Wednesday, July 3, 2013

Companies Really Can Learn (Maybe? We Hope So?)

I admit I'm a little jaded when it comes to new online bra retailers. I've seen too many that push their wares and then don't have my size, even if they carry my brands. When I first saw the add for True&Co., I didn't have high expectations.

What is True&Co.? It's an online retailer that offers to send you 5 bras (and 5 other items) for a deposit. You then try them on, then log on and let them know which ones you want to keep. You print a label to send back the ones you don't want, and there you have it - bras tried on at home. Great idea, no?

Sure enough, they carried my brands in up to an F cup. I was still a G when I found them. Le sigh, no luck. I wasn't too sure of their "fit quiz" either. You answer questions in a little quiz and it seems to suggest the same bra size you entered, or maybe a cup size difference. Then I read some reviews of the company from other bra bloggers, and they seemed to all feel the same way.

So what changed my mind? Let's blame it on my bra fairy. I have a friend who brings me bra luck. She's with me when I find awesome deals on bras, or even just find my bras in our city. She sent me the link to Jockey bras. And yesterday, she sent me a link from True&Co. about their new offering - sports bras. She is my bra fairy.

At first I laughed it off, without even clicking the link, but it was stuck in the back of my head. So I clicked on it and filled out the fit quiz, yet again. To my surprise, when I entered the size of my of favorite bra in question 3 (32FF), I got a message informing me that they do not currently carry my size, but are looking to expand their range. I was asked to enter my email address for updates on their stock.

Wow. Totally unexpected. I actually started an account with my real email address and signed up for info on whenever they stock my size. They linked me to a post where they talked about wanting to expand their offerings (although I can't find it right now). I commented with my favorite brands and all the sizes I've worn in them.

I was impressed. So I tweeted about it linking them, and they thanked me in a reply tweet. Ok, good.

I then found out I had previously started an account with my spam email address (the one I use for stuff I expect to spam me). I re-did the fit quiz based on my bra size before I first got fitted. I answered the questions as I would have then, to the best of my memory. Let's see what this gives me, right?

I was a little disappointed here. They corrected the cup size by 1 or 2, but not the band. None of the questions really seemed to pinpoint if I had a proper band size or not. So I decided they needed my feedback. (This NYT thing must have gone to my head, no?)

I emailed them:

Out of curiosity, I started 2 accounts on your site. My main account, which is linked to this email address, has my current size and fit. I was glad to see that you are looking to expand your size range!
For my other account, with my other email address, I took the fit quiz as I would have answered back before my first real fitting. Back then I was wearing a 38DD. Your fit quiz was suggesting 38Fs, 38Es, and 40DDs, but a real fitting found me to be a 36G.

Your quiz was close on the cups, at least trying to get me into a bigger cup size, but nothing indicated that I was in the wrong band. I remember always tugging my bra band back into place as it would ride up my back. A simple question about bands staying in place or moving, either up or down, could help with that.

I just wanted to give this feedback because, like I said above, I'm excited to see you expanding your size range. The area I live in requires online shopping for bras in my size, and the ability to give them a try and easily return those that don't would make life easier. Having trained and worked as a bra fitter, I love seeing opportunities for all women to get a proper fit.

Thanks for taking the time to read my feedback!

And today, I got a response:

Hi Charla,

Thank you for taking the time to offer us this feedback! We're definitely working to improve our quiz so that we can get better at diagnosing the correct band size. If you do ever have questions for us about fit we're happy to chat with you over the phone, since sometimes we do need more information than the quiz currently collects to make the best possible recommendation.

As we continue to improve we really appreciate any and all suggestions you have for us, particularly pertaining to fit and what did or didn't work for you. Keep an eye out as we expand our range as well, since we do hope to be able to fit you better going forward.

Have a great 4th of July!



I think that's a pretty damn good response. And it's real and personal. I must say, I'm pretty impressed. Of course, much like Jockey Bras, I cannot yet use their service. However, my Bra Fairy can, and is considering it. Should she check it out, I will get her to do a review for me. (She has one pending on Jockey, BTW.)

So? My point? Companies can learn. Companies can grow with their market base. And we should support the companies that are trying. I think this one is trying. Check them out. Let me know what you think.

1 comment:

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