Wool & Oak (www.woolandoak.com) has a 4.8 out of 5 rating on OK.one, based on 104 user reviews collected here. It is listed under Shopping & Fashion and its reputation is excellent. Praise is nearly unanimous, with 96% rating it 4 stars or higher; The business has replied to 25% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-09-07.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company. Customers frequently praise the exceptional quality of the materials, durable craftsmanship, and the thoughtful, innovative design of the premium travel bags. Frequent travelers also deeply appreciate the highly responsive, friendly, and helpful support team, noting that delivery updates and inquiries are handled smoothly and efficiently.
Some reviewers were not happy with occasional product defects, such as broken components, and experienced rigid customer service policies regarding replacements and final sales. A few consumers also mentioned frustrating design flaws and inflexible return conditions involving restricted gift cards that fell short of their high expectations.
Auto-generated from all reviews of this business. For reference only.
I have been a customer of Wool and Oaks for a least a year. I have purchased most of their products the Nova, the Duffle Suitcase, the Wings; the Toto and the Porto (I travel frequently for business). You don’t really learn about a company’s customer service when you are purchasing a product or when things are going good, you learn about it when there is a problem. I recently had a problem wjth a zipper on my Duffle. Their customer service was simply outstanding. They responded promptly, they followed up regularly and quickly, even at their own initiative to check in and make sure I was informed about next steps or just to see if I had any questions or needed additional help. That is highly unusual these days and truly appreciated. My proble was quickly and easily resolved to my satisfaction. I am extremely happy with their products and to be their customer.
Great customer service , thought it takes a while to get things moving , at the end , they are responsive to customer needs and fulfill there commitment , great product
The best luggage I’ve ever owned - from a frequent traveler
I bought the duffle suitcase first, used it for a three day business trip and was honestly so impressed - it’s the most practical piece of luggage, and it looks elegant! I then chatted with customer service as I really wanted the Nova carry on in addition, so that I could do longer trips with just carry on luggage (and wrinkle free clothes), but needed it quickly. Such a stress free process! Got my bag, received a follow up email to ask if there is anything else I need, and I can’t say enough about the quality of the leather! I was on a full flight and the overhead bins got loaded tightly -not a single scratch! The best luggage I’ve ever owned (and I tried it all, including Tumi).
First class. Every product I’ve bought from them has been of the highest quality, worth waiting for and worth every penny. Great attention to detail & Beautiful craftsmanship. In a world where most rush through life without sufficient focus on true quality, it’s refreshing to engage with a company that cares.
Fantastic & responsive customer service too. Zander at customer services has been a pleasure to deal with.
Well done wool & Oak. Keep up the good work.
I ordered the Porto 14” on December 18 with a four-week delivery estimate. It has now been pushed to April - four months for a premium-priced bag. I was fed repeated “3–4 week” timelines that kept moving, and only after repeatedly pressing them did they admit the real restock date. Offering just 15% off after missing the original timeline by months is terrible. If you charge premium prices, you should deliver like a premium company, not screw over your customers. All of their customer response emails were clearly written by AI. Horrible experience!!
The travel bag is value for money and the service after sale is excellent I had a small problem but they handled it very professionally and smoothly. Thanks a lot Miss Cynthia for your service and support.
I couldn’t be happier with this leather duffle bag. I purchased it as an anniversary gift, and it exceeded every expectation. The craftsmanship is absolutely exceptional — the leather is rich, durable, and beautifully finished, and you can immediately tell it’s made with great attention to detail. The stitching is flawless, the hardware feels solid and high-quality, and it has the perfect balance of rugged and refined.
Beyond the product itself, the customer service was outstanding. The team was responsive, helpful, and genuinely cared about making sure everything went smoothly. The online payment process was quick, secure, and incredibly easy, which made the entire experience seamless from start to finish.
It made for a truly special anniversary gift, and I would highly recommend this bag to anyone looking for something both meaningful and beautifully made. Worth every penny!
I’ve been a one-bag traveler for over a decade, and during that time, I’ve tried numerous backpacks in various sizes. I’ve had my eye on Wool and Oak bags for a while, and I finally decided to purchase the Duffle Suitcase. It’s stylish, well-constructed, and the perfect size for my needs. I can easily carry enough clothes, tech, and an additional pair of shoes. This has quickly become my go-to bag for all types of trips.
However, after two trips, I encountered an issue with the shoulder strap. Since the bag was still under the 1-year warranty, I reached out to customer support, and I received a response within hours. I filed a claim, and my replacement arrived within two days. No matter how great the product is, having an excellent customer service team is what truly defines a brand and company.
I purchased the Wool & Oak NOVA Large Duffle Bag in black leather. This duffel is beautiful, durable, easy to pack and travel with for short to medium length trips.
The Wool and Oak team has been incredible. They’ve gone above and beyond to help me in an urgent shipping situation. Great team, great service, great products!
I had the best customer service experience I’ve had in recent memory with Wool and Oak. I decided to return a fabric bag and replace it with a leather one. The transaction was easy and painless. Cynthia was amazing and constantly in contact during the process. She followed up in both a professional and timely. I would recommend the product and company without reservation. Thanks Cynthia and thanks to Wool and Oak for restoring faith in outstanding customer service and a quality product.
I have ordered many items from Wool & Oak, for personal use and as gifts. The quality of the leather is just gorgeous! First, it was the large duffle and the carryon handbag, which both are just so functional and make packing very easy with the many compartments & sleeves built in. I use the computer sleeve daily when transporting my computer for business meetings, etc. I have tried to purchase 3 more but they are out of stock presently. What a great gift! I bought all of the chocolate color for my items. I now have: the large duffle, the duffle carryon, the toiletry kit, the small purse and just received the hobo bag. WOW! this is the only bag you will EVER need. It is roomy and functional. Just beautiful and is going on its first trip this coming Monday. Can' t wait to use it! Bought another for daughter's bday...:). I had one little issue with a zipper that seemed to not want to work. The customer service was impeccable! They continue to check on me to make sure I am happy and remedied the issue quickly. Things happen, but they made good on a glitch on that one product. With so many purchases, I still give them a full 10 stars (!)......their products make the perfect gift for all. The customer service rep, Zander, is amazing! Continues to check in and doesn't just end a conversation....keeps coming back with yet another nice note of confirmation. Great Company, great products & excellent customer service.
Cynthia was great and very helpful. She ensured everything went smoothly with my transaction. I love the Nova bag, works great for all travel and no issues as a carry-on after several uses.
I’m extremely disappointed with this purchase.
The biggest issue is the zippers. They are very difficult to open and close — stiff, resistant, and not smooth at all. After receiving the bag, I looked back at other reviews and noticed multiple people mentioning the same zipper problem. Unfortunately, I now understand why. For a bag at this price point, the zipper function should be effortless. Instead, it feels like a constant struggle just to access the compartments.
Another major design flaw is the bottom of the bag. It has rigid, almost spike-like feet that protrude more than expected. They feel unnecessarily sharp and could easily scratch another bag if stacked, damage surfaces, or even scrape someone if bumped. It’s an odd and aggressive design choice for something meant to be practical and travel-friendly.
To make matters worse, the item was marked Final Sale, so I’m now stuck with a bag that doesn’t function smoothly and can’t be exchanged. That’s especially frustrating given the zipper issues appear to be a recurring complaint. It feels like the final sale designation conveniently protects the company from addressing a known design problem.
For a brand that promotes quality and thoughtful design, this experience fell far short of expectations.
Reply from Wool & Oak2026-02-12
Hi Anthony,
Thank you for taking the time to share your feedback. While we’re sorry this experience didn’t align with your expectations, we’d like to clarify a few points for accuracy and transparency.
In your original correspondence with our team, the only concern raised was that the bag did not have wheels, and you requested an exchange for a model that includes wheels. No issues related to zipper performance or the bag’s base were mentioned at that time, which limited our ability to address those concerns directly during the service interaction.
That said, our zippers are intentionally engineered with higher tension to support durability and long-term reliability. Some customers note that they feel firm at first and become smoother with regular use. The protective base feet are likewise designed to elevate and protect the bag during travel, though we understand how preferences can vary.
It’s also important to clarify that final sale items are still fully covered under our warranty in the event of a manufacturing defect. Final sale simply means the item is not eligible for returns, exchanges, or post-purchase adjustments—it does not remove product support or warranty coverage.
Additionally, the item in question was clearly marked as final sale at checkout, including the applicable terms, prior to purchase.
We stand behind the quality, design intent, and craftsmanship of our products, and we aim to operate with clarity and integrity at every step. While we regret that this purchase wasn’t the right fit for you, we appreciate the opportunity to clarify the record for future customers.
— The Wool & Oak Team
Im buying the duffle bag to compliment my larger nova bag.now i dont have to cram so much into the larger bag.
this company communicates better than any company ive delt with.They truley do stand behind their products and that is why im buying from them again!
I had an issue with making an adjustment in my recent order. Wool and Oak was prompt in responding to me and resolved the issue with efficiency and understanding. I highly recommend doing business with this company.
I just wanted to share that I’m a huge fan of the design — I recently purchased the Nova Carry in Black and I absolutely love it! I also reached out to Customer Service and was truly impressed with the level of support I received. The service was outstanding — 10/10!
I had a great experience with Wool & Oak’s customer service. Their team was responsive, professional, and genuinely helpful throughout the process. They took the time to address my concerns clearly and made sure everything was handled fairly and efficiently. It’s refreshing to deal with a company that stands behind its products and treats customers with respect. I appreciate the level of care and communication and wouldn’t hesitate to do business with Wool & Oak again. I also want to give a special thanks to Cynthia for her help and support throughout this process
I ordered a duffel for my husband, who didn't like the color I chose. Wool & Oak made it extremely easy to return and exchange for the duffel in his preferred color. The customer service people were EXTREMELY responsive and provided me with the links and the information so that the return and exchange were quite easy. Excellent company. Beautiful bags, too!
I ordered five bags, four of them in chocolate, one of them in sand. The bag I ordered in sand was not available in chocolate on the website. After placing the order, I was contacted by a person confirming that I wanted one of the bags in sand. I said I would prefer it in chocolate- fingers crossed that they actually have all bags in chocolate! What a great experience to have someone confirm that I really did mean to order one bag in a different color before sending my order
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