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.
Bought a long coat hoping to stay dry
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 buy. Also their customer services is very poor.little concern or effort to rectify. Whilst the company were quick to respond they have stated categorically that even though this is an Ilse Jacobson coat unless I can produce proof of purchase they won’t entertain looking at the issue. This is where I am exasperated. Given the cost envolved and time elapsed
October 11, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Mrs Lyn Johnson-Bartlett.
We are very sorry for your experience with your jacket, it certainly does not live up to our standard of high-quality products.
I see this is the 2nd time you have made a 1-star review about this jacket, we have previously responded to your review.
We take your inquiry seriously and would very much like to help you.
We can find an order based on name, email address and many other information can lead us to an order - but unfortunately we can't find anything on you.
I can see that you have been in a long email correspondence with my colleague who has done a lot to find out about your order, and I can see that he recently sent you an email with further questions in order to find out about your order which you say you bought on our own webshop. We have not received any response from you.
You are very welcome to reply to the email from my colleague or send an email to our Customer Service at: webstore@ilsejacobsen.com - then we will do everything we can to help you and find a good solution for you.
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
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Ordered raincoat online
Ordered raincoat online, arrived 5 days later in ireland.
There raicoats are fantastic and the service, brilliant.
September 22, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Mary.
Thank you very much for your kind feedback - we really appreciate it.
We will do our very best to ensure that you have the same good experience next time:)
Kind regards
Iben
Customer Service
Ilse Jacobsen Service
Super friendly and helpful
Super friendly, quick and personal help with the customer care service. The people at Ilse Jacobsen are very friendly, helpful and understanding.
Excellent service!
And the rain coats are amazing!
October 4, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Fem.
Thank you very much for the very kind words, it makes us really happy that you had such a positive customer experience!
It means a lot to us with your feedback - we really appreciate it.
We will do our very best to ensure that you have the same good experience next time:)
Kind regards
Iben
Customer Service
Ilse Jacobsen Service
Excellent Customer care!
September 27, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Simona.
Thank you very much for your kind words and the five stars - we really appreciate it!
We will do our very best to give you the same good experience next time:)
Kind regards
Iben
Customer Service
Ilse Jacobsen Hornbæk
Delivery incredibly fast (2 days!)
Delivery incredibly fast (2 days!)
Customer service even faster (response on non urgent query in less than 24h and I had reached out over the weekend!) and HUMAN! Definitely recommend!
Only small issue is awkward returns process via DHL center - not feasible outside of Dublin/city center.
September 26, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Jessica.
Thank you very much for the great feedback - we really appreciate it!
It makes us proud to hear that we manage to provide the service that is our goal - namely delivery as soon as possible and an always fast and helpful customer service.
I am sorry that you have had a difficult time returning with DHL, we will of course take that into account.
We will do our very best to make your customer experience just as good next time :)
Kind regards
Iben
Customer Service
Ilse Jacobsen Hornbæk
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Very fast delivery and easy to deal…
Very fast delivery and easy to deal with. Their sizes run very big. Caroline, IJ customer service agent was brilliant.
September 25, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear PDOS.
Thank you so much for taking the time to review your customer experience.
We greatly appreciate your feedback!
It depends on the style, how a product is sized, some materials expand, if there is fur in e.g. a shoe, we recommend a size larger, etc.
If you are in doubt about which size to choose, you are always very welcome to contact us again, then we will be happy to guide you.
We will do our very best to give you an equally good experience next time :)
Kind regards
Iben
Customer Service
Ilse Jacobsen Hornbæk
Fantastic, amazing en customer-oriented.
First of all, I want to note that the website is fantastic. Well-structured and clear by category. Ordering items is very easy. My order arrived within a few days. And then the service; excellent. Very customer-oriented, polite, and I was quickly and effectively assisted with my question. Ilse Jacobsen's products are amazing, highly recommended.
September 20, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Ingeborg.
Thank you very much for your in-depth feedback - we are incredibly happy that you have taken the time to do so.
It means a lot to us, that your customer experience has made you want to give us five stars!
We will do our very best to give you an equally good experience next time:)
Kind regards
Iben
Customer Service
Ilse Jacobsen Hornbæk
Reply from ILSE JACOBSEN HORNBÆK
Kære Mille.
Tak fordi du har taget dig tid til at anmelde din oplevelse af vores kundeservice. Vi sætter stor pris på din feedback og 4-stjerner.
Du er meget velkommen en anden gang:)
Bedste hilsner
Iben
Kundeservice
Super efficient Co and fabulous raincoats
Postage of my raincoat was super quick. One tiny issue with my order. I emailed on a Saturday not expecting a reply until Monday. I got a reply immediately and got to deal with the most helpful Daniel in customer service.
I’d buy again just because their customer service is so kind & helpful. Added bonus Raincoats are really stylish also.
Can’t recommend enough
August 26, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Jo.
Waow - what a great review, we really appreciate it! Thank you for taking the time to do it and even rating us with 5 great stars :)
You are very welcome some other time - we will do our very best to give you an equally good customer experience next time.
Kind regards
Iben
Customer Service
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A very enjoyable experience. Efficient and prompt.
I have enjoyed buying from this company. I now have 5 pairs of Tulip Shoes and have worn them every day since the purchase.
A word of advice though, go down a size as they do stretch a little (they do tell you this on the website).
They are a very easy company to deal with and very prompt in replying to any queries
August 25, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Norma.
Those were some lovely words - thank you for your feedback. We appreciate that very much!
Great to hear that you are enjoying your Tulip shoes - and even 5 pairs!
You are very welcome some other time, we will do our best to give you an equally good experience:)
Kind regards
Iben
Customer Service
The advisor was so helpful and directed…
The advisor was so helpful and directed my question.
Good customer service is very hard to find these days and it was lovely to chat to a real person who understood and responded quickly.
August 21, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Rebecca.
Thank you very much for your feedback, great to hear that we have succeeded in giving you what we aim for - to provide super customer service!
We will do our best to give you the same great experience next time:)
Kind regards
Iben
Customer Service
Great customer service
I bought the most gorgeous Ilse Jacobsen mac a few months ago and hadn't worn it in heavy rain until now and I couldn't get the zip to work. It's a 2 way zip and I've never had one before. I emailed the company and got an immediate response with a link to a video which explained exactly how the zip works, so I tried what was demonstrated and hey presto!! Very grateful for the fantastic post purchase customer service.
August 21, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Mrs. Cory.
Thank you very much for taking the time to review your experience with our Customer Service - we greatly appreciate your feedback!
It's great that we quickly solved your problem with the zipper.
We will do our best to provide you with the same good service should you need to contact us again:)
Kind regards
Iben
Customer service
Ilse Jacobsen Hornbæk
Fabulous, timeless fashion
Fabulous coat. Terrific Customer Service. My request was handled professionally, speedily and courteously.
Thank you Iben.
August 1, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear C. Mead.
Thank you for taking the time to review your experience with our Customer Service, and even giving us 5 great stars - we really appreciate that. Thank you very much!
You are very welcome if we can help you another time :)
Kind regards
Iben
Customer service
Ilse Jacobsen Hornbæk
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Excellent products/friendly service
Excellent products. Always helpful and fast service/replies. Friendly support.
I can recommend this shop.
August 15, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Gabriele.
Thank you very much for taking the time to review your experience of our Customer Service - 5 great stars, thank you very much!
Your feedback means a lot to us.
We will do our best to give you an equally good experience next time :)
Kind regards
Iben
Customer Service
Ilse Jacobsen
Never had better costumer service
What a helpful costumer service! I am astounded how easy it was to sort out my problem, only one email explaining my problem with the missing leather strap on my raincoat (my fault), and less than 24 hours later a positive reply and everything sorted out! :D they even offered to give me a leather strap for free and send it all the way to Iceland! :) every email friendly and on point, just very helpful!
August 14, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Valgeir.
Wow- what a headline!
We are very grateful for your feedback and the nice 5 stars - thank you!
We will do our best to give you an equally good service if it becomes relevant for you to contact us another time:)
Kind regards
Iben
Customer Service
Ilse Jacobsen Hornbæk
After a small mistake a very happy client.U.Jones.
After a small mistake the company very quickly saw that my wifes order was sent as fast as posible.It arrived today and perfekt to wear straight away.So one very happy client. With kind regards Ursula Jones. Switzerland.
August 7, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Ursula/Mr. Billy Jones.
Thank you for your review - it means a lot to us to have your feedback!
I am glad that we quickly corrected a minor mistake and hope you will be happy with the products.
You are very welcome a another time - we will do our best to give you an equally good experience :)
Best wishes
Iben
Customer service
Ilse Jacobsen Hornbæk
Prompt efficient service.strap replacement
Prompt efficient service.
Excellent company and my knew strap being posted out to me free of charge .
Excellent result.
July 26, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Hello Jeffrey,
Thank you so much for taking the time to write your kind review. We truly appreciate that.
We're extremely happy that you're satisfied with the solution, and we hope you get many more good years out of your raincoat.
Have a great summer!
Kind regards,
Customer Care
ILSE JACOBSEN HORNBÆK
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Customer Service 100%!!!
Unfortunately they don't accept American Express or PayPal as payment, so in the end I wasn't able to place my order...but the customer service contacted me re my order and they were absolutely super, quick to respond and very friendly!!! So a big 'thumb's up' for this store!!!!! Will be sure to order once they accept PayPal as payment!
July 25, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Hello Consuela,
Thank you so much for taking the time to write your kind review. We truly appreciate that.
We're working very hard to get PayPal implemented as fast as we can on our webshop, and we're looking forward to presenting it as a payment solution for our customers. We'll definitely be in touch directly with you, as soon as PayPal is up and running.
Again, thanks for taking the time to review us. We wish you a wonderful summer!
Kind regards,
Customer Care
ILSE JACOBSEN HORNBÆK
very clear fast response
June 19, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Samanda,
Thank you for taking the time to give us a review. We're happy and excited to hear about your positive experience with us.
Again, thank you for sharing.
Have a GREAT summer!
Kind Regards,
Custom Care
ILSE JACOBSEN HORNBÆK
Do NOT order from this website
Do NOT order from this website: WWW: isle Jacobsen Canada
They do not ship what they promised and now that I have read these reviews they do not ship to Canada. This website is a replica of the American website however it is a fraudulent site. I got charged for merchandise that I did not receive. Very disappointed.
June 26, 2023
Unprompted review
Reply from ILSE JACOBSEN HORNBÆK
Dear Jane.
Thank you for your email.
Unfortunately, we are exposed to our brand and images being used on fake websites.
We have a team of lawyers working hard every day, to get these fake webshops closed down as fast as possible.
Our own official website is called ilsejacobsen.com, and for American and Canadian customers we can refer to Amazon and Nordstrom.
We recommend that you always look carefully at the website you shop on. If everything in the shop is on sale with very large discounts, if there is poor image quality, spelling mistakes etc. then it is very likely a fake website.
If you are in doubt as to whether a website is legitimate, you are always welcome to contact us at webstore@ilsejacobsen.com
I wish you a lovely day🌱
Kind regards
Iben
Costumer Service
Ilse Jacobsen Hornbæk
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