Rico C.

I first tried Thorlo socks through an order from Zappos, and I quite liked them. Soft, good padding, comfortable. I found out they had their own site, and wanted to support the makers of these socks rather than buy at Zappos, but I ended up paying for it.

I ordered 7 pairs of socks on November 2nd, a Monday. I was expecting to hear about shipping within a week or so, but I didn't hear anything from Thorlo. I know shipping times during the pandemic can be delayed a bit, but every other company I've ordered from has been able to get things shipped out in, at most, 7 business days. And looking through their site, they made no mention at all to extremely slowed ship times.

I send them a message through their online contact form with a simple inquiry as to the status of my order around the 10th of November. I didn't hear back after a couple days, so I sent an email to their support account directly on the 12th of November and never got a response.

On the 16th, two weeks after placing my order, I gave them a call. On the third try I get through to someone and tell them about my order and ask about an update. They say my order has been "picked" and will be "packed" this week. They offer an apology after I mention that it had been a while without any shipping update.

On the 19th, two and a half weeks after the initial order, I get a shipping notification. The "socks" arrived today, November 24th. I use quotation marks around "socks", because upon retrieving the package from my mailbox, I realize the package is small, much too small for 7 pairs of socks. In fact, there only appears to be one pair of socks in the package. Sure enough, I open it up and there is only one pair of socks. The "detailed packing list" included lists only one pair of socks for my order. It lists a "start ship date" of 11/03/20, and a "cancel date" of 11/15/20. I'm not sure what the "cancel date" is, though I should mention I never once asked for a cancellation on my order through email or phone, and the full charge is still on my card. I received just one tracking number for my whole order. The shipping email said ALL of my items have been shipped, and yet, I have one pair in my possession.

In the end, I've paid $75 for one pair of socks that took over three weeks to arrive. Now I'll have to contact their elusive customer service again and find out what the deal is, though I doubt I'll be able to get in contact with them this week (Thanksgiving). So even if this issue gets resolved, it will have been over a month from order date for my full order to arrive, and an insane amount of time spent trying to track it down. These are socks, this shouldn't be hard at all.

My recommendation is to not buy from Thorlo directly. Buy from somewhere else. It's really a shame because the socks are quite comfortable, but this experience has turned me off of them for good.