“Icebreaker used to be a well respected quality Australian brand. But now they have sold it to this faceless Chinese company caled 'VF' International, not only has the quality crashed but they are impossibly dodgy.
NO email contact, NO confirmation of sale.
I cant believe its legally allowed to trade in the circumstances.”
“This company is unprofessional. On two different occasions I returned items and they didn't refund me because they said they didn't receive them. I did eventually get a refund after complaining but it was a headache. I suggest if you return items to them you get UPS to pack your items and get an itemized list of items in the return package and the weight of the package on the receipt. Also get insurance if you can. And take pictures of the items in the box at UPS for evidence they were returned. I've never had this problem before in over 15 years of shopping online.”
“Holes after first wash. Washing machine delicate/handwash setting which I use for lingerie. Bought 2 Cool lite short sleeve Ts. Comfortable to wear but it is see-through.
These shirts will have to be hand-washed in a sink.”
“This company makes excuses and doesn’t seem trustworthy. I’m waiting for an order to arrive and every time I contact them I’m told to wait longer - now apparently delivery to the UK takes 12 days. Maybe the we sure should say that. For now I’m waiting and just assuming I’ve lost my money and my item
Won’t arrive.”
“I ordered a base layer in February that arrived ripped at the waistband. At no time during the return process, during which I complained to them about the rip, did anyone acknowledge or apologize for the rip. It also took the company six weeks to give me a refund. I will never order from Icebreaker again, even though for a decade I've been a huge fan. The company has gone down in quality since I first discovered it.”
“Fantastic customer service from Chelsea at the customer service who took over my warranty case. She followed through promptly and found the products for my replacement which were supposedly out of stock. What a legend! Thank you Chelsea. It was a pleasure dealing with you.”
“I ordered 3 items: Order Number: U00447675 and received a shipment on Dec. 3. It contained only two items and one was in the wrong size. Unfortunately I threw the package away before I realized it was the wrong size. I got three times a robot answer after sending an E-mail. Now 16 days later I still have not gotten any sentient response from a human being and I want to head out to a mountaineering trip. It's highly annoying.”
“Absolutely awful customer service. Returned an item that was incorrectly sent to me having been promised a refund. No communication from customer service team and no refund in sight. Seeing other similar complaints here it is obvious that they keep your money and string you along.”
“Free shipping is advertised. This charge was hidden during my check out. Very deceitful by Icebreaker. I'm going to file a complaint with the Better Business Bureau and whatever Federal Agency governs Icebreaker. I wasn't deceived last time I ordered. By these reviews Icebreaker doesn't care about their reviews.”
“Several years ago I bought several pairs of socks. I was told at the time that I did not need a receipt because it was clear to tell that the socks were Icebreaker brand. Today (Sunday, August 20) I went to return a pair of socks that had worn out at the heel. The people at the store on West 4th Avenue, Vancouver, BC refused to replace the socks because I did not have a receipt. Icebreaker has changed their policy so that now a receipt is required. I can appreciate that and would understand their not replacing the socks if that had been the policy when I bought them. Now it seems you need a receipt for items that were bought before the policy was changed. I feel that when a purchase was made prior to the policy change that the policy that was in place when the socks were bought should apply. I would be hesitant to trust future policies as they can apparently be changed at most any time. I am not happy with the was I was treated.”
“Do. It but from this company. They stole money from me. I returned 3 of 4 items bought per their policy and they incorrectly refunded me only partially stating they received only two. This was untrue and the response made no sense as the refund amount did not add up to any of the 2 items purchased.”
“after almost 3 months they would not give me a refund on returns they acknowledge receiving. customer service kept giving same standard gaslighting response..supervisor never called back as promised..finally I initiated a dispute with PayPal and got my money refunded through them..I would rate this companies behavior as criminal!!!!!
Update..Finally PayPal resolved the dispute and offered me a refund..However they could not dispute taxes of $150.. Icebreaker refuses to refund the taxes I paid to them..This company does not stand for the qualities of honesty they claim.
Date of experience: January 13, 2023”
“I purchased a lovely wool vest for my adult daughter. It came, and looked good, but the zipper was broken. I returned it. I ordered another vest -- it came today. The cut is different -- it isn't like the cut of the first one and this cut is sloppy. And the zipper is broken. I like the fabric -- but the cut on the 2nd vest is awful, and the zippers simply don't work. Icebreaker wasted my time -- don't let them waste yours.”
“Terrible customer service, never received gift voucher refund for my mothers christmas gift and 5 months later still they are unable to give me a concrete answer”
“poor quality no customer support
bought socks supposed to be lifetime warranty for 20€ each after 6 months they became unusable due to poor quality, see fotos
I contacted them no reply had to contact belgian customer protection federal service and wait for their reply, i think this company will not survive for long”
“Really disappointed with the customer service. My delivery was left outside my house. I found the box opened and the contents taken - never had a problem with Amazon or Hellofresh deliveries mind. So I contacted Icebreaker 3 times who have not got back to me. Heard nothing. I even raised a claim with Yodel their delivery company who claim they gave the parcel to a 25yr old guy with blonde hair - tall. Ha, I wonder if they just give deliveries to anyone, doesn't even matter if its the person they are supposed to deliver to. Icebreaker owe me £98 still waiting to hear from someone about my order......”
“Really disappointed with Icebreaker customer service. Have a dispute about my order which got left at my doorstep without my permission. The box was opened up, and the contents taken. My money is on Yodel the delivery company - they claim they gave it to a 25yr old blonde hair guy. Which sounds like ridiculous reponse - do they just give parcels to anyone? I've never had an issue with Amazon & Hello fresh leaving things at my door. Anyway, I've been in touch with icebreaker 3 attempts to contact them - and silence. They owe me £98. Wondering if I may ever see it or my delivery.”
“I love icebreaker merino wool garments. When I do ultra distance walking and running events I am often dressed almost entirely in Icebreaker - it is comfortable, keeps you warm - or cool - and doesn’t smell. Fantastic stuff!”
