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:07/18/2025

  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 purchased 9 pairs of women's wool underwear. Woolly states that all garments have a one year warranty. Within just a few months of having these garments, three of the nine have formed holes from simple day to day wear. I followed the company's laundering instructions. I have many other merino wool garments from other brands which have held up for several years. When I wrote to Woolly customer service about the issue, they asked me how I wear the underwear. It was clear thay are trying to put fault on me rather than on the poor quality of the material. I explained that I followed suggested laundering instructions and that I wear my underwear like anyone else does. They have stopped replying to my emails and thereby do not stand by their warranty. I demand a refund for those three garments that failed within the one year warranty period. Also, their customer service is atrocious.

  Business Response

  Date: 07/22/2025

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention. I would like to provide a clear timeline of our interactions with this customer:
  

  Timeline of Events:
  July 14th: Customer contacted us via email
  July 15th: Our customer service team responded within one business day, asking standard clarifying questions about product care and usage (this is our standard protocol for all warranty claims to help us better understand and resolve issues)
  July 15th-17th: Customer sent multiple follow-up emails over several consecutive days
  July 19th (Friday): Our team provided a follow-up response
  July 19th (Saturday): We reached a mutually agreeable solution and processed a full refund
  

  Our Response Process: We sincerely apologize that our product did not meet this customer's expectations. Our standard practice includes asking about wear and care for two important reasons: first, to ensure we provide the most appropriate solution, and second, to gather valuable feedback that helps us improve our products for all customers.
  We understand that multiple emails from customers can sometimes delay our response time, as our email system processes inquiries chronologically. As a small company, we strive to respond to all customer concerns promptly, though immediate responses are not always feasible.
  

  Resolution: We successfully resolved this matter by providing a full refund on July 19th, which the customer accepted. We have attached documentation of our final communications and refund processing for your review.

  
  We remain committed to working collaboratively with customers to find satisfactory solutions when issues arise, and we appreciate the opportunity to address this concern through the BBB process.
  Please don't hesitate to contact me if you need any additional information.
  Best regards,
  *****

  *****@woolly.clothing
  Chief Customer Experience Officer

  
  

• Initial Complaint

  Date:03/01/2023

  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.

  Product was a $299.99 jacket purchased 12/27/2022. I initally filed a chargeback in early Jan 2023 because the company was unresponsive to emails after the product I received was grossly not as described & item was shipped from Amazon, even though I ordered it from **********************************************************. After I filed the chargeback, Woolly contacted me, sent me a prepaid return label, and said they would refund the cost of the item if I closed the chargeback. Item was sent back to the company and confirmed received. I closed the chargeback as they requested, believing it was all a misunderstanding, and I have been now recharged the $299.99. Woolly now refuses to refund, saying they are "unable to refund," claming I have to wait "up to 75 days" from Feb 2, 2023 and they could refund my money through Paypal (note: I paid them via my **** card, not Paypal), which seemed extremely sketchy. I called my credit card company, who said this "up to 75 day wait" to refund (which would be May 2023) was false, the chargeback was closed, and the funds were already returned to the vendor on Feb 14, 2023. Because Woolly made these false claims and refused my refund after I closed the chargeback, I asked the credit card company to reopen the chargeback on Feb 22, 2023. Status on whether they can reopen the chargeback is still pending, however. Woolly now has both their product back and my $299.99. There is also no way to get in contact with them by phone. Their phone number is in **********, even though they claim to be a ******* company, and an automated line. I have been scammed for $299.99 by Woolly Clothing @ ********************************************************** and need to report this to try to get my $299.99 refunded and also prevent others from being scammed. Supportive documents attached. Order number was #WOOLLY70530

  Business Response

  Date: 04/04/2023

  No need to respond, she was refunded long ago.