Reformation - New York, New York

Marialaura T.

I have to say that I was skeptical in visiting the store after reading the reviews. What a pleasant surprise! Avanguard system of trying on the clothes, you can select what you want to try on from a monitor or by indicating the item to the staff and put your name down to secure the dressing room spot, and keep on adding whatever you like, very efficient. Staff is very welcoming and helpful, good experience!

Lena P.

After reading some reviews, I'm relieved to know I wasn’t the only one who had a terrible experience. This was my first time buying from Reformation (online) and visiting their store. I went in to return an item, and the process was confusing. There was no designated area for returns, and I was told to approach an associate who was helping other customers at a display table in the middle of the store. There were two lines, and I wasn’t sure which one to use. After I chose a line with more people, I was told to switch after the person ahead of me finished—this should’ve been communicated sooner. When it was my turn, her colleague started assisting the line (from the last person, not the person behind me, which was quite odd). And when she noticed this, she said she’d be right back, which made me think it was something urgent and quick. However, she left to attend to the dressing room queue, which wasn’t a quick task, so I ended up having to wait for the other associate. She could’ve just told me that her colleague would help next instead of leaving me confused. Overall, the service was frustrating, dismissive, and I couldn't help but think the service provided by the first associate was related to my appearance. Honestly I don’t think I’ll buy from this brand again or recommend it to anyone as I don’t want anybody to go through that experience.

Elizabeth U.

I had a very good experience visiting the store in SoHo.
It wasn’t crowded, and everyone was very friendly and helpful. The dressing rooms are particularly convenient: you can check everything available in the store directly from a screen panel in the dressing room, and the item will be delivered to you. The whole system is very easy to use.
There is no conventional checkout counter, and they pack your purchases in a nice reusable shopping bag instead of paper bags.
I would definitely visit this store again!

Joelle J.

Happy to amend my previous review after the most recent visit to the store. Marina and Victoria both offered excellent services. Marina made sure all items were added to my room as soon as I picked something from the rack, while Victoria very kindly explained how the fitting room system works. She even tried locating an item on Canadian website for me. Reformation should recognize these employees and their hard work because it really changed the impression I had about the brand and made me purchase something on the website after the visit. Removing 1 star just because there was a mix-up in the fitting room with one of the items I was trying on.

---original review in September---

Should have checked Google review before visiting the store. Today, I had one of the worst shopping experiences I have ever had at Reformation Soho. Some context before I begin: I am visiting from out of town, and I worked at a high-end retail store when I was younger.

I arrived at the store 5 minutes before 11 and right at 11, they opened the door and a person greeted everyone with smile. After that, everything went downhill pretty quickly. When I approached a staff to ask for a size, a girl with no facial expression responded very dryly saying I have to request a size from one of them after choosing the style I want and that they will let me know when my fitting room is ready. Okay, a bit odd but I was happy to follow their policy. I asked for two items, a dress and a pair of trousers. Even though they had my size on the floor, they had to "request" another pair. Somebody came to me and said my room was ready after 5 minutes so I went in. She said someone would bring my items. I sat there and waited for about 10 minutes. No one came to check on me or brought me the items I requested. Finally, I decided to leave the store because I was running out of time and there were few more stores I wanted to check in Soho. As I was leaving my room, the same girl caught me and (again, very dryly) she asked how everything went. I said no one brought me the outfits I wanted so I am leaving. She just said oh, okay, without apology.

I guess if someone is used to this kind of shopping experience, and they love the quality of the product and the esthetic the brand offers, then it might still be worth a visit. I personally didn't feel like I was treated like a valuable customer here or they respect my time. If you want to set up your store this way so customers have to ask for sizes all the time, hire maybe 10 more staff so they can bring things from the backroom as soon as requested.

Sheena T.

Basically the worst shopping experience even though I like Reformation. The store has very few sizes actually in stock. When I wanted to make an exchange or order items in a different size, I was told to go to their website and basically complete the transaction myself. Returning $800 worth of sweaters ended up being easier than trying to reorder in the correct size—mainly because they required me to log into my account, which I couldn’t remember the password for and wasn’t comfortable entering on a public computer. I eventually gave up, went to a nearby shop down the street, and had a much better experience. They provided great service, a fast checkout process, and even offered a complimentary drink! This experience has definitely made me reconsider shopping here again. Also gave up on the sweaters, which were probably just an impulse buy anyway.

Margaret O.

If you’re a Black Woman, do not shop here! I would normally ask to speak to the manager and share my experience, but it’s not worth it. I shop at reformation all the time and this particular day was no different. The way I was stopped at the door and told I had to wait outside, was the most disgusting snd disturbing experience. I had to wait because the store was at “full capacity” - which is fine, but when I walked away, another woman came in the store and was let in. I went and shared my grievances with the woman who told me to wait. Of course there was no sympathy, just excuses. A black woman has to wait at the door, but a white can wait inside. Horrible and disgusting. I don’t care if she was asking a question or not. The woman nearly shut the door in my face. I would give them a 0 if I could!

Tiffany

DO NOT USE THEIR HEMMING SERVICE.

This is in regard to their partnership with Hemster, providing free hemming service. The lead time is crazy long, and the handling process is completely not transparent. For reference, I bought a pair of pants in-store and have waited over a month at this point with zero updates on the order. There are issues on the logistics and technology side of Hamster's operation, it takes 2-3 weeks just for the order shipped from Reformation to Hemster, and from there, it is like a black hole - You don't know the order status or how long it will take to complete the hemming, which takes 1-2 days if you do it at your local tailor. Their platform is not mature enough to provide basic e-commerce functionalities like shared account log-in across partners, customer support, or order status checking.

Aubrey T.

Such a flawed shopping experience.

I'd planned to drop by the soho location to try on ONE item that showed up as in stock in my size, thinking (reasonably) that I may have to wait in line to get into the store since it was a busy time. I was correct about this, and waited for maybe 5 minutes to get into the store - no biggie.

Once inside, I perused the samples looking for the dress I wanted to try (since it was supposedly in stock at this location), but after not seeing it, I asked an employee if the samples on the floor were the only ones or if there were some not on display. She directed me to use the wall screen to build my "dressing room" as that would show all the available styles and sizes at the store, but with the disclaimer that it may not be completely up to date. So... I waited in line (again) for the wall screen for probably 10 minutes. I found my item in my size and added it to my "dressing room", only to be given a waiting estimated time of 148 minutes... I input my phone number so that I could receive a text once my room was ready, but I ultimately never received a text notification.

Still, days later, I've received no text or email notification regarding the item I wanted to try. Was it out of stock? Did the store close before my time was up? Did they forget me all together? Who can say. I just know I will never waste my time with this shopping format again.