Has anyone tried Trunk Club?
Overall decent yelp scores - but some very telling bad ones.
12/31/2015
Trunk Club seems like a great service on the surface. They have a large group of fashionista's who can help pick out great clothes to make you look and feel good.
After three weeks, I cancelled my account because the service was such a disaster.
Firstly, the fashionista's are mostly 22 year old girls who may be fashionable, but they are also immature. This is cute at first but gets old fast when you have service issues like I had. My stylist was had been there about four months. At one point, she became completely unresponsive. I was left to call into general customer service to try to resolve a long list of problems with their service. That's not good service, especially considering a just bought $4k worth of merchandise from them.
I was eventually handed off to a "manager" who was an interesting guy, but I wouldn't call him helpful. His picture should be on Wikipedia under "passive aggressive behavior."
Here are some of the problems I experienced.
- Unexpected, hidden charges for tailoring. This came out of the blue. Even when explained, the charges didn't make any sense.
- $500 designer shoes that I couldn't return after I learned they were causing blisters. Double ouch.
- Trunks being sent to me without authorization, sometimes charged right away and sometimes not.
- Hostile management team after I requested a different stylist. I tried several times to rectify the situation but to no avail. The managers aren't any more mature or experienced than the stylists are.
- Tailored pants were sent to me after I asked and confirmed that I could pick them up so I would have them in time for a meeting.
- Tailor was incompetent. My pants were way too long and were nothing like they were measured and marked to be when I had my fitting with the tailor.
When I asked my stylist about these issues she just said, "I don't know!" Nice.
It's my understanding there is massive turnover among the stylist team. 40% leave within the first year. So, even if you find someone you like, chances are they won't be there for long.
The word on the street is Nordstrom's purchased Trunk Club for a lot of money. For their sake, I hope it was an earn out. I didn't see anything that couldn't be easily replicated. It seems likely Nordstrom paid too much for this business.
In a final act of desperation, I reached out to the Founders of Trunk Club, hoping to connect with fellow entrepreneurs. No response either. Founders usually care more than what they've demonstrated in this case. I can only assume they have checked out and are working on their next startup.
In summary, Trunk Club is a pretty face with no substance behind it. If you want to talk to pretty girls, then go there. If you want a true fashion partner that will listen and understand your needs, look elsewhere.