Carhartt Work In Progress Reviews 

I have been trying to return an item worth £200 for a month to no avail. They have sent me two "invalid" UPS labels and have received generic email feedback/guidance every step of the way. The phone number doesn't connect to anyone and now the 60-day return policy has passed. I'm planning on filing a small claims court appeal against them. My advice to anyone thinking of buying a product from Carhartt WIP is to STAY AWAY.

Great products but SHOCKING customer service. Items purchased in December, returned and received in their UK warehouse on 7th January, refund for 1 item only received today - 4th Feb! BEWARE - their refund policy is 21 WORKING days and they stick to this! I am still doing battle to get the rest of my refund.

excellent customer service, I was probably rude at first but still I was served very well and received all the information I needed. my operator was Sabrina (give her a raise!)

Item purchased as a Christmas present and it didn’t fit the recipient. As Carhartt don’t offer exchanges, I purchased another in the required size and sent the original item back for a refund. Carharrt are yet to acknowledge receipt of my item, despite tracking showing that it was delivered more than 3 weeks ago. When contacting customers services, I received a generic email telling me how to return an item, completely ignoring any of the information I’d provided/ issue I had raised.

Quality and endurance, always the top.

The worst customer experience. I have purchased a jacket on the 24th January. The purchase was cancelled, no reason was given to me. They said that it will take 7 days to refund my purchase for a mistake made by the company.
I have contacted customer service, again no reasons or justification for the cancellation. They have offered a 10% voucher that was never sent to my email. I have contacted the company three times, no reason for my cancellation was given, no voucher was sent and the worst of everything is that the product is AVAILABLE on the website with the same colour and the same size that I have purchased.
I have asked if I could purchased again and they said that they couldn't guarantee that my order wouldn't be cancelled again!!!
They had almost ONE WEEK to update the website in case of the product is unavailable and they didn't. They said they are too busy with thousands of orders so I guess they don't need me as a customer.
I never had such a bad experience with a company. It's a shame because they have good products but this company is absolutely horrible with the customers. I still have no idea when I will get my voucher or if I can go to the website and purchase the item again or even to have a reason why my order was cancelled at the first place.
Horrible company. Horrible service.

Love the Brand, love the quality and absolutely adore the customer service. These guys are always there for you and your problems and the solutions have always exceeded my expectations. All in all can’t be happier with carhartt and the whole team and shopping experience. Thanks!

Hi Carhartt,

I hope you get back to me in this way.
Ordered 2 hats on your website. No Follow up no status update, did not receive them.
Contacted you by phone many many times and no answer. also not by mail.
Could you kindly get in touch with me please.
Thank you
T.

Appalling service. Items took almost 3 weeks to arrive, one of which had been also discounted by a further £30.00 before it even eventually arrived…customer service is poor - they either do not understand or do not care why this would be disappointing for a customer! It’s interesting to see that lots of other people have similar issues and poor experiences - Suggest consumers avoid purchasing directly from this brand and instead if they want the products they should buy through a retailer - likely to be cheaper with much better logistics and genuine service. The senior management should take heed of the poor logistics planning, e-comm merchandising and customer services - it’s not too difficult, countless other companies successfully do so - there is no excuse. I am trying to contact senior management to discuss but suspect they’re not too interested or care - which is the testament expressed so far. Reading back through other reviews - the same excuses and continuous passing of any blame looks to have been occurring for a few years :-(
I presume “Maryel” is their AI CS agent…they should absolutely revert to using a human that is able to understand and express empathy with customers - the poor canned responses just worsen the entire customer experience.

I placed an order on 1 Jan and received an email saying it would be delivered 14 days later. UPS claimed they delivered the order and even supplied a scribbled signature. They did not deliver the order to my address and I certainly did not supply a signature. I find this a despicable lie!
I first notified Carhartt WIP customer services on 15 Jan and have emailed them several times since. I am no further forward with my problem and find their customer services to be inefficient and not care. Quite disgusting!
Don’t waste your money buying from this company. If the order doesn’t arrive you’ll never get an investigation into it’s whereabouts and certainly won’t get a refund! Nice clothing but appalling service!!!

Bought 4 articles on 7th January 2025 (3 of them for myself and one was a birthday gift for a family member for 20th January). After order and payed the items on 7th January, and after passing one week without any message, any email, nothing at all from Carhartt I had to contact them over email support. Email support was very very impressive with a fantastic auto-reply message showing the charismatic way to deal with things like this. I've replied to the email saying the same as above, that one of the products is a gift and I was expecting to have something to give in the party. The next email from support was too very different, saying sorry for the inconvenience over the delay and that the products will be shipped next day. So, in the next day, Carhartt created the UPS label and add the tracking number to it. I had to wait until 17th January to get that email from UPS saying the products are in the warehouse to be collected. Sent another email to support asking what was going on and asking if Carhartt had any kind of compensation or anything else for things like this and they completely ignored my question. Now, I'm writing here, on 24th January, UPS can't deliver the products as the address that Carhartt provided didnt mention my door number (again, another fantastic job over here, very impressive doing copy and paste, such a tremendous and hard task to do), birthday party already gone, overall a horrific experience. Forgot to mention that I'm a Carhartt customer for more than 20 years (always bought on physical stores or online retailers) and this was my first order directly from Carhartt WIP website.

UPDATE: carhartt support contacted by email saying the address is not correct (I'm guessing now that maybe carhartt employers just do whatever they want when they want) as the address is perfectly correct on their website. Had to contact myself UPS, and highlight here, MYSELF not Carhartt, to know what is going on with the package and with the address. The package supposedly was to be delivered today but due to the incompetence of copying and pasting the address into UPS it will be delivered (probably) next week. This is the worst customer service I ever experienced.

Just want to say that I'm very fortunate that my item was delivered after experiencing few delays. After reading all those reviews which was experienced by the customers at the same time makes me feel that I got very lucky. Thank you for your service but I hope to get a better service in near future. Hopefully I will change my mind to shop again. I do understand it has to do with delivery service, but still something needs to be done about this current situation that we as a customers are facing. Maybe we pay only after item has been delivered or something. Alao the jacket wasnt pacakaged inside a plastic bag. It was just a jacket inside a delivery box which made me feel like the jacket wasn't a brand new. Would like to end in a positive note by saying that it's a good quality jacket.

Item was returned and received by them (from tracking info) 7th January and I still haven't received my refund or confirmation from them that they are processing it. No reply on the site chat or via email.

I have bought a pair of pants 8 days ago. The purchase still has not been sent. There was no information about any delays, I had to inquiry customer service about my order and why it is not being shipped. Custom service wrote back a generic, AI-looking email, telling me that there is a delay and that my order is non-cancellable, so I have to wait. Had I known about delays before purchase, I would have never ordered anything from them in the first place. I strongly do not recommend ordering anything from this parody of a company.

Bought 3 items on 05/01/2025, took forever to dispatch to the UK. Only dispatched on 17/01/2025, still waiting. Needed the clothes rather urgently as going away. Terrible service, do not understand why it takes so long to ship clothes.

Edit: spoke to UPS, apparently the package is still stuck in Germany and I have to file a claim because it is most likely lost.

Hopeless seller and useless transport provider. What more can I say.

Great items, good quality, well packaged. Lost a star due to the incredibly slow delivery (2+ weeks). Please work on this =)

Never again. My order was sent 10 days after placing it. My package arrived open, 3 items were missing. the customer service is deplorable and only responded to me after 15 days. Today I’m still waiting for a refund, but I’ve not received a feedback from us. It's catastrophic!

UPS lost my order and informed me that I would need to speak to Carhartt to get a refund / replacement.

Carhartt WIP customer services are absolutely atrocious. I’ve emailed three times and received generic emails in response, (so nobody clearly reads them). I’ve also tried phoning, but either give up after waiting on hold for 30+ minutes or get disconnected.

It’s now a month since I placed the order and I’m nowhere closer to getting this resolved.

Most of the items I purchased were also in the sale and are longer available.

Great clothes…but is it worth the hassle if things go wrong?

Absolute ridiculous handling of package.
has been nearly two weeks since I placed my order.
after a week I contacted them by mail, and their replied that they still haven't deal with my order.
its now been 9 days, and with a lot of contacting them. their have finally send it. the clothes is gonna be send back immediately when I receive it.
At least i can return it, in my local Carhartt shop.

Nearly 4 weeks in, no parcel received and no refund received. Absolutely dreadful experience

*** update***

Yes but I emailed you the day after I purchased it to chase up the confirmation. It took till today for you to realise the email address was wrong. Despite an open line of chatter between yourselves and the correct email address from the 30th December