Reformation has been in business for eight years and has learned new ways to keep their returning customers happy. Their product selection is large and very unique. The boutique sells everything from special occasion clothing (including weddings and parties) to the most basic t-shirts and shorts for everyday wear. The store makes the clothing in a personal factory with all sustainable material. They are a certified B company, meaning they are part of a group called benefit corporations. This is a helpful way to report what they are doing to make a difference in the world. The store has been in business for eight years now and has provided customers with positive experiences since its inception. According to the website, the Reformation has had very few customer complaints. Those that do come in are quickly resolved by their customer service staff. Reformation does not believe in shipping charges. They want their customers to feel great about their purchases and to have the best possible shopping experience. To help achieve that, there shipping is free on all orders within the United States. Most packages arrive within three to five business days. They have an overnight shipping option available for a fee of thirty-five dollars. The company also offers free international shipping to customers via DHL Express Services. The return policy is just as simple. As long as the original tags are in place, the store will accept online purchases for return within twenty days from when the customer received the product. If the return is international, the time limit is extended to thirty days. The refund is then returned to the credit card used with the original purchase. To exchange any merchandise, customers must simply return the item for a full refund online, then place a new order. However, for in-store purchases they will accept exchanges within fourteen days of purchase.

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The Bad

High price tag
Few promotions
Small group of clientele

Although the company has many wonderful benefits for their customers, there are a few things the business could work on to improve the shopping experience both online and in retail stores. The clothes at the Reformation are not for any consumer who is looking for a bargain. This is probably due to the fact that most of their merchandise is put together by hand at their own factory. Most items sold on the website are upwards of one hundred dollars for each piece. The company does have retail stores located in New York City and in Los Angeles, however most of their revenue comes from their online store. They do not charge any shipping fees with their merchandise, so the high cost of the clothes do not seem as bad for customers who are shopping online. Along with the high price tag of the products sold, the company does not offer many sales promotions. Aside from free shipping, customers will not find any promotions on the website. As previously mentioned, their clothing is unique in that they use sustainable material and their own factory to create the merchandise. This contributes to the few sales promotions offered through the Reformation. While their clothing for women is outstanding, they have no options for men, children, or youth. Hopefully this is something that they can work to expand as the business continues to grow.

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The Bottom Line

Selling unique and sustainable clothing gives the Reformation something that consumer's want and can't find in other retail stores. They have a wide selection of merchandise that is easily accessible on their easy to use website as well as in a small number of retail locations. They offer free shipping to both the United States and international customers. They also allow customers to return products for a full refund. The company has been in business for eight years and has learned a few things on how to run a successful online clothing company. There are a few things that can keep customers from shopping at the Reformation. Their products offer a ton of value but do come at a high price. They only offer material for women, and do not have any promotions aside from free shipping. If you are looking for something with extra value and are willing to pay for it, we recommend using this store.

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Amy POllard Austin, TX

BEWARE. Reformation is a SCAM. I purchased 3 dresses in two different sizes. I kept one dress and sent the other 5 back. I literally took the dresses out of the bag, tried them on and put them right back in (previous comments regarding low quality, poor sizing etc applies here). When the company received my items, they said that I had stained one of the dresses and they could not return it...sticking me with a $230 dress that is not even in my size and I will never be able to wear. There is NO WAY that I put stains on this dress. This happened at their facility and instead of taking accountability for it, they just stick it to their customers. I guess this is what they mean by 'Customer Love' xx. FU Reformation! You can't build an online business by regularly sticking it to your customers.

7 years ago

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Yotam Ben Hur Yorktown Heights, NY

Reformation. I have never experienced such poor costumer service and disrespect towards costumers. Long story short: Been waiting for a shipment for more than 3 week. The order was sent twice to the wrong address. In a second attempt, had to change my flight back home and wait for the order, specifically wrote the address to your employee, paid for expedited shipment, and nothing! Again, you've sent it to the wrong address. The real absurd is your lack of care and repeating answers, saying that there is nothing you can do. The only option is that you can refund me and cancel the order, as if I should be punished, for these three weeks wait and you can just continue on. Or, as your costumer service personnel once offered: "just wait a few more days and I'm sure the items will arrive." so RUDE, and unprofessional.

9 years ago