ILSE JACOBSEN HORNBÆK Reviews 

My Ilse Jacobsen raincoat has become practically unusable after just over four years, despite only being worn occasionally and carefully maintained.

After washing it according to the care instructions, the waterproof coating on the inside started peeling and crumbling extensively. Some deterioration was already visible before washing, but the damage became significantly worse afterwards. For a brand specialising in rainwear, I expected considerably better durability.

What disappoints me even more, however, is how Ilse Jacobsen handled my complaint.

After an extensive email exchange, including photographs clearly showing the damage, I was repeatedly referred to the original retailer. As I no longer have the receipt or remember where I purchased the jacket, I asked Ilse Jacobsen, as the manufacturer, to assess the product’s quality and consider an appropriate solution.

Their customer service explained that a physical inspection would be necessary to determine the cause of the damage. When I offered to make the jacket available for inspection, I was told that they could not receive products from the Netherlands for assessment. Consequently, they were also unwilling to consider any goodwill solution.

After eleven messages in our email conversation, I am no closer to a resolution. My feedback will supposedly be forwarded internally, but no actual assessment, practical alternative or meaningful solution has been offered.

I was genuinely considering purchasing another Ilse Jacobsen raincoat, the DASHRAIN01, but this experience has completely undermined my confidence in the brand.

I understand that formal warranty claims are generally handled by the original retailer. However, good customer service should go beyond simply referring customers to procedures. It should also involve taking an interest in the quality of your own products and being willing to explore solutions when something goes wrong.

I chose Ilse Jacobsen because I appreciated the design and expected a certain level of quality from a brand specialising in rainwear. Unfortunately, both the product’s durability and the way my concerns have been handled have fallen far short of those expectations.

A deeply disappointing experience with a brand I previously trusted.

I had an issue with my online order (problem was from my side) and once I made contact with Ilse Jacobsen regarding my issue they immediately sorted everything out..they made it all so easy for me.. I am very impressed with their wonderful prompt customer service. I have to say I love the coat I bought from them too .. thank you ☺️

It’s my second time purchasing from this brand,as I really need a rain coat .And unfortunately we don’t have many shops in the area I am living.Shopping online have never worked for me .First time ,I returned the jacket as was too small.I ordered second time .On the item description says to order smaller size as they are bigger fit .And I did ..It is funny shape ,kind of tide on the shoulders and chest and big everywhere else .I convinced myself to keep it .But I am terrible sorry .It is too expensive to stay in the wardrobe,but I can’t wear it as feels funny on and I don’t fell comfortably.The size guide is totally wrong.I am between 8&10 UK sizes .And still can’t figure out what size I would be from this brand .Can anyone help?

why are the sales prices always changing on your website? one moment the product's price is €70 and the moment after it's €100. for those who're budgeting, it's impossible to buy clothes from you. the designs are looking good though.

After 3 weeks of frustration with DHL Spain, and then a very polite AI bot at ILSE JACOBSEN, Mads came to the rescue and completed sorted out the delivery to get to me in time for Christmas. He went out of his way to be super helpful and made it a personal mission to do everything possible, even following up with updates and helpful advice. Mads is an absolute credit to ILSE JACOBSEN, and I LOVE my coats! Thank you so much Mads.

As a returning customer of Ilse Jacobsen I was very happy to receive my order direct from your website in October. One of my purchases had a faulty zipper. As I am familiar with the quality of the brand and how well the coats wear and last I knew that this was not expected. I contacted customer service and within minutes I was responded to and my issue was resolved. My query was dealt with by Mads. It was managed promptly, with curtesy and echoed the quality of customer care and support offered across the brand. This level of response and respect for their customers is now another reason for me to remain loyal to the brand… not just the stylish, elegant and functional clothing that always gets compliments. Thank you

I bought a beautiful rain coat which is excellent and very elegant and warm, but the short rubber boots cracked on the seams after only 3-4 wears. They look so beautiful and funky but it is unacceptable that they let water in after barely being used. I paid over £100 for them in Iceland.

I had recently misplaced a voucher - I had the last 4 digits and the balance but didnt have the physical voucher to hand - I contacted their customer service unsure if they would be able to help me and within minutes they had located the voucher and were able to re-issue it to me in full. They were so extremly helpful and obliging. They honestly were brilliant!!!!

I'm delighted with my Ilse Jacobsen rain coat. The style I bought has a slim fit and has some very practical features like toggles to improve the fit of the hood and a peak to prevent rain dripping onto my face, and a double-ended zip.

Always amazing customer service
Love their clothing & delivery took only a day.. items you will cherish forever

I have yet to receive and try my product but customer service get 10/10. They were extremely helpful with my queries and fast processing so I could get my item before overseas travel.

Great choice. Website site is easy to navigate. Delivery less than 48 hours

Fantastic customer service, fast reply and very friendly!
The product (shoes) are very well made and confortable,I do recommend!

Once you are in contact with real people answering your questions fully it is a great experience. I just don’t like the bot, but at least they are honest about using one.
The shoes are great, super comfy and well designed. My mum loves her tulip shoes and my Flipflops are super comfy. Will return at some point. Thank you

So the company decide to apply on Trustpilot with her sorry to hear that type of response and please contact us. I did contact them and sent photos and of course heard nothing but a waste of time. Do not be fooled by these people.

Bought a jacket for my wife who wears occasionally. She put it on and I noticed when she put the hood up there was a terrible amount of fading where it has been covered by the hood (back of hood and top middle of back). Could accept this if it was from one of it cheap shops or brands but expected a lot more considering cost.
Very disappointing

Got this coat for my birthday after 1 wash the seam tape has peel off i didn’t expect that for the price of the coat when I contacted ilse Jacobsen they said I had to return it to the shop it was purchased from but as it was a gift I wouldn’t know which shop it came from it has there logo on so it’s made by them company passing the buck on
As it’s been two months now and your only just replying if you had taken the time to read my post you would see I don’t have receipt as it was a present from my mum who has now past away so taken it back the shop isn’t an option that’s why I got in touch with with you directly back in May

I can’t express how helpful the customer care team are at Isle Jacobsen, they go up and beyond. Excellent

They were very helpful when I had an issue. Even though it was outside warranty they offered me a discount in the website shop. Replied to any query I had very quickly.

I am a fan of the Glitter tongs! They are great products, original design, and excellent quality.
The online service is excellent and helpful. Thank you!

I was truly impressed—not only are the products top-notch, but the customer service is among the best I’ve ever experienced. They responded to my enquiries instantly, whether it was changing the delivery address or helping with a return. Every interaction was smooth, efficient, and genuinely helpful. This experience has completely restored my faith in online shopping. Highly recommended—thank you for such a great experience!