5mo ago
If I could give 0 stars, I would. I purchased a sweater for over €300 and only noticed after wearing it that there was a hole at the front of the neckline large enough that the skin on my neck was clearly visible through it. This is clearly a defective product. Customer support insisted this was “normal” and refused to accept a return solely because the item had been worn, even though the defect only became apparent when worn. At the same time, a repair was offered, which raises the obvious question of why an allegedly non-defective product would need to be repaired at all. The proposed solution was to ship the sweater across Europe to Spain and then back across Europe to me. For a brand that markets itself as slow fashion, this is an absurd approach. No refund, no partial compensation, and no reasonable alternative were offered. Communicating with customer support felt like a small battle, involving a long back-and-forth. At one point, I was even told I would have to pay €15 in return shipping for a defective item. For a product at this price point, this level of quality control and customer service is unacceptable. Expecting the customer to bear the consequences of a defective product is unfair and irresponsible. Overall, it gives the impression that the customer comes last. I will not order again and cannot recommend this company to others.