Beating the clock and Stitch Fix SNAFUs
I’m running out of steam– there are so many things to do and to talk about that I just can’t get to them all. And that’s okay.
I have commitments. I was elected president of the Greater Lehigh Valley Writers Group. I have a child enrolling at Lafayette College in a month. I met with a young editor yesterday after my day job at Stitch Fix and absorbed her energy and hopefully helped her on her journey.
The decorations and the Braille are ready for tomorrow’s Disability Pride Lehigh Valley event.
And I manged to NOT put my underwear on backwards as I did on Wednesday.
Sometimes the little wins mean a lot.
In general my blood pressure and orthostatic hypotension symptoms have improved with the increased salt in my diet. If I get a good eight hours of sleep I feel decent. I have to ask if that’s due to the salt, the rest, or my frequent missing of my calorie goals (the other night I went on an eating binge and ate 500 calories of almonds. Who does that?). It also could be my increased stress levels as I’m losing my job in seven weeks.
Seven weeks.
The first medical bills from my March hospital stay has arrived, which like everything else, makes me wonder what’s to follow. I’ve started applying for full and part-time positions–but I really want to get a part-time position in something that will give me knowledge toward building my own business or to string together writing and editing clients.
But I have no savings to pull this off.
*I have a Substack and an underpromoted, underutilized Patreon if anyone wants to support Parisian Phoenix Publishing in those ways.
Substack: Parisian Phoenix Bookish Babble
(And reviewing my own creator dashboard, I set up Patreon a year ago and didn’t do anything with it. Put that on the list, in addition to updating the web site in general.)
My recent experiences as a Stitch Fix clientI have waited more than a decade to launch into my client experience with Stitch Fix. If you’ve read any of my novels, you can probably imagine why. (More about my novels here.)
I started getting fixes around my birthday, which was in May. I had given my employee discount to a friend for a little more than a year, as I did not have the income for new clothes. If you are a regular here, you’ll know that the pandemic and my recent life and lack of discipline have led to a 30ish pound weight gain on my small frame, so that factored into my decision to postpone my fixes. Why buy new clothes if I’m not healthy and back to normal?
The Teenager told me around the Back-to-School season last year that she felt like she didn’t know her own style, because she didn’t get to buy her own clothes. So, I transferred my discount to her. And an employee discount can only be transferred every six months.
This week my fourth fix came. I can’t believe it’s four as I can only remember three, but these days I’m lucky if I can spell my own name.
So I asked for my fourth fix if my stylist could send suggestions for events related to titles launching at Parisian Phoenix Kink. Edgy, kinky, sexy. I even listed brands and ordered everything vegan leather I could find on Freestyle. Like pants. And a really amazing dress. The pants worked out, but the first dress was too small, and the second I did not order in petite so it was too long and for $250 I lost patience and wiggle room on my American Express to find “just right.” I did however find a dress, that although not vegan leather, fit the aesthetic and allowed room for my expanded-since-weight-gain bust size.
With all of this information of what I’d purchased, what I’d returned and why and so many items I had “saved for later,” the AI algorithm that Katrina Lake has bragged about in every podcast appearance I have heard should be able to show my stylist what I want. It should show me what I want.
And the same week Stitch Fix announced it was closing our Pennsylvania warehouse, Gwyneth Paltrow released an episode of her Goop podcast featuring Katrina, with whom she appears to be friends and retreat buddies, bragging about the algorithm and telling the same stories of Stitch Fix’s origins I’ve heard for three years.
Shipping times across the Stitch Fix network have increased, when the company eliminated its second shift (originally implemented for pandemic social distancing, splitting the warehouse staff in half) and asked us to convert to one of two 4-day, 10-hour cycles, the logic was that operating seven days a week (especially in our region where we can ship to anywhere in the continental US pretty much within 24-48 hours) would allow Freestyle orders to land at clients’ homes quickly.
And in my experience as client and employee, it did. My daughter was using my discount at that time and there was one incident when I ordered earrings on Friday night, coincidentally on Sunday morning around 7 a.m. on packed them, and I received them Tuesday morning.
I wrote a blog post (here). And I also made an unboxing video.
Now it often takes two weeks to receive an item. And we’re not even closed yet!
So, my fix preview comes. And I am very disappointed. I can see why the algorithm has selected certain items based on my past Fix purchases, but it’s like it has completely ignored the pile of things I have ordered from Freestyle since my last Fix.
Are you all still with me? Okay. So, the box arrives and I’m soooooo excited to see what kind of party outfit my stylist picked out. I know there’s a pink dress but everything else is a surprise. I ask The Teenager if she wants to see me open it.
She says, “Sure.”
And she starts the video. I open the material inside, and I see the “first fix” card that goes out to new clients. I am not a new client. I look at the Style Card and the name is not mine, the stylist is not mine and the fix is not mine. Now, despite the fact that I work for Stitch Fix and I fold and prepare 130+ of these fixes a day… despite the fact that this box came from our warehouse… and despite the fact that I also have performed the role of the person who prints, folds and drops the little envelope in the box…
In this moment, I am a client. It’s like all knowledge I have of of the process falls out of my head. (And it’s all on video you can watch it.)
“This is not my fix,” I say, despite the fact that I have already shown the camera a bundle with a pink dress in the middle.
I had glanced at the style card and saw that Becca, the client, had received athletic clothes and sneakers and I clearly had heels in that box.
I shoved the entire fix in the return envelope without even opening it. I was so angry and disappointed.
In my disoriented anger, I did not know that there was only a brief moment before check out that I could see the style card and note from my stylist that accompanied my fix. And I zoomed right by it as I started to realize that they were my clothes. And I recalled seeing some notes from my stylist about how the system wasn’t giving her the types of clothes I wanted so she tried to build some outfits based on what I had. But I had clicked past the note without fully reading it.
And now it’s gone.
Remember, I have waited more than a decade for these fixes. I have no clothes that fit because I gained weight during the pandemic. I am losing my job and I need clothes for interviews, business and launch parties.
I email customer support and ask for a copy of my stylecard.
At 4 a.m. the next morning, as I get dressed for work, I realize: I can peel the sticker off the box, research it and probably find my own damn style card. But we change in-house warehouse management systems so often I can’t remember which app does what I need it to do. I ask a lead– because now I realize one of the people who prints the style card is the one who screwed up my whole experience. She refreshes my memory.
I look up my package and realize my cat-loving friend Tom delivered my shoes to the picker, and that I know the name of the picker who ran around the warehouse on my behalf. The person who QC’ed my package– that’s the same job I normally do– was probably in the line next to mine. And then I see it. The person who handled my package last. It’s someone who is very good at her job and even gave me some tips once we moved to regular day shift.
This person means well, but punctuates her sentences with things like, “it’s not your fault. You second shift people weren’t trained properly.” I didn’t tell her she screwed up my box, and my animosity about the whole experience faded when I saw her name at the end of the line.
And my brain thought to itself, “it figures.”
By then, customer support had emailed me a PDF of my style card. Which I could have printed at work. But they offered to mail me a copy. So I thought, “Why not?”
I thanked the customer support person who took the time to explain to me how the warehouse works (because they always blame the warehouse, no one wants to hear that the beloved algorithm is broken). And I told her, “Yes, please mail me a copy. That would be lovely.”
I haven’t received it yet, but I do keep them. But that’s a blog entry for after my separation date.
I decide that maybe I’ll order one more fix, since I paid for the style pass so I won’t lose any money. And the preview comes… and guys… this one nails it.
It’s due to arrive at the end of the week, so here’s hoping this story has a happy ending.
