Reformation — Local services in San Francisco

9/25/21 Update: Changing my review from 1 star to 5 stars today. Made two returns and the attendant helped me as I walked into the shop. She was accommodating and even offered to find me a similar style (that has my size). The other lady in the store checked in on me while I was looking around and I heard them helping others in the store as well. I also made a return in this location last year as it was close to work and also had a much better experience compared to 2018. Hope they keep it up!

2018: Terrible customer service experience on this location. I have been a #refbabe since 2017 when I discovered their brand online. Visited this store in SFO when I was in the city since I don’t have one where I live.

I made a return since I got multiple sizes. The sales staff on the front desk was not friendly at all when I was makinga refund. Sent out the “this clothes are too cool for you” vibe just like what the previous review have said. I brushed it off and went around to check their stocks in store.

I had one on hand when I heard someone yell “do you want to try that”? Wondering who was being asked I turned around and saw she was looking at me. I had to be the one to walk back to her to ask if they had my size. Another customer asked “how do I try this? How does this work do I give you the clothes or do I walk to the fitting room?” The girl on the desk named Camilla told the other customer “oh just put your size on the ipad over there (pointing to the screen)”. So much for customer service.

There were about four customers and none of the staff gave any assistance nor came up to any of us. I was checking out when the other woman seated beside my husband on the bench stood up and went beside Camilla, only time I realized she’s also a staff who was just seated with her phone on her hand and not even bothered to stand and ask around if customers needed assistance.

Not the kind of customer service expected of this store, or any store for that matter. What’s sad is for the very high price tag-- you would expect atleast the minimum effort a sales staff would give. Not here though. Not on this branch. I hope management will do something about this.

Very very far of a difference from the wonderful experience in Reformation LA and online. Never shopping at this...

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...

I showed up to try on something I had seen online. Another customer started talking to the employee I had wanted to talk to so I stood to the side to wait my turn. After a minute or two, I realized there were two other employees in the store standing around, not realizing I had clearly been waiting to be helped.

I approached one of them and told them I wanted to try on an item I saw online. She told me the store didn’t carry it.

The first employee I had wanted to talk to was no longer busy and she showed me that I could browse on the screens. While I love the concept, the shopping experience on the screens was full of bugs/bad UX design and managed to be even worse than the website experience. On top of that, not everything on the screens was available in the store so what was the point?

Then I learned the store was organizationally a mess and not really not much better than the website. Items of the same style yet different colorways were not placed next to each other and were instead scattered around the store. There was no organization at all, just clothes randomly placed on racks.

Terrible online experience. Terrible in-person experience. Most of the clothes there are really basic and seem like they only look good on really skinny people. I also deeply question their sustainability practices — honestly just seems like a marketing ploy to sell bland...