Review Time
I ordered one of their women’s merino hooded t shirts on December 26, 2025. Those items are made to order so I was fully prepared for a longer wait than usual. On January 8, I got an email that my item was shipping and I would get an email with a tracking number. Surprising, but good. Several weeks went by without a tracking number, a delivery or a change on shipping status. I wrote customer service and was told the item was shipping the next day and I would receive an email with a tracking number. Well, you can guess what’s been happening for the past few weeks. I’ve written multiple times, to be told the same thing—oh, it’s shipping tomorrow, we’ll send you a tracking number. Nothing. And I haven’t been able to find a way to actually speak with a human being— the one phone number I found went to a very garbled answering machine. ( I left a message anyway. No return call.). The final straw was two days ago when I got an email from customer service saying there were “import problems” with the item but they’d have a tracking number for me on Monday. There’s just one problem with that excuse—according to the MoS website, these made to order merino items are made in BROOKLYN, NY. I know Texas (where I live) is flyover country, but I don’t think it counts as “importing.” I immediately wrote back and said I want a full refund or on Monday, I’ll start a chargeback with my credit card. No response yet. In the meantime, I get daily (sometimes multiple times daily) advertising emails and texts from them.
It’s too bad, because I’ve liked the items I’ve bought from MoS a great deal and I was really looking forward to this one. I would have continued to buy from this company. But owners/founders of Ministry of Supply, at this price point, customer service has got to be better than this to keep me buying.
I ordered one of their women’s merino hooded t shirts on December 26, 2025. Those items are made to order so I was fully prepared for a longer wait than usual. On January 8, I got an email that my item was shipping and I would get an email with a tracking number. Surprising, but good. Several weeks went by without a tracking number, a delivery or a change on shipping status. I wrote customer service and was told the item was shipping the next day and I would receive an email with a tracking number. Well, you can guess what’s been happening for the past few weeks. I’ve written multiple times, to be told the same thing—oh, it’s shipping tomorrow, we’ll send you a tracking number. Nothing. And I haven’t been able to find a way to actually speak with a human being— the one phone number I found went to a very garbled answering machine. ( I left a message anyway. No return call.). The final straw was two days ago when I got an email from customer service saying there were “import problems” with the item but they’d have a tracking number for me on Monday. There’s just one problem with that excuse—according to the MoS website, these made to order merino items are made in BROOKLYN, NY. I know Texas (where I live) is flyover country, but I don’t think it counts as “importing.” I immediately wrote back and said I want a full refund or on Monday, I’ll start a chargeback with my credit card. No response yet. In the meantime, I get daily (sometimes multiple times daily) advertising emails and texts from them.It’s too bad, because I’ve liked the items I’ve bought from MoS a great deal and I was really looking forward to this one. I would have continued to buy from this company. But owners/founders of Ministry of Supply, at this price point, customer service has got to be better than this to keep me buying.
I did my purchase at MOS November 25, 2025 and received several items in different shipments.3 items are still missing, worth USD +500.-I've sent emails, called them and given the answering machine all the required details.Nothing happens.I guess that last option is to pay them a visit and ask the money back as they apparently have no interest in shipping the rest.Stay away.....This MIT scam isn't worth it.
I used MOS rewards points to get a gift voucher and bought a single item. The item didn’t work out, so I returned it. I only received a gift card for the small amount I paid out of pocket, and the rewards value used for the voucher never came back.When I asked why, customer service told me “this is just how it is,” even though this policy is not clearly explained anywhere in their FAQs or terms. I have followed up multiple times over the last three months and have either received no response or vague replies with no real attempt to fix the issue.I used to see Ministry of Supply as a customer‑friendly brand, but this experience has completely eroded my trust. I would be very cautious about redeeming rewards or expecting responsive support.
I had a good experience in the past with a blazer that was very warm, so decided to come back and get a Marino turtleneck. It’s been 2 weeks of waiting for tracking information. I sent them a message a week ago to see if I can get clarity on the delivery. No words back, not even a confirmation that they received my message. In this day and age, with scams being so prevalent, you cannot give customers this treatment or they will think they got scammed. Not sure what happened to this company. It feels like it went down hill.
I have purchased thousands from this company over the years. I really love their clothing. But something has changed in the past year. The shipping situation is very suspect. It can take two plus months to receive an order now, whereas it used to be two weeks. They are not transparent about this change, and you have to press them to get a valid update on your order. I am super disappointed, and sad, this is happening. I doubt I’ll order from them again.
I ordered some items back in August. They told me in September that there were shipping delays, and to expect my order early October. Great, no problem. Then October turns to December. I reach out and ask what the status is. I get a message that the Fulfillment Team is working on it. Then no updates until I follow up after a week. They say the Fulfillment Team is close to locating the order. It's been over two weeks since then. This whole time, I'm getting inundated with emails and texts about the latest product drop or some sale or another. That tells me they've shifted most of their money into advertising and R&D, rather than fulfilling the actual orders they've taken money for. I'm very disappointed after hearing so many good reviews about this company. And after looking at recent reviews, it sounds like I'm not the only one with shipping issues here.Either hire more people to keep up with the demand, or spend less energy developing the newest techwear and actually send out the stuff you already sold.
I've probably spent Thousands with this company but the quality has gone SO FAR DOWN the past year or two in both the quality of the materials to the care. They make it nearly impossible to return items. It's just a sorry state for what once was one of my favorite clothing makers.
The last two items I ordered never shipped. I was able to get a refund for the first one, not not the second. Over the last week, I've sent multiple messages to cancel the second item that I ordered over a month and a half ago, and the company has not responded.I no longer have any confidence that this company will deliver items I purchased or respond to requests for refunds when their items fail to ship.
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We believe that through science we can make you more comfortable and productive… everywhere. Based out of Boston and born in the labs of MIT, we engineer for motion, comfort, easy-care, and the planet. Think products that are breathable, stretchy, sweatproof, and easy to care for.
