the shop holding the new rucksack to show my grandson what I was buying him) on first use the stitching on one of the straps broke and my daughter tried to exchange it but I have the receipt and I am in Italy so the man who owns the shop refused to exchange this faulty item with a replacement. It is a Jack Wolfskin Brand.
The rucksack looks like new because only used once.

Purchased the shoes online as I didn't find that model in the shops in Belgium. Very fast delivery, good quality and comfortable shoes for hiking in mid range.

Amazing product and price! Super fast delivery, Highly recommend AAA+++++

Whilst on our honeymoon in Austria we purchased a jacket and salopettes from Jack Wolfskin.

After a couple of days my wife started to notice that she was wet through at the end of the day. As she was learning we didn't know if this was a combination of snow getting in from falling and sweat.

By day 4 or 5 it was apparent that both the jacket and trousers were not waterproof, despite being advertised as waterproof or advised by the store assistant that they would be suitable for skiing.

We were told by the store that we must return them to the UK customer service department and then by the UK store that we must return them to Austria.

8 weeks later and we have now been told that we will be refunded for the jacket but not the salopettes as they were not intended to be waterproof - despite what the store assistant told us.

Awful customer service experience that has put us both off the brand for the rest of our lives. I wouldn't recommend the quality or the product.

Fairly decent to be fair. Quality is nice!

We bought 4 Jack Wolfskin hardshell coats. Male and female. ALL had the same problem: the zipper.
Now I am in Sweden at minus 32 degrees and again my zipper fails me.
LETS ME DOWN when I need it most.
Will definately look for another brand now.

Over a month to refund a return and only had it by claiming through PayPal, every time a different excuse. Glad I had the return receipt and tracked the delivery. It showed received and signed but they said it wasn’t received. Won’t buy again from them.

Have received a lovely pair of Thunderbay Texapore Boots. Took the advice and ordered half a size larger. Definitely the right thing to do. Well made and finished. Ordered direct from the Wolfskin website, here in three days. Excellent packaging and super speedy delivery. A company I continue to use and recommend. I have been a Wolfy fan for over 15 years since first spotting them in a shop in Grasmere. It was a small shop but Leslie, manager at the time, had a wealth of knowledge on the products and ranges.

Amazing a brand this big can exist in this day and age. I waited in all day for a delivery, which was not delivered.
Called the customer service team several times and was met by rude and inept service. No apology.

Had to make a trip to the Middle East recently. Temperatures of 32c+.
Didn't want to wear shorts as I burn quite easily. Saw Jack Wolfskin Desert Valley Pants on the website and ordered two pairs. I can only speak very highly of them. They were perfect for the conditions - great UV protection and so light I was scarcely aware that I was wearing them. This was a bonus as I had to do a great deal of walking in desert conditions.
Washed and dried overnight without any need for pressing. Could not find any problem with the manufacturing quality.
I recommend these pants very highly!!

I have a range of Jack Wolfskin products which I have satisfied with. However my last experience with Jack Wolfskin's Customer Service has been completely unacceptable. If they continue treating customers this way they are facing difficult times.
I bought a Jack Wolfskin jacket from an online store. The down jacket looked to be poorly filled and weighed 145 g less than the stated weight. I sent the jacket back to the online store and was told the it could take up to 4 weeks to review my complaint. I finally got a reply stating that Jack Wolfskin didn't have any more jackets in my size. I was offered a refund by the online store. Several weeks later I saw the same jacket in my size on the same online store. I ordered this new jacket even though it was in a different colour. This new jacket weighed exactly the same as the first jacket. I complained again both to the online store and Jack Wolfskin Customer Service.
The Jack Wolfskin agent suggested that there could be a problem with my weighing scales and expressed his opinion that 145 g was not a significant deviance from the quoted weight of 750 g. An extra 145 g of down would give a completely different fill to the jacket that I purchased.
I find it totally unacceptable that Jack Wolfskin would refer to a possible inaccuracy in my weighing scales when dealing with my claim. My jacket had been sent back to Jack Wolfskin and they had a perfect opportunity to check the weight of the jacket.
I am glad that I purchased the jacket from an online store that were prepared to refund my purchase without question.
I wonder how how long it would have taken to get a satisfactory solution from Jack Wolfskin's Customer Service in light of the arrogant agent which I had to deal with.

If you had a zero rating I would have given that but have to begrudgingly give a 1. Bought a ladies jacket from the Leeds store and after wearing it twice found the pocket Zips were sticking. Seeing as I paid £150 for the jacket took it back to the store. The manager/assistant agreed it was annoying and then produced a pair of scissors and started cutting the edge of the Zips saying it was threads that hadn't been finished off properly....what bad workmanship!! He told me to try again to see if the Zips would run smoothly after cutting off the threads. Haven't wore the jacket for a few weeks because of snow etc and when I put it on again found the stuffing coming out of seams. Back to store again saw same man who remembered me and he's now saying its natural to just get a PIN and stick stuffing back in. I was furious and walked out of store telling him and any customer who was listening that I would never buy anything from Jack Wolfskin again.

Just visited the Jack Wolfskin shop at Westfield shopping centre, White City. Staff were rude and unaccommodating. I had gone there to buy some trekking boots, the sales assistant seemed confused when I asked her if they sold women's trekking boots!! I then found some which they didn't have in my size so I asked them if they could order them in for me to try on. I was told I would have to pay for them but then if they didn't fit I would only get a store credit not a refund, plus I also wanted to pay for them with a Westfield voucher. The sales assistant said to me that winter is nearly over and they won't be ordering any more boots in as people only go trekking in winter and not spring!! I thought she was joking! I hope this shop realises that people trek throughout the whole year!!! I also didn't appreciate the tone in which they spoke to me. With socks and boots I was going to spent £200, instead I went across the road to The North Face whose customer service was amazing and spent my money there!

Bought a jacket and I'm very happy with the product.

I have always rated the Jack Wolfskin brand extremely highly but after a manufacturing fault developed with a pair of trousers, Cotswold Outdoor the retailer and Jack Wolfskin Head Office based in Germany both blamed each other for the issues that followed !
Manager's at the Jack Wolfskin stores based at Leeds and York went out of their way to put things right immediately and have lead the way where other's should follow with reference to Customer Service and focus. I would without hesitatation recommend purchasing Jack Wolfskin product's directly from these Stores rather than purchasing from the aforementioned.

I've been a huge fan of Jack Wolfskin products but my last customer service experience put me off buying their products in the future.I was going to purchase a pair of waterproof pants for the price of 80GBP. According to their website orders over 75GBP qualify for free delivery. I had a 10GBP voucher and after using it the order was under 75GBP and the P&P charges were added at checkout. I don't think this is fair! When contacting their on-line support I was advised to spend an extra 5GBP to qualify for free delivery. Thanks for being so helpful!

This tent is very good to the price - ca 110 euros on a website. It kept dry in spite of two weeks outdoor with heavy, constant and intensive rain. However there was not enough room for me being a women of 57 kg + luggage - one big and one small bag. The big bag I had to leave outside, having most of the content inside, feeling a bit squeezed. I bought a bigger tent in the end. Good for short trips with very little luggage or children.