When do you ask customers for reviews?

We’ll send you a review request one month after we receive your order. We believe this is the minimum amount of time needed to have worn and washed an item several times and to form a truly informed opinion. After that, all your reviews are published within a week, whether they’re positive or negative.

Do you request reviews for 100% of the products ordered by customers?

We used to do that at first, but then we realized we were starting to send way too many emails to certain customers who shop with us regularly. In short, we were spamming them a bit. Plus, it was starting to take the team way too much time to respond to reviews—since we want to reply individually and privately to almost everyone who leaves us a review. Today, we no longer ask for reviews on products that meet the following two criteria: 1/ There are enough reviews posted on the site for potential buyers to form an informed opinion about the product. 2/ We on the Loom team have read enough reviews to understand how to evolve the product into the next generation.

Just a quick thought: What proof is there that we aren't manipulating reviews by giving 5-star ratings to everything?

Honestly: nothing—we’re just giving you our word. Just like with everything else, actually: where we manufacture our products, where our wool comes from, our lab test results, and so on. The only times we might edit what you write is if your message contains spelling mistakes (and even then, quite a few slip past us) or if it’s racist, homophobic, etc. (but that’s never happened so far).

Asking for feedback after just one month isn't enough to know if the clothes are really durable, is it?

You're right—that's why we send you another email asking for a review one year after your purchase—we even ask for a photo to see how your garment has aged. We use the responses to improve our clothing and to provide information on “how this product will age” on our product pages. To avoid unnecessarily bothering our customers, we don’t ask for reviews on 100% of the products ordered: as soon as we have enough data to understand where we can improve, we stop asking for reviews after one year.