Slø - not fast fashionReviews of slojeans.co

Response from Slø - not fast fashionAug 26, 2024

Dear Jessica, I'm Ralph, the COO of Slø, and I want to personally address your review and experience with us. First, I sincerely apologize for the frustrating journey you've had since your initial order in February 2023. Your disappointment is completely understandable, and we take full responsibility for the issues you've faced. I recently communicated with you over email about your order, and I want to confirm that your exchange of 6 pairs of jeans for you and your husband will be delivered within the next 3 weeks. I understand this comes after a long period of delays and unclear updates, and for that, I am truly sorry. The sizing issues you experienced were unacceptable. During the February 2023 launch, we encountered problems with our third-party virtual sizing application - new tech tried for the first time. While they've improved their service, we're actively exploring other options to further optimize the accuracy of sizing data. Changing your order size without notification was a serious error on our part, and we've implemented safeguards to prevent this from happening again. I want you to know that we're working tirelessly to improve our processes. As COO, I've personally taken over the customer service function for Slø because it's crucial that our customers receive accurate and regular updates on their orders, especially when wait times are longer than usual. I sincerely apologize for the long period of lack of communication and for the miscommunications around timelines being always "on their way soon". This is not the level of service we aim to provide, and we're committed to doing better. The good news is that we've made significant strides in our production process. 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 improvement from our earlier timelines. To make amends for your frustrating experience, I'd like to offer you a partial refund. While you'll still receive your jeans in 3 weeks, we believe it's important to acknowledge the inconvenience you've faced. What matters most to us now is that when your jeans do arrive, your patience is rewarded with perfectly sized jeans that you and your husband will love. We're committed to making this right and regaining your trust. Thank you for your honest feedback. It's invaluable in helping us improve. If you have any further 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 fashionAug 19, 2024

Hi there, I'm Ralph from Slø, and I want to personally address your concerns and disappointment. First, I sincerely apologize if I've missed any of your emails. I've been handling customer service directly, dealing with a high volume of tickets, and sometimes emails slip through the cracks. This is not an excuse, but an explanation, and I'm truly sorry for the lack of communication you've experienced. I'm deeply sorry for the frustrating experience you've had with your order from March. The long delay and lack of updates fall far short of the service we aim to provide. I understand your patience as a supporter of a young, starting business, and I'm disappointed that we've let you down. At Slø, our mission is to revolutionize the fashion industry by creating sustainable, personalized jeans that fit perfectly and are accessible to everyone. We're building a first-of-its-kind production system that aims to end fast fashion for good. This journey has been incredibly challenging, and we've faced numerous hurdles in developing and scaling this unique process. We're learning and improving every day, but we acknowledge that our growing pains have significantly impacted our customers, and for that, we are truly sorry. I want to assure you that we're taking concrete steps to improve our service: 1. We're implementing a new order tracking system to provide real-time updates. 2. We're expanding our customer service team to ensure prompt, personalized responses. 3. We're overhauling our production process to dramatically reduce wait times. Regarding your refund request, I sincerely apologize for the difficulty you've had in obtaining it. I would be more than happy to process your refund immediately. Please email me directly at [email protected], and I will personally ensure that your refund is processed as soon as possible. We're committed to making this right and to delivering on our promise of changing the fashion industry for the better. Your feedback is crucial in helping us improve and achieve this goal. Thank you for your patience and for giving us the opportunity to make this right. We're determined to learn from this experience and provide the level of service that matches our commitment to sustainable, personalized fashion. Best regards, Ralph Slø

Response from Slø - not fast fashionAug 19, 2024

Dear Susanna, I want to personally address your concerns and disappointment. Thank you for your honest feedback and for backing us from the very beginning. I want to address your concerns about the fabric quality and apologize for the frustrating experience you've had with your order. As pioneers in sustainable, personalized denim, we've faced challenges with suppliers that have sometimes led to inconsistencies in our fabric quality. This is part of the learning process in creating a revolutionary product, but we understand it's disappointing when the product doesn't meet expectations. I'm excited to share that we've made significant strides in this area. Our new V6 jeans represent a major leap forward in quality and durability. We've partnered with new suppliers who share our commitment to sustainability and quality, resulting in a fabric that's more durable, longer-lasting, and even more environmentally friendly than before. The delays in shipping and sizing issues you experienced are also areas we've worked hard to improve. We're committed to delivering not just a superior product, but also a better overall experience for our customers. Your feedback as an early supporter has been invaluable in driving these improvements, and I sincerely apologize that your experience didn't meet the high standards we set for ourselves. At Slø, our mission is to revolutionize the fashion industry by creating sustainable, personalized jeans that fit perfectly and are accessible to everyone. We're building a first-of-its-kind production system that aims to end fast fashion for good. This journey has been incredibly challenging, and we've faced numerous hurdles in developing and scaling this unique process. We're learning and improving every day, but we acknowledge that our growing pains have impacted our customers, and for that, we are truly sorry. We're a mixed team of women and men who are passionate about this mission. However, we've clearly fallen short in delivering on our promises to you. Here's what we're doing to address these problems: 1. I'm currently working at our factory in Istanbul to personally oversee production and quality control. 2. We're implementing a new, more accurate measurement system to ensure better fits. 3. We've upgraded our fabric sourcing to improve quality while maintaining sustainability. 4. We're expanding our customer service team to provide faster, more responsive support. Regarding the request for additional funding, I apologize if this came across as insensitive given your experience. Our intention is to continue improving and growing to realize our mission, but we understand that this request may have been poorly timed. To make amends for your disappointing experience, I'd like to offer you: - A full refund of your original order (please get in touch with me directly on my email below to arrange that). - A complimentary pair of our new V6 Jeans, which have improved fabric quality and sizing accuracy. - A personal fitting session to ensure the perfect fit. - A 35% lifetime discount on all future Slø products. I understand if you're skeptical about accepting this offer. If you're willing to give us another chance, I'll personally oversee the production of your new jeans and keep you updated throughout the process. We value your support and feedback immensely. It's helping us become the company we've always aimed to be - one that truly revolutionizes personalized, sustainable fashion. Please feel free to reach out to me directly at [email protected]. I'm committed to resolving this situation and restoring your trust in Slø. Thank you for your honesty and for being with us from the beginning. We're determined to make things right and to deliver on our mission of changing the fashion industry for the better. Best regards, Zeena - [email protected] Slø

Response from Slø - not fast fashionAug 14, 2024

Hi there, I'm Ralph, COO for Slø. Thank you for sharing your experience. Your feedback is extremely important to us, and I want to address your concerns personally. I'm deeply sorry for the frustrating experience you've had with your order from January. The delays in processing, production, and shipping, coupled with the lack of proactive communication, fall far short of the service we aim to provide. I sincerely apologize for the uncertainty and disappointment you've experienced. I want to assure you that this is not a scam. We are a legitimate company working hard to revolutionize the fashion industry with personalized, sustainable jeans. Our mission is to end fast fashion for good by creating a new model of clothing production that is both environmentally friendly and tailored to each individual customer. The challenges we've faced in building this new model have been significant. Unlike mass manufacturing, where standardized sizes are produced in bulk, our process involves creating a unique pair of jeans for each customer. This includes custom sizing, personalized designs, and sustainable production methods. While this approach is more complex and time-consuming, we believe it's worth it to create a more sustainable and customer-focused fashion industry. Whilst any tailor in the world will do this for you for a large amount of money. The challenge for us is doing this at scale and for an accessible price point. If we achieve this, we can and will defeat fast fashion and the horrendous impact it has. But it is a learning process, I am afraid. I am sorry you have suffered for us to learn these critical lessons. However, these challenges do not excuse the delays and communication issues you've experienced. Here's what we're doing to address these issues: 1. I'm currently living and working at our factory in Istanbul to personally oversee production and shipping. 2. We're implementing a new, accurate order tracking system to provide real-time updates. 3. We're expanding our customer service team to ensure prompt, personalized responses. To make amends for your poor experience, I'd like to offer you: - A full refund of your original order. - A complimentary pair of our new V6 Jeans, which I'll personally oversee from production to delivery. - A 30% lifetime discount on all future Slø products. I understand if you're skeptical about accepting this offer. If you're willing to give us another chance, I'll personally handle your order and provide regular updates throughout the process. Please reach out to me directly at [email protected] to confirm your acceptance of this compensation. I'm committed to resolving this situation and restoring your trust in Slø. Thank you for your patience and honesty. Your feedback is crucial in helping us improve and achieve our mission of revolutionizing the fashion industry. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionAug 5, 2024

Hi there, First and foremost, I want to apologize for the delay in responding to your review and the lack of follow-up after our initial communication. I have 1000+ customers that I am communicating with all at once at this time, and I really do appreciate you bearing with me, and chasing me if necessary. Thank you and apologies again. I also hate auto-responses, but they are an unfortunate and necessary measure when handling so many tickets with such a small team. I am fixing all these issues and have to prioritize finding solutions over communicating with customers. As a result, I am very confident that your jeans are in the batch that's just left to be shipped, which is the most recent update I have given to customers. Again, I am very sorry to have missed your query. If you let me know your order number at [email protected], I can confirm your delivery timeline for you. I have been updating hundreds of customers with that information and I am very sorry that I have not managed to get to your case yet. Most are receiving their jeans within the next 7 days. I understand your frustration with the lack of progress on your order since January and the prolonged "preparing" status. This is one of the core issues that I am also focusing on finding a solution to and have come to the factory in Istanbul to change it. That transformation project is going well. Customers in the future can look forward to receiving their jeans within 30 days every time. To address your concerns and make amends, I'd like to offer you the following: - A full refund of your original order. - A complimentary pair of our new V6 Jeans, so you can experience the 30-day delivery widow first-hand. - A 30% lifetime discount on all future Slø products. I understand if you're skeptical about the fit after so much time has passed. If you choose to accept the offer of new jeans, we'll work with you to ensure we have your most current measurements for a perfect fit. At Slø, we're pioneering a new approach to sustainable, personalized fashion. This journey has presented unique challenges the road to solving these problems is a difficult one, but no great idea was turned into a functioning reality without a great many mistakes. I am sorry you have been affected so badly by our mistakes on that road. We're taking decisive action to address these issues: 1. We have complete revamped our production and communication processes at our Istanbul factory. 2. We're implementing a new, accurate order tracking system to provide real-time updates. 3. We're expanding our customer service team to ensure prompt, personalized responses. Your experience highlights the areas where we urgently need to improve, and I want you to know that your feedback is driving real change in our operations. I sincerely hope you'll allow us the opportunity to make this right. If you're willing, I'll personally oversee the production of your new jeans and keep you updated throughout the process. Thank you for your patience and honesty. Please feel free to reach out to me directly at [email protected] with any questions or concerns. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionAug 1, 2024

Hi there, and thank you for your honest review. I'm Ralph, COO for Slø, and I want to personally address your concerns and disappointment. First, let me apologise for the absurd delays you and other customers have been experiencing. Coupled with that has been the radio silence from customer service recently and in the past. I joined Slø in January because I believe in the mission, in Slø fashion, and that what we are trying to do can be done. And I've been working since then to plan, and now execute a transformation of Slø's operations to ensure customers get perfectly sized, fully persialised jeans in under 30 days. I sincerely apologize for the lack of communication and the extended delay you've experienced since ordering your jeans in March. I have personally taken over management of all customer service tickets until those otstanding have been resolved. I am aso hiring a customer service team, one with extensive experience handling customer queries. First, I want to thank you for your initial patience and understanding of our slow fashion ethos. You're right that we have failed to maintain the transparency we promised with customers enquiring about their orders over the last year. For that, you have my sincerest apologies. I joined Slø to resolve the exact issues you have experienced first-hand. And I am working hard to transform our production process and communication systems. I am happy to report that this project is bang on track. Here's what the team and I are doing: 1. I'm currently at our factory in Istanbul, implementing new systems to ensure all orders are delivered within 30 days. I am happy to report I have already succeeded with that for all orders in the future. 2. We're clearing the decks now and getting all previous orders like yours that were stuck in production or shipping expedited and delivered at last. I am personally overseeing this process and tracking down individual orders. 3. We're revamping our customer service to provide prompt, 24-hour responses to all inquiries. 4. Before we hire someone, I am personally taking over every customer inquiry and communicating with you directly. Whilst it can still be difficult for me to respond within 24 hours given the volume of tickets, I am on each and every individual case myself. 5. We're implementing a new order tracking system to give real-time and 100% accurate updates on the status of your jeans, along with countdowns to delivery. To make amends for your poor experience, I'd like to offer you the following: - A full refund of your original order. - A pair of personalized V6 Jeans at our investor-only launch in August 2024 (21-day delivery guaranteed when it launches). - A personalized organic cotton garment & tote bag with your name on it. - A 20% lifetime discount on slø made-to-order products. - A 50% lifetime discount on slø stock products. Of course, I understand if you're skeptical, given your experience. I would be too. That's why I want to prove to you in this next production run how far we've come. Starting a business is never easy. But for Slø, we are launching a totally new product, that uses a totally new production process that's supported by totally new software. We knew it was going to be difficult. So did our community. And you have been extraordinarily patient with us as we iterate, improve, and progress to achieving the service levels you deserve. However, having no response from customer service is unacceptable under any circumstances. That's in large part why I am here. If you have any questions or concerns, please don't hesitate to reach out to me directly at [email protected]. Thank you again for your honesty, and I hope you'll allow us the opportunity to make this right. Best regards, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionAug 1, 2024

Dear Maryanna, I'm Ralph, COO at Slø. Your comprehensive review has left me deeply disappointed in our performance. But I want to address each point you've raised and explain how we are tackling these issues head-on. First, I apologise for the repeated letdowns you've experienced. Three orders, three disappointments - that's not just bad luck, it's been a systemic failure on our part, and it stops now. That's why I'm here. I came on board in January 2024 because I saw the potential in Slø's mission. However, it's clear that our execution has fallen woefully short. Your journey with us - from sizing inconsistencies to quality issues and communication breakdowns - reads like a checklist of everything that can go wrong in a made-to-order business. It's unacceptable, and we're taking decisive action to turn this ship around. Here's what we're doing: 1. Sizing Overhaul: We're scrapping our current sizing system and rebuilding it from the ground up. No more guesswork or inconsistencies. 2. Quality Control: I'm personally overseeing a complete revamp of our QC process. Those wash-resistant, properly fitted jeans you were promised? They're becoming a reality. 3. Communication Revolution: We're implementing a new customer service system with 24/7 support and real-time order tracking. No more radio silence or canned responses. 4. Production Streamlining: I'm currently living at our Istanbul factory - yes, living here, working here, and sleeping here - reengineering our processes to consistently deliver jeans within 30 days. You'll start to see some documentary videos soon on socials revealing everything that Kristian and I have been doing to upgrade our service levels to what was always intended - the best fitting jeans in your wardrobe, every tie, always delivered in 30 days or less. Now, let's talk about making this right for you. Here's what I'm offering: - Full refunds for all three of your orders. - 3 pairs of our upcoming V6 Jeans (investor edition), personally overseen by me. - A bespoke Slø merchandise package, including a personalized garment, tote bag, and limited edition accessories. - Lifetime discounts: 35% off made-to-order and 65% off stock products. I know you're likely skeptical - and rightfully so. That's why I want you to see these changes firsthand. I'll personally guide you through the production of your new jeans, providing updates at every stage. Your point about transparency is spot-on. Our website is currently down as we overhaul our systems, but you're right - we should be more forthcoming about what's happening behind the scenes. I commit to providing weekly updates on our progress via email to all our customers. Lastly, I want to address your Old Navy comparison. We're not aiming to be just another jeans company. We're here to revolutionize the industry with truly personalized, sustainable fashion. We've stumbled badly out of the gate, but with customers like you holding us accountable, we're determined to reach that goal. Your feedback, as harsh as it is, is exactly what we need. It's driving real, tangible changes in our business. If you're willing to give us one last shot, I'm committed to proving that Slø can deliver on its promises. Please feel free to contact me directly at [email protected] with any questions or concerns. Thank you for your brutal honesty - it's the wake-up call we needed. Sincerely, Ralph de Lisle Chief Operating Officer, Slø

Response from Slø - not fast fashionAug 1, 2024

Dear Ash, I'm Ralph, the new COO at Slø, and I want to personally address the frustrating experience you've had with your order from December 2023. Your review highlights several critical failures on our part, and I want to take this opportunity to apologize and explain how we're addressing these issues. First and foremost, I'm deeply sorry for the lack of communication and the extended delay you've experienced. Over 200 days of waiting and multiple unanswered support requests are completely unacceptable. You're absolutely right - no jeans are worth this level of frustration and uncertainty. I joined Slø in January 2024 to resolve exactly these kinds of issues. Here's what I'm doing to fix this situation: 1. Communication Overhaul: I've personally taken over customer service responses until we implement a new system. No more ignored emails or prolonged silences. 2. Production Transparency: I'm currently based at our Istanbul factory, implementing real-time tracking for every order. You'll know exactly where your items are at all times. 3. Delivery Commitments: We're restructuring our production line to ensure all orders are delivered within 30 days. No exceptions. 4. Quality Control: We're instituting rigorous checks to ensure no products leave our facility until they meet our standards. Regarding your specific order, I want to make this right: - We'll provide a full refund for your order. - I'd like to offer you a complimentary pair of our new V6 jeans and a shirt, which I'll oversee personally from start to finish. - As a gesture of goodwill, we'd like to offer you a lifetime 35% discount on all future orders. I understand if you're hesitant to accept this offer given your experience. Your skepticism is more than warranted. That's why I want to prove to you that we've changed. If you're willing, I'll provide daily updates on your new items, from production to delivery. You're right about our website transparency - we've stopped taking new orders until we can fulfill existing ones. However, this doesn't excuse the lack of communication you've experienced. We're committed to being more proactive and transparent with all our customers moving forward. Your "sheer stubbornness" in seeing this through is admirable, and we don't take it for granted. Your feedback is driving real change in our operations. Please feel free to contact me directly at [email protected]. I'm here to address any concerns you may have and to ensure you finally get the products and service you deserve. Thank you for your honesty. It's feedback like yours that ensures we'll never let this happen again. Sincerely, Ralph de Lisle Chief Operating Officer, Slø