Hi there, were so sorry about your recent experience with us in our Fillmore location. We want every customer to feel welcomed and are sorry if this visit may have missed the mark. If you feel comfortable, please send us an email to [email protected]
, and mention youre from Google, describing a bit more about what happened and how we can improve.
Summary: Beautiful, expensive clothes. Confusing but super efficient fitting room system. Mixed bag for customer service. It's an interesting way to run a clothing store, but pretty confusing the first time you go. You reserve a fitting room when you go in, and then you can request any items from touchscreens in the room, which the staff retrieve from the warehouse downstairs. They are very fast at getting your new items. No one explained this. I picked up a dress to try on, a staff member asked if I wanted a fitting room, and then she looked up the dress and told me I couldn't try it on because they didn't have it in the size I wanted. After I asked about the one I had picked up, she apologized and said they used a different system for the floor models. (Which didn't work out - I wanted the medium, they split the difference and gave me an extra-small and a large to try on.) I have mixed feelings about the customer service. I understand why the other reviews said they felt like the salespeople were looking down on them. Reformation feels like a store for rich, skinny, tall, white women. This was a splurge trip for me, and I'm not skinny, tall, or white. That felt very apparent in the store. The first person I spoke to was clearly in a rush. I don't think she was really being rude, but I ended up feeling kind of dumb for not being in the know about how things worked. Later when I was waiting for a fitting room, I wasn't sure how to reserve additional items to try or how long I would wait. They were very fast at getting the items to me once I had a room, but sometimes I felt like they were impatient or frustrated. Clothing - cute, pretty revealing. Also very expensive. Unfortunately, it's not very inclusive in terms of fit or sizing. I'm mid-sized (5'4 and 125 pounds), but at Reformation a large was generally the best fit. That's fine, but I doubt that truly plus-sized people will have a good experience. I also have narrow shoulders proportionate to the rest of my frame, so the whole square/wide neckline trend meant that virtually nothing I tried worked out.