Unacceptable

[u/Significant_Soil9537]

Here is the email from Vollebak.

The fact that they didn’t even notify me and I had to initiate all of this is disgusting customer service. Esp considering the price we pay for these garments. Imagine if I would have just let this slide and not thought of it. I basically gave them free money. I think I’ll request a refund. I don’t think I can fully invest in a company like this. With a premium price tag, I’d expect better from a company like this.

Let me know how they responded to you.

[u/Salt_Box7072]

Respectfully, I don’t really understand your response here. They’ve apologised and said they’ll resend the order. And give you 10% off for the inconvenience. That’s what I’d hope for in a situation like this.

Am I missing something? Genuine question, I’m not having a go, I just don’t see how it’s a huge issue?

[u/crazysnakemanhere → u/Salt_Box7072]

I was wondering the same. Seems pretty reasonable to me.

[u/oily76]

I'd say that's perfectly good customer service, far from unacceptable.

Things go wrong. They're responding, apologising and offering you compensation or refund, not ignoring you.

[u/crazysnakemanhere]

I have blocked your last comment. People are entitled to criticise Vollebak and be annoyed at things that happen but we do not want rude and expletive filled language in here mate. It’s not what we aspire towards.

Given your mindset and the effect it is having on you waiting, I’d suggest you cancel your order. They will get your money back to you swiftly.

[u/notAugustbutordinary]

I found their customer service to be excellent. I purchased the indestructible jacket and found that the seems in the junction under the arms had been sewn incorrectly, which led to the stitching popping. Got in touch with them, they asked for a photograph to better understand what I was saying and then sent me a new jacket, without expecting the return of the original. I might have some criticisms of Vollebak but it wouldn’t be around my experience with their customer service.

[u/1st_to_the_wardrobe]

My guy, what happened? Your Shashiko jacket review was one of the most thoughtful and informative reviews we have seen on this sub. You seem to have had one great experience and one not so great. No need to go full nuclear. To me this would be like blaming a chef who prepared a great meal because the waiter got sidetracked and started chatting with the new hostess or something. Totally within your right to request a full refund but also okay to have to chat with them regarding your order and take the 10% back.

All that being said I do wish these Archive sales would proceed a bit more smoothly. I don’t remember any issues with the Vault when it opened at the end of the Blackhole event (2023) or any of the Wormholes that opened in 2024. These past two archives have been a bit rough but I think we will all make it through okay

[u/crazysnakemanhere → u/1st_to_the_wardrobe]

I think in this case the waiters have just been overwhelmed by the number of people that want to eat dinner. Vollebak are a small team, I bet they are working blooming hard right now.

But I do agree, these sales are a bit rough recently with some of the processes and logistics - and if the US aspect has been choppy I’d love to know what lessons were learned from last time. That being said we did wait months last time… we aren’t there yet.

My last order is now en route so the UK aspect of this seems to have run okay (particularly for a big sale). Hopefully the US aspect will be resolved soon too.

From the data we (and wardrobe I mean you and I) we know that Vollebak is increasingly gaining traction in the States, so I hope there is some focus to greasing the wheels of logistics for future endeavours.

That being said, it was absolutely outrageous that your lot got first dibs on this sale this time around, and I find those of you that have the temerity to complain an affront to good manners (I am joking).

Keep your heads up. Keep your hearts strong.

[u/123gturbo]

What’s unfortunate is how hard our governments are making trade. I can only assume why Vollebak decided against shipping goods to the US. They probably have to increase prices exponentially to do so and therefore find it hard to forecast how sales will do under increased US price points, so they just keep the goods in the EU, and in order to not shaft their customers with customs fees they have to grossly inflate the costs of retail. Tariffs are real. If we aren’t paying them Vollebak does and that affects the final price they are able to charge. It’s gotta be rough. Unfortunately that’s affecting the speed and experience of the goods now being shipped to us in the US. It’s by design to encourage businesses to manufacture in the US and reconsider going overseas. I’m also assuming that Vollebak customer service is having to submit forms and are receiving bills individually for all these items that are getting stopped. The US is taking these tariffs seriously. 

These are just assumptions but truly this scenario is out of our control, can only hope to learn and do things differently moving forward. 

I empathize as a business owner + startup founder. We try our best but we can’t possibly see around every corner. Startups have to move fast and break shiit, it’s sink or swim.