Reformation — Local services in Washington

I am not being hyperbolic when I say that I had the worst experience I have ever had at a storefront during my visit to the Georgetown location today. So many red flags. For starters, nobody bothered to greet me when I walked in. I watched them do the same to several others who walked in after me. The best way to describe the environment in the store and the energy of the employees is cold, unwelcoming and uncomfortable. I literally felt invisible. I won’t get into too much detail here, but what really moved me to write this review was an exchange I had with one of the employees, who had an unusual amount of attitude and was extremely curt and rude. I was really taken aback. It got significantly worse, and so l I asked her if she was okay. I told her that her attitude and customer service was really off-putting, to which she replied “whatever,” rolled her eyes, and walked away. If it weren’t for the fact that I had spent all afternoon at Georgetown and badly needed a shirt for an event, I would’ve left right then. Instead, I purchased one shirt and decided not to buy the other four that I selected to try on because the thought of spending any more money at an establishment where I am clearly not welcome was not an option for me.

I love Reformation’s sustainability mandate, but hospitality is everything. How you make people feel matters. I won’t be back.

Update - I didn’t wear the item and will be...

I love the clothes at this store but usually shop there online. I came here as an opportunity to try some things on. I got there around opening time on a Sunday. If you don't know, at Reformation, you can look at the clothes on the racks, but you don't pull them to try on. You go to the screens on the walls and select items that you want to try on. The staff will bring them to your dressing room. There was a wait for dressing rooms so I went out browsing other stores and waited for my text that my room was ready. When I first left & got back, there was a line of folk waiting to enter... I purchased all the dresses I tried on (and now I can go online to purchase different colors of the dresses and know my size). In the dressing room, if you want a different size, you use the screen in the room to order it. The staff person seemed to take a long time to bring my size request. So, I poked my head out after a while and asked about it. I didn't know if she didn't see that I asked but I didn't want to keep waiting while so many people were outside wanting to come into the store. I'm a big fan of this store and I like the canvas tote shopping bag I get when I shop in the store. I bought more stuff than I did when I visited before. So, now I have a large Reformation tote bag to go along with my...

The employee on the second floor was extremely unprofessional and rude. I’ve noticed similar complaints about her on google reviews, so it’s surprising the store hasn’t done anything about it.

The store was very quiet when I was shopping, all the fitting rooms on the second floor were empty. I spent about 10 minutes browsing and another 10 minutes in the fitting room, frequently checking outside, but didn't see a single staff for the entire 20 minutes.

And this lady finally came upstairs, knocked at my door with the worst attitude I ever got shopping anywhere and told me I’m not supposed to be here cuz no staff assigned this room to me. Okay??!! With ALL the rooms being empty and no other customers upstairs, why not just simply assign this room to me? And more importantly, why wasn’t she upstairs in the first place to and help her customers?

This reflects either: A. This employee failed at her job multiple times, and the store should have done a better job addressing these complaints.

B. It's a brand-wide failure to train staff properly, instead of giving this ‘no customers are welcomed unless they absolutely know Reformation’s “fitting room rules”’ energy.

I'll be directly reaching out to the brand to clarify which one it is. Either way, the experience was...