Great design, awful service
I like the design and in general the comfort of the boxer briefs of this company. One of the best fitting me designs of the pouch underwear for men.
There are minor drawbacks: ride up a little, go up a crack a little more than comfortable.
At the moment i have two pairs: 1) The bamboo FreeMan pair lasts long without degradation. 2) The modal pair of Eco Surplus started piling already after a couple of washes. Now after a couple dozen of washes, the material became too thin and can tear up any time.
All in all, i would still rate the product itself with 5 stars.
But product is not the only thing to rate. Another aspect is the service. And here is where the things get worse.
I've hade two ordering experiences on the company site. One went smooth and without any problem. But a couple of weeks ago i decided to purchase some more items from the company, so i placed an order on November 28th (was good opportunity to save up to 70%). The site says that they ship the order within 1 working day after the order is placed. And then 3-5 days to deliver Europe wide. A couple of days after my order was placed and there was no progress on the status of the order, i wrote an email and asked if there was something wrong. A couple of days later i received a reply that due to unusually high number of orders, they are not able to ship all in time, but they do their best to ship as quick as only humanly possible. This message from the company did not contain any info on the problems and also on when they foresee my order to be shipped/delivered. So i asked them again what is the Estimated Time to Arrival of the shipment (fastforward a little bit - i did not get the answer to that request; now is December 12th). Early in the morning on December 5th i found in my inbox an email from the company (it was not part of the thread i originated earlier), where they said something along the lines of "we are sorry it takes so long, we are working hard to ship the unusual amount of orders ... and in your case it happened so that one of the items in your order is out of stock, but there are still other colors in the same model, can you please pick one to substitute". OK, that can theoretically happen, so i answered them immediately with my choice. 3 days later there is still no answer/confirmation and no progress on the order status.
So to summarize - two full weeks after my order was placed, i neither got the order, nor did i get any information that would to some extent manage my expectation. I only found out that the company ran out of stock of an item that they somehow managed to sell to me.
In my opinion that is not how a (customer oriented) company should treat their (potentially loyal long term) clients.
Hence, 5- star product + 1 star service -> averaged is 3 stars.
