Slø - not fast fashionReviews of slojeans.co

Response from Slø - not fast fashionAug 3, 2024

Dear Diana, I'm Ralph, COO for Slø. First and foremost, I want to apologize for the delay in responding to your review. Your feedback is extremely important to us, and it should have been addressed much sooner. I am in the process of transforming our whole customer experience function and responding, albeit late, to your review is part of this process. I'm deeply sorry to hear about your experience with ill-fitting jeans, the quality issue with the hook, and our failure to accept the return. This, coupled with our unacceptable delay in responding to your emails, falls far short of the service we aim to provide. Your review highlights critical areas where we urgently need to improve, and I want you to know that we're taking immediate action to address these issues. Here's what we're doing to transform our customer service and communication: 1. Kristian and I are now living, sleeping, and working at our factory in Istanbul to oversee every aspect of our operation and ensure we deliver on our promises. 2. We're completely overhauling our customer service team, implementing new training and response protocols to ensure prompt, helpful replies within 24 hours. 3. We're revamping our return policy and process to be more customer-friendly, ensuring that issues like yours are resolved quickly and satisfactorily. 4. We're implementing a new quality control system to catch and correct issues like the hook you mentioned before jeans leave our factory. To make amends for your disappointing experience, I'd like to offer you: - A full refund for the jeans you received, even if you've worn them. Please contact me directly at the email below to arrange this. - A complimentary pair of our new V6 Jeans, this time, a partect fit. - A 30% lifetime discount on all future Slø products. I understand if you're hesitant about giving us another chance, but I hope you'll allow us to demonstrate how we've improved. If you accept, I'll personally oversee the production of your new jeans and keep you updated throughout the process. At Slø, we're committed to revolutionizing the fashion industry with truly personalized, sustainable jeans. It's been a challenging journey, but feedback like yours is crucial in helping us improve and achieve our vision. Thank you for your honesty. If you have any questions or concerns, please don't hesitate to reach out to me directly at [email protected]. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionMar 14, 2024

Hi Flora, I am sorry that we weren't able to help you with the sizing issues with your pair of jeans. I understand that our policies are different compared to other online clothing brands, and this is primarily because we are a made-to-order company and only commence production once an order is received. That being said, we certainly don't believe our policies override the law and I am sincerely sorry that this was the impression left. The pictures we request from our customers during the size-related exchange process are to help us understand where we have gone wrong with sizing, and to determine a new size so we can put a pair of replacement jeans into production. As mentioned before, our sizing system is a work in progress, and we are working hard on simplifying the sizing procedure so we can provide the perfect fit. I am sorry that we weren't able to come to a resolution for your case and for that reason, I have gone ahead and refunded you completely. Abhi