Wool & Oak Reviews 304

Perfect communication, Perfect Packing,Perfect product !!
This is a great Company!!

The purchase experience was seamless and the quality of the bag was perfect. I LOVE this bag.

I am one of those humans that is obsessive about quality, functionality and craftmanship. Picky but then loyal to a brand once I have found it. I have found it and am so so so happy. About to buy the whole range. Love.

I've owned the Nova bag for a year and it's my all-time favorite bag that goes with me on every trip.

Usually when it comes to luggage, it's always a trade off between functionality or style and Wool & Oak manages to pull off both exceptionally.

I loved it so much, once I found out about their Wings backpack I wanted to get it for my upcoming trip. My trip was in less than a week so I reached out their support team to see if it'd come in time if I got the express 2-day shipping.

Zander from their team not only assured me that there's a high chance it'd come on time, they personally kept an eye on my order and made sure it got shipped out that day.

My order came the very next day and I'm more than happy with my new backpack!

Huge shoutout to Zander for their help along with the rest of the Wool & Oak team for creating such an amazing product.

Great customer experience. Very timely delivery. Quality is exceptional. Customer relations experience with Zander was great. Just don’t know if he is AI!

Excellent customer service, high quality of products. Purchased a Nova bag and afterwards a Duffle bag. Was given full updates on the progress of the deliveries. Also dealt with my exchange quickly and effortlessly despite the time difference. Would recommend

Very considerate and thorough with customer care and follow through. Highly recommend this product and customer service.

My shipment was delayed, but soooo worth the wait! Their customer service was consistent and thoughtful, providing updates on my order. The product is exactly what I’ve been searching for…so well made and so functional, truly designed with intention for/by a smart traveler. It has everything I need in a stylish “duffle” but with WHEELS! I’ll be ordering another one for my husband, thank you!

I bought the brown large Nova bag and the brown duffle suitcase. These are beautiful pieces of luggage, clearly well made. The only thing I wish was different was the Nova bag has a gold zipper and gold finishings and the duffle has a silver bag and silver finishings. They both look great - but would be nice if they matched. Maybe that's just me - either way, definitely not a dealbreaker. You'll catch some eyes at the airport with either of these bags!

Zander was wonderful customer service. One of my items was to arrive late so he made sure I had the option of changing it to something that was not on backorder. I just waited. The other item was a gift for my husband's birthday and he kept daily email track of the item and checked to make sure it got there in time for his bday (dec 22) and that was great. Then when my second item came, he also kept track to ensure I not only received the item but that I was also satisfied with it. Overall shockingly good customer service from Zander.I truly appreciated it!!! Great company!

Wool & Oak creates amazing luggage. The pieces are not only fashionable , but also functional. I love their pieces. I recently had an item become damaged and they were quick to make sure that I had the most wonderful experience exchanging the item. I couldn’t have asked for better customer service.

I am a repeat customer of Wool & Oak...bought the backpack, 2 duffle bags and most recently the duffle suitcase. Placed the order on Dec 7 (this was a high demand item for which I received an email about inventory. No issues there...however when the item was ready for shipment it was going to arrive on Jan 6...I needed this item for my cruise (Jan 4) so that Jan 6 delivery was not good. I immediately sent off emails to customer service and the co-owner of the company. I am happy to say they were SUPER RESPONSIVE and modified the delivery which I received on 12/31. Am I happy? You bet!!! Super happy. Very appreciative of the quick resolution and responsiveness. I, 100% love, love the quality of the products...great leather. I get compliments all the time on my luggage set!!! Thank you Wool & Oak...Thank you Cynthia!!!

The bag I ordered was a beautiful product, but the size wasn’t right for my needs. The whole return process was pleasant, seamless, and quick. They were very professional. Great experience I’ll be back.

When I saw the duffel suitcase on a social media post, I instantly knew it would be a great addition to my luggage set. The design of a small personal item sized duffel that packs like a suitcase is genius. This will almost double my carry-on capacity. When I received the bag, it had some aesthetic issues I wasn’t happy about, but I can tell the quality was great. I immediately reached out to customer service and they took good care of me. Cynthia in particular was great to deal with, very helpful and attentive to the details of my bag. It took a few weeks, but I received a new bag, in wonderful conditions, beautifully made with that enticing leather smell. This experience has made me a fan of Wool & Oak. They were professional, took care of my problem, communicated with me throughout the way and delivered a quality piece of luggage I plan on using and keeping for years.

I love this bag. Well made. Smart design. Looks great. Had it for about a year now and haven’t had any issues. Going to add the bigger bag and complete the set.

Customer service by Cynthia was great and shipping was really fast. After reading several reviews, I was hesitant to purchase a bag because many people said it took a long time for orders to be fulfilled. But I decided to purchase the leather Nova bag. It came beautifully packaged, in perfect condition, and looks just like the photos. Well-made and well-designed; there's a pocket for everything.

I had a few questions about shipping along the way and always received a reply within 24 hours that was extremely helpful.

It's only gone on a short roadtrip so far but worked perfectly and fit everything we needed with room to spare.

Definitely recommend.

I purchased the Nova bag for our daughter for Christmas. The level of superior customer experience was beyond my expectations and I worked in the customer experience industry for 40 years! Our daughter was so excited and she can’t wait to use her new bag. The quality of this bag is top notch and although others mention the stiff zipper we did not experience that at all.
Shipping was unbelievably quick and with personal contact along the way.
Only downside, (which is actually an upside), is that everyone in my family wants one now but they will need to wait because I’m getting one for myself first!

Outstanding shopping experience and product. I was looking for a carry on to compliment my checked bag. The quality and overall design was perfect but I realized that I need a bag with wheels because the fully packed weight would be too much for me. I emailed the company for a return and was guided through the process and received a refund within a day or two. I was impressed by the quality of both the bag itself and the customer service.

I ordered a duffle suitcase that arrived defective. I immediately documented the issue and provided a video showing the defect.

I acknowledge that it took me six days to complete the return process. However, once that was done, it took the company eight additional days to ship the replacement, despite assurances that the replacement would ship without waiting for the return to be physically received.

The return experience itself was unnecessarily frustrating. The online return system did not allow me to select an exchange, which was my only intent. I was forced to choose a gift card instead, which later became an issue when the item was no longer on sale.

What made this experience truly frustrating was how it was handled. Their polished, empathetic emails felt completely disingenuous. They repeatedly framed standard corrective actions as “courtesies” and implied that the delays and frustration were my fault, when it all stemmed from a defective product and a poorly executed return process.

In the end, I got the replacement, but what should have been a simple exchange became a prolonged ordeal. Their repeated apologies and claims of empathy are empty, and their touted excellent customer service clearly does not exist. I will not buy from this brand again and cannot recommend them.

Product looked great online, even better in person. Can’t wait to start using. Customer service is very responsive and professional.