Reformation — Local services in Seattle

While MOST of the staff are lovely and very helpful here, and the establishment is very clean and luxurious, I had a very bad experience with Hemster, their partnered hemming service. I bought two dresses, in total, spent around $800 here to wear on my birthday. It was a little over two weeks before my birthday, and they swore Hemster would have the dresses back in 10 business days MAX. The tenth day rolls around, and nobody has any idea where my dresses are. I contact Hemster, and they tell me my dresses were "late getting to them" and they don't have a timeline for me. I finally get one of the dresses about a week late, and the other is around 2 weeks late, also completely missing my birthday in which they said they had put a rush order in for. I finally pick up the second as I was back in town and hadn't tried on the dress until now, about 4 days since picking up the dress and it had sat in the back with the crumpled up tissue paper from Hemster. Well, I finally pull it out of the packaging and try it on and there is a giant black splotch on the front of my beautiful white dress. I am heartbroken. I dont often spend this kind of money on clothing or items for myself but as Reformation is about sustainable and well made clothing I felt comfortable investing in two pieces that made me feel like a princess and were sure to last a long time. The other dress is perfect, no complaints there other than it being very late, but I will never get to wear the second outside and I highly doubt Hemster will take responsibility or try to do anything about what they have done to my beautiful and expensive dreass. Of course, Reformation said they take no part in that so I have to go through Hemster and fight that awful company to get any kind of reparations or answers for the mistake their company is. Moral of the story, yes, absolutely get your clothing from Reformation, but DO NOT USE HEMSTER!!! Otherwise, you are in for an expensive, horrible mistake with no help whatsoever and a world of frustration. I am not alone in this experience either, doing some research online shows many people have had very similar experiences with Hemster. Reformation, please do your customers a favor and do not recommend or use Hemster. I get if you are obligated to push them as an employee but seriously, pass a girl a note or something through the dressing room doors to warn them because...

I am enamored by the Reformation shopping experience and the dresses and tops made by this brand. When I first entered the store, I was greeted by friendly faces. Taylor Kuligoski helped me by explaining the process - choose the pieces I would like to try on, let her know the size, and she'll have the associates prepare the fitting room for me with the pieces to try on. What I love about this reimagined process was there were no clutter at the racks, no need to rifle through a ton of pieces to find the size you need, and that I can focus on just choosing what I'd like to try on. And the store has all the pieces I wanted to try on in my size (size 10)! That's refreshing! On top of that Reformation dresses and tops are so well designed that almost every single item fits me like a glove. And that goes the same for the other ladies who came in to purchase. I am so impressed with this brand! High quality design, products, and service!...

I was excited to check out this store in the u-village but had no idea it operated differently in comparison to most all other stores. It’s a “show room” and you have to wait until 1 of 2 employees can assist you. It was a busy weekend and really, more staff was needed. I was oblivious to how the store functioned when I walked in, and picked something off the rack and went to try it on. As I was inside the fitting room (2-3 minutes or so), a sales rep knocked on the door and told me to leave the room immediately in a rude tone - no explanation as to why. I had to ask him what was wrong and he condescendingly explained it. His tone and language was uncalled for and demeaning. I like reformation as a brand but this was definitely one of the worst customer service experiences I have had in quite a while. I hope they hire...