Significant Customer Service Changes
I was a happy customer for about 2 years (late 2022-mid-2025). Truly, I raved about the company and service to anyone that would listen. Then as we started preparing for a second subscription for our second child and our oldest moved into a bigger size, the communication started slowing down time wise with their concierge text message line. It took weeks to figure out how to set up a second subscription with multiple glitches on their website. While all of our concerns and issues have been resolved eventually, the longest time before a response was 2 weeks when waiting to hear about a refund for a return set that were charged for days after the return shipment had arrived to them. Right now, we are waiting to hear when our next set for our youngest will be shipped when the delivery date was scheduled for last week and going on a week of no response from my first communication to them about this. I am strongly considering cancelling overall, which would be very disappointing and frustrating as part of why I loved the service was the time savings not having to shop for each size of clothing, in addition to the sustainability pros. The clothes are great when they arrive; I've always gotten the preloved track. They need to be transparent with their customers instead of their website and more acting like they still have the same level of service as they did previously. 3 stars because a 5-star service is more like 2 stars now.