Slø - not fast fashionReviews of slojeans.co

Response from Slø - not fast fashionFeb 14, 2025

Guenevere, First and foremost, we want to sincerely apologize for how long you had to wait—not just for your jeans, but for your refund. That’s not the experience you signed up for, and we take full responsibility for it. Your refund has now been fully processed, and while that doesn’t undo the frustration, we hope it at least brings some closure. We know that trust isn’t given—it’s earned. And for a while, we lost sight of what made Slø special. We got caught up in trying to grow too fast, made mistakes, and left too many customers, like you, feeling let down. That’s why we’ve spent the last several months rebuilding from the ground up—fixing our systems, restructuring our operations, and ensuring that what happened to you never happens again. Slø was built to challenge everything wrong with fast fashion—to create custom jeans that actually fit, made ethically and sustainably. And while we hit some serious roadblocks along the way, we’re finally in the place we always set out to be. Orders now ship on time, customer service is responsive and transparent, and we’re fully open about every part of our process. We know this doesn’t change your experience, and we wouldn’t expect you to give us another chance—but we just wanted you to know that if you ever do, things will be completely different. Thank you for your patience, even when we didn’t deserve it. And again, we are truly sorry for the way this played out. If there’s anything else we can do, please don’t hesitate to reach out. Best, Ralph & the whole Slø team

Response from Slø - not fast fashionFeb 14, 2025

Hey Paige, We completely understand your frustration, and we’re really sorry for everything you’ve been through. You waited far longer than you ever should have, and that’s on us. We made some serious mistakes over the past year—growing too fast, facing unexpected roadblocks, and getting caught in an operational and investor nightmare that slowed everything down. We should have handled it better. And while that’s no excuse for how long you waited or how impersonal our responses may have felt, we want to be upfront about what happened—and take full responsibility for it. Your refund has now been processed, and while that doesn’t erase the frustration and disappointment you’ve felt, we do hope it at least brings some closure. Slø started as a passion project—just a small team trying to change the way fashion works, making high-quality, ethical, made-to-order jeans that actually fit. And at the beginning, it was incredible—our launch was one of the biggest in US fashion history, and thousands of people believed in us. But with that momentum came challenges. We had to build our own factory, overhaul production, and restructure everything from the ground up. It wasn’t easy, and along the way, we lost sight of what mattered most: the trust of our customers. That’s why we’ve spent the last several months fixing everything—getting back to what made Slø special in the first place. Orders now ship on time, our team is fully in control, and we’re committed to radical transparency. No more corporate nonsense, no more delays, just great jeans and a brand you can trust again. We know this doesn’t change your experience, and we wouldn’t expect you to give us another chance—but if you ever do, we promise you’ll see a completely different Slø. Thank you for giving us a chance in the first place, even if we didn’t live up to what we promised you. If there’s anything else we can do to make things right beyond the refund, please don’t hesitate to reach out. Wishing you all the best, Ralph & the whole Slø team

Response from Slø - not fast fashionJan 20, 2025

Izzy, I'm Ralph, the COO of Slø, and I want to personally address your detailed review. As one of our original supporters from our first launch, your feedback is particularly important to us. Let me be absolutely clear about the lifetime discount - it is absolutely still valid and available to you. This is non-negotiable and we stand by this promise 100%. Please email me directly at [email protected] about this - I always respond quickly and can confirm your specific benefits immediately. Regarding your shipping situation since September, I understand your frustration completely. The delay with our shipping partner has been a nightmare. While we've identified the root cause, they're moving at a glacial pace to sort through and account for every package. I'm pushing them daily, and packages are slowly moving, but frankly, their performance has led us to decide to end our relationship with them. About the store credit system - we're finalizing the technical implementation right now and it will be ready within the next week. It's taken longer than anticipated because we needed to build something more robust than what Shopify offers by default, but it will ensure all benefits - including your free shirt - are properly tracked and honored. About the adjustable size feature - I hear your disappointment about its removal. We made this decision based on customer feedback and production efficiency, but your comment makes me think we should revisit this option for future designs. I appreciate your frustration, especially as a long-time supporter. We're now delivering all new orders within 30 days of measurements being submitted, or we offer a full refund. While this comes too late for your current order, I want you to know that we're working tirelessly to resolve these outstanding issues. Please do email me about your lifetime discount. I want to make sure you have all the benefits you were promised. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionDec 3, 2024

Tatyana, A two-year wait since September 2022 is absolutely unacceptable - there's no good justification for this experience. As I mentioned in my email to you yesterday, I want you to know that I've recently been in detailed discussions with our shipping partners and some new information has come to light. I will be personally emailing all affected customers by the end of this week with a full explanation and resolution. I understand your frustration with the excuses and delays. You were one of our earliest supporters, and we failed you. While we can't undo the past two years, I promise you'll have a concrete resolution within days. I am also going to give you $250 of store credit, your jeans delivered at last, and a refund too. You deserve to have been one of our unluckiest customers, disappointed again and again and again. I'm so sorry for the experience you had. When I do get you your jeans, I hope that at least will begin to restore your faith in us and our mission which, having joined 2 years ago, I know you once must have believed in. Regardless of the final outstanding shipping issues which I believe I have finally round a lasting resolution to this week, we are now a very different company than we were in 2022. We've completely overhauled our production and delivery systems, and we're now delivering all new orders within 30 days of measurements being submitted, or we offer an immediate refund. While this comes far too late for your experience, I want you to know that customers like you have driven these essential changes. Please watch for my email this week. If you don't receive it by Friday, please contact me directly at [email protected]. Best regards, Ralph de Lisle

Response from Slø - not fast fashionDec 3, 2024

Hey Lexi! Thanks so much for sharing your Slø experience with us! We're so glad you feel the wait was worth it and that you're loving your custom-fit jeans. You're right - there were some shipping hiccups along the way, and we're really grateful for your understanding about that. It means a lot to hear that you found our communication helpful throughout the process. Your appreciation of our sustainable and ethical practices makes us so happy. It's customers like you who understand our mission that keep us motivated to keep pushing forward. The good news is, we've made even more improvements since your order! We're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund. No more long waits! Thanks again for your support and kind words. We're delighted to have you as part of the Slø family. Stay groovy, The Slø Team P.S. If you have any ideas about what you'd like to see from us in the future, we'd love to hear them!

Response from Slø - not fast fashionNov 20, 2024

Minna, Ralph here. I want to personally address your review. Your frustration and disappointment are completely valid - this is not the experience we want for any customer. First, let me be clear: your jeans will be delivered within the next 3 weeks. I know this might sound like another empty promise, but we're finally in a position where we can say this with certainty. You're absolutely right about our communication failures. Waiting since April with sporadic updates only when you reach out? That's unacceptable. I want to be transparent about what's been happening: we've been severely underresourced in customer service, and I've personally been handling hundreds of customer tickets per day. This has forced me into a reactive mode, constantly on the back foot trying to keep up, rather than providing the proactive communication you deserve. It's been the hard reality of the past few months, but we're nearly out of the woods now and building the infrastructure to provide the level of service our customers should expect. I'm sharing all of this in such a public space because transparency isn't just something we talk about - it's a core value we hold ourselves to, even when it means acknowledging our shortcomings. Running a startup means facing tough challenges, and while we've stumbled in our execution, we've never wavered from our commitment to being honest with our community about where we are and where we're headed. We're not just a jeans company - we're trying to revolutionize how clothing is made, creating a sustainable, ethical alternative to fast fashion. But our bigger mission doesn't excuse letting our customers down. You took a chance on supporting a startup, and we didn't deliver on our promises. The good news is that these hard lessons haven't been in vain. We're relaunching in December with completely overhauled systems and processes that finally let us deliver on our promises: custom-fit jeans, made ethically, delivered within 30 days or you get your money back. No more uncertainty, no more endless waits. I know we've let you down, but I'd like to challenge you to test us when we relaunch. We'll show you what we've learned from all these growing pains. If we don't deliver within 30 days, we'll refund you immediately. Thank you for your honest feedback. It's helped drive the improvements we're making. If you have any questions or concerns in the meantime, please reach out to me directly at [email protected]. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionNov 9, 2024

A, Your frustration is completely justified, and I sincerely apologize for this ongoing saga with your order. First, I want to confirm that your exchange jeans are currently with our shipping partner, and you will receive them within the next 2-3 weeks. I know this feels like another promise after so many delays, but I want to explain what's been happening behind the scenes. The core issue has been an unprecedented challenge with Turkish customs. We discovered that international direct-to-consumer fulfillment from Turkey simply didn't exist before Slø - it was all commercial bulk exports. We've literally had to work with customs brokers to change Turkish export laws to allow "micro-exports" directly to individual customers. In my 15 years of operations experience, I've never encountered anything like this. However, I understand that these explanations, while true, don't make up for your terrible experience. The 10cm sizing error was unacceptable, and the months of waiting for your exchange is even worse. You deserved better communication and faster resolution. As an immediate step, I'm authorizing a full refund for your order. Please email [email protected] to process this. Your exchange jeans will still be delivered to you with our compliments. The past two years have been an intense learning curve. No one in the fashion industry has attempted a scalable made-to-order model like this before, but that's not an excuse for letting our customers down. We've been working tirelessly to improve our processes, from sizing accuracy to production timelines. We're about to launch a completely new production process based on everything we've learned, ensuring accurate fit, consistent quality, and timely delivery - or we refund customers immediately. We're now delivering new orders within 30 days or offering immediate refunds. I know this comes too late for your experience, but I want you to know that your feedback has helped drive these improvements. I understand if we've lost your trust. Your experience is exactly what we're working to ensure never happens again. Thank you for your patience and for sharing your honest feedback. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionOct 30, 2024

Andrea, I am so sorry you have been messed around so much in the process of waiting for your orders, and that you have been disappointed having received them. I want to address your experiences with both orders and make this right for you. First, I sincerely apologize for all the issues you've faced. Your detailed review highlights several serious problems - the 7-month wait for your first pair, the fit issues, the inconsistent communication, the broken promises about delivery times, and the non-updating tracking number. Each of these is unacceptable on its own; together, they represent a complete breakdown in our service to you. I apologize. Regarding your first order from early 2023: The fit issues you described with the right leg and outer seam twisting to the front is a rare and subtle issue from the cutting process. When they were being constructed, that pattern piece was cut on the wrong grainline. Woven fabrics have threads running perpendicular to each other, and there is a "straight grain" - this grain usually runs vertically down the garment in order to have your clothes hang right. It is likely that when they cut out that piece or pieces, they rotated the piece in order to have it fit into the amount of fabric they have, causing it to no longer be cut on the straight grain. For your April 2024 order: The communication gaps and unfulfilled promises were completely unacceptable. I am now managing all customer service communications myself. Whilst I have been myself frustrated that the information I was given was incorrect, this was obviously much more frustrating for you who received multiple inaccurate timelines from me as a direct result. Once again, I am so sorry for that. We have been working tirelessly to clean up our data and I expect now our timeline accuracy is greatly improved. Your point about trust is particularly important to us. We've failed to earn your trust twice now, and that's something I and the team here take very seriously. While we've made significant changes to our operations - we now deliver all new orders within 30 days of measurements being submitted, or we offer a full refund - I understand that these improvements come too late for your experience with us. But I hope that you will try us again once you receive your order after long shipping delays form our shipping partner, which we have now resolved. I received your email this morning and have refunded you now. I am sorry that you had to chase me on that. That was my mistake for missing that until now due to the high volume of emails I have been handling. Your feedback about wanting to support us as a company trying to change the fashion industry, only to be let down repeatedly, really hits home hard. I am truly sorry that we have disappointed you to date. I do hope that once your jeans finally arrive in the next couple of weeks we can begin to win that trust back. We're working hard to be worthy of that vision, but we clearly let you down. Thank you for taking the time to share your detailed experience. Best regards, Ralph de Lisle Chief Operating Officer, Slø