Stitch Fix (NASDAQ:SFIX)

People, especially women, are going to need to try on those pants they buy online.

I recently became a client of Stitch Fix because I need some clothes and I wanted to better understand how their product is delivered. I think the concept is great. The client indicates personal sizes and style preferences. A paragraph of instructions with personal requests and other information can be sent to the "personal stylist" who selects the clothing to be forwarded to the client. Personalized service is a big part of the company's pitch. Shipments can be scheduled as desired. There is a 25% discount offered. if all 5 items that are sent in a shipment are bought. This is a nice carrot. Items of the wrong size can be exchanged for the same item (in the same color) in the appropriate size and the 25% discount still applies.
Now the pragmatics. I specifically requested some light weight pants. I received 4 shirts (2 the wrong size) and a pair of shorts. One of the shirts was not available in my size so I was unable to exchange this shirt and therefore lost the 25% discount.
While the specifics of my debacle are not that significant what is important is that the company did not deliver as advertised. No explanation or apology was offered. There is no communication from the stylist to the client. The feedback mechanism provides little opportunity for meaningful information exchange. How could I, the client, feel this was personal service. If clients are routinely treated this way I do not see anyway this business will survive, let alone thrive.