Jenny E.

Back in 2013, I placed two orders from ModCloth. Each was processed within 24 hours, and while the quality of the items can be said to be totally lacking, they weren't egregiously expensive. Thus, I wasn't totally turned off and thought it was simply an imperfect major retailer.

In less than one year, everything has worsened in three key ways.

(1) It now takes 3-4 days to even process my order. Then, once processed, it takes 2 days for shipping information to be sent to FedEx (using the not-so "savvy" shipping service). From then it takes 4-9 days to arrive at my home. My items always originate from their Ohio center... strange.

(2) Pricing has increased, and the noticeable mark-ups from vendor pricing on other sites is insulting. Furthermore, quality has somehow decreased in a year! A skirt I bought in 2013 has lasted a year before faltering structurally (and is still usable). A skirt I purchased two weeks ago is very cute, but is already structurally damaged despite washing it per the instructions (I am deciding whether to make alterations to it). I had no desire to return or complain due to reason number (3).

(3) Customer service seems to no longer be a ModCloth priority (if it ever was). Just read the reviews and you will note how the reputation has declined. Returns are no longer free, exchanges are now known to be shady, and there is no compensation for items decreasing in price after a purchase. Yet free returns, fast exchanges, and compensation for price changes are frankly very commonsense business practices. And at this stage, ModCloth is no longer a quirky, small retailer. With revenues in the millions, and notoriety stemming from their approach, they are in the big leagues. Unfortunately, they cannot seem to play like it. What they have learned is to politely claim that they hear your concerns and that all is okay. But you cannot just talk away these issues.

The Take-Away: All in all, I wouldn't purchase from this store. It will take you ions to receive your item, which will most likely be of poor quality (despite being cute), and it will then take ions to return your item (at your own cost). Wait to buy from them until they understand how to operate professionally and promptly, or allow them to spiral into the abyss and spend your money elsewhere.