Charles M.

I really appreciate its clothing lines and helpful people in the stores. As I enjoy gender-fluid clothing, they are respectful of that. Some of the help (aside from those that were self-absorbed) were really helpful, esp at the Skokie store.

But the on-line experience is extremely frustrating and poor. What I list here shows a pattern of corporate indifference and, likely, greed. Also, some experiences suggest Corporate uses negative cultural stereotypes (see Part 2, below).

Part 1: Problems with their website:

1. Very poor phone service. Today, after being on hold for a while, I choose the call-back feature. Hours later, they never called back. Also, you cannot call an individual store. Typically, no employee picks up and you're shunted to a worthless central phone.

2. They don't listen. Over a year ago, I made a careful and time-consuming list of website problems (I am a former programmer) that I made to HELP THEN. But they never even responded. After more than a year, same crappy website.

3. Software lost my accrued loyalty dollars and my list of previous purchases (I am a very good cu$tomer). Then, they lowered the value of the loyalty dollars and applied that retrospectively to dollars I earned prior to the devaluation.

4. Non-functional "wish list". I had over 50 items in my wish list, but faulty software programming only shows about 8 of them. Same problem on a desktop, multiple browsers, and my phone. And after clearing caches. I've complained multiple times, no help.

5. Reduced customer service. One used to be able to have purchased items held at a store for pick-up. They got rid of that. And as noted, you can't phone individual stores (essential for seeing if they have an item of interest).

6. Website lacks most standard features seen on other sites:
A. No ability to apply multiple filters, just "clothing type" and "size". No color choices, no specifics of clothing styles or cuts, etc.
B. No ability to sort by price or range of prices. Just a lame-o filter of products of at some fixed prices and all items below that choose price.

Part 2: A corporate culture of insulting clients. It must be corporate requirement to play a single play-list of songs, several vulgar (one used F*** about every other word). I go to multiple stores: The same awful playlist. This is an INSULT to patrons, with an assumption that this is attractive. That is awful stereotyping and should be stopped years ago. Several store employees have also mentioned that it's awful.
Along that same line, why selling clothing with vulgarity and anti-social messages?

Akira, before you get upset with this review, I repeatedly tried to keep my concerns limited to your reps.

1. They will not allow you to cancel by email.
2. They provide no webpage for you to cancel.
3. They require you to cancel within a very narrow window of time -- once per year -- to cancel -- otherwise, they force "auto renew"
4. They send you no monthly email receipts... making it easier for you to forget.
5. I was eventually charged $100/mo! And stuck on auto pay. I tried emailing them and calling them. Their call-center people were all part of the scam, providing no relief or compromise.
6. I eventually complained to my credit card company. If you also got scammed, please inform your credit card company, as it does count number of scams and consumer complaints.
7. If our country had any consumer-friendly regulation, this biz would have been driven out of business. Instead, buyer beware and expect a rip-off. Sheesh