My body can best be described as a compact, stocky frame. In other words, I’m a tubby short-ass. I will also acknowledge that my dimensions don’t fit into the sizing scale used by most clothing outlets. My current waist measures 41 inches (give or take a half-inch or so) and my inseam leg measurement is [sigh] 29½ inches. For some reason, U.S. trousers measured at 40/30 fit me fine, but in the U.K., Marks & Spencer’s offerings require me to pick the 42/29 in order to fit me properly. Don’t ask; I have no idea why the two countries’ inches are of different length, and why I should have to go up a size at the waist, and down a size in the length in the U.K. (The same is true of shirts, by the way: U.S. XXL shirts fit me perfectly, but I have to get XXXL shirts at M&S to accommodate my 51-inch chest and 18-inch neck.)
I should also point out that M&S is pretty much the only place I buy clothes in Britishland, and the only place I buy underwear, period. (Cliff Notes reasons for the latter: comfortable, durable and quality workmanship.) One of the reasons I like M&S so much is that their materials feel wonderful: I have very sensitive skin, and clothing that most people seem to wear without complaint drives me crazy with itching/scratching.
I’ve told you all that so I could tell you this.
Via Insty, I note that Nordstrom is testing a “new” kind of store in California (where else?) that features “personal stylists” who will guide customers in their purchase decisions, advising them on fitting and such — and then having the customer order their final choices online, to be delivered later (I guess) either to the store for pick-up, or direct to their homes. Stephen Green says:
“That might be a smart move, given that expensive floorspace and (especially) carried inventory costs are two huge disadvantages of traditional retail versus e-commerce,”
…and I agree.
I’m not going to go into a critique of this methodology, because Nordstrom generally does things right and they are, if nothing else, keenly aware of their customers’ wishes and wants. All I can say is that if they’re going to offer tailoring services (as the article suggests), they’d better have their logistics ducks in a row.
Marks & Spencer has sort of gone this route, except that they now encourage people to look at what’s available in-store; if you can’t find your exact size, then order it online at one of the many kiosks in the store, and M&S will then deliver it to any M&S location you choose — even their food-only stores and gas station outlets — if those are closer to you than the department store. It makes sense, I guess, but it also drove me scatty a while ago when I went to shop for some trousers at the Salisbury branch.
I found not only one style of trousers I liked, but three — except that only one was available in 42/29. So I asked a clerk if they might have any 42/29s in the stock-room, only to be told that M&S no longer has any stock-rooms — what’s on the floor is what you get. So I asked whether they were getting any deliveries in the near future, and was told that one was expected in a couple days’ time. Would this delivery include more of the 42/29 trousers, I asked, and was assured that their stock re-ordering system would probably handle the shortcoming.
You can guess what’s coming, right? I went back a week later, credit card clutched in my sweaty little hand, only to find that nope, their re-ordering system had obviously missed the out-of-stock situation. So I gave up, and reassured myself that in a couple weeks’ time, I’d be able to go to M&S’s giant flagship store on Oxford Street in London to get the two missing items.
Once again, you can guess what’s coming: not only did M&S not have that size in stock, but they didn’t carry that style of trousers at all. The Oxford Street branch did have some excellent shirts in XXXL, which I bought, but not the trousers I was seeking.
Never mind, I told myself: in a week’s time I’d be going to Bath, and surely I’d find my chosen trousers — which were now becoming something of an obsession — in Somerset. I’d also find some more of those excellent XXXL shirts in Bath (I’d cleaned out Oxford Street’s miniscule supply of the XXXL), so I could, finally, get all the clothing I wanted.
Not quite. Bath stocked the 42/29 trousers, which I snapped up greedily, but not that style of XXXL shirts — which they didn’t carry at all, and never had.
So when people ask me about going shopping, and why retail outlets are losing business to online shopping, I can give several reasons why. Because next time, I’m going to find the clothing I like at Marks & Spencer, not bother with looking for the sizes I need, and order them online.
But if I’m only in town for a short while and the delivery won’t be quick enough, I just won’t bother shopping there at all — which bugs the hell out of me because I love Marks & Spencer.
I love shopping at Nordstrom too, so I hope that someone there reads this and learns the appropriate lesson(s).