“I really hope your poncho arrives without any issues, because if you need customer support, good luck. I reached out about a quality issue — the poncho I received was sewn incorrectly — and the response I got was incredibly frustrating. A rep named Judy asked a long list of questions just to “verify” the problem, instead of offering any real help.
What’s worse is that there’s no way to call or speak to someone directly. Once they stop replying, that’s it — you’re stuck. It feels like they just disappear and keep your money. If your order goes smoothly, great. But if you run into any issues, returns, or exchanges, don’t expect much support. I wouldn’t trust this company again and would strongly caution others to be careful before ordering.”
Hi Kent,
Thank you for sharing your feedback. We’re sorry to hear about your experience and would like the chance to discuss this further with you. Kindly respond to the email we sent so we can assist you directly.
“So when I got my order I went ahead and cold washed and cool tumbled my poncho and before ever wearing it one time the “v” sticking was all frayed and knotted. I send Sand Cloud and email and sent a picture. Never heard back. All I get are text messages every single day trying to get me to buy more. Not cool if you ask me. I mean I like the poncho a lot but for the money I don’t think it should have frayed like this. I’d prefer to not be harassed every day to buy more.”
Hi Nicole,
Thank you for sharing your feedback. We’re sorry to hear about the fraying issue with your poncho and the communication difficulties. We’d like to discuss this further with you and have already sent you an email regarding your order. Kindly respond to that email so we can assist you right away.
Thank you,
Sand Cloud Team
“The relaxing garment I've been waiting for. Versatile, comfortable. Great as a beach cover up or just something to throw on to walk around my yard.... Quality - EXCELLENT. Fast shipping. So great, in fact, I ordered coverup which is shorter than the poncho.”
“Love the design. It’s a bit heavier than expected and the interior beIng more like terry cloth than Turkish towel gives it somewhat of a rough feel. That may get softer with more washes?”
“I was expecting something softer like a normal bath towel. The material is pretty stiff. I like the look. Kinda house elf meets beach bum. I'll use it more but I don't think I need any other sand cloud items after this one. It's just not for me.”
Hi Brian,
Thank you for your honest feedback on the Border Classic Stripe Poncho. We're glad to hear you like the look! However, we’re sorry to know that the material wasn’t as soft as you expected. Your insights help us improve, and we understand that not every product will be the right fit for everyone.
We would like to discuss further with you. Kindly respond to the email that we sent you.
Warm regards,
Team Sand Cloud
“I work year round at a pool and have been wearing my first poncho (classic stripe, teal blue) daily, so I decided I needed a second one! I get a lot of compliments on both of them.”
