Is something going on with Fjallraven?
February 3, 2024 6:29 PM Subscribe
I guess that's a pretty vague question. More accurate might be "is Fjallraven still a legitimate company" or something along those lines. We're having some problems getting items we ordered from them in September.
They had a massive sale at the end of the summer and we ordered two bags. We kind of forgot about the order (we're in the US and figured it would take some time for them to get to us), but when they still hadn't shown up by early December my boyfriend emailed them to find out the status. At first they said the order had been delivered, then they said they had run out of stock and would be getting replacement inventory in 3-5 days, then they said they had to look into the issue. Each response from them included an offer for us to get a refund instead of them fulfilling the order.
About a month ago they were back to "we're getting inventory and it should be 3-5 days" and now they're ghosting us. We don't want a refund; we want the bags. But if they're never going to show up, I'll guess we'll take the refund but for some reason we're getting a sketchy vibe here and I'm concerned about doing any sort of financial transaction with them, even if it's to theoretically get money back from them.
This company has been around for quite some time so I'm really not understanding what's going on here. (Yes, I'm sure we ordered from the company and not some scammy third-party site.) Is this normal operating procedure for them? Will we ever get our bags? I'm especially interested in hearing from anybody else who ordered bags during that same sale late August/early September.
They had a massive sale at the end of the summer and we ordered two bags. We kind of forgot about the order (we're in the US and figured it would take some time for them to get to us), but when they still hadn't shown up by early December my boyfriend emailed them to find out the status. At first they said the order had been delivered, then they said they had run out of stock and would be getting replacement inventory in 3-5 days, then they said they had to look into the issue. Each response from them included an offer for us to get a refund instead of them fulfilling the order.
About a month ago they were back to "we're getting inventory and it should be 3-5 days" and now they're ghosting us. We don't want a refund; we want the bags. But if they're never going to show up, I'll guess we'll take the refund but for some reason we're getting a sketchy vibe here and I'm concerned about doing any sort of financial transaction with them, even if it's to theoretically get money back from them.
This company has been around for quite some time so I'm really not understanding what's going on here. (Yes, I'm sure we ordered from the company and not some scammy third-party site.) Is this normal operating procedure for them? Will we ever get our bags? I'm especially interested in hearing from anybody else who ordered bags during that same sale late August/early September.
Best answer: The company itself is still legitimate. Fjällräven is from my hometown of Örnsköldsvik. I drove by their headquarters and stopped in their original store just a few weeks ago.
I bought a tent from them last year (the Abisko Dome 2), which has been a great investment for 4-season camping in windy places. But I wanted the footprint for the tent, which was completely unavailable outside Sweden. It still is, far as I can tell. My dad had to order and buy it in the physical local store and ship it to me.
I think they have inventory issues in general, to be honest. My understanding is that they do a lot of production in Vietnam and other places in Asia, including China. There are a lot of supply chain issues right now, and they may have an issue meeting their orders/doing fulfillment.
I would be feeling like they were sketch too, given your experience. However, I don't see any reason not to ask them for a refund if you don't want to wait for the product to be delivered.
Also, which email have you been communicating with? Have you called them?
The Swedish-language website has U.S. customer service as 1-855-996-3746, help@fjallraven.us.
It sucks to order things online and getting the runaround when your things don't arrive... I hope you get your stuff!
posted by gemmy at 7:24 PM on February 3, 2024 [9 favorites]
I bought a tent from them last year (the Abisko Dome 2), which has been a great investment for 4-season camping in windy places. But I wanted the footprint for the tent, which was completely unavailable outside Sweden. It still is, far as I can tell. My dad had to order and buy it in the physical local store and ship it to me.
I think they have inventory issues in general, to be honest. My understanding is that they do a lot of production in Vietnam and other places in Asia, including China. There are a lot of supply chain issues right now, and they may have an issue meeting their orders/doing fulfillment.
I would be feeling like they were sketch too, given your experience. However, I don't see any reason not to ask them for a refund if you don't want to wait for the product to be delivered.
Also, which email have you been communicating with? Have you called them?
The Swedish-language website has U.S. customer service as 1-855-996-3746, help@fjallraven.us.
It sucks to order things online and getting the runaround when your things don't arrive... I hope you get your stuff!
posted by gemmy at 7:24 PM on February 3, 2024 [9 favorites]
Best answer: Recent Trustpilot reviews mention delivery issues.
posted by Iris Gambol at 7:27 PM on February 3, 2024 [1 favorite]
posted by Iris Gambol at 7:27 PM on February 3, 2024 [1 favorite]
If they ordered late in the summer they’re certainly past the window for credit card disputation.
posted by sesquipedalia at 8:22 PM on February 3, 2024 [1 favorite]
posted by sesquipedalia at 8:22 PM on February 3, 2024 [1 favorite]
I ordered from them and they took 6 months to get it to me. I had honestly forgot I ordered it and was so surprised one day the backpack showed up. It had a bunch of Asian characters on the outside packaging. I am 100% positive I ordered from the real site.
posted by spacebologna at 7:49 AM on February 4, 2024 [1 favorite]
posted by spacebologna at 7:49 AM on February 4, 2024 [1 favorite]
Hmm, I ordered from Fjallraven online last year twice and received a confirmation shipping emails promptly (June 19 order within two days day and the August 21 order within one day). The shipments arrived promptly. I live in Manhattan and the Fjallraven store is a couple blocks away in Nolita but I ordered through their website. It looks like it was shipped Economy within the US and their North America offices are in Colorado. I don't think they are shipping your bags internationally. They might have just run out of the item you were ordering because of the big sale.
posted by ichimunki at 4:08 PM on February 4, 2024 [1 favorite]
posted by ichimunki at 4:08 PM on February 4, 2024 [1 favorite]
Response by poster: Thanks everybody, and especially to gemmy. We just contacted them through the customer service info you provided and apparently this was a scam. Ugh. Pretty sure I got the sale info and the link from NY Magazine so I was sure that was legit. Oh well.
We're going to still try to dispute the charges w/credit card company even though this was from some time ago, and cease all comms with the original weirdos.
posted by queensissy at 11:07 AM on February 6, 2024 [1 favorite]
We're going to still try to dispute the charges w/credit card company even though this was from some time ago, and cease all comms with the original weirdos.
posted by queensissy at 11:07 AM on February 6, 2024 [1 favorite]
Oh no! That's not fun. I'm sorry that this happened to you. I hope you can dispute the charges and get your money back. Just goes to show that you can never be too careful.
posted by gemmy at 12:49 PM on February 7, 2024 [1 favorite]
posted by gemmy at 12:49 PM on February 7, 2024 [1 favorite]
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