Wool & Oak Reviews 304

Note that for all pre-orders, beyond 7 days after ordering there are no refunds, PERIOD. This means that once you get the bag, regardless of the workmanship, quality, or fitness of purpose, you are stuck with the bag. I attempted to cancel the order before it was shipped, and return the bag once I saw it, and was refused. I did not order it through a crowdfunding site where this type of policy might be expected, but through a Facebook ad that took me to their web page.

Inconsistent customer service experience, poorly managed logistics, takes a lot of work and handholding as the customer to ensure receipt of item - very stressful experience.

I finally received the canvas bag after waiting for many months past the promised delivery date…
So disappointed in the quality of the workmanship… the zippers are sewn in poorly and it is a struggle to zip the bag closed. The bag is useless to me, I travel for work frequently and don’t have the time to struggle with the zippers or have the anxiety that perhaps I won’t be able to close the bag.
I have been going back and forth on returning the bag for refund. I do not expect a replacement to be any better since this bag was QC’d and passed.
Perhaps the bag “works” better in leather, but that is too much of an investment.
I am now providing videos of managing the zippers and hope that a refund is in the making. Happy to send the bag back so someone there can struggle with this handiwork….Hoping for a good resolution to this situation of poor quality and awful customer service….

Similar to others here, I pledged early for a large leather Nova bag on Kickstarter in July 2023. It got funded in August, which is when I made the full payment. It is now the end of July 2024, so 1 year and no bag.
There have been updates regarding the first shipment being held in customs. However, two weeks ago, this shipment was released to Wool and Oak. They were supposed to ship them the following week. After that week was up, I reached out to them to inquire about my order. Radio silence.
It looks like some people have received their bags and are happy, but a successful business should follow through on every order. I will update if and when I hear from them.

*Update: I received my large leather Nova bag this evening (8/8/24). It is a beautiful bag and well designed. Although I have yet to use it, I am pleased with the purchase. I have updated my review to 4 stars. The reason that it didn't get the 5th star is the unbelievably long delay in shipping the bag.

The company needs to improve its logistics and customer service. If it can do this half as well as they design products, it will be successful.

Ne commandez pas sur cette marque, prêt d’un an de retard, remboursement refusé et une équipe qui ne veut pas trouver de solution : une des pires expériences d’achats surtout pour une marque qui se veut premium. C’est tout l’inverse !

À fuir à tout prix et beaucoup sont du même avis ! Beaucoup de pub sur Instagram, ce n’est que du vent !!!

I order bag in April and contact them but no response. I dispute with my bank and they contact me and say they will ship my product 3rd or 4th week of June. So I believe them and release it and I got another email saying it’ll be 3rd or 4th week of July and I still have not received my product till now. They are a big scam!!!!!!!

Update 7/28/2024
Looks like Johnathan did come thru and was able to get my order out. We just received it today and quality is very good. The only problem is you will have to be patience and wait seem like not a scam after all. Thanks Johnathan for getting my product to me quickly despite the support team being unresponsive at least Johnathan was good with his words.

European customers, BE AWARE.
I ordered a Nova Large bag, and it arrived 2 months late. However it arrived!
However they never told me that I would have to pay for import taxes and VAT, and I needed to pay this to FedEx before delivery. (I know, sounds like a scam, luckily it wasn't.) Bottomline, you should count in an extra €150 on top of the price of the Nova Large bag. I was willing to pay the advertised price of the bag. However if I knew it is an extra €150, I wouldn't have bought it.

I have ordered on 18.February 2024 a bag. Since than: dead calm. Just received 2 emails saying they have delivery problems. Since I paied already I feel betrayed. So my advice is: hands-off of the company. I will also write on Facebook / Insta my superbad experience. To be honest: I was in the believe that using Trustpilot filters such unreliable and miserable dealers.

Annex 23.07.24: after this review I got the answer that this week 30 the bag will be shipped. Jonathan from Wool & Oak wrote this. Let‘s see if we can trust Mr.Jonathan. My expectation is rather low.

Update 25.07.24: Seems that Jonathan has kept his word. I have received a FedEx Shipping advice - the bag shall arrive at 31.07.24. The first time good news. If the bag‘s quality and functionality is excellent (as promoted), I will write here and may adjust the rating. At least: thank you Jonathan 🙏🏻

Update 20.08.24: Material received. Material (Leather) seems to be of high quality. Zipper okeish. At least it has all the features as promised. Will now travel and use it a lot to test. Rating will be adjusted to 4 points now.

Love my leather bag! It was a pre-order and I did have to wait for it, but it was worth it! I travel for work and its great to be able to separate my shoes from rest of my clothes and also to not have to fold up my suit / dress shirts.

I ordered Nova bag in Jan 24 and it is supposed to be delivered in May. However, the bag is not delivered until now (Jul) and the customer service is useless. I emailed them ASKING updates on delivery status but the company keep saying the delivery date is pushed back for no reason. I learnt that there are too many people having the same issue with me, so I suspect this is SCAM. I will file a case to the legal dept as well as credit card company.

Despite ordering and paying for the Nova bag as far back as December of 2023, I never received the product. This company is basically just scamming people and taking peoples money with no product delivery

Putting aside the fact that it took nearly a year to receive the Nova Small with very unhelpful customer support, I am incredibly disappointed with the product. It's borderline false advertising. The nova bag small is unusable. I am not a large person and I can't come even close to fitting one of my suits, let alone an entire weekend worth of clothes. All of the Nova small imagery and video content on the website is very clearly that of the nova large, and very misleading. The bag is narrower than a standard hangar and far narrower than the shoulders of my jacket. Not to mention if you put a pair of shoes in the shoe compartment, there is zero room for anything else in the interior. There's more useable space in a small backpack than this bag. Would not recommend unless you are a well travelled toddler.

What a fraud. If only I had looked at the reviews from others before I got sucked into buying from this company. They are a total fraud, they take your money but never deliver what you ordered. If fact their software systems are so slick that even when I was trying to find a phone number for them to talk with someone, which no one answers, their system starting sending me emails trying to get me to buy more. Their products look great but if you never get it what good are they. Avoid this company DO NOT PURCHASE FROM THEM unless you want to just throw away money.

Wool and Oak sent a response saying they facing some unexpected challenges, which impacted their ability to serve customers but then they should just stop taking orders, or take orders on a waitlist without taking peoples money. They have no clue what they are doing, and are just a FRAUD taking advantage of people. Do not buy from them.

I ordered my bag in January of 2024. I received an email in April that it would likely be summer before I received my bag. I sent a follow up email in June asking for an update and got a reply within 24 hours that it would be late July. But…I received my bag last week (1st week of July) and just returned from my first business trip using my large Nova bag. LOVE it!! Great quality. Love all the pockets, zippers, sections to put things in. The telescope handle is the perfect length. The weight of the bag is great. The zippers are a little stiff but will loosen over time I’m sure. It was worth the wait and Wool and Oak’s communication was timely whether they were driving the communication or were responding to me. I’m thrilled with my purchase!!

The delivery took a long time, but the bag arrived and it seemed quite nice.

But then a week later an extra bill of 90 euros arrives for import duties, after which my kickstarter early bird bonus vanishes completely.

I'm sure the info was somewhere hidden in small print, but if I had known I would not have invested.

So I have been waiting forever, and in the end I would have been better off if I had simply bought it once available.

And now I have used it..
And it loses a star again, and it is lucky it doesn't loose two.

It's not worth the money.
The zippers are crap.
You need a lot of wiggling and force to get the bag in shape. And when i tried to close the top the zipper broke..

You can't carry a laptop if the bag is slightly full. You will simply bend your precious technology.

The wheels are so close together the bag easily topples and the handle feels flimsy when you are using it with a full bag. I doubt it will last more than four journeys.

And lastly my suit came out of the bag as wrinkled as with my normal bag..

I wish I had not bought this one.

Bag arrived in Italy and was amazing. I know there have been some troubles with shipping but the company always took care of communicating with customers and updating about issues that were caused by them btw. Brand and item super approved.

Let’s start with the actual bag. I finally received it about a month ago and I am now getting to use it on holiday. It did take a long time to get the bag. But, now that I have it, it’s fantastic. During the delay, we purchased 2 Solgaard rolling “closets” and I started to pack mine for our trip. Once I had it packed, I realized that everything wouldn’t fit. I then transferred everything into my Nova and was pleasantly surprised as to how much I could fit in it. Everything that went into the Solgaard bag plus enough room after for 5 days worth of pants/shirts that all went in the outside of the bag. Then I was able to put all my toiletries, 2 pairs of shoes (one dress one sneaker), all of my undergarments and medicines in the inside of the duffle once it was folded up. The construction is stellar, the quality of the leather and the zippers is really great. It rolls easily through the airport on both tile and carpet. It fits in the storage compartment of both flights to our destination. It does everything I hoped it would do for our trip.

Now, let me address the elephant in the room. It did take a LONG time to receive it. I do feel that wasn’t due to anything by the people at Wool & Oak. Could it have gone smoother? Yes. Did they keep me updated with the latest information they had at the time? Yes. I guess I just had a “I’ll get it when I get it” attitude about the whole process. And when I did get it, I was more than thoroughly impressed with it.

Just received my Nova bag and it is great. Sure, there was a wait - but Wool and Oak communicated clearly with updates explaining what was going on and why.
A little patience goes a long way!

Still waiting for the Nova bag, ordered in Januari!! Don't order here, you will never get your order!!

Just add my experience to everyone else’s. I pre-ordered last January. Got the standard email posted on many platforms from the “president” that the shipment is held up in “customs” and they filed a complaint blah blah blah. They never send any updates despite all these complaints, they just don’t care. It’s not “all’s well that ends well” even for the reviews here that got the product. No tracking. No information. No communication. Nothing.

I don’t have what I ordered and there’s no way I can/will get my money back and they will just keep doing this to unsuspecting customers. Just look at the responses they post here. No accountability at all. They’re slick ads and fancy marketing mean zip to the terrible customer experience and lack of service.

Do not buy from this company.