I ordered a pair of slacks for my daughter for her pre grad party and took a chance on the size... well when they arrived it was the size i had ordered, but they didnt fit her quite right, too tight. So I decided we had time to return and exchange them before the event, but the return process was such a pain... we had to return the entire shipping package and pay for that ourselves... that doesnt seem right. Got the correct pants in time but with the added cost of paying for the return/exhange shipping it wasn't a bargain anymore.

I ordered a couple of pairs of pants - too small, but the quality looked good. So I requested to return and exchange. To my surprise they make this very complicated - I have to return the package (at my expense!) and then start a new order over!
Then they send me an email that the next order (replacement pants next size up) would be marked the wrong size, but they are really the larger size.
Wrong! When I got the new pants, the packaging was sloppy, and the pants fit exactly the same as what I returned.
They are a mess!

1) Their edge is that they're "cutting out the middleman". However, their luxury goods at middleman-cutting prices seem to still have a major middleman. How else would they be $15? That's Macy's prices with a small coupon. These kinds of knits cost 3$ to make, so I'm wondering if they're not making as much mark-up as the kind of department store they're demonizing.

2) Well edited product line, though small. Their new products keep seeming to push their price point.

3) Outside of their general pretentiousness, they seem to be a standard luxury brand operating with an attractive brand story (albeit a false brand story).

4) Received my backpack and belt on time and well-packaged.

5) Belt sizes are a range of 34-38, which is not really feasible and turned out to be untrue.

Online retail is going to succeed or not based on whether or not your customers have a feel for what they're about to buy before they buy it. This place goes on and on about their process, so much that you're no longer buying the product. You're buying their brand. And you're a little disappointed.

Except with the backpacks.