The Reformation
reviews and complaints

As I sit down to write about The Reformation, I can't help but feel a sense of admiration for a brand that not only offers stylish and sustainable clothing but also cares deeply about its customers. With a rating of 4.3 stars, it's evident that many have found solace in the eco-friendly embrace of The Reformation. Reading through the reviews, one can't help but notice the recurring theme of quality and sustainability. Customers appreciate the efforts put into creating clothing that not only looks good but also does good for the environment. From free shipping to hassle-free returns, The Reformation seems to have struck a chord with its clientele. However, like any brand, there are areas for improvement. Some customers have voiced concerns about pricing and exchange policies, highlighting the need for more flexibility. Despite these minor hiccups, The Reformation stands tall as a beacon of sustainable fashion, inviting all who seek to dress with a conscience to join their movement. So, if you're looking to make a statement with your wardrobe while treading lightly on the planet, The Reformation might just be the perfect fit for you.

Customer service here is truly appalling: their return policies are terrible, and they offer no way to contact via telephone. Reformation is trash. Avoid, avoid, avoid

They don't do price adjustments, even though my item went down $50 in price in the three days between when I ordered it and when it arrived. The item was still in stock in my size and color.

THIS COMPANY HAS THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED! They do not have a working phone number, they do not respond to emails, texts, or contact forms, I even tried Facebook, and OF COURSE, got no response. I sent back a dress WEEKS ago which says delivered and THEY WILL NOT GIVE ME A REFUND OR EVEN EMAIL ME BACK. Will NEVER purchase from this company again.

The company sent me clothing that was clearly previously worn and stretched, but cited that the item was "final sale" as a denial for return. I had ordered the item in two colors which is how I know one was a defective product. Reformation's customer service team was adamant that any item purchased as "final sale" could not be returned, even though the clothing was defective.

Garmet was not constructed properly and color was not as advertised. I was not used to not being able to return clithing. This was a final sale item but it didn't click that I wouldn't be able to at least exchange something from a reputable brand that cost over $100.00. They refused to make it right during the pandemic when I can't make more than 1 kind of these purchases monthly. Final sale should just say no refunds or exchanges.

I made sent in a return and it was sent back due to "damage." I inquired and two months later received a response about the damage. I have photo proof that zero damage they claim occurred while in my possession. This sort of practice is illegal a company forcing you to keep an item despite the damage occurring on their end or from another customer returning it. I never wear deodorant when trying clothes on (always do so immediately after showering), hence how I know this didn't come from me. Again, literally stealing. Customer service brushed my concerns off and refused to remediate in any way.

Reformation has proven to be a company that does not care about their customers, or care to offer ANY options to resolve a customer's issues. Their clothes are overpriced, and their "final sale" policy is unethically rigid, especially during a pandemic, when their stores are closed for in-room shopping. If you purchase clothing online from this company, PLEASE READ FINE PRINT! ALL FINAL SALE ITEMS ARE NON-REFUNDABLE, despite any dissatisfaction (fit, sizing, defective garment, etc.)

A company is only as good as their customer service, and this company has failed miserably. If you choose to buy from this company, please, be VERY careful! As an alternative, I would suggest looking for their clothes on Poshmark, which often sells their clothing brand-new with tags, or through a third party seller, such as Nordstrom, through which you can return the garment if you are not satisfied. Otherwise, please BEWARE. I personally do not stand behind an overpriced company that does not care about their customers, so I refuse to buy from them again or support their business in any way.

If I could, I would give this company ZERO stars. Seriously the worst online experience ever. I purchased a dress that was 'marked down.' I received the dress, but unfortunately the dress did not fit. I reached out to the company to initiate a return and learned that it was ineligible. After reaching out to the company for clarification, I learned that it was final sale. Beware they do not disclose all details of items in the product details section. I looked back at my order confirmation and realized that 'final sale' was listed in the same color text next to the item details, i.e. size and color. And it was not listed as a line item in the amount breakdown. When needing their assistance, their responses were automated, "I'm so sorry for your confusion with our final sale policy. These items were marked as 'Final Sale' on the product page, in your bag, at checkout, in your order confirmation, and finally in your shipping confirmation." Although they do a have a section that clearly outlines their final sale policy, beware that you may not be aware that you are purchasing an item that is 'final sale.' I found that they are sneaky and list 'final sale' in places (on product page, in bag, at checkout, order confirmation, and shipping confirmation) that you don't notice. Since they do in fact 'list it' as final sale, it is the customers fault that you've been mislead/fooled.

I was given a Reformation dress as a gift right before COVID hit. Obviously, I not only assumed that they would have forgiving return/exchange policies because of the virus, I also did not want to expose myself to the virus by going to the post office. My mother is going through chemotherapy right now, so I am very strict with my quarantine due to her immunocompromised state. With everything going on, I didn't try on the dress for a month or so, and realized it was one size too small. The dress was purchased in the new Austin store -- the Doutzen dress -- and is still on their website at full price, meaning it hasn't gone out of style or been retired. I just need to EXCHANGE the dress, which has not been worn once (besides when I tried it on) and has tags and everything. Reformation, despite everything going on, will not even allow me to EXCHANGE the dress. I don't even want a refund, I want the dress in my size so that I can actually wear it! You would think that a company that prides itself in sustainability and has a letter on their site regarding COVID-19 where they claim they do not want to add to the anxiety and stress we are feeling, it seems like a VERY easy way to offer friendly customer service at no expense to them. I buy TONS of clothes from Reformation, but now I won't because I want to know the company cares enough about their customers to make sure their clothes fit them.

I had shopped from Reformation a few times and I was familiar with their return & exchange policy. However, I just shopped during their ongoing 70% sale, without realizing that all items included in it were for "final sale", as there was not and there is still not, proper notice. All websites, in my experience, include any terms related to an ongoing sale with the sale announcement, but Reformation does not. The "final sale," meaning no returns and no exchanges, policy can only be found under the Returns Policy section and the only notice in this case, is the remark "final sale" with small black letters, placed under the item's name, if you view it in a separate page. The order confirmation I got included the standard Reformation return policy, which allows for returns and exchanges. I only realized that the items I purchased were not returnable, when I got the shipping confirmation email, in which, the final sale remark was finally very obvious. I had no option to cancel my order at that point and I contacted Reformation, as I had ordered items I was unsure about their fit & size, having in mind the option to return, as usual. Customer service refused to make an exception, even though I explained the situation and even though my order had just shipped and it was clearly placed without me being aware of the sale terms, caused by their quite inconspicuous notice on the website. They said that my comments would be provided to their marketing team, but there has been no change in the way they present the sale on the website since. When I expressed my disappointment and intention never to shop from Reformation again, the response I received was that I was "more than welcome to shop where ever makes me happiest." A remark, which in my opinion, except for being rude, also expressed that Reformation does not value its customers.

I placed an order on 7/28/22 for a total of $1057 and ti was received on 8/1/22. Part of the order was the Baldwin dress which cost $174.94. I wore this dress once for less than an hour when I got caught in a rain storm. I let it air dry as the instructions say not to wash or put in dryer. The dress shrunk. I reached out to customer service and they informed the dress can't get wet at all (which is not listed on the tag or website) and they are unable to help me with the issue. I did not abuse the fabric or care for it inappropriately. I literally cannot control the weather and if the material is thay sensitive to even rain it should be indicated. Customer service refused to allow me to return the item, exchange the item, or receive store credit. They said because it got wet there is nothing they can do. This seems like extremely poor service and a company that will not stand by their product. Again, if the dress can't stand up to a brief stint in weather I have no control over then it should be indicated somewhere. I am quite upset that this is how reformation treats their customers and I intend to refund the rest of my order due to lack of customer service. I followed care instructions and they still won't help. I'd appreciate assistance with this matter.

I ordered a black Muse pointelle tee which has a lace trim, but the shirt I received had none of the lace trim despite being labeled as the correct tee shirt on the attached tags. I reached out to customer service via the website form AND via email and NEVER received a response from either after several weeks, even after repeated attempts to contact them. Finally, I decided to reach out on Instagram via DM, and a representative informed me that the business KNEW about the issue and the defective product even before shipment and proceeded to ship the item without ever informing me or the other customers who were affected. I asked if they planned to restock a fixed item in the future and they said no. Pictures of the defective item are STILL displayed on the website right now despite this fact, even though I informed the representative that this was misleading because they have no intention to restock this item. The representative told me to initiate a return, which I did, but I was not satisfied with this response because non-defective products can be returned in the exact same manner so the problem was not actually addressed. I asked what specific steps Reformation planned to take to prevent defective products from being sent out and to compensate customers affected by the problem, but never received a definitive response besides vague promises to "look into" the issue.

I ordered two shirts at *** The shipper that reformation uses, ***, marked my package as delivered on Friday at *** I go outside immediately and the package is nowhere to be found. The location is secured with a key code required for access. I have had an issue with *** before where they marked delivered and didn't drop it off for several days after. For this reason I gave them 3 days before contacting. I contact reformation and they tell me the address I listed was incorrect. My address listed is literally for the mailroom, it is not incorrect. They give me the same generic response that they are not responsible for a package if the correct address is not given. Very frustrating to me because I did give them the correct address, and the contracted shipping company failed to do their part. *** told me a claim needed to be filed via reformation, and reformation refused to do so because they said the mailroom address could not be used. Furthermore, you are forced to deal with someone via text message. For *** a shirt you should probably hire someone to answer the phone, a text response for an actual order issue is wildly insufficient. While I realize that my business is a drop in the bucket to a company like this, I cannot feel good about spending another penny with them if this issue isn't resolved. Essentially this business stole *** from me and I'm truly shocked that this was handled like it's a foreign drop shipping company.

Reformation refused to honor return of brand new clothing bought online, while their retail store is closed for in-person shopping and/ or fitting. I recently ordered several sale items from Reformation online. Their retail store has been closed since March due to Covid-19, and will not allow in-person shopping or fitting, so there is no way to try on clothing before purchasing. After purchasing their sale clothing and trying on the clothes at my house, I wanted to return some items, but Reformation will not honor return of final sale clothing items. This seems very unethical considering that Covid-19 does not allow for in-store shopping. I understand a no-return policy on final sale items bought in-store, but not online, and not during a pandemic when retail stores are shut down. In addition, their final sale policy is not noted on any sale items prior to purchasing the item, but only in very fine print once the items are placed in your shopping bag. I have contacted the retailer via text (since they do not provide Customer Service representatives to speak to over the phone), and they would not help me in any way. I have also emailed Reformation, but they did not give a time frame of when they would respond, and in fact, only noted that it would take a while to get back to me because of Covid-19. In the end, this seems unethical and manipulative on Reformation's part. I understand the reasoning behind a final sale, but not within the restrictions of a pandemic.

I ordered a pair of shoes online at sale price. They did not fit me so I attempted to exchange for a different size at a Reformation store, but they did not have the shoes in stock. A store associate told me to order my correct size online (the sale had ended so they were priced normally), then contact their online customer service to price match the new shoes to the old sale price. I did exactly that. Customer service told me that they would refund me the price difference of $62.00 + tax difference of $5.50 two weeks ago. I have yet to receive this refund. When I finally received the new shoes, they were still unfortunately too big, so I returned them in store this morning. I realized that Reformation did not refund me entirely and still owes me $56.00. I reached out to their customer service team again, complaining of (1) the $62.00 price difference I am still owed, (2) the $5.50 tax difference I am still owed, and (3) the remaining $56.00 of my refund. Customer service responded to the tax difference issue and nothing else. Also when they do a "price adjustment" on an item, they do not correspondingly adjust the tax. I am also still waiting on a separate tax refund from mid December that I had to fight for (it's unlawful to charge more tax than the government requires, so if you're adjusting an item price, you must also adjust the corresponding tax). This company has the absolute worst customer service. They don't provide a phone line to clarify issues and it's clear why - they are not honest with their customers!

An order for four items from The Reformation was placed on Black Friday, but no items were received by early January. My girlfriend first attempted to contact the company for an update on the products, but they claim two separate packages were previously delivered weeks apart 11/28 & 12/16. Strangely, neither order was received. I followed up with customer service said that since it was past two weeks since these items were "delivered," they refuse to open an investigation into the missing orders. Please note: The clock for the first package would've expired by the time the second package was said to have arrived. It's beyond unusual that two packages from the same order arriving on totally separate dates would both be missing. They deny any wrongdoing and refuse accountability for the missing items. Normally, we'd be more on top of the order process, but with the holiday rush, the supply chain issues, and overall respect for delivery drivers, we have been patient. And on the initial order, it said that the delivery window for two of the items was possibly as late as 12/27. But nothing ever arrived. It's ludicrous that the Reformation is not accepting any responsibility nor is the customer service team investigating it at all. They're just denying everything and refusing to offer either a refund or replacement items, even after I told the customer service team that receiving the ordered items was the preferred option. Clearly this company lacks any business ethics, sense of morality or corporate responsibility. And apparently, this is a frequent occurrence with this company and they should be thoroughly investigated.

I purchased a pair of jeans from Reformation on 12/29 for *** order ***. When the item was delivered to me, I kept the jeans in perfect condition and kept all tags attached to the item as the returns section of their website instructed. After trying them on and deciding that they did not fit, I returned them well within the 30 day return period and shipped them back in the item's original packaging to get my money back. Once Reformation received my return, I got an email saying that the returns department had flagged my return for "bodily fluids" and that they would be sending the item back to me and I would not receive my return refund. This is absolutely ridiculous, I kept the item in perfect condition and followed all instructions that had been provided by Reformation's return department to ensure I would get my money back. This is the first online order that has ever been sent back to me and denied a refund. To not even offer a store credit is unbelievable. In the confirmation email, this is Reformation's statement: "We accept stuff in new condition with original tags attached for a full refund. You have 30 days from when you receive your order to have your return dropped off and scanned at a *** location. Your refund will be credited to the original form of payment used to make the purchase. Please note that all apothecary, underwear, pierced jewelry, and sale items are final sale. We do not accept returns if there is significant damage to the shoebox or if the shoe box has been used as the shipping box." I am a new customer to Reformation, but I can say this is definitely the last time I'll be ordering from them unless I receive my full refund or at the very least a store credit.

Purchased a dress right before COVID and did not return it within the return policy window (DUE TO THE PANDEMIC) and they will not let me exchange. I was given a Reformation dress as a gift right before COVID hit. Obviously, I not only assumed that they would have forgiving return/exchange policies because of the virus, I also did not want to expose myself to the virus by going to the post office. My mother is going through chemotherapy right now, so I am very strict with my quarantine due to her immunocompromised state. With everything going on, I didn't try on the dress for a month or so, and realized it was one size too small. The dress was purchased in the new Austin store the Doutzen dress and is still on their website at full price, meaning it hasn't gone out of style or been retired. I just need to EXCHANGE the dress, which has not been worn once (besides when I tried it on) and has tags and everything. Reformation, despite everything going on, will not even allow me to EXCHANGE the dress. I don't even want a refund, I want the dress in my size so that I can actually wear it! You would think that a company that prides itself in sustainability and has a letter on their site regarding COVID-19 where they claim they do not want to add to the anxiety and stress we are feeling, it seems like a VERY easy way to offer friendly customer service at no expense to them. I buy TONS of clothes from Reformation, but now I won't because I want to know the company cares enough about their customers to make sure their clothes fit them. Problem date: June 10th, dress still being sold for full price online (therefore, not out of season) Purchase date: February 29th Model: Doutzen Payment amount: $218 Payment method: Credit card

The short version: Reformation listed item for sale on their website that isn't actually available for sale or at that price point. And refuses to honor the price differential after I bought the dress and flagged the issue with them. They repeatedly tried to convince me that I was mistaken, even thought I provided a screen recording and screenshots taken from their website. When they finally admitted the issue was on their side, instead of honoring the price they advertised, they only offered to cancel my order, and then suggested that maybe I buy something else from their sale. The longer version: On their main Sale page *** they listed the Kourtney Dress *** on sale at *** When I did the Quick Add option from that product preview, it automatically added the dress in color Frolic to my cart (which I assumed is the name of the pattern shown in the product preview on the sale page), but at *** At first I thought maybe it was price adjusted at checkout, but when it didn't update, I assumed there was a bug so I bought it anyways, and then emailed them to get a price adjustment. The rep then told me that that color was not on sale. So I asked her which one was on sale. They informed me a different shade (Blueberries) was on sale. However, it was actually on sale *** not *** So I asked them, which, of any of the colors were on sale for *** And the rep finally admitted that that's a mistake, and no dress is actually that price. Instead of offering to adjust the price of my purchase, they asked me to cancel my order, and to maybe buy something else from their sale. As of right now, that product is STILL being advertised as *** on their website, front and center of their sale page.

I ordered an item on Dec. 22nd. It still hasn't shipped. I have reached out multiple times to the company's customer service email with no responses. On Dec. 22nd, 2020, I ordered an item from *** as a Christmas gift and paid an extra *** for expedited shipping (3-7 days). The order went through and I was charged immediately. Knowing that it might not show up until after Dec. 25th, I gave it until Dec. 26th before I reached out. On Dec. 26th, having not received any update on the order status/shipping, I utilized their contact form on their website to send an email asking for an update about my order, whether it will ship soon or if they are even processing it. I received an automated response stating they have high volumes of customer service requests currently and that they will respond as soon as possible. I waited a few more days with no responses beyond the automated one. It is now Dec. 29th, 2020 and I still have no update to the status of the order (through their side order tracker) and no shipping email from them (which is stated as the next step in the order process). I sent another email requesting information about my order with still no response, not even to discuss cancelling/refunding the order/shipping costs, or that the order is even being processed currently. My order number is ***, payment mthod was through their *** Having paid extra for the faster shipping, and not receiving any responses to my customer service inquiries, I believe this company is practicing scam-like behavior. At the very least they should have clear and concise notification of delays on their site during and immediately after the order process is completed. Now I'm unsure as to whether I'll even receive my item, and have no communication with them in order to initiate potential cancellation and refund of the order.

On 2/11/22 I ordered two of the same dress in two different sizes hoping one of them would fit. Unfortunately, neither of them fit so I requested a shipping label online to return them. I was hoping they would just give me one shipping label to return both dresses since they were in the same order but they gave me two diff labels. I went out of my way to contact a customer service rep to send me a new shipping label to return both dresses in the same package to save them shipping cost. The new shipping label was for fedex ground; there's no actual fedex store by me but there is a fedex mailbox a few blocks from my apt (I have dropped off many packages here without any issues). I walked there on Sunday 2/20/22, dropped off the package in one shipping label. I kept checking fedex tracking number but the package was never scanned. I contacted reformation a week after there was no movement but she said she was unable to grant me a full refund because the package hasn't been scanned nor delivered to their warehouse. I told her that i contacted fedex but they, too, couldn't help me because there's no record of the tracking number. I then checked the original shipping labels that were sent to me and they were for usps/fedex (means it will start with usps first then will later be transferred to fedex) and both were CREATED with no movement obviously because i didn't end up using them. However, the new shipping label that they sent me (and one that I used) simply said fedex ground but the label was NEVER created (no shipment info sent to fedex). Usually when a shipping label is created, it would say "shipment info sent to fedex" but this one can't even be found in the system. This business is definitely shady as everyone else said. I disputed the charges with my cc and I'll see if they will try to reinstate the charges. This was my first time ordering from them and will certainly be my last.

I placed an order with Reformation for approximately $610 and the products were not properly delivered and I did not receive them. On November 2, I placed an order online for two coats (the "Cumberland coat" in two sizes so that I could try on and see which fit). I intended to purchase this coat as a gift to myself for passing the bar, and it was a very expensive purchase for me. The total order cost was $610.56. I received confirmation that the items had shipped on November 3. I tracked the order and the expected delivery was November 9. On November 10, having not received notification that the package had been delivered, I checked the tracking with Fedex, which stated the package had been delivered on November 7. I contacted Reformation, and spoke with representative "***" by email, as I did not ever receive the package. I communicated with my apartment management to see if they had somehow received the package elsewhere, they had not. Reformation stated that if the package had been marked delivered, they were not responsible and they provided no further assistance and refused my requests to communicated with Fedex. I reside in an apartment complex with designated, secure storage for package delivery. There are signs indicating that packages must be delivered into the storage unit. All packages are delivered this way, at which time residents are provided a code to retrieve the package by text. Upon information and belief, the package was delivered elsewhere, not properly into the secure unit, and was taken or otherwise lost. The package was, therefore, never properly delivered to the recipient (me). Reformation failed to insure this shipment with fedex, and as the shipper, was the only one who could have insured the delivery. They contracted with a shipper who failed to properly deliver the package, but refuse to take responsibility for the loss. They, thus, stole $610.56 from me without providing me any product.

I fullfilled all the required needs for a refund, but they only gave a small percent refund back, and put the rest of the refund on "store credit". :( The first order I made was on 2/27 online at*** My order number was***, and the total came out to $291.56. I received the order promptly, tried it on, it did not fit, so I processed the return and I wanted to try to order one more dress in exchange. While processing the refund they asked me if I wanted a refund or store credit, but they did not disclose that If I chose store credit at that time, if I wanted my next purchased item to be refunded, it would ONLY be refunded as store credit, not as a true refund. Not knowing that, I said I wanted store credit which enabled me to make ordering the new dress very easy. The next order number was *** and the total was $304.41. The order showed up, I tried that on, it fit my body but it did not fit my bust, which was a sign to me that this brands clothing was just not the right design for a body with my shape, and I processed the refund but this time when it gave me the option for store credit or a full refund, I wanted the full refund. The refund was processed, and on 4/11 they sent me an email saying your refund has gone through, but they said $32.85 was refunded back to my bank account, and $271.56 was refunded as store credit. I contacted their costumer service, and they told me that it was not a mistake and that was the refund I was going to get. If I had known that they would only refund store credit back as store credit I WOULD HAVE NEVER DONE THAT, and in that way I think they are trying to defraud me of my money. I just want my money back, during that whole month of waiting for this refund I have not been working because of the lockdown order and MY FAMILY DESPERATELY NEEDS THIS MONEY BACK. I am poor, and now I feel so foolish for being taken advantage of like this, I was just trying to buy myself a dress i could feel good in and now Im in debt because of this money that was not refunded to me. PLEASE HELP ME I'M A GOOD PERSON

My dress was claimed back by Reformation from DHL without letting me know, which resulted in me paying taxes and fees for a dress that was "returned" I bought a dress on sale for around *** once it arrived to Israel, DHL wanted to charge me NIS 68 as brokerage fee (taking my package for tax authority) in addition to the required NIS 41 taxes. I contacted the Reformation customer service by email, to double check if this extra charge is ok as I understood the delivery is until my home. After 2 days a CS representative gave me a canned answer about taxes being must, without even reading the content of my email. After I re-explained the situation basically copying and pasting the content of my last email, I got a new email after waiting another day, the CS representative said he is checking on the issue, to what I answered I am waiting for your reply, 2 days passed and I got no answer, I went ahead and pay the taxes plus fees to DHL just to get the dress. After I paid the fees, I contacted DHL, that informed me Reformation claimed my dress back. I sent a new email to Reformation again, and waited another day. I got a canned answer, the taxes are a must and they refunded me the money. I NEVER got asked if I want a refund or to pay the taxes, the CS representative never updated me on my options Reformation just went ahead and refund me, I asked if something can be done, I need that dress for a photoshoot, the same CS representative, that told me, I am free to repurchase only, he doesn't know when would the dress be back on stock, so I should keep checking. The problem is that I can't be on the website 24/7, waiting to repurchase something that was not even supposed to be returned. I contacted CS again, asking for help from someone else, please note that until now, all these have been with the same CS representative. No manager contacted me or call has been made, even if I requested one at least twice. The new answer I got is just to wait for my refund. After all this time dealing with them I have redacted at least 4 emails, 2 of which I am sure have been ignored and not read carefully. Today, they removed all the sale items, so I can not even get the dress anymore when it's back.

I purchased a dress, and returned per the return policy listed on the company website. The company rejected my return with no explanation. I ordered 2 dresses on 2/20, received on 2/29, and initiated a return for 1 of the 2 dresses on 3/4. The carrier took receipt of the package on 3/4 per the tracking info, and the dress was received by the company on 3/18. I received an email on 3/19 that stated "We received your return of the Watson Dress size 6 in Carmelina from order # WXXXXXXXXXX. It's been flagged by our returns team for not meeting our return policy guidelines and has been sent back to you." I reached out to the company on 3/19, 3/20, 3/23 and 3/24. I was told on 3/23 that their factory and returns team were not operational, and that they would have an update for me when they were active. Given the current COVID situation and the timing of this issue, I tried to be patient to let the company resolve this issue with some extra time, but to my surprise, I received the dress in the mail on 4/7, with no paperwork included, no email follow up, and no explanation as to why the dress was rejected. Upon my follow up inspection, the dress is perfectly fine as I stated repeatedly to the company, it has all tags attached and no damage to the dress as the company claims. I followed up with the company again on 4/7, and have received no response. The order # is WXXXXXXXXXX. The dress is the Watson Dress, color Carmelita, price was $198. I paid via paypal/CC and used two store credits, one for $70.71, and $46.50. I kept the second dress in the order, the Petites Crimini Dress in color: Splatter at a price of $128. Prior to packing the dress up for return (I shipped it back from my office), I showed it to my co-worker, who can attest that there was no damage to the dress before it was returned back to the company. I'm attaching a PDF of the order confirmation, shipping confirmation, all of my email communications with the company, and their generic "return rejection" email with no explanation as to which portion of their policy was not followed in my return. I've also attached their return policy, and I've met all criteria stated. 1) the return was postmarked within 21 days of the ship date, 2) the item was in new condition with all tags attached. 3) the dress was not marked as a 'final sale item'.

I placed an order in Dec. 2020, but it was 'canceled' and I have not been refunded 2mo later. I contacted customer service many times w/out resolution Order WXXXXXXXXXX, placed 12/17 for $87 on Chase Visa. I reached out at the end of December via website contact form to see why it hadn't shipped yet. The email thread below follows the conversation, which left off with a promise of a refund that has gone beyond the max time and not showed up. Customer service rep also was lying or wrong about having sent an email about my canceled order or refunding it before I reached out, and was lying or wrong about my order supposedly 'shipping soon'. The company does not have a phone number to contact. *** (Reformation Customer Love) 3 Jan 2021, 20:45 to me Please type your reply above this line -## Hi Don't worry your order totally went through! We are currently seeing a high volume of orders, but our whole team is working hard to get your order out and in your hands ASAP. You will receive a shipping confirmation email with a tracking number once your new stuff is on its way! xx *** WGXXXX-XG2D *** 15 Jan 2021, 05:51 to Reformation Hello, I reached out 11 days ago about an order I placed a month ago now. It STILL hasn't shipped. This seems pretty wild even for a covid backupcan you please check on it? WXXXXXXXXXX Thanks, *** (Reformation Customer Love) 16 Jan 2021, 15:23 to me Please type your reply above this line -## Hi ***, Thanks so much for reaching out! I'm so sorry about that! It looks like your order did not go through our shipping system. I've gone ahead and passed along your order information to our bugs team to see if they can get this pushed through. Let me know if you have any other questions! Thank you. xx *** WGXXXX-XG2D *** 8 Feb 2021, 12:08 to Reformation Hello, I still have not received my order placed 12/17 and it is a month after I was told it would be shipping soon. *** (Reformation Customer Love) 8 Feb 2021, 15:47 to me Please type your reply above this line -## Hi ***, Thanks so much for reaching out! I'm so sorry for the confusion, it looks like we've refunded order WXXXXXXXXXX due to the items being out of stock on 1/21. We've also sent an email regarding the refund. Let us know if you have any other questions. Thank you! xx *** WGXXXX-XG2D *** 8 Feb 2021, 16:24 to Reformation I have no email about a refund or the items being out of stock. I have no refund posted or pending on my credit card. *** (Reformation Customer Love) 8 Feb 2021, 17:57 to me Please type your reply above this line -## Hi ***, Thanks so much for reaching out! I'm so sorry about that! The items from order WXXXXXXXXXX was out of stock. We can't apologize enough! I've gone ahead and submitted a manual refund request to our finance team to refund you for your order. Please allow up to 10 business days for the process to be completed. Let us know if we can help with anything else! xx