Reformation — Local services in New York

I came to this shop deliberately from Brooklyn to try on a specific skirt. The one I tried on had a loose thread at the seam, so I asked if they had another one in my size. I was told by the employee downstairs that this was the last piece. Upon going upstairs, the employee who had welcomed me into the store asked if everything was working out ok and I explained the situation to her. After looking at the defect, she told me to go downstairs and ask for a damage discount. Downstairs, a third employee got involved (while the one who had readily replied to me that there was no other item in my size went to actually check the storage room), casually took out a pair of scissors, cut the loose thread and asked me if that would work for me now - a genius solution to the problem of a loose thread that nobody else could have thought of. I explained that this had obviously not resolved the issue as the thread would go loose again sooner or later, and she contended that it had and therefore she couldn’t offer a damage discount. I said I would leave it then and left the store to the sound of her and her colleague having a cheeky laugh. Ridiculous, entirely unprofessional behavior - as well as ensuring that the next customer who will try on the skirt will not notice the defect until after paying 100 dollars to buy it. I will not be setting foot in that store again, and recommend to others that they do the same.

Edit: Customer service is equally dismissive and unhelpful. Their communications consist of vague statements about how seriously they are taking this issue, without explaining what they are doing to address it in store or responding to follow up emails asking for the discount that they earlier promised. What kind of wannabe, greenwashing...

I recently purchased an expensive dress from Reformation because I admired their supposed commitment to sustainability and ethical fashion. While the design was beautiful, I was deeply disappointed with the quality and care requirements. After wearing it once, I washed the dress, believing it could be laundered at home like most garments. Unfortunately, it was ruined after the first wash. Only then did I notice the label said "dry clean only," which I hadn't seen before washing. When I reached out to Reformation's customer support to explain the situation, they simply pointed out the care label and refused to offer a refund or exchange. For a brand that promotes sustainability, requiring dry cleaning—which involves harmful chemicals and additional environmental impact—seems hypocritical. It feels like their sustainability claims are more about marketing than genuine practice. The lack of transparency and unwillingness to stand behind their products have left me feeling cheated. I cannot recommend Reformation to others. Their practices don't align with their advertised values, and customers should be cautious when considering a...

Reformation provided a shopping experience I haven’t had before. They present one of each item in one size on the ground floor, and you ask a sales associate to place the items in a dressing room in the lower level. Once in the dressing room, you can change the lighting of the room from cool/warm/or sexy and request other sizes/styles through a private screen within the room.

The items are high quality materials and the style/design/cut of the pieces are lux. I am going to a black tie wedding and there are so many good options!

I was a bit afraid reading the previous comments and the sales associates are a bit dry but not anything that different from other NYC retail settings. I could see how it could deter people from buying though.

I’m giving five stars for the quality of the products and ease of seeing all potential items you might be...