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Trend NPS over time

Refund

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30-day NPS
70
20 responses
Last 30 days
80%
16 Promoters
10%
2 Passives
10%
2 Detractors

Tracked keywords

  1. refund
    ellipsis
    Done
  2. return
    ellipsis
    Done

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    20 responses

    8
    Violet Payne ✉
    3 list
    1 hours ago

    Love that you guys offer free shipping and free returns. I hate when people don’t. Not sure my friends really have the same taste as me.

    10
    Alice Snyder ✉
    13 hours ago

    Fast shipping, incredibly generous return policy, and amazing clothes I can’t find anywhere else. Pretty rad.

    9
    Alaina Dunn ✉
    15 hours ago

    The jeans I ordered didn’t fit very well, so I wanted to return them, but I couldn’t find out where to print the return shipping label. After contacting support they helped me, which was super pleasant.

    10
    Gabrielle Fleming ✉
    3 list
    20 hours ago

    When I shop online I end up returning half of the stuff I order, so it’s always nice when I can come into the store to make sure I love the color and fit. The staff is always really friendly and totally understands you gotta try on a lot of stuff to find the perfect piece.

    10
    Mila Montgomery ✉
    3 list
    23 hours ago

    Made a return the other day and it was really pleasant.

    9
    Lyla Hoffman ✉
    a day ago

    Love being able to make returns at the store for the things I bought online. So much better than printing a return label and shipping it out. Plus I can walk out with something new on the spot.

    9
    Tristan Grant ✉
    3 list
    a day ago

    I had to return an online purchase, and I figured I’d just run down to your Palo Alto store. Your staff was able to make it happen, but they hadn’t processed an online return before, so it took a few minutes. It’s really convent to shop this way, so I’d suggest making the process a bit smoother, Well done though!

    9
    Aniyah Thomas ✉
    3 list
    3 days ago

    I bought one blouse and it ripped the third time I wore it. When I went to return it the customer support person was super helpful and took it back no questions asked. Really impressed. Customer for life now.

    9
    Aubrey Ortiz ✉
    4 days ago

    This was my first order with you guys and it couldn’t have gone better. It’s always risky trying a new brand, but the denim I got was just the right fit and the wash looked exactly like it did in the app. Plus who can complain with free shipping and returns.

    10
    Nicholas Arnold ✉
    3 list
    4 days ago

    I hate to shop, so free shipping and free returns means I can order from my sofa and then just return what I don’t want to keep.

    7
    Ian Diaz ✉
    3 list
    5 days ago

    Appreciate how you make the process of buying super quick. Unfortunately the sweater I bought was a bit too small. Said it would fit my chest dimensions, but I guess not. Now I need to return it.

    2
    Gabrielle Chavez ✉
    3 list
    6 days ago

    Bought some shirts last week at the store and they shrunk, tried to return but the staff was really rude and insinuated that I had washed them incorrectly. I expected more from you all.

    9
    Summer Davis ✉
    8 days ago

    One of the best mobile check-out experiences ever. Loved that I could take a photo of my credit card, I hate entering all that info every time. Only issue I’ve had is that the returns were a bit tricky. Took a lot of effort to get the label.

    10
    Peyton Morgan ✉
    3 list
    9 days ago

    Your sales are always a big deal. The free shipping and returns are great and customer service has always been crazy helpful and quick to respond. It’s like they never sleep.

    10
    Declan George ✉
    3 list
    9 days ago

    Love your fast shipping and easy returns.

    2
    Omar Perkins ✉
    3 list
    9 days ago

    Look, I love they way your cloths fit, but you definitely need to come up with a better way to handle online purchases being returned to local stores. The staff was bewildered and it took over an hour to fully complete the process. It did get done so you saved a little face, but what a mess!

    9
    Nathan Holland ✉
    3 list
    10 days ago

    Used to buy a lot of clothes on the last minute sale sites, but returns were always a pain and getting my size was always hit or miss. Found Hem & Stitch a couple weeks ago and your prices are as good as the last minute sites and returns are really easy, but only needed to return a few things, but now I know my size with you all.

    10
    Mckenzie Garrett ✉
    11 days ago

    Everyone claims to have easy returns, but you actually do. I can’t tell you how many sites I’ve had to beg and plea with customer support to authorize a return. There’s none of that with you guys. I just stick the label you include in the box and drop it in the post. So great.

    10
    Violet Bishop ✉
    11 days ago

    Found Hem & Stitch online first, then I needed to return something that wasn’t quite the right fit and found out you had a store really close to my house. Fell in love with everything instantly. The person who helped me couldn’t have been sweeter and I even picked up a new shirt for my husband.

    10
    Sarah Gardner ✉
    3 list
    13 days ago

    I must buy something every week. I love that I can quickly return, for free, online or stop by the store if that’s easier too. The site does a great job of showing off the details and the feel always matches what I was expecting.