Experience report about the Jack Wolfskin online shop

On October 4, 2022, I placed an order in the Jack Wolfskin online shop for the first time. Since then I have placed a total of 18 orders and have reached a purchase value of almost €5000. I collected bonus vouchers and happily redeemed them.

Everything seemed perfect until I wanted to try out a new item and redeemed a €50 bonus voucher from Jack Wolfskin. Unfortunately, that was a big mistake.

The trousers, which I ordered unfortunately didn't look good on me, and so I had to send it back as an exception, which I usually do only rarely and reluctantly. The cancellation went smoothly, but I didn't receive the voucher back. This led to my disappointment and ultimately to me sharing this experience with you.

The reason given to me by the company was:

“The bonus points should be seen as a loyalty program and not a discount. Of course, you also want to avoid that 'sample items' are always sent free of charge using the bonus points. Unfortunately, it cannot always be avoided that this leads to such a situation in individual cases. It’s just a voluntary thing, not an obligation.”

I was convinced of Jack Wolfskin's products and it wasn't about the €50 as an amount of money. Rather, I'm concerned with the principle. Unfortunately, Jack Wolfskin disappointed me very much, as they apparently place more value on their terms and conditions than on the satisfaction of their customers. I understand that I am not of great importance as an individual customer and they do not care whether I continue to order or not. But maybe the next online shop will be more sensitive to the needs of its customers, and maybe I can feel like a welcome customer there again.

Thank you for being a Jack Wolfskin customer for a year. But as I always say, every era comes to an end. My attention now moves to other shopping carts, but the disappointment in how my ordering mood was treated will remain.

Conclusion

Not everything was bad. Despite my disappointment with how my bonus voucher was handled, I received good products from Jack Wolfskin that I continue to enjoy wearing. The quality and design of your products have convinced me and will continue to do so maybe will encourage us to shop at Jack Wolfskin again in the future, even if not to this extent. It's a shame that this negative experience has tarnished my impression of the brand, but I hope that in the future Jack Wolfskin will place even more emphasis on the satisfaction of its loyal customers and reward their loyalty appropriately.

Here, I no longer have any use for the new bonus voucher!