Slø - not fast fashion Omdömen 169

Svar från Slø - not fast fashion

14 feb. 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

Svar från Slø - not fast fashion

Uppdaterad 14 feb. 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

Svar från Slø - not fast fashion

20 jan. 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 ralph@slojeans.co 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

Svar från Slø - not fast fashion

3 dec. 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 ralph@slo.co.

Best regards,
Ralph de Lisle

Svar från Slø - not fast fashion

3 dec. 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!

Svar från Slø - not fast fashion

20 nov. 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 ralph@slojeans.co.

Best regards,
Ralph de Lisle
Chief Operating Officer, Slø

Svar från Slø - not fast fashion

9 nov. 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 support@slo.co 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

Svar från Slø - not fast fashion

30 okt. 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

Svar från Slø - not fast fashion

25 okt. 2024

Hi Amamon,

Thanks so much for sharing your experience with us. We're so glad to hear you love your pants!

You're absolutely right, of course - that wait from January to October was far too long, and we're really sorry about that. The shipping issues didn't help either, but we know that doesn't make the wait any easier. Thanks for being so understanding about it all.

We've got some good news though - we've completely overhauled our production and shipping processes since then. We're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund. No more marathon waits.

We're excited about where we're headed too! Thanks for your support and patience during our growing pains. It's awesome customers like you who keep us motivated to keep improving.

Stay groovy,
The Slø Team

Svar från Slø - not fast fashion

24 okt. 2024

Hey Emily,

Thanks for your sweet and simple review :) It's so good to hear that you're loving your Slø jeans. You've hit all the high notes we aim for - quality, comfort, style and fit. That's exactly what we're about!

Just so you know, we've streamlined our production process since your order. We now deliver all new orders within 30 days of measurements being submitted, or we offer a full refund.

Stay groovy,
The Slø Team

Svar från Slø - not fast fashion

21 okt. 2024

Hi Krytsa,

Thank you so so much for sharing your Slø journey! It's great to hear from someone who's been with us since the very beginning on TikTok :)

You're absolutely right - that "at cost" sale was a wild ride for us! We were blown away by the response and, as you mentioned, it did lead to some challenges. We're so grateful for your patience and understanding during that time.

Most of all, we're thrilled that you love your jeans! It's great to hear that our sizing worked well for you and that you're enjoying the soft, stretchy fabric. Your comment about them being the best jeans you've ever had? That's what we're aiming for!

Thanks so much for the shout-out about our communication during the delays. We really believe in keeping things transparent, even when things aren't going perfectly. And we're glad you appreciated the lifetime discount and store credit - it was the least we could do to thank you for sticking with us.

Just so you know, we've made some big improvements since that sale. 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 sharing your experience and for being part of the Slø family. Your support means the world to us.

Stay groovy,
The Slø Team

Svar från Slø - not fast fashion

17 okt. 2024

Hi Hilary,

It's so good to hear about your positive experience with Slø! We're really glad we were able to get you what you needed.

You're absolutely right - we've had our fair share of speed bumps as a new company. We're so grateful for customers like you who've stuck with us through the growing pains. Your understanding means the world to us.

Just so you know, we've made some big improvements since you placed your order. We're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund. We're constantly working on smoothing out those speed bumps!

Thanks so much for taking the time to share your experience. It's feedback like yours that keeps us motivated to keep improving and innovating.

Stay groovy,
The Slø Team

Svar från Slø - not fast fashion

15 okt. 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

Svar från Slø - not fast fashion

14 okt. 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 ralph@slojeans.co, 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
ralph@slojeans.co

Svar från Slø - not fast fashion

Uppdaterad 11 okt. 2024

Hey Una,

It's so good to hear about your Slø experience! We're so happy that we've managed to turn jean shopping from a chore into a success story for you.

Getting that perfect fit for curvy figures is exactly what we're all about. No gaps, no struggles - just jeans that fit like they were made for you (because they were!). It's amazing what a few photos and our sizing tech can do, right?

We know the struggle of finding jeans that fit both hips and waist is real. So hearing that we've nailed it for you? That's what keeps us going :)

Just a heads up - we've made some 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. So if you ever fancy adding to your Slø collection, we've got you covered even faster now.

Thanks so much for sharing your experience. You're helping us spread the word that great-fitting jeans for all body types aren't just a dream anymore!

Stay groovy,
The Slø Team

Svar från Slø - not fast fashion

10 okt. 2024

Hey Jelly,

It's fantastic to see you've been with us since the very beginning - that's truly special! Thanks so much for sticking with us through thick and thin.

We're so glad to hear that your first pairs from our 2022 launch were a hit! Even with the slight length hiccup (which, by the way, we totally appreciate you owning), it's fantastic that they've become your go-to jeans. That's exactly what we're aiming for.

Now, about those cargos - we're really sorry about the chaos you experienced with your first order. Those shipping and production issues were definitely not our finest hour. But we're so grateful for your patience and understanding.

We're keeping our fingers (and toes!) crossed right along with you that your cargos make it to you safe and sound this time. Just to put your mind at ease, we've made some major improvements to our processes since your last order. We're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund. So you should be rocking those cargos in no time!

Thanks for the shout-out to our customer service team. We're glad they were able to sort things out for you. It's loyal customers like you who keep us motivated to keep improving.

Stay groovy,
The Slø Team

Svar från Slø - not fast fashion

8 okt. 2024

Hey Dawn,

Thanks so much for taking the time to share your Slø experience with us. We really appreciate your honest feedback and your incredible patience.

First off, we want to sincerely apologize for all the delays and the need for multiple follow-ups. That's not the smooth sailing we aim for, and we're genuinely sorry for any frustration this caused. We've taken your feedback to heart and have made some big changes to our processes.

The good news is, we're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund. No more marathon waits!

We're thrilled to hear that you're happy with the quality of your jeans and that they fit well. That's what we're all about - creating jeans that are made just for you.

Your patience and understanding through this journey have been invaluable to us. Customers like you, who stick with us as we iron out the kinks, are the reason we keep pushing to improve.

Thanks again for being part of the Slø family. We hope your new jeans bring you loads of comfy, stylish days ahead!

Stay groovy,
The Slø Team

Svar från Slø - not fast fashion

7 okt. 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 ralph@slojeans.co.

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

Svar från Slø - not fast fashion

7 okt. 2024

Hey Jilley,

Your review just put a MASSIVE grin on all our faces! Thanks so much for sharing your experience and for giving our new process a whirl.

Six pairs? You're officially part of the Slø hall of fame! We're absolutely chuffed that you took Ralph up on his challenge - and even more thrilled that we could deliver on our promise.

Those dates you've shared are music to our ears. It's awesome to see our new 30-day delivery guarantee in action. We've been working our socks off to streamline our production process, so it's fantastic to hear it's paying off.

And let's talk about those jeans! We're over the moon that you're loving the comfort. And those pockets? We're on a mission to end the tyranny of tiny pockets, one pair of jeans at a time!
Your enthusiasm and support mean the world to us. It's loyal customers like you who keep us motivated to keep pushing forward and improving.

Thanks again for being such an awesome part of the Slø family. We can't wait to see what you think of our future designs!

Stay groovy (and enjoy those pockets!),
The Slø Team

Svar från Slø - not fast fashion

7 okt. 2024

Hi Dagonet,

Thank you so so so much for this incredibly thoughtful and detailed review. We're absolutely thrilled that you feel your Slø jeans were worth the wait.

First off, we want to acknowledge the long timeline you experienced. We're genuinely grateful for your understanding of our startup journey, with all its ups and downs. Your patience and insight into the challenges of ethical manufacturing are truly appreciated.

We're so happy to hear that your jeans fit like a dream! That feeling of jeans fitting perfectly without a belt? That's exactly what we're aiming for, and we're so glad we could make that "myth" a reality for you.

Thanks for the kudos on the details - from the sizing tag to the sturdy seams and hardware. We pour our hearts into getting these elements just right, so it's fantastic to hear they've hit the mark.

We completely understand the leap of faith it takes to order jeans online, especially with a unique body type. We're honored that you chose to take that leap with us, and we're thrilled it paid off!

You're absolutely right - we're constantly working to improve both our product and our processes. Since your order, we've made significant strides in reducing wait times. We're now able to deliver all new orders within 30 days of measurements being submitted, or we offer a full refund.

Your support and understanding mean the world to us. Customers like you, who appreciate the journey and the product, are the reason we keep pushing forward.

Thanks again for being part of the Slø story. We can't wait to show you what we've got coming next!

Stay groovy,
The Slø Team