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Recent reviews

McKenna Grace

McKenna Grace

Rated 1 out of 5 stars

I can't recommend Reformation. For what they charge, you'd expect items to arrive new and in perfect condition. In my experience, that has not happened. My problems started with Final Sale purchases. Every Final Sale item I ordered arrived damaged or defective, and since Final Sale items can't be returned, I reached out to customer service each time. Reformation now uses those requests against me, telling me they "have made multiple exceptions on multiple orders associated with your account," as if receiving damaged merchandise over and over were my fault. My two most recent orders were full-price items I'd waited months on the waitlist for, shipped from the Netherlands, and both arrived with multiple damaged items. In one order, two shirts in the same style but different colors ($92.84) both had the same broken clasp, and a $135.04 sequin shirt had multiple sequins pulling away from the fabric. In the other, a pair of $314.39 satin shoes arrived with a white residue on them. My Ring camera also shows a package being delivered half open. I know that many damaged items across that many orders sounds suspicious. That's exactly why I documented everything, and I have photos of every damaged item. But what would I gain from it? I could have returned anything I didn't want under their normal policy. All I ever asked for was the same items, new. They refused to reship and said I'd still pay return shipping. They told me their "quality control team is trained to carefully inspect every item," but also that once a package ships, it "falls under the liability of the mail carrier." A carrier doesn't break the same clasp on two separate shirts, pull sequins loose, or leave residue on shoes. When I asked to speak with a supervisor or have someone call me, they told me the matter "has been reviewed by our management team and we are unable to escalate it further" and that their team is "unavailable via phone." After I sent photo documentation of every issue, they replied that it was "very unlikely that this many items could arrive damaged" and closed my account. For a brand that markets itself on sustainability, none of this adds up and is as far from sustainable as it gets. And for these prices, the quality I received felt like barely a step above fast fashion. I'm honestly confused how wanting my items to arrive in the condition they're shown on the website is a bad thing. I reported the damage because I wanted the items and wanted them to know about a quality problem. Their response was to treat me like I was lying instead of fixing it. Paying over $300 for shoes that arrive with residue on them is unacceptable. If you do order, inspect and photograph everything the moment it arrives, and know that reporting problems may get you banned.

Dave R.

Dave R.

Rated 5 out of 5 stars

Outstanding customer service, among the very best I've encountered anywhere. And their products actually work (at least the 3 I've tried), though they aren't the magic wand you may think by reading their descriptions. While each product I've tried is absolutely effective if used correctly, there are conditions that limit their effectiveness that aren't explained and I've only learned by trial-and-error. Most notably, the Anti-Gray Serum isn't compatible with sun exposure. But after about 2 months of use, I was happy to see my gray had reduced by half (though it does work VERY gradually -- so slowly that no one even noticed). Unfortunately all that progress then was wiped out after vacationing in a tropical environment for 3 weeks and being in the sun daily for several hours. (As I sadly learned later, UV rays from the sun effectively suppress hair follicles' production of color -- which the serum had partially restored.) So I started over, now being sure either to wear a wide-brim hat or apply a mineral sunscreen to the sides of my scalp (the only place I had gray) before being out in the sun. And sure enough...eventually 40-50% of the gray disappeared again. Now after almost a full year of use, I'm weighing the benefit of the diminished gray vs. the inconvenience of the need to protect the serum-treated area from the sun and the slightly white tint the sunscreen adds to my hair. (I was advised that chemical-based sunscreens should be avoided as they may work against the serum's ingredients.) So am undecided about continuing that product. But I'll likely continue the others (neck cream and instant eye-firming cream).