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... See more
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Bought long raincoat with extra padding. Love it. Definitely waterproof. Perfect for days when temperature is low but the damp makes it feel even colder. Good when shopping as it’s light, non bulky, n... See more
Company replied
Bought a long coat hoping to stay dry. Given the cost of these coats and what they claim on their website very very disappointing cost leaks on shoulders arms and absorbs moisture at the bottom. Don’t... See more
Company replied
Product itself is lovely. However - I ordered the same item again to get a different size and there is no returns label in either parcel I recieved despite a free return being clearly advertised at PO... See more
Company details
Written by the company
The ILSE JACOBSEN HORNBÆK lifestyle universe incorporates rainwear, sophisticated womenswear as well as refined footwear and accessories. For more than 20 years, the idyllic seaside village and summer resort of Hornbæk, which is famous for its wide sandy beaches and dunes, has been a constant source of inspiration for Danish Designer Ilse Jacobsen's work and creativity.
Contact info
Holmenevej 31, 3140, Ålsgårde, Denmark
- +4588779398
- info@ilsejacobsen.com
- www.ilsejacobsen.com
3.9
Great
446 reviews
Replied to 72% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Best customer service in the world
I emailed customer service at Ilse Jacobsen and my query was handled my DANIEL. I needed to know the true colour of a coat I’m thinking of buying. Daniel was superb - he photographed the coat in studio light, sunlight and outside the office in (greyish) Danish daylight! How amazing was that? Thank you so much Daniel.
November 22, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Mary.
Thank you so much for taking the time to review your experience and wanting to give us 5 stars, we are incredibly happy about that!
We will do our very best to give you the same good service and customer experience next time:)
Best wishes
Daniel
Customer Care
Ilse Jacobsen Hornbæk
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Always go the the company website first!
I had a disappointing experience with an online site purporting to sell their shoes. But when I contacted the company directly with my issue they were honest with the reason for my experience, and interacted with me with me promptly and professionally. I was even given pointers for the future.
November 22, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Asha.
Thank you for your review - despite an unfortunate experience on a fake webshop, you give us five stars for our communication and service, we really appreciate that.
We hope you can find what you are looking for at one of the shops we referred to!
Best wishes
Iben
Customer Service
Ilse Jacobsen Hornbæk
Black Friday sale
Purchased a raincoat online for pre Black Friday sale with 40% off. Delivered to my home within 48 hours. I replaced another Ilse Jacobsen coat that I've worn for the last 6 years.
Excellent purchase in every way. Delighted with my coat
November 22, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Trish.
Thank you for your great review - we really appreciate it!
It makes us very happy to know that you have had a great buying experience in every way - we hope you will be as happy with this jacket as the other one:)
Best wishes
Iben
Customer Service
Ilse Jacobsen Hornbæk
Great customer service Daniel really…
Great customer service Daniel really spent time finding the particular coat I was looking for I have ordered difficult to find in the UK but big thank you to him for finding it
November 21, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Ian.
Thank you so much for your nice review - we really appreciate it!
We always want to help and take pride in guiding customers as best as possible, so we are proud when it is feedback like yours.
We will do our very best to give you an equally good customer experience next time:)
Best Wishes
Daniel
Customer Care
Ilse Jacobsen Hornbæk
Excellent service and gorgeous clothes
Excellent service and gorgeous clothes. I queried Care Labels for some items and Daniel was very helpful in retrieving them.
To save this, they really should be added in the description though.
November 21, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Sinead.
Thank you very much for your kind review and even five stars - we really appreciate it!
We will do our very best to give you the same satisfactory customer experience some other time:)
Best wishes
Daniel
Customer Service
Ilse Jacobsen Hornbæk
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100%Recomended
I love Ilse Jacobsen coats brand,it is a good investment in a good quality of raining coats,very impressed with a service as well, had some issues buying it but was solved very quick.Recommended 100% Ilse Jacobsen website
November 20, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Mrs. Botnaru.
Thank you very much for the very nice words, we really appreciate it!
We are very proud of the five stars and will do our very best to give you the same satisfactory service another time:)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
Generous and thoughtful …
I’d lost just one toggle from my ILSE raincoat and requested a replacement that I was happy to pay for.
They couldn’t match the toggle and so they sent me a complete set of 8 new ones to put on my coat!
And didn’t charge me…
Thank you so much ILSE Jacobson
November 16, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Helen.
What a lovely review - thank you for taking the time to do this and even rating us five stars!
It means a lot to us.
You are very welcome another time :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
Very helpful
Very helpful - responded to my emails promptly- would highly recommend
November 13, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Debbie.
Thank you very much for taking the time to review your customer experience with us - it means so much!
5 great stars - we are very proud of that:)
We will do our very best to give you the same great experience next time.
Best wishes
Iben
Customer Service
Ilse Jacobsen Hornbæk
The shoes are very comfortable
The shoes are very comfortable. I bought others again that did not reach their destination and they gave me my money back. So, despite not receiving the goods, at least I have not lost my money. Therefore, I trust the company a lot!!!!!
Thank you
November 6, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Carmina.
Thank you for taking the time to review your experience and even giving us 5 stars- we really appreciate it, thank you!
It is deeply regrettable that there has been an external problem with the delivery of your package, we are happy that the situation was resolved despite challenges and that you as a customer are satisfied:)
The best greetings
Iben
Customer Service
Ilse Jacobsen Hornbæk
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Such a Perfect Service so friendly…
Such a Perfect Service so friendly customer support. And I got friends with dogs and they told me that this is the best nice brand to buy for your dog as it is so colourful so good quality and even the prices are just perfect.
November 7, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Mike.
Thank you very much for taking the time to write a review - the nice words about our service and products and even five great stars, we are very proud of that!
We will do our very best to give you the same good experience next time:)
Best wishes
Iben
Customer Service
Ilse Jacobsen Hornbæk
Good quality
I love the items hat I got and when I ran into a problem, the customer service was very helpful.
October 1, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Lidiya.
Thank you very much for your 5 star review and your kind words- we are very grateful for that!
We will do our best to do just as well next time :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
Efficient transaction.
October 2, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Deirdre.
Thank you very much for your review, we really appreciate you taking the time to review your purchase experience.
We will do our best to do just as well next time :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
Great products and superb customer…
Great products and superb customer service and support. Every stage is made known and there are no surprises . .
November 1, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Thank you very much for the kind words and even 5 stars for your customer experience - we really appreciate that!
We will do our best to give you an equally good experience next time :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
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Quick and helpful service
The insulated, warm waterproof coat I purchased was very well-made and attractive. Unfortunately, the style was wrong for me, and I had to return the coat. Both the initial delivery and the return arrangements went very quickly and smoothly. The customer service department was particularly helpful. I will certainly order from Ilse Jacobsen Hornbaek again.
October 20, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Carola.
Thank you very much for the nice words and even 5 stars for your customer experience - we really appreciate that!
We will do our best to give you an equally good experience next time :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
Thank you
I bought a rain coat which I totally love. I sadly lost the little strap which attaches the rain hat onto the coat. Without hesitation a new strap has been dispatched to my home to replace the strap with no charge. This is outstanding customer service. Thank you.
November 1, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Kathy.
Thank you very much for taking the time to review your customer experience, and even with 5 great stars. We really appreciate that!
We will do our best to give you an equally good experience next time :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
I am on my fifth pair of tulip shoes
I am on my fifth pair of tulip shoes. I love the colors and the comfort is amazing. They are my travel shoes for walking!!
November 1, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Toby.
Thank you so much for taking the time to review your experience. We really appreciate that!
It is so nice to hear that you are a fan of Tulip shoes:)
We wish you a lovely day-
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
My partner had lost the neck strap that…
My partner had lost the neck strap that holds the hood on her Jacobsen waterproof coat. I emailed the company to ask about buying a replacement and they very kindly sent one at no cost to me.
Very helpful and friendly with quick response to emails.
Very impressed with the garment and especially with the customer service.
Many thanks to Iben and Daniel.
October 25, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Les.
Thank you very much for taking the time to review your customer experience, and even with 5 great stars. We really appreciate that!
We will do our best to give you an equally good experience next time :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
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Order not received…
I placed an online order for several items on Aug 30, 2023. As of Oct 24, 2023 I have still not received my order. I have emailed several times to try and get information and have not received any response. I am very disappointed with the lack of attention to my inquiries. Wondering if I will ever get my order. Susan
October 24, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Hello Susan,
Thank you for your message.
I have searched for your name in all of our systems and I am unable to locate any emails/orders from your name. Please e-mail us at webstore@ilsejacobsen.com so we can figure out what has happened and find a solution together. Please include your order number, address and full name in the e-mail.
E-mail for customer service: webstore@ilsejacobsen.com
We look forward to hearing back from you, so we can get this solved right away.
Kind regards,
Customer Care
ILSE JACOBSEN HORNBÆK
Quality not the same any more
I used to buy only Ilse Jacobsen wellies because I was happy with both the design and the quality, but something in the latter drastically changed in the last couple of years. I bought a pair of short rubber boots about a year ago through House of Fraser. The boots cracked after only a couple of uses. IJ were appreciative of my feedback, but understandably could not do anything for me, as the pair was purchased via a retailer. Got a replacement from House of Fraser and the second pair literally fell apart. The sole of one shoe split and actually came off as I was walking my dog. I have another, a third pair, the ankle rubberboot, which are the newest, but the heel on them is wearing off at an incredibly fast pace. There will be nothing left of it in a couple of walks.
This time around I will not be contacting neither the manufacturer nor the retailer, feels like a waste of time. I feel exasperated, I must admit. And very disappointed, needless to mention.
October 24, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Hello Karina,
Thank you for your feedback and honest review.
We take complaints about our products very seriously, and we would like to investigate this further with you. Therefore I invite you to please send an email to webstore@ilsejacobsen.com with a detailed description of what has happened, along with pictures of the product.
At a glance it sounds like you've been incredibly unlucky, and therefore I can guarantee that our Customer Care Team would be eager to investigate this further and find a solution together with you.
I hope you're interested in contacting us - we're always here to help you.
Kind regards,
Customer Care
ILSE JACOBSEN HORNBÆK
Excellent aftercare service…
I emailed to request a replacement leather strap for my coat. The response was so fabulous. The team went to the trouble of finding me a replacement and posting it to me without charge. They were extremely polite and enthusiastic in their actions and response.
An excellent service. Thank you very much
Best wishes to all the team.
September 26, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Eileen.
Thank you so much for taking the time to report your customer experience with us!
We really appreciate that.
It makes us very happy that we could help you and that you have had the positive experience with our Customer Service that we strive for.
We will do our best to give you the same good experience if you need our help another time:)
Best wishes
Iben
Customer Service
Ilse Jacobsen Hornbæk
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