Slø - not fast fashionReviews of slojeans.co

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 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 15, 2024

Dear Hannah, I'm Ralph, the COO of Slø, and I want to personally respond to your review and experience with us. First off, I want to sincerely apologize for the incredible mess we've made of your order. The delay you've experienced since December is absolutely unacceptable, and your frustration is completely understandable. I know I've been in touch with you by email this morning, but I wanted to address your concerns publicly as well. As discussed, we've processed a full refund for your order. We understand that this doesn't make up for the months of waiting and unclear communication, but we hope it's a start. Despite the refund, we're still going to send you your jeans. They're very close to being shipped, and we want you to have them after all this time. We hope that when you receive them, you'll find them worth the wait, but we completely understand if your experience has left a sour taste. We've taken your feedback about our customer service to heart. You're right - repeatedly saying "there was a delay" without providing clear information is not good enough. We're overhauling our communication processes to ensure this doesn't happen in the future. I want you to know that we've made significant changes to our production process. We're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund. We're committed to never putting another customer through the experience you've had. Once again, I'm deeply sorry for letting you down. We appreciate you taking the time to share your experience, as it helps us improve. If you have any further concerns, please don't hesitate to reach out to me directly. Stay groovy, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionOct 14, 2024

Dear Sarah, I'm Ralph, the COO of Slø, and I want to personally address your review and experience with us. First and foremost, I sincerely apologize for the frustration and disappointment you've experienced. I understand you placed your order in January 2024, and the wait you endured was unacceptable. We've since made significant improvements to our production process, and we're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund. Regarding your order, I want to clarify a few points: 1. We processed a full refund for you in July, and we're glad you still received your jeans despite this. 2. About the second pair: This was a free add-on, contingent on having extra stock from previous production. We offer a coupon code when we run out of jeans in a customer's size. I'd be happy to provide this code to you if you email me directly on my email below. 3. Regarding the fabric thickness: It sounds like you may have accidentally chosen our thinner 10.5oz fabric option. This was a popular choice, requested by over 90% of 700,000 respondents in our 2022 survey. However, we do offer a thicker 13.5oz fabric for those who prefer it which is more like a traditional thick denim. 4. I'm truly sorry about the poor fit you experienced. We'd like to offer you a free remake to address this issue. Despite the refund we've already provided, I'd be happy to arrange this for you given the long wait you endured. Please email me directly, and I'll send you our returns and exchanges form. 5. As mentioned earlier, we've resolved the issues causing delays. New orders are now produced and shipped within 30 days, so any remakes or future orders won't involve a long wait. I understand your disappointment, and we want to make this right. Please reach out to me at [email protected], and we'll work on getting you a pair of jeans that meet your expectations. Thank you for your feedback. It really does help us continue to improve our products and services. Best regards, Ralph de Lisle Chief Operating Officer, Slø [email protected]

Response from Slø - not fast fashionOct 7, 2024

Dear Jessica, I'm Ralph, the COO of Slø, and I want to personally address your review and recent experience with us. First and foremost, I want to offer my sincerest apologies for the disappointment and frustration you've experienced. Your feedback is incredibly valuable to us, and we take it very seriously. The 9-month wait you endured is completely unacceptable, and I'm truly sorry for this extensive delay. We've made significant changes to our production process, and we're now able to deliver all new orders within 30 days of measurements being submitted. I'm deeply concerned about the issues you've raised regarding the quality, fit, and the missing second pair of jeans. This is far from the standard we aim for, and I'd like to make this right for you. Regarding the fabric weight and style, I want to explain that our decisions were based on extensive customer feedback. We surveyed over 700,000 people, and more than 90% requested thinner fabric. However, your experience shows us that we need to better communicate these choices and perhaps offer more options to cater to diverse preferences. I understand your reluctance to engage further, but I'd be grateful for the opportunity to learn more about the specific issues you encountered with the fit and quality. Your insights could be invaluable in helping us improve. We're committed to delivering jeans that meet the highest standards of quality and fit. While we've fallen short in your case, we're dedicated to continual improvement. Once again, I sincerely apologize for your negative experience. We will process your full refund immediately. If you're willing to share any additional feedback or discuss this further, please don't hesitate to reach out to me directly at [email protected]. Thank you for your honesty. We appreciate the time you've taken to share your experience, as it helps us in our mission to do better. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionOct 2, 2024

Miranda, Thank you for your review. I appreciate your feedback is incredibly valuable to us, and we take it to heart. First off, we want to sincerely apologize for the communication issues you experienced. We know how frustrating it can be to feel out of the loop, and we've been working hard to improve our customer service. We've recently overhauled our communication systems to ensure more timely and transparent updates. I see from our records that you received two pairs of jeans after we processed a full refund on 5th May and we also provided a coupon for a free pair. We hope this goes some way towards making up for your negative experience. Best regards, Ralph

Response from Slø - not fast fashionSep 17, 2024

Dear Kim, I'm Ralph, COO at Slø. I want to personally address your concerns and apologize for the frustrating experience you've had with us. Your disappointment is completely justified, and I take full responsibility for the issues you've faced. First and foremost, I want to offer you a full refund for your order. I'll process this immediately, and you should see it reflected in your account within 3-5 business days. Please let me know if you don't receive it. I understand you feel like you've been messed around, and I'm truly sorry for that. We've been working tirelessly to improve our processes and communication. The latest delay you've experienced is due to an unexpected customs issue with our shipping partner, which is unfortunately out of our direct control. However, I want to assure you that we're doing everything in our power to resolve this. Your package will be with you in less than 2 weeks. Regarding the t-shirt, I sincerely apologize for the confusion. You're right - we should have better managed our inventory for promised items. We've learned from this mistake and are implementing new systems to prevent it from happening again. Our website is currently on hold for our October launch, which is why you're seeing a waitlist. Your promo code will be valid when we relaunch, and our prices will return to our standard $99. I understand this doesn't make up for your experience, but I want you to know it will be there if you ever decide to give us another chance. We've made significant improvements in our operations. We're now able to deliver all new orders within 30 days of measurements being submitted, or we offer money back. This is a huge leap forward from our earlier timelines. I know words may ring hollow at this point, but I want you to know that your feedback is invaluable in helping us improve. We're committed to doing better and living up to the expectations of our customers. Once again, I sincerely apologize for your experience. 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