Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a warranty claim which Smartwool accepted on November 17. They promised me a gift card in compensation within days but I never received it. I have communicated with them several times and they promised the card has either been sent or will be sent, but I have received nothing.I would just like them to honor their warranty.

  Business Response

  Date: 12/10/2024

  Hello ******,

  We regret the issues you have had trying to access your gift card.   We have re-sent the gift card to your email address: *************************************************.  Please let us know if you have received the gift card.

  The gift card will come from the email address ****************************************************************.  
  

  Here is a code good for 30% off your next order: A2HMUV553W

  Thank you,

  Smartwool *************
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22653784
  
  I am rejecting this response because:
  
  I still have not received the promised gift card, neither at *********************** nor *************************************************.

  Why did you offer compensation if you are unable or unwilling to fulfill it?

  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because SmartWool is refusing to delete my customer profile directly and is instead forcing me to go through a cumbersome process involving another website and extensive forms. I believe this practice violates my consumer rights and applicable privacy laws.Specific Issues:Unreasonable Process for Profile Deletion: SmartWool should provide a simple and direct way for customers to delete their profiles. Requiring me to navigate through a separate website and fill out complex forms is an unreasonable burden.Potential Privacy Violations: By making it difficult to delete my profile, SmartWool may be violating my right to control my personal data. This could be in violation of privacy laws such as the California Consumer Privacy Act (CCPA) or the ************ Protection Regulation (GDPR), depending on my location and SmartWool's data practices

  Business Response

  Date: 09/09/2024

  Dear *** or Madam,

  
  This is a response from The North Face brand regarding a customer complaint from ******************* ********************* Complaint ID #*********.

  
  We want to assure you and the consumer that we take concerns and feedback seriously and we strive for consumer satisfaction. I have reached out to the ** North ********************** regarding your concerns. They will contact you via the *************************** email address to better discuss their actions.

  
  We hope that this outcome is acceptable to the customer and the matter can now be closed.

  Customer Answer

  Date: 09/09/2024

   
  Better Business Bureau:
  
  This resolution is satisfactory to me. The company went above and beyond in resolving the concerns and issues I was having and have completely restored my faith.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim number R/A# *******. I bought a pair of their base layer bottoms about a year and a half ago. I only wear them under my snow pants and a pair of joggers in the winter when it's extremely cold out when I take my dogs out for a walk. I've worn them less than 10 times in the time that I've owned them and only washed them twice on delicate cycle without spin dry. I wrung them out by hand then hang dry them. Anyways, when I put them on the first time this winter I found a hole in the upper thigh area and then just recently found another hole where the threads are also coming apart meaning it's going to get much bigger. I contacted Smartwool to make a warranty claim because they are under warranty for 2 years. I received a reply back almost a week later saying that they I am covered and that they will replace the bottoms but they don't have the same ones in stock so they asked me to pick 3 different pairs from their website and they would pick one and send it to me. I replied to that email with my 3 selections and that was 8 days ago and I have not heard a word back from them. I even emailed them again a few days ago asking if they selected a pair and when I could expect them to ship, They never replied. I just want to know what pair they selected from the 3 choices I selected and when they are going to send them to me. The fact that I have to come to the BBB to try getting any sort of communication out of them is ridiculous and could have been easily avoided if they just replied to my email or given me any kind of update. I am attaching a screenshot of the email that was sent to me by Smartwool as well as a screenshot showing my reply which also shows the date on it which is how long I've gone without any sort of reply from them. If they check the email thread they will also see my original email that i sent to make the warranty claim that shows the holes in my pair of bottoms that I made the warranty claim for.

  Business Response

  Date: 04/01/2024

  Hi *****, 

  Thank you for reaching out about your warranty claim.  We do apologize for the delay in responding, our team has been working diligently to get through our contacts.  

  One our team members was able to get a replacement order put in for you today.  You should expect to receive those within the next two weeks.

  If you have any further questions, you can reply back to your original email thread and our team will be more than happy to assist you. 

  Thanks

  Smartwool Customer Care

  Customer Answer

  Date: 04/04/2024

  i replied to the email thread days ago asking if there was tracking for the replacement that they supposedly sent and yes again have received no reply from their customer service!

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have a clothing warranty of 2 years.They do not back that. I sent in tons of photos to them showing clothing with issues and they told me they would not honor their warranty because they thought "I washed my cloths too much "?I wear 80% smart wool and some of it holds up some of it does not. I have sent plenty of photos looking for a warranty claim only to be denied. 5 Mb does not allow me to send all the photos of the defective clothing

  Business Response

  Date: 03/06/2024

  Hello ******,

  
  Thanks for reaching out.  Our records show we provided you with a gift card to make replacement purchases for the last guarantee claims you submitted. 
  

  If you have any other questions, please ************* team at **************. 

  Thanks,

  Smartwool Customer Care
  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21368114
  
  I am rejecting this response because: you gave a gift card for only a small portion of the items i was looking to warranty. 

  I dont think you should have done that. The items are within your guidelines so you should have honored your warranty on all of the items.

  Otherwise the warranty is not truly a warranty. If you pick and choose without care for your own SOPs.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 pairs of Smartwool socks from REI on 12/17/22. After reading Smartwool's warranty information, I mailed the socks back in the spring of 2023. I waited for months for a reply or at least some type of feedback from Smartwool. I thought they were supposed to replace the socks with something similar since the quality was so poor. I emailed them again in October, November, December. I sent the claim again on Nov. 16, 2023 with pictures of the socks and the receipt from REI. Nobody every responded. They should not claim they stand behind a product with a great warranty if they cannot answer an email.

  Business Response

  Date: 02/05/2024

  I am very sorry for the delay regarding your guarantee claim. I have gone ahead and filed this for you. Your claim number is Service Action (SA) # ******.
  
  Please watch for an email coming from CashStar, our electronic gift card partner, containing a gift card in the amount of $26.00. This e-gift card does not expire and must be redeemed at Smartwool.com. The value of this card is intended to cover:
  
  1. The value of your item
  2. An additional 10% to offset any local and state taxes
  Please check your spam or junk mail folders if you do not see the gift card within the time frame given above. Please note, Smartwool no longer physically replaces warrantied products. If you wish to file a guarantee claim in the future, we kindly ask that you follow our guarantee process on smartwool.com. You can find this link here.
  
  If you have any questions, please do not hesitate to reach out to our ************* Team by responding directly to this email or utilizing options on our contact page by clicking here.

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The order was shipped to an address that does not match what I provided. Did not recieve my order. Shipped to ******** instead of *******. No customer support.

  Business Response

  Date: 10/11/2023

  Dear Sir or Madam,

  
  This is a response from Smartwool brand regarding a customer complaint from ********************* ********************* Complaint ID #*********.

  
  We want to assure you and the consumer that we take concerns and feedback seriously and we strive for consumer satisfaction. I have contacted the Smartwool customer service department regarding this complaint,and they have let me know that unfortunately this purchase was made on a fraudulent website. The consumer should contact their bank or credit card company and request a chargeback for a fraudulent purchase.

  
  We hope that this matter can now be closed.

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a warranty claim with on January 11, 2023 for two pairs of Smartwool socks and other than the auto email reply stating that I would be contacted within 7 to 10 business days, I have no response. I contacted the **************** on two occasions and have been told that they are not able to assist with warranty claims and that warranty claim *** just be delayed as they are busy and "I should be patient". On another occasion I was told that they are moving and that could be the issue. I have tried to contact Smartwool ******, but, other than the warranty email address (which I have contacted three times) and the **************** line (which I have called twice), I can not find ************** of contact. I would appreciate your assistance in resolving this matter.

  Business Response

  Date: 04/03/2023

  It is with our sincerest apologies to this Consumer for the inconvenience caused and delay in receiving a response. Unfortunately,we are experiencing issues with our warranty claim submission mailbox. With respect to this Consumers contact with ***************** ************************* is managed by a third-party vendor. They do not handle or have visibility to warranty claims which is the reason why they were unable to assist or any answer questions.  We appreciate this Consumers patience, confirm that their warranty claim has been assigned appropriately and to expect to receive a response as soon as possible.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 27, 2022 I ordered 10 pairs of socks from Smartwool.com for which I paid $207.14, order number ********. Five pairs of the socks were fine. Five pairs were of inferior quality, not at all comparable to the dozens of pairs of socks I've purchased from this company in the past.February 18, 2023 I filed a claim under their Feel Good Guarantee, which states: "Every single item we make, is backed by our Go Far. Feel Good. Guaranteeensuring youre 100% satisfied with every Smartwool purchase.Gear Up Risk-Free. We stand behind everything we make. We promise to make our products with incredible attention to comfort, fit, and durabilitybecause we want you to love our gear as much as we do. And we want it to be able to support all of your adventures, from exploring new cities to summiting new mountains.So if, for any reason, you arent completely happy with your Smartwool gear within two years of purchasing, well get you into some new gear. No problem."They approved the claim for one pair of socks, but denied it for the other four pairs of inferior socks. They said they denied the claim because my problems were a "comfort issue." But their website states that they will guarantee their products if a customer is unhappy "for any reason." ************************************************************************************* I paid $101 for the five pairs of sock I filed a claim on. They are sending me a gift card for only $23.

  Business Response

  Date: 03/13/2023

  Smartwool reviewed the Complaint and it is with our sincerest apologies that this Consumers claim was denied in error.  This Consumer will receive an additional Smartwool electronic gift card in the amount of $88.00 that can be used towards the purchase of product on our website.We appreciate the issue being brought to our attention and for this Consumers patronage of Smartwool. Tell us why here...

  Customer Answer

  Date: 03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed on order on 1/21/23 and reached out a few days later because the order wasnt received. Was told Id be issued replacement items but never got an email with a tracking number. Contacted you again on 2/4/23 and was told the replacement was done on 1/25/23 but there wasnt a tracking number. Then I was told later in the day that the order was never pushed in the system and it could be reshipped or a refund could be issued. I asked for the refund and was told Id receive it back within 3 business days. On 2/14/23 I still hadnt received ANY items or the refund I was promised. Contacted an agent and was told that the refund wasnt able to be issued because the card is invalid. My cc is a valid card so thats impossible. The agent was named *** and told me again that the issue was on my end with my cc. I asked to speak with a manager. I was transferred to ****** L and was told the refund was processed today and the issue wasnt my cc but a system glitch. She didnt care that the last against blamed me for the issue or that I didnt receive the order. I also asked why no one contacted me if there was an issue and was told they dont contact customers. This whole experience is unacceptable and ridiculous. I will never do business with you again and will tell everyone about this experience.

  Business Response

  Date: 02/17/2023

  Smartwool has reviewed and researched the elements of this Complaint.  As was communicated directly to this Consumer, we reiterate our sincerest apologies that our level of customer service fell short of expectations and for the frustration and inconvenience caused. It is correct that we initially believed their credit card was invalid but acknowledged that was in fact not the case. The failure was unfortunately caused by a server error. As a result, we were not aware of the situation at that time which is the reason for the Consumer not being informed. This Consumers experience feedback has been brought to the attention of the brand to avoid reoccurrence in the future.  Furthermore, please be assured that never at any time was blame placed on this Consumer. We take full responsibility for the series of events that occurred and a refund has been processed. It is important to clarify that refunds could take up to 3 to 5 weeks to appear as they do not happen simultaneously upon issue. Smartwool does not have control over the length of time it takes for a financial institution to post a credit to a consumers account.  As an offer of good faith in appreciation for this Consumers patience and to hopefully restore confidence in us, we want to extend a 30% discount towards a future purchase.  If this Consumer is amendable to accepting our offer, we ask that they please respond through the Better Business Bureau and we will then reach out to this Consumer directly with a discount code.  Thank you very much.

  Customer Answer

  Date: 02/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have returned to SmartWool 250 base layer tops a total of $167.86 I returned them with smart wolves shipping label just called them Monday January 9th 2023 they cannot even tell me whether or not it has arrived to their destination. I shipped it almost 2 weeks ago. They're now saying I have to wait for 3 to 5 weeks to get my money back for this returned item I am elderly on a fixed income I want my money back now how can they do this to people.

  Business Response

  Date: 01/10/2023

  This Consumer initially contacted Smartwool on January 3, 2023 stating that the product she ordered was too small and wanted to exchange for a larger size.  We advised that she return the product for a refund and reorder the correct size;to which she agreed. This Consumer then called on January 9, 2023 to inquire as to the status of the return. We determined that the package had not yet reached our distribution center but offered to assist in an attempt to locate the return. Unfortunately, this Consumer did not keep a record of the tracking number. Although we are unsure as to the exact date the package was actually sent back by this Consumer, we do know that it has not been more than one (1)week based on our first conversation. As with all returns, we do our best to process and issue refunds as expeditiously as possible upon receipt at our distribution center. As stated on our website, a refund could take up to three (3) weeks to allow for not only shipping to and processing by Smartwool, but to also take into account the length of time it takes a consumers financial institution to process the refund.  We do understand the concern about receiving a refund but ask this Consumer to please be patient and allow the package to arrive from the courier in due time.  If this Consumer does not receive a refund by January 30th, she can certainly get in touch with us and we will be happy to reach out to our distribution center at that time.  Thank you.

  Customer Answer

  Date: 01/10/2023

  Complaint: 18708316

  
  

  I am rejecting this response because: in talking to them on the phone they wanted me to give them the tracking number off of the shipping label they sent with the smart wall tops. Why would one copy a tracking number off a of a company's shipping label this is SmartWool hello there supposed to be a reputable company now we're being told we have to copy shipping label tracking numbers and give them to these people that's our job now to copy this for them no not happy at all they didn't mind taking 3 to 5 minutes to take my money out of my bank when I purchase these I don't want to hear three to five weeks it doesn't take 3 to 5 weeks for something to be returned in the mail

  
  

  Sincerely,

  
  

  *****************************