April 7, 2013

Clarifying and Updating My Opinion on Stitch Fix

If you saw my last post about my experience with Stitch Fix then you know I was a bit disappointed.  However, I do want to clarify a few things about that.

I think the idea behind Stitch Fix is incredible.  The combination of convenience and personalization is exactly what any shopper would appreciate.  I also think that overall the cost of Stitch Fix is pretty fair.  I understand that the business model has the additional cost of shipping (possibly both ways) that needs to be accounted for.  I would expect to see some of that represented in the price of items.  I do not expect to be finding a cheap deal through Stitch Fix, but rather quality clothing that truly works for me at a fair price.

My disappointment came when I found pieces from fixes on the internet from boutique stores for half the price.  I am willing to pay a few dollars more for the convenience and service, but there is a limit for me.  After realizing this, I lost some trust in the company and began to wondering if I was getting what I was paying for.  

However, this weekend I received an e-mail from Stitch Fix addressing the issues I raised in my blog.  I am impressed and humbled that the CEO took the time to address my concerns.  Since I raised my issues in a public manner, I think it is only fair to pass along some updated information to you here too.   This is what I learned:
With regard to the price discrepancies in the items I found online, I was told that they have adjusted the prices of the items that I pointed out in my blog and are looking into other items from that brand.  Most of the items they carry have a standard set price (MSRP) that most retailers follow.  Sometimes, however, the smaller brands do not provide that set price, which is what led to the pricing issue I encountered.  In addition, Stitch Fix watches the prices of the other main retailers and tries to match markdowns when possible.  Stitch Fix is doing its best to make sure that this does not happen again.  

I feel a lot better to know that it was not the intention of Stitch Fix to charge a high price on an item being sold elsewhere for less.  And I will say that in my research I have found that what I was told about a standard price among retails to be true for many of the brands Stitch Fix carries.  Here is an example:
Kut from the Kloth--polka dot chambray shirt
via
This shirt is the same brand as one I've seen in many fixes, and the above one is from Dillards.  At Dillards it is $68, which I believe is on par with Stitch Fix.

Has this information changed my opinion of Stitch Fix?  Somewhat.  I think it is commendable that they have adjusted their prices to be competitive.  After all, shopping through Stitch Fix you not only get clothes, but also an experience of trying on several items at home and styling them in different ways before buying.  If you can have that experience AND competitive pricing, then I do believe that it is a good deal.  Will I try Stitch Fix again?  Possibly.  I will not write them off just yet, but I will still comparison shop.  My money is too important to me to be wasteful with it.  Over all, I guess I wanted to share that despite a bad experience, I absolutely think Stitch Fix is on the right path.  A company that takes the time to read a little blog like mine and address the concerns I raised in a post is a company that values its customers and obviously provides good customer service by wanting to make sure the customer is happy.  

15 comments:

The Fischer Family said...

How awesome that the CEO took the time to respond to your concerns AND took action! Some larger corporations (I'm looking at you Kraft!!) could do well to look at their example. I'll be interested to see how your next experience with them goes! Thanks for updating us! It is encouraging for sure! And if you're not sure what I'm talking about with Kraft visit 100daysofrealfood.com and check out the petition they have made against Kraft foods and how Kraft has responded. It's sickening and is making me boycott all Kraft products!

Maria said...

I do believe they have great customer service - I received a $25 credit after feeling like my stylist just wasn't getting me and sent me a box of seriously all black items, when I asked for fun prints and bright colors. And, I LOVE this concept. I think it's brilliant and each time I get a box, it's like Christmas. I WANT to really LOVE this service. That being said, you original post is completely validated by me.

I received my 4th box yesterday and I had high hopes because my previous box was so good! I didn't end up keeping anything from the box, but noticed a brand that I've shopped with before: Down East Basics. DownEast is a boutique, but has very reasonable prices - mainly due to the fact that their clothing quality isn't the greatest, but that's just my opinion. One of my pieces was a DownEast piece, so I looked it up - a $25 markup. If the item were very high quality and I couldn't obtain it easily, I would understand a mark up like this, but for a DownEast-quality, that's a pretty steep markup. This was my lastest box (on Friday, 4/13), so I don't know how much work they are doing at keeping their prices fair, as the CEO stated to you.

I still have $5 credit, so I might through caution to the wind and get another box, but for the most part, I'm done with the service. I'd return again if you, like you suggested, they only sell exclusive brands.

CJY323 said...

I also had this happen! I got a DownEast Basics shirt that was listed at $48 from Stitch Fix and on sale for $18 (regular $22.99) on their site. I'm pretty sure this last one was my final fix too.

Hawley said...

I loved reading what you wrote because I keep seeing everyone raving about StitchFix everywhere. I've tried it now 6x, and I think I've only kept two - maybe three- items, even with my desire to keep at least one item per stitch to "make it worth it" since $20 can either go towards the shipment OR towards the total cost of an item. I'd be willing to pay a bit more if I were getting increasingly better styles and felt like my feedback was helping them to hone my style and strengthen it. Instead, I keep getting things I explicitly said I do not want (pastels and a specific color I asked not to receive, for example) and after giving feedback against things, will get the same sort of thing. It just feels frustrating and worthless, and the fun is taken out of it if you get a few items at home that you really just don't like. Maybe I'm just incredibly picky? But I think the larger thing is that it seems the stylists only check the last fix to get an idea of your style. Anyways, I think your post was a good one and honest. I can't help but wonder if people keep raving because they get referral credit? Or if they genuinely like it because they more clearly fall into a specific style better than I do? I don't know. I do LOVE some things I have gotten through them (namely the dotted Kensie tank top and the dotted chambray shirt you mention that is also available from Dillard's), but it seems like an awful lot of effort, time, energy, and cost if out of 5 things every time, I only like one item in every other fix!

Rebecca said...

I really do love Stitch fix. I just received my 5th fix and kept everything. I have googled previous boxes and found items to be $3 less on other website, but then with shipping they would be more. I have found that every box has been more my style than before and things that I could never find where I live, let alone even think to try on in a store. I believe that you have to be very specific in your feedback. Also, I have had great success with their customer service. I eagerly anticipate every box, like Christmas, and love seeing the new things that are sent. I have found that they follow my directions in what I want, but they say that they won't send you specific things in their statement because they have limited stock of things. I like the idea of not requesting things but being surprised and finding things I wouldn't normally try on in a store. I have to say I've been very happy with the service and the items.

Rebecca said...

I really do love Stitch fix. I just received my 5th fix and kept everything. I have googled previous boxes and found items to be $3 less on other website, but then with shipping they would be more. I have found that every box has been more my style than before and things that I could never find where I live, let alone even think to try on in a store. I believe that you have to be very specific in your feedback. Also, I have had great success with their customer service. I eagerly anticipate every box, like Christmas, and love seeing the new things that are sent. I have found that they follow my directions in what I want, but they say that they won't send you specific things in their statement because they have limited stock of things. I like the idea of not requesting things but being surprised and finding things I wouldn't normally try on in a store. I have to say I've been very happy with the service and the items.

Amber P said...

I completely agree with the sentiment in your original blog. I'm on fix #3. I'm short and big busted, and both can represent a challenge for finding clothes that fit. I'm sad to say that I don't think my stylist gets it. I have been direct and explicit in my assessments to very little avail. I did find a new style of pants and shirt that both flatter my figure, so that's good. But overall I keep getting things that don't quite fit. The last straw was that I, too, find three of five items cheaper online. So I bought them online in sizes that fit me. So I look at Stitch Fix as getting a $20 finder's fee. Nevertheless, I think I'm over it. Great idea, poorly executed.

Mandy@ a sorta fairytale said...

Just now found this post after I was googling. I've had a different experience with Stitch Fix... a very very positive one.

About the pricing, I was also a little taken back when I saw some of the items in my fix were cheaper other places. However, being a business owner, I realize that the markup is where they make their profit. And considering how much they are GIVING away thanks to their infamous referral credits... they have to upsale quite a bit to make a profit. The overhead of a company is ridiculous... so in knowing this, I completely understand why things are marked up so much. You're basically just paying for the convenience of it. Just my 2 cents, though.

Leilani said...

I appreciate your original and updated post, as well as everyone else for sharing their experiences. For me, I am on fix #2 (still waiting) and I hope they listen this time to my style profile. The problem I experienced with my first fix was the pair of skinny jeans they sent me that was obviously too long and based on my style profile my stylist obviously did not pay attention. Other than that and the price of the items I agree that that business idea behind stitch fix is kinda cool. I'm still not sure how long I will continue to use this service. My next fix will tell seeing as how I explicitly told them to pay attention to my height when sending jeans/pants.

Lizzie said...

I just got my first stitchfix and am totally disappointed. As far as I can tell, they didn't even glance at my pinterest page as nothing I received in any way resembles anything I have posted. And I don't mind paying a lot of money for clothing, but I DO mind paying a lot of money for cheap clothing. And these blouses they sent are made of super cheap fabric.

Stacy said...

I went through a similar experience (and posted a cranky message on one of Stitch Fix's blog posts), had a rather lengthy email exchange with an actual stylist (who I guess was assigned to me after someone saw my message) and STILL got what I considered a "generic" fix - including the same skinny jeans they're pushing on everyone, even though I said NO NO NO to skinny jeans. My last fix was the third strike, for me. Stitch Fix was so good at sending me stuff I didn't like, that I started spending more time trying to find what I *did* like, and I've rediscovered clothes shopping and haven't enjoyed bargain hunting so much since high school! I still don't understand how they seem to be hitting the nail on the head for some women and totally blowing it for others. Oh well. Nordstrom and Macy's will do the trick for me!

Mon said...

I think it's commendable that you took the time to update your opinion on the company, including the CEO reach out. I'm impressed. Most people only take the time to be negative in commenting online. So all the much more, I wanted to leave an equally nice comment, showing my gratitude. Happy stitching ;)

The Meadows said...

I'm experimenting with this Stitch Fix and currently have my third box. I haven't decided what I think yet, but I did want to share one pricing issue. I have a beautiful yet expensive coat in this box. ($98) I googled the coat and found it on two websites - one for $180 and one for $230. I was really surprised to see it so much LESS expensive through Stitch Fix!

April Ward said...

I just received my first fix... I said NO jeans unless a dark washed jegging. What did I get JEANS... I googled them to find out they are 60 bucks less from stitch fix than the maker? I'm still out for verdict on this one. I do wonder if they read any of my lengthy notes or looked at my board as well. I was UBER specific and they're off I love clothes though so I still like the items. I honestly think for the money 5 items cost I could get 15 items from old navy of comparable quality. The sizing is way off as well...

Melrodes Place said...

Thank you for these blog posts, though I do see they are from quite a while ago. I just received my first Fix and I'm blown away. It's like a professional went shopping with me! So far I couldn't be happier. I hate shopping and loathe trying on in the dressing room even more; so for me, if the items cost a bit more, I paid for the convenience. I usually buy junk from the clearance at TJMaxx, Old Navy, and online Gap clearance, so SF was a bit of a treat for me. The quality I received from SF is great, as well.

Also, I have a lot of respect for you taking the time to be fair to Stitch Fix--or to any business. Well done : )

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