Clare M.
I placed an order in March of 2023...and still no clear answer
I placed an order in March of 2023. No updates to tracking info, multiple emailed requests that get ai generated or form fill outs and promises of a credit when I all I want is my money back. They are no means for a customer to double check information. There needs to be a way to get a tangible refund, a gift card, gift code or even an app transfer (e.g. venmo, paypal etc.). There is no list of "team members" to confirm who is who or if they are real. I am done, just done
Response from Slø - not fast fashionAug 26, 2024
Dear Clare, I'm Ralph, COO of Slø, and I want to personally address your concerns and disappointment. I sincerely apologize for the frustrating experience you've had with your order from March 2023. First, I want to confirm that I've issued a full refund of $75 for your cargo jeans. This refund has been processed, and you should see it reflected in your account soon. I understand that the lack of updates, automated responses, and communication issues have been incredibly frustrating. You're right - we need to do better. We're currently overhauling our customer service system to ensure more personalized, prompt responses and clearer communication channels. Regarding the shipping delays, we've recently encountered unexpected customs issues that have slowed down packages leaving Turkey. I take full responsibility for not having this information before sending out timeline estimates to our customers. We're actively working to resolve this, including meeting with a customs broker to streamline the process going forward. Despite the refund, your jeans are still on their way to you. While we expect them to arrive within 2 weeks, please allow up to 3 weeks due to the current customs situation. I want you to know that your feedback is invaluable in helping us improve. We're committed to transparency and are working hard to address the issues you've raised. We've recently implemented changes that allow us to deliver new orders within 30 days, and we're continuously working to enhance our customer service. I understand if you've lost faith in us, but I hope you'll give us a chance to prove ourselves with your incoming jeans. If you have any further concerns or feedback, please don't hesitate to reach out to me directly at [email protected]. Thank you for your patience and for holding us accountable. We're determined to do better. Best regards, Ralph de Lisle Chief Operating Officer, Slø