Slugs & Snails Reviews 

238
TrustScore 4.5 out of 5

4.4

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Review summary

Created with AI, based on recent reviews

Looking at 57 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the high quality and comfort of the products, often highlighting their unique designs and soft materials. Many people appreciate the excellent customer service and the speed and efficiency of the delivery service, even for international shipments. However, some customers noted significant delays in receiving orders, with some parcels taking months or never arriving at all, and experienced a lack of communication regarding these missing items. Additionally, some reviewers found discrepancies in sizing, with items being either much larger or smaller than expected.

What people talk about most

Product

Customers consistently note positive experiences with product quality, describing materials as very nice,... See more

Quality

People report positive experiences with quality, highlighting the excellent material and durability of the... See more

Delivery service

Reviewers highlight positive aspects of delivery service, with many customers praising the quick and... See more

Order

Consumers find order experiences to be ambiguous, with some reporting significant delays and even... See more

Customer service

Reviewers mention positive feedback about customer service, often describing it as wonderful, kind, and... See more

Reviews shaping this summary

Rated 4 out of 5 stars

Pretty good, soft and comfortable but colours not a good match for the website images, and one sock got a snag on the first wear

Company replied

Rated 4 out of 5 stars

Very nice material i bought 2 the waffle sets. However the bottoms had a rather small waist lines.

Rated 4 out of 5 stars

Took a little longer than I would have ever expected. Almost exactly a month from purchase to delivery to the US. I was also charged with custom fees which I was later told shouldn’t have happened but... See more

Company replied

Rated 5 out of 5 stars

Wonderful customer service, and my kids love these soft waffle jammies. We can't find anything like this is the US so I'm grateful they are made available to us. The only thing I would mention is the... See more

Company replied


Company details

  1. Children's clothes shop
  2. Baby Clothing Shop
  3. Clothes and fabric manufacturer
  4. Clothes and fabric wholesaler
  5. Men's clothes shop
  6. Ladies' clothes shop

Written by the company

Slugs & Snails is a multi award winning eco clothing brand that specialises in children's cotton tights, socks and loungewear. All our products are unisex and GOTS certified organic cotton. We also have a large adult collection with mirrors our kidswear, so you can get grown up versions of our tights, socks and waffle cotton sets. Designed with love in the West of Ireland, Slugs & Snails offers luxury ethical basics for all the family.


Contact info

4.4

Excellent

TrustScore 4.5 out of 5

238 reviews

5-star
4-star
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1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 100% of negative reviews

Typically replies within 1 month

How this company uses Trustpilot

See how their reviews and ratings are sourced, scored, and moderated.

4.4

All reviews

(238)

57 reviews in the last 12 months

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

Rated 3 out of 5 stars

Great product, poor customer service

Edit: Great product. Well made and very cute! Would have given 5 stars, but the communication from the company is really poor. It took a very long time to arrive and there are many better ways to communicate shipping information than a generic dropdown tab on their website. They could give an estimated shipping date of 6 weeks at checkout and could put shipping information in the purchase confirmation email about it taking 6 weeks. They could also create a stock email answer to people that email asking about the shipping, rather than not answering emails at all. All of these things could have been done in the time it took the owner to write a snarky response to my review on trustpilot. I never did get an email response from the company so I thought that it was maybe a scam, but the trust pilot review got answered within a work day.

Original review: It has been over a month and I have not received my order. There is no tracking information available from the link provided in the email. I have emailed twice for an update and have not received any response.

3 February 2025
Slugs & Snails logo

Reply from Slugs & Snails

Hi Sarah

We always appreciate people reviewing our products but we find it incredibly frustrating and really rather mean when people review small businesses based on shipping times from the other side of the world into a country that is currently experiencing serious issues with imports which are totally out of our control. We have really detailed shipping information so you can find out about the “tracking number” which is actually our customs clearance for your order. We ask that customers read the shipping information in full before they chase us in emails. Your order shipped on the 4th February which you can see from the customs clearance, it leaves Ireland the next day and then comes to the domestic shipping service for Canada which has been really awful since the strike, we ship worldwide for free 80% of the time and for €5 all other times, that’s a fraction of the cost to us and the same as our local postal rates but this means we have to ship slower. Please check with your local postal office to see if they have your parcel, if it’s too large for your letter box they tend to hold them.

Hi Sarah

We can see you changed your review. Thank you. But also you emailed the office last weekend and then left a one star review before we had a chance to reply but also you received your order within a day or so of that email, which is why we ask people to check our shipping terms before emailing us because the answers are there, we understand sometimes you would like an instant reply and we do try to keep communication as fast as possible but you came to the trust pilot before we had a chance to reply. We are glad you received you order and it was just over three weeks since we shipped it (not 6!) and that was due to the new sanctions being placed by the new administration in the US and the backlog that has caused together with the remnants of a very long strike which is something we have no control over, our regular shipping times are much faster and super affordable, it’s just a little unfortunate your parcel was caught in the change over. We are pleased you received your order and grateful that you came back to amend your review. We understand it’s super frustrating when the post is slow, we feel it too but it’s so important for us to make sure we have happy customers with products they love and we hope you enjoy your purchase, they are totally worth the wait. Standard shipping from Canada to Ireland for the same delivery is $35, we offer the same service for $8 which means we take a huge amount of the shipping costs so we can keep our products affordable to everyone.

Rated 5 out of 5 stars

Excellent pyjamas

Excellent pyjamas, both adult and child sizes. Beautiful and high quality fabric and garments.

10 February 2025
Slugs & Snails logo

Reply from Slugs & Snails

Thank you so much Jean! We put our heart and soul into making affordable but amazing clothes it means a lot when we get lovely reviews!

Rated 1 out of 5 stars

Package never came

I still haven’t received this and keep getting emails to review. The tracking number doesn’t give me any information, since it was coming from another country and never updated with tracking for the US shipping service.

29 January 2025
Slugs & Snails logo

Reply from Slugs & Snails

Hi Shaly

We have spoken to you via email after you posted a review for one star…but please be aware that you’re reviewing a small family business and the issue is actually with new sanctions at the boarder and this is causing a slight delay for international orders, it’s totally out of our hands but we do clear your customs first which avoids you having additional charges when your parcel arrives. We do also ask that you check your local mail office as most of the time they have attempted delivery but haven’t left a note and your parcel may be held there.

Rated 5 out of 5 stars

Personal service provided with quality products

Love supporting this Irish company, love the quality, multiple colour options and sizes but ultimately the clothes are so comfortable and wash well. Happy customer for many years, cant recommend enough especially when its topped with a personal service if you have a query not a robotic assistant. Keep up the great work.

9 February 2025
Unprompted review
Rated 5 out of 5 stars

It was so sweet to receive my order…

It was so sweet to receive my order from you.
It was like getting a Christmas present of Christmas presents. The delightful items you made were all wrapped so beautifully that I hated to open them, but I had to to put them in the proper packages.
Thank you so much.

15 November 2024
Rated 5 out of 5 stars

Really lovely stuff

Really lovely stuff. I ordered a size up as I don't like my clothes tight and that was perfect for me. They are very well made. If I had one criticism, it's the unnecessary washing instruction tags inside - which are quite hard to cut off completely

18 November 2024
Rated 3 out of 5 stars

good products, but online store not great

I really like your products, but the online store is not great. The product I received is not exactly like the one shown online. It's a new version with a slightly different pattern and a slightly different color. I could see the difference, as I already had the old model at home and wanted to order the same one in a larger size.

18 November 2024
Rated 5 out of 5 stars

4 PJs for Christmas

Easy to order, great prices, sizing is bang on. The only comment I would make is that the coral is more orange in person, I love it a bit less.

31 October 2024

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