Reformation — Local services in New York

Happy to amend my previous review after the most recent visit to the store. Marina and Victoria both offered excellent services. Marina made sure all items were added to my room as soon as I picked something from the rack, while Victoria very kindly explained how the fitting room system works. She even tried locating an item on Canadian website for me. Reformation should recognize these employees and their hard work because it really changed the impression I had about the brand and made me purchase something on the website after the visit. Removing 1 star just because there was a mix-up in the fitting room with one of the items I was trying on.

---original review in September---

Should have checked Google review before visiting the store. Today, I had one of the worst shopping experiences I have ever had at Reformation Soho. Some context before I begin: I am visiting from out of town, and I worked at a high-end retail store when I was younger.

I arrived at the store 5 minutes before 11 and right at 11, they opened the door and a person greeted everyone with smile. After that, everything went downhill pretty quickly. When I approached a staff to ask for a size, a girl with no facial expression responded very dryly saying I have to request a size from one of them after choosing the style I want and that they will let me know when my fitting room is ready. Okay, a bit odd but I was happy to follow their policy. I asked for two items, a dress and a pair of trousers. Even though they had my size on the floor, they had to "request" another pair. Somebody came to me and said my room was ready after 5 minutes so I went in. She said someone would bring my items. I sat there and waited for about 10 minutes. No one came to check on me or brought me the items I requested. Finally, I decided to leave the store because I was running out of time and there were few more stores I wanted to check in Soho. As I was leaving my room, the same girl caught me and (again, very dryly) she asked how everything went. I said no one brought me the outfits I wanted so I am leaving. She just said oh, okay, without apology.

I guess if someone is used to this kind of shopping experience, and they love the quality of the product and the esthetic the brand offers, then it might still be worth a visit. I personally didn't feel like I was treated like a valuable customer here or they respect my time. If you want to set up your store this way so customers have to ask for sizes all the time, hire maybe 10 more staff so they can bring things from the backroom as soon...

First time I came here, I did everything pretty quick and didn’t understand the reviews. Granted, I didn’t need to try anything on.

The second time was just now - the associate was with a friend who was laughing about how she didn’t work there, looked at me (while I was actively spinning around clearly looking for an associate), and kept talking with her friend. I waited for a pause in their conversation, said hi and she said hi then turned to her friend and kept talking. I kinda just stood there and after a few seconds I told her I was there for a pickup. She asked on her mic for the item and went back to talking to their friend and another employee and sort of closed the circle of people away from me. After two or three minutes she said ‘oh they’re bringing it by the way.’ So I said ‘okay’ and moved away.

Another associate came to me a few minutes later and said they didn’t have the item (why doesn’t the store reserve them when it’s already paid for and scheduled for pickup?) and that I was going to get refunded. I asked her about stock in a different location and then said thank you and I didn’t even get a bye.

Is there no training at all in this location? I personally never care if the associates say much. I don’t need them to be overly polite, nice, talkative, etc. First time I was here the associate was a little snobbish but I would’ve still rated 5 stars. I know they deal with a lot of people and a lot of them aren’t nice. But this was frankly the worst experience I’ve had shopping from what...

Such a flawed shopping experience.

I'd planned to drop by the soho location to try on ONE item that showed up as in stock in my size, thinking (reasonably) that I may have to wait in line to get into the store since it was a busy time. I was correct about this, and waited for maybe 5 minutes to get into the store - no biggie.

Once inside, I perused the samples looking for the dress I wanted to try (since it was supposedly in stock at this location), but after not seeing it, I asked an employee if the samples on the floor were the only ones or if there were some not on display. She directed me to use the wall screen to build my "dressing room" as that would show all the available styles and sizes at the store, but with the disclaimer that it may not be completely up to date. So... I waited in line (again) for the wall screen for probably 10 minutes. I found my item in my size and added it to my "dressing room", only to be given a waiting estimated time of 148 minutes... I input my phone number so that I could receive a text once my room was ready, but I ultimately never received a text notification.

Still, days later, I've received no text or email notification regarding the item I wanted to try. Was it out of stock? Did the store close before my time was up? Did they forget me all together? Who can say. I just know I will never waste my time with this shopping...