I have a good number of Sutsu garments. Great quality, last well and always true to size. Can't fault their products. Excellent customer service too. I have a couple of t shirts from around 2017... See more
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Review summary
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Based on these reviews
Purchased my first Sutus item, heavy weight Duck Canvas Shorts, they are without any doubt the best shorts I have ever had, very comfortable, made from excellent quality material which has been crafte... See more
Company replied
Ive pur hased 5 sweaters in the last couple of months from Sutsu. I very rareky buy clothes as its very difficult to find high quality sweaters anymore, especially online. HOWEVER, Sutsu sweaters are... See more
Company replied
Company details
Written by the company
This Trustpilot page is NOT affiliated with the brand Sutsu. Trustpilot have forced us to have this page or they negatively mark down any 5* reviews down to a 3.7 because we don't "own" the page so forcing us to interact with them and use their services. They will not take the page down. If you want to see reviews of the brand please head to sutsu.com to see over 1300+ reviews. Sutsu is an Organic men's & women's streetwear and fashion brand. Established in 2004. All garments are made to order. B Corp Pending.
Contact info
71-75 Shelton Street, WC2H 9JQ, London, United Kingdom
- hello@sutsu.com
- sutsu.com
4.6
Excellent
166 reviews
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.
They didn’t send my order after…
They didn’t send my order after paying…. i wait now for 3 weeks
March 25, 2024
Unprompted review
Reply from Sutsu
Update to the below response - As for 09/05 we have been unable to contact this customer to be able to organise a replacement. Sometimes couriers lose orders but we will always make good if you were to contact us.
Sorry to hear you are unhappy but we will always look to deliver orders. If you can email us on hello@sutsu.com we can resolve this for you. From this review we cannot tell your order number etc so we can't help - if you can provide details / email us we can get it sorted for you.
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These guys are amazing! Quality support :)
These guys are amazing! Quality support :)
I ordered a jumper and 2 T shirts. The jumper was too large (their website used to recommend 'L' for someone who is medium).
I reached out to their support and they let me swap it. They recommended I get 'S', which was in fact way too small.
I spoke to them again and now I have a 'M', which fits great!
Just a note on sizing, I'm 178cm with what I consider standard length arms. The small was very short on my arms, Medium fits fine.
The T shirts seem lovely too. They are pretty narrow on the sleeve, but they are comfortable.
I've been looking for a good place to buy more environmentally friendly clothes when I really need new things. I'll see you next time for sure :)
March 5, 2024
Unprompted review
Reply from Sutsu
Thanks for the amazing review Jon. Stoked to hear that the team were able to resolve the sizing issue for you. Hope you have lots of adventures in your new stash and we look forward to hopefully welcoming you back in store soon. Drop us an email and we would be happy to gift you a 10% off discount for taking the time to review. Thanks for supporting the brand - adventure awaits...
Bought a couple of jumpers and a t…
Bought a couple of jumpers and a t shirt from them love the quality of the product.
Had a slight issue that we had to contact customer service about and they were brilliant. Will be buying from them again!
February 5, 2024
Unprompted review
Excellent Quality and Fast delivery
Purchased a sweatshirt from Sutsu. Excellent quality sweatshirt and delivered within 3 days. Excellent service. Will definitely purchase from this company again.
January 24, 2024
Unprompted review
I really like this company
I really like this company. I have a lot of the T-Shirts (probably about 10), as i like the fit and feel of them, i also have a couple of hoodies.
I have never had an issue with quality or delivery so some of these reviews really surprise me. I also like what the company stand for....well done
December 19, 2023
Unprompted review
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Nice garments
Nice garments, very prompt and excellent customer service. I’d highly recommend this brand!
November 23, 2023
Unprompted review
Support that went above and beyond
I love the designs, but the support experience for me has been exceptional when I've needed.
Case in point, I ordered a sweatshirt in March/April 2022.after a couple of washes, the print started to come off. Other items in the delivery were fine, but for one the print seemed to want to leave the garment.
I didn't raise it with them at the time. However, when I was thinking about ordering again 18 months later, I decided to send a message to let them know there had been an issue. Amazingly, I was immediately offered a replacement, which I have subsequently received, worn and washed, and doesn't appear to have the same issue.
Outstanding work honouring this, unprompted, after all this time. They went above and beyond and I find it incredible that others have had such a bad experience when mine was so positive.
Big love for Sutsu from me.
October 23, 2023
Unprompted review
Never got my stuff
Never got my stuff, did get my money back. Terrible delivery because of Brexit.
October 13, 2023
Unprompted review
High quality, eco friendly, worth the price
I’ve been curious about this brand for a while. A few years ago I bought many, plain coloured, high quality cotton jumpers from fatface that I absolutely adored and they became my staple wear over autumn/winter months. The colours have naturally faded over time so I’ve been looking for replacements.
Whilst initially intrigued by the various designs on site, there’s something about the simplicity of plain colours that speak to me, and I discovered the Long Haul Collection.
After some sizing issues on my side (not reading the site properly) I’ve finally ordered some I fit in, and the quality is brilliant - even better than my fatface ones to the touch, so far. They feel premium.
It’s early days and we’ll see how the colours last, and the website clearly states 4% shrinkage so anticipating this.
I was sent a few incorrect sizes for T-shirts and they were rapid on the chat & eager to sort - what more can you ask?
Recommended the brand to a few eco-conscious friends, and I consider this a brand I’ll be returning to, very shortly
September 29, 2023
Unprompted review
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Slow fashion. Mediocre garments.
I'd ordered a couple of T-shirts in the past and they were fine. Not remarkable, just fine. They seem to use Stanley/Stella garments and have their own logos applied. These garments are available very cheaply online (you're paying a significant mark up for the logos). But that's how the fashion industry works a lot of the time. What I have had more of a problem with is delivery times and customer service. I recently ordered a baseball hat which I still hadn't received after 2 weeks. I then received an email asking me to choose a different style because they couldn't get hold of the one I'd ordered. I politely declined. I still haven't received the refund.
September 26, 2023
Unprompted review
Reply from Sutsu
Thanks for the review but we were very sorry to read of your disappointment in the brand. Hopefully I can cover off some of your issues in response. In regards to the garments / fabrics we make our product with, I was sad to read that you give little value to the time, energy and creative process that goes into the prints and or embroidery. I would ask that you spend a little time investigating our products a little deeper and you would see a full accredited supply chain journey on every product page which also shows our pricing transparency – this should give you a little more insight into how little we make on each garment (which also doesn’t cover off any operating or marketing costs on top). Was sorry to see you were disappointed in our customer service – I can see we were slower than we should have been to advise to the stock issue and I can only apologise for this. As for the refund it was actioned the same day as you requested but the delay in the money arriving back in your account will unfortunately be with your card issuer refunding the transaction at their end.
Once again am sorry for your bad experience with this cap order but can I just say that every review (good or bad) has a significant impact on us as we are a small independent brand. I totally take it on the chin that we didn’t deliver this time for you but I would please ask that you do more research on the costs and production values before talking about what garments are used etc. I would be more than happy to have a further conversation / call on this so you can really see how little is made on each garment not to mention our commitment to ecological replanting, C02 emission reduction and charitable donations.
Poor quality
I wouldn't usually bother writing reviews but this garment is soooo bad! It is a gamble buying online. I definitely lost this one. Very slow delivery, must have taken 3 weeks. The t-shirt fitted me ok...then i washed it. It shrank so much its now too small. Apart from the neck. That seems to have stretched a lot! Garment lost all its shape. 24 quid for nothing. Avoid. Better options out there.
September 22, 2023
Unprompted review
Reply from Sutsu
Am very sorry to read your review. As a brand we would always want to try and resolve a garment fault before you feel the need to write a negative review. I can't see that you got in touch about this but apologies if we missed the email. Sometimes with the best intentions garments can have faults and we would always hope that our customers would reach out and ask to sort the problem for them so please email us at hello@sutsu.com and we will endeavour to organise a replacement for you. As a small independent brand, we live or die on every review so am sorry you felt that the only option available to you was to write this as it has a significant impact on us as a business. I hope we can resolve the issue for you and I look forward to receiving your email.
For anyone else reading this review and our response we do not actively use Trustpilot for our reviews and or have any affiliation with them – Due to their size of business and power on Google they have forced us to have this page otherwise they mark down any of our reviews to a lower algorithm and subsequently damage our brand (and SEO position). We consciously choose to use Loox where we have over 3000+ reviews.
Great quality cotton and amazing prints
It is very hard to find white t-shirts made from good quality cotton, which have unusual silkscreen prints. Sutsu ticked all these boxes!
September 15, 2023
Unprompted review
Not too good quality shirts, poor fit
Not too good quality shirts with a poor fit.
If you then return the shirts for this reason, in my case from the Netherlands, then not only do you have to pay the shipping costs yourself (€13.00) but also the original shipping costs are deducted from the refundable amount. In short, I paid €25 for nothing.
July 14, 2023
Unprompted review
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Would definitely recommend!
Not one to write a review often, but here to say Sutsu delivers. Great designs, very informative website and admirable environmental aims. Took a week to arrive, which was to be expected, but tracking of package was flawless (from the UK to NL). Products themselves are also great; they're 100% like they're displayed on the website, with a good quality feel and look, and they fit normally.
July 25, 2023
Unprompted review
Quite surpised by all the five star…
Quite surpised by all the five star ratings, tbh.
My return parcel was received by Sutzu the 22nd of June - as confirmed by my shipping company (PostNL). Havent heard a word from Sutzu about a confirmation, refunding or my request for another size. Such a shame. Dennis
July 5, 2023
Unprompted review
Reply from Sutsu
Am very sorry to read your review. As a brand we would always want to try and resolve an issue before you feel the need to write a negative review. We responded multiple times to your emails (maybe they are in your junk folder) Apologies if you missed the emails from us. If there is still an issue please reach out on email to us at hello@sutsu.com and we will endeavour to sort the issue out. As a small independent brand, we live or die on every review so am sorry you felt that the only option available to you was to write this as it has a significant impact on us as a business. I hope we can resolve the issue for you and I look forward to receiving your email.
For anyone else reading this review and our response we do not actively use Trustpilot for our reviews and or have any affiliation with them – Due to their size of business and power on Google they have forced us to have this page otherwise they mark down any of our reviews to a lower algorithm and subsequently damage our brand (and SEO position). We consciously choose to use Loox where we have over 3000+ reviews.
What good customer service looks like
Ordered two t-shirts and one arrived with a small dark stain. Dropped Sutsu customer service an email about returning the stained t-shirt and before I even saw the reply a new T-shirt had arrived free of charge - less than 24 hours after the original arrived.
Checked my emails and they had replied apologising and asked me to make sure the old T-shirt went to good use.
Great experience - will 100% be using again.
May 24, 2023
Unprompted review
Reply from Sutsu
Thanks for 5* review Tom. Glad we were able to help fix the issue for you and is great to hear you were happy with all aspects of your experience / customer service and of course the product. Thanks for supporting the brand (and gifting the damaged garment to someone in need) and we look forward to seeing you back in store soon.
For anyone reading this review and our response we do not actually use Trustpilot for our reviews and or have any affiliation with them – Due to their size of business and power on Google they have forced us to have this page otherwise they mark down any of our good reviews (like this one here) to a lower algorithm and subsequently damage our brand (and SEO position). We consciously choose to use Loox where we have over 3000+ reviews.
Fantastic Customer Service
Sweatshirt arrived yesterday and the fit was a bit tight, My own fault for not checking properly! Emailed customer service and immediately they went above and beyond to help my case, even adding an additional size due to the fit not being right. No issue with returning and new sweatshirt is on its way. Could not recommend enough!
May 18, 2023
Unprompted review
Reply from Sutsu
Thanks for 5* review David. Glad we were able to help fix the sizing for you and is great to hear you were happy with all aspects of your experience / customer service and of course the product. Thanks for supporting the brand and we look forward to seeing you back in store soon.
For anyone reading this review and our response we do not actually use Trustpilot for our reviews and or have any affiliation with them – Due to their size of business and power on Google they have forced us to have this page otherwise they mark down any of our good reviews (like this one here) to a lower algorithm and subsequently damage our brand (and SEO position). We consciously choose to use Loox where we have over 2500+ reviews.
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Absolutely fantastic customer service
Absolutely fantastic customer service - there was a small fault with a sweatshirt and it was resolved immediately. Sutsu went above and beyond to make sure the sweater was perfect quality - it’s clear when a company respond like this to an issue that faults don’t happen very often! Very happy with the sweater and will absolutely be back for more.
April 28, 2023
Unprompted review
Reply from Sutsu
Thanks for 5* review Rebecca. Glad we were able to help fix the fault for you and is great to hear you were happy with all aspects of your experience / customer service and of course the product. Thanks for supporting the brand and we look forward to seeing you back in store soon.
For anyone reading this review and our response we do not actually use Trustpilot for our reviews and or have any affiliation with them – Due to their size of business and power on Google they have forced us to have this page otherwise they mark down any of our good reviews (like this one here) to a lower algorithm and subsequently damage our brand (and SEO position). We consciously choose to use Loox where we have over 2500+ reviews.
Company that focuses on quality of product and customer service!
Great products which fit well.
Love the transparency of the company in their costings.
Customer service team were brilliant when I had to return a tip due to being too small.
Lovely company and great products.
April 20, 2023
Unprompted review
Reply from Sutsu
Thanks for 5* review. Glad to hear you were happy with your order and our customer service and of course the product too 😀 It's good to see our pricing transparency resonates too. Thanks for supporting the brand and we look forward to seeing you back in store soon.
For anyone reading this review and our response we do not actually choose to use Trustpilot for our reviews and or have any affiliation with them – Due to their size of business and power on Google they have forced us to have this page otherwise they mark down any of our good reviews (like this one here) to a lower algorithm and subsequently damage our brand (and SEO position). We consciously choose to use Loox where we have over 2800+ reviews. Thank you for reading this.
Great company....great quality clothing…
Great company....great quality clothing and superb customer service...keep doing what your doing
January 31, 2023
Unprompted review
Reply from Sutsu
Thanks for 5* review. Glad to hear you were happy with all aspects of your order / customer service and of course the product too 😀 Thanks for supporting the brand and we look forward to seeing you back in store soon.
For anyone reading this review and our response we do not actually use Trustpilot for our reviews and or have any affiliation with them – Due to their size of business and power on Google they have forced us to have this page otherwise they mark down any of our good reviews (like this one here) to a lower algorithm and subsequently damage our brand (and SEO position). We consciously choose to use Loox where we have over 2500+ reviews.
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