Reformation

Since Covid, I have made a conscious effort to shop local small Biz. I placed an online order on 11/4 that was supposed to have been delivered 11/9. Every day since, UPS states is being delivered the next day by 7pm. I've yet to receive it. UPS no longer has the item, neither does USPS. I've emailed multiple times asking for a refund or a duplicate item be overnighted to me. I've gotten nothing but quoted their shipping policy. No offer of resolution what so ever. The only communication is via email. Even calling the store directly, no one answers and every mailbox they have is full. These are high end items, they should provide high levels of customer service. Instead, they offer zero. I will not purchase from them again nor will I recommend their products. Do better.

I just walked out of this store and I’m still shell shocked at the level of rudeness that I encountered. The first young girl who helped me with short curtly hair was super friendly and helpful. But as I was leaving, keep in mind I tried on 3 things, two jeans and a top, I guess I didn’t hang up one of the jeans. So another young woman, tall skinny with very long brown hair called my name out her and I had never spoken before so it was weird she yelled it and pointed to the pair of jeans and asked me if I was going to buy them. I kind of stood there stunned for a second because, obviously if I was going to buy them I would have surely picked them up and put them on the counter like a normal person. It was so unbelievably rude and offensive. Like how dare I make someone who works in retail hang up a single pair of jeans. 10/10 would never visit this store again. Incredibly rude and stuck up. Learn how to treat your customers.

The system works well—you select the clothes on the screen and then wait to hear your name called. We got the help we needed when we had questions. The wait was 15 minutes on Black Friday! Great experience overall. Nothing beats trying on the dresses IRL.

So, no one explained their trial room "process". I took a skirt and went into one of the many trial rooms and no one stopped me. After 2 seconds I get a knock and am asked if I have booked it and when I explained that I didn't know I was supposed to she took clothes from my hands and hung them where they were after she was done judging/smirking/mocking. This was the worst experience I've ever had. I wish I could rate it below 1

The return policy here is an absolute joke. If you have to return anything here, do not bother. They will go out of their way to make an excuse to refrain from any refund or store credit. I agree with previous comments on how blatantly rude the staff here is, the long curly haired woman in particular; the blonde woman was helpful and lovely.

Apparently at this store they display one size of each item and then you can request to try it on in your size on the computer screen up front. While I can understand this system, it’s definitely not intuitive and should be explained to customers by employees or something. I see a pair of jeans I’d like to try on already in a size I’d like to try, and I go to the fitting room area. It’s not clear who’s servicing them and I see an open room so I go in. I get a knock on the door with the employee telling me there’s a queue for the fitting rooms and I need to go to one of the screens at the front to add myself to the queue. Again, not very intuitive, but ok sure, I’ll follow the rules. I go to the screen and try to figure out the complicated process to add myself to the fitting room queue. Apparently you have to find the particular clothing piece you want to try on and add it to a cart, and then you can queue for the fitting room. Makes 0 sense, but whatever, I really like these jeans and I’m willing to jump through some hoops to try them on. Once I enter the queue, The AI tells me the average wait time is 76 minutes. There were not enough people in the store to warrant a wait of over an hour. That was the final straw. I left the jeans and walked out. I would much rather deal with ordering the jeans online and returning them if they don’t work. Would not recommend checking out the shop, just order online and return if they don’t work.

Innovative minimalist shopping experience - there is one example of each item on display. You select the items/sizes you want to try on from a touchscreen and the staff bring these to your dressing room. There are two big advantages to this: 1 more space for dressing rooms - there are like 10 in this small store. You won't have to wait. 2 in it's easier to browse without the distraction of duplicate items.

Visiting the store in person is worse than just blind buying. Associates just push you to the computer instead of answering questions or making recommendations. I searched for dresses that I liked from looking online, my size wasn't available for any of them. On top of this, the estimated wait for a fitting room was 40 minutes. Unpleasant experience and not worth visiting. Continue to shop online or somewhere else.

I own the Sigmund and Lacey dresses, both in a size 2 and the fits are wildly different; I can barely get one on. The brand tried to tell me the much tighter dress, because of its more forgiving bodice and lines, should actually fit more loosely!! When I reordered the Lacey in a 4, the size was in stock on the website, it went into my cart, the purchase was completed, and the order confirmation was received informing me the item was “shipped” and estimated arrival was 5- 12 business days. After two weeks of hearing nothing from the seller I checked on my order. After four business days I was informed my order has been converted surprise! to pre order and there’s no estimate for when I’ll receive it. Extremely poor inventory and logistics management. Bottom line: don’t be fooled- their dresses are lovely but this brand is WAY over hyped, over promoted and grossly over priced for the final quality. When you can’t rely on consistent fit and quality take the hint and find investment pieces elsewhere!

From a covid health and safety perspective, the contactless shopping is super interesting. With using the screens, you can book a changing room to try on the clothes you want, and the clothes would be placed inside. The clothing on display is more to show what are the availabilities. I'm not the right demographic for the spot, but definitely was interesting