“Ordering was a pain
Communication was worse
Hoodie is okay since it was on sale
But I would not have paid original price for the hoodie since the material is super super thin
After one mile washing it already looks super used…”
Hey Beverly, I’m really sorry to hear that you’re not happy with the quality of your hoodie and that the whole ordering process felt like a struggle. That’s definitely not the level of service or quality we aim for at Stay Cold.
I want to be open with you: we usually pride ourselves on our heavy, durable materials, so hearing that yours feels thin and already looks worn out after just one wash is definitely not right. It’s possible something went wrong during production or with that specific batch. We’re humans and sometimes mistakes happen, especially when things get crazy busy, but we stand by our gear.
I’d love to take a look at what happened here. Could you send a few photos of the hoodie and your order number to support@staycoldapparel.com? I want to make sure we find a solution that works for you, whether that's a replacement or something else.
“I was surprised the hoodie was so thick and warm! The design is amazing (I got the VOID hoodie with the white stitching) but the hoodie is also super high quality and it is definitely oversized!! I also got the gray Doom Drifter hat and this is now my uniform for the next decade :P”
Hi Natalie,
thank you for your feedback. We’re really sorry to hear about the frustration caused by this situation.
Your order was shipped on December 10th from Germany and reached Oslo as expected. According to UPS tracking, the shipment has been held by customs because import duties and taxes are due. As your shipping address country is not part of the EU, these fees are required by local customs authorities and are collected directly by UPS – unfortunately this is outside of our control.
The parcel has been correctly declared and UPS has attempted to proceed with the delivery multiple times, but it can only be released once the customs fee is paid.
We’ve already contacted you directly to explain the situation in detail and are happy to help further if needed. Once everything is sorted, we’d truly appreciate it if you’d consider updating your review.
Best regards,
Stay Cold Apparel Support
“I would rate higher, the hoodies are awesome. I got my boyfriend an XL for Christmas and myself a small. The hood on mine is so tight it feels like it’s choking me. If the hood was bigger it would be so perfect. Kinda bummed :(”
“I gave it to my son for Christmas. He said it is one of the best shirts he has ever had! He says no shirts he can get from the USA have the quality that this shirt has!”
Hey Jenny, thank you for reaching out, and I am truly sorry for the frustration. Waiting over a month without even a shipping notification—especially after contacting us multiple times—is definitely our fault.
It’s clear that your order got stuck in a loop in our system that we didn't catch fast enough. You did everything right by ordering early, and we failed to deliver on our side of the deal.
We just sent you an mail with some solutions, to fix everything as soon as possible!
“Fast 6 Wochen warten müssen auf meine Bestellung um dann am Ende 2 Ersatzprodukte wählen zu müssen, da es zum Überverkauf gekommen sei. Ich weiß nicht wieso man so riesige Black Friday Aktionen macht, wenn man weder Lagerbestände noch genügend Personal hat.
Ich habe 6 Versuche gestartet per E-Mail um den Support zu erreichen. Das ist komplett inakzeptabel. Ich musste sehr viel Druck machen über Instagram Kommentaren und Direktnachrichten an sowohl dem Unternehmen als auch den Gründer. Geholfen wurde mir erst als ich deutlich gemacht habe, dass ich nach dem Ablauf einer gesetzten Frist alles zu meinem Anwalt geben würde.
Ich kann keinem empfehlen hier zu bestellen. Es ist eine Katastrophe.”
Hey Pieter, danke für dieses extrem deutliche und ehrliche Feedback. Wir verstehen deinen Ärger absolut: 6 Wochen Wartezeit, Ersatzprodukte und ein Support, der erst auf massiven Druck reagiert – das ist zu 100% unser Fehler.
Wir müssen offen zugeben: Unser Black Friday Sale hat uns dieses Jahr überrollt. Das ist keine Entschuldigung, aber die Erklärung dafür, warum unsere Warenwirtschaft und der Support komplett in die Knie gegangen sind. Dass du erst mit rechtlichen Schritten drohen musstest, um gehört zu werden, schmerzt uns als Gründerteam sehr – das ist absolut nicht der Standard, den wir vorleben wollen.
Es freut uns, dass die Produkte nun endlich bei dir angekommen sind, aber wir wissen, dass der Weg dorthin eine Katastrophe war. Wir haben aus deinem Fall bereits Konsequenzen für unsere Logistik und das Team-Setup gezogen, damit so etwas nie wieder passiert.
“Superb quality and great service. I love the designs and the materials. Customer care is great they keep you informed of tracking till you have the items.
Highly recommend”
Hey Lisa, we already made a new order for you which finally made it to you! However, the fact that we had to send it twice and that you had to wait this long is still 100% our fault.
It’s honestly frustrating for us when the first attempt fails, as we want your experience with our brand to be smooth from day one. Thank you for your patience while we sorted this out.
Now that you finally have the gear, we really hope the quality and the fit make up for the delay. We put a lot of work into these pieces and want you to enjoy them to the fullest.
“The clothes look pretty good, but the quality isn’t consistent. One 350 GSM hoodie is noticeably thinner than another 350 GSM hoodie with exactly the same description.”
“I still do not recieve my order. So sad that I ordered the product a month ago :( i just recieve an automatic e-mail from ups that the company name is incorrect.”
Hey Bogár, thank you for reaching out, and I am honestly so sorry to hear this. Waiting a full month only to get a cold, automated email about a naming error is incredibly frustrating.
It looks like something went wrong when transferring your details to the shipping label. After waiting for so long, the last thing you should have to deal with is a technical error like this.
We already refunded you everything as we discussed via mail before!
“12/10, meine absolute Lieblingsbekleidungsmarke. Die Qualität ist 1a, die Preise sind fair, im Sale jedoch unschlagbar. Der Kundenservice ist ebenfalls einsame Spitze! :)”
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