Whew! What an eventful few weeks!
There have been a lot of headlines about the acquisition, and a lot of reactions and emotions about the news shared with us over social media. As always, we take all your feedback to heart and use it to fuel our business to be better and more relevant for you, our community. We want you to know that we hear you! We’re listening. Please know that your feedback has always been the yardstick to which we hold ourselves accountable, and this has not changed. And as always, continue to hold us accountable! We are excited to get started in this next phase of our journey and welcome all your feedback along the way.
First, we know it came as a big surprise. The news leaked to the press before we were permitted to speak about it publicly, so for a few days we could only bite our tongue and wait. Once the deal was officially announced, our amazing teams in Customer Care and Social Media have been working around the clock to respond to your comments, answer your questions, and service your specific account and order needs. We are aware that some of you have expressed disappointment, confusion, or apprehension about us partnering with Jet.com and Walmart. Of course we respect everyone’s point of view and right to be heard. Now that the dust has settled a bit, we wanted to address some of your top questions and share with you our point of view on why we are excited about what this partnership means for ModCloth.
As a venture capital-backed start-up since 2008, the company would inevitably need to be sold at some point. While we can not share any of the confidential details around the sale, please know that this was absolutely the best outcome available to ModCloth. First and foremost, this provides us with the necessary resources we need to both run our business and accelerate our growth to achieve our larger mission. Growth will enable us to amplify our message, introducing ModCloth to more amazing women, and ultimately to have a bigger impact in the world. This also allows us to continue to operate as a stand-alone brand, as well as a complimentary one within the broader family of brands and businesses of Walmart.
Teaming up with Jet.com and Walmart enables us to improve our current customer experience, like better shipping options, easier checkout, more stores, a more streamlined returns process, etc.… there are so many things we can improve and build on for our customers now that we have more resources available to us than we had before. During the next few weeks and months, we’ll be working diligently to identify the most important opportunities to tackle first. But know that every decision we make will be made with you in mind and continuing in the spirit of doing well by doing good.
Does this mean you will sell your products at Walmart?
There are no current plans to sell anywhere other than our site, apps, and first store, but we certainly are excited to introduce ourselves to a larger audience and will look for smart ways to bring our unique, exclusive, and full-size range assortment to more customers — such as through Jet.com. As for our curated and growing collection of designers and branded vendors, we are eager to share with them this same opportunity to reach a larger audience.
What will happen to your employees?
Our incredible team across our three office locations in San Francisco, Los Angeles, and Pittsburgh, PA, as well as at our first store in Austin, TX, will remain intact and continue to lead ModCloth into the future.
Will your values, specifically your commitment to empowering women, be shifting?
Our brand purpose, values, and company culture remain intact, and in fact we see this as a great opportunity to amplify our message and share our values with a larger audience. We will continue to support women’s rights through living our values of inclusivity, body positivity, and female empowerment. Helping all women feel like the best version of themselves will remain our purpose, and we’ll continue to pioneer the changes in the fashion industry that we want to see in the world. Being the most inclusive fashion brand in America is an ambitious goal, and this partnership now accelerates these efforts. As we get to know our new colleagues at Jet and Walmart, we’ll look for ways to partner together to amplify our message and accelerate our efforts.
Are you still going to stand up for size inclusivity and lifestyle inclusivity?
Of course! That is at the core of our mission and will not be changing. We have made waves in the retail industry over the years by “dropping the plus” and integrating our sizing selection, signing an anti-Photoshop pledge, and promoting an authentic, positive and diverse representation of women of all shapes and sizes — in both our digital experience and in our first store in Austin, where all in-store apparel is available to try on in a full-size range of samples. This partnership will allow us to reach more women across the country to grow our inspiring and diverse community!
What about the quality of your product? Will it change?
We hope you’ve noticed our quality getting much better over the last few years – especially as we’ve rapidly grown our ModCloth branded apparel since it first launched in the Fall of 2015, as well as a rapidly growing selection of exclusive and proprietary product only found at ModCloth. We have also been actively eliminating vendor partners over the last few years that don’t meet our standards. This is something that’s really important to us, both now and in the future. We work super hard to bring you amazing quality at a great price. We love reading your reviews, especially when you share it along with your measurements. It not only helps us make improvements directly based on your feedback but also allows our community to use your feedback to give them confidence in shopping our assortment… so please keep the feedback coming! We are excited to see how this partnership will allow us to give our community even more value, with even better service to go along with the exceptional care you’ve always known from ModCloth.
+Please continue to share your feedback — we are always listening and learning from you. It’s critical to our success; and it holds us accountable to you, our community. Together, we will make this new partnership a huge success!!
The Team at ModCloth