Review: The Stitch Fix client experience, from a former employee’s perspective

So, Stitch Fix was the first subscription-based, personalized clothing service. The company launched in 2010, as the lore has it on Valentine’s Day, and every year on Valentine’s Day, employees in our warehouse received the latest edition of the annual Stitch Fix t-shirt. I started with the company in their Pennsylvania warehouse, neighboring a small city named Bethlehem.

The facility itself was about a 1/4-mile long, and the smallest in the Stitch Fix network when I joined the team in November 2020. Our warehouse was nicknamed “The Bizzy.” During my time with the company, we had a network of six warehouses– ours was the second ever opened: The Bizzy (Bethlehem, Pa.), Breezy (Atlanta, Ga.), Dizzy (Dallas, Tx.), Hoozy (Indianapolis, Ind.), Phizzy (Phoenix, Az.), and Rocky (Salt Lake City, Ut.) And that doesn’t include operations in the United Kingdom.

The Rocky closed first. Bizzy is closing now. Dizzy is closing in a few more months. And Stitch Fix is pulling out of the UK.

Working for Stitch Fix

I loved working for Stitch Fix. They paid well considering the work we did. I was hired as part of an experimental shift during the pandemic, a second shift from 3:30 p.m. to midnight, to reduce the amount of people in the building at one time. We were called “The Midnight Society,” and we had badass sweatshirts. After midnight society, we moved to ten-hour cohorts to run the building seven days a week– in line with the Freestyle business, allowing clients to order their own items and have them delivered promptly. We live in a universe where those packages show up on our doorstep within a day or two. Eventually, that ended, and we were all folded into traditional day shift. I made three shift changes in two years, some of my peers made four changes in three.

The work was easy. The corporate culture was great. But all the change was hard. Many of us clung together like trauma victims, connected by the bonds of shared experience. And for me– if you know me personally or follow this blog you know this already– Stitch Fix allowed me to recover from past work experiences that shipped away at my self-esteem, explore my health issues and be honest about how my congenital disability impacted my body and my work life, and participate in a work environment where, except for some of that day shift crew that never quite accepted us, made me feel valued for my contribution and for who I am as a person in addition to my role as a cog in a very big wheel.

Even amidst closing our facility, Stitch Fix offered a lot of opportunity and support to displaced employees that they were not required to provide.

The Stitch Fix employee’s friend’s client experience

I clearly remembering sitting on my sunporch reading a Vogue when I learned that a woman named Katrina Lake had launched a clothing subscription service. I wished I could log on and subscribe to this then monthly– and only monthly– box service because I love fashion. I was watching Elsa Klensch on CNN back in the 1990s with awe. I adored Jean-Paul Gaultier and bought his then brand new perfume (it wasn’t Classique yet, it was the only one then) and a bottle of the oh-so-trendy Chanel vamp nail polish in Paris in 1995. (And the perfume spilled all over my suitcase on the flight home, leaving a wildly strong aroma and a very broken-hearted me.)

My novel universe, the Fashion and Fiends series of horror books, blends supernatural and paranormal monsters/events with the high fashion universe. It’s just a mix of art, function, commercialism and international influence that fascinates me. Here’s an excerpt from one of my academic papers on the topic, also from 2010.

So, mindlessly folding clothes in the Stitch Fix Bizzy Hizzy while listening to podcasts and building my publishing company, Parisian Phoenix Publishing, suited me just fine. I got to see the clothes, touch them, build the boxes clients would open, and watch the machine whirl around me.

Stitch Fix offers its employees a 40% discount. We don’t get any additional discounts, like the 25% buy all, and we still have to pay styling fees. But when I started at the company, I was a single mom getting on my feet after four months of unemployment and I had gained 30 pounds that I hoped to lose again.

I gave my discount to a friend. Stitch Fix allows employees to designate their discount to anyone of their choosing, but this election can only change once every six months. My friend and I opened her boxes together– sometimes in person, sometimes via Zoom. The first couple boxes were fun, but soon we both started seeing repetitions. The algorithm that Katrina Lake raves about seemed to suggest very similar pieces to those in previous boxes whether or not my friend had kept previous items. And certain notes to the stylist the algorithm would ignore, like despite “no sleeveless” or “no horizontal stripes,” those items would come in the next box.

After a year, I had to admit those excess pounds might not be going anywhere soon. I was ready to get myself some clothes. We ordered my friend’s last box with my discount. And we opened it. I have embedded the video below, and note I am wearing a top and a pair of Judy Blue jeans that I purchased from the employee store at the warehouse.

The Stitch Fix employee’s daughter’s client experience

The Teenager, who had just turned 18, comes to me and announces that she has no idea what her own style is because people have purchased all of her clothes for her thus far in her life. As part of her Christmas present, I agree to pay for six months of Stitch Fix so she can work with a stylist.

Now, let me just go ahead and ruin the ending– this was a failure. I even looked at her client file and saw a note that the algorithm would not allow her stylist access to anything my daughter wanted. I know my daughter did not interact with the quizzes, nor did she bookmark items as favorites. Instead, she uploaded photos. And I don’t think the AI can understand that.

The first fix was moderately successful, but the later ones seemed to repeat, just like my friend’s did. I actually had more luck going into Freestyle and selecting items for her. I hoped that would make it better. It didn’t. If you watch the video of The Teenager and her first fix, she’s wearing a Hiatus t-shirt from Stitch Fix that I bought for her at the employee store in the warehouse.

Finally, MY experience as a Stitch Fix client and an employee

I feel justified in saying that the algorithm does not do as strong as a job as Katrina Lake would like us to believe. I received access to my employee discount in April 2023, and in June I received word that my warehouse would close and was led to believe I would lose my job in October when the lease to the Bizzy expired.

I had interacted with the quizzes for more than a year. I clicked on photos for my inspiration board. I ordered items from Freestyle and selected items as favorites for later. In the beginning, the hits and misses I assumed were part of the process. I signed up for the annual style pass ($50) so I no longer had to worry about styling fees if I kept nothing.

And then it started– despite purchasing every item I could find that met my criteria, my stylist could find nothing that suited my needs. Despite seeing multiple of items at my station every day, my stylist reports to me that none of the warehouses have anything like that. Despite saying I don’t wear sleeveless shirts for business or that I don’t have the shoulders for open blazers or cardigans, I get sleeveless shirts and open cardigans.

My discount expires in a few weeks, and all I want is to score a couple nice interview outfits. Yet, my stylist can’t seem to find access to anything that’s not a sweater or gaudy. I set up a fix in a panic Friday when I realized I didn’t have a white blouse that fit. I have a pair of Liverpool plaid pants, a pair of Violets & Roses plaid pants, a patterned Liverpool pencil skirt and a bright pink Skies are Blue blazer– all from Stitch Fix and on record in the system as “kept” purchases and not one shirt.

I wore a sleeveless mid-century style sheath with princess seams to my job interview, Calvin Klein from Stitch Fix. But I didn’t have a blazer.

I received a Preview of my fix today. I asked for blouses to match the clothes they know I have. I received one white Calvin Klein blouse which I told them to send, but I have a cream Calvin Klein blouse which is too big and they are sending the same size. They offered two ugly old lady sweaters, that I declined. A plain black shirt that was way too boring for the price and probably a Henley. Two pairs of pants and the black Liverpool pencil skirt (and I can hear the note from my stylist: “since I couldn’t find blouses that match your skirt, I sent a new skirt), which I also declined.

I then hit up Freestyle and didn’t find much either. But a package should be on the way. I don’t have the money, but shirts are necessary in the workplace. My fix will arrive October 16.

Cautions about Stitch Fix:I have worked returns. My friends work returns. Gross things get returned and Stitch Fix allows it. We have received pants with blood stains, clothes covered with animal hair, dildos and underwear. I found a pair of socks in a cardigan pocket. As a consumer you should wash any garment you buy before you wear it. Stitch Fix takes stuff right out of the return envelope and puts it right back on the warehouse floor.Ants, bedbugs, spiders. Because Stitch Fix accepts returns directly from the consumer, we accept their filth and critters, too. Each warehouse in the Stitch Fix network is monitored for pests, including monthly inspections from a bedbug sniffing dogs. And a month before I lost my job, my neighbor at the table six feet to my right found a bed bug on a pair of jeans she was folding for a client. The algorithm sucks. Every Stitch Fix warehouse is supposed to carry the same merchandise, yet I never received anything close to what I had hoped to get from my Fixes. When I complained that my stylist could never “find” what I wanted, I received a note that Stitch Fix often runs out of items in certain sizes. Ummm… I’m an average woman looking for a basic white office blouse.The shipping times have dramatically increased since the announced closure of half the warehouses. When I used to receive items or fixes within a day or two, it now takes about a week and often more. Returns take a month or more.Exchanges are slow and costly. Often they don’t have a piece if a different size when you want it. If they do, they charge you a second time and refund your money for the returned item about a month later. So if you order a shirt off Freestyle, pay $75, return it because it’s too small and ask for another, they charge you another $75 immediately. So, you order the first shirt, pay $75, wait about a week for the shirt to come, order a second, return the first, pay another $75, wait another week. Let’s say the second shirt is fine. You have $150 on your credit card. And you have to wait another 2-3 weeks to receive a refund of the other $75. That’s about five weeks debacle for one shirt.Benefits of Stitch Fix:I LOVE being able to open my Stitch Fix account and see my kept clothes. It reminds me what I have and also suggests how I can wear my items when I just don’t know what to wear. Today, the weather has turned cold. I had planned to wear my hoodie to breakfast but then Stitch Fix reminded me I have a very cute cropped brown sweater with billowy sleeves. And ironically, I think this might work with my Violets & Roses plaid pants for an interview outfit.Prices are reasonable if you know what the brands usually go for and watch the Freestyle sales.If clothes are damaged, they will replace them. They have a wide variety of clothes at their fingertips.They can usually deliver clothes for any occasion quickly, if you order a fix. Freestyle is slow as molasses.They take ANYTHING back.

These are all of my videos regarding our Stitch Fix experiences: