dealing with a bit of a Fayt problem...
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- Опубліковано 10 лют 2025
- In this weeks vlog we take you behind the scenes of a retail stock meeting that is far from boring. We have some big decisions to make in the way we manage our stores and unfortunately we have to do what's right for the business, even if it makes our customers unhappy...
Shop Fayt here:
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Our 5 store locations:
• Newcastle, NSW
• Parramatta, NSW
• Westfield Miranda, NSW
• Westfield Chermside, QLD
• Hawthorn, VIC
Fayt store info, contact & opening hours:
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Contact Fayt:
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Contact Brittney:
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I agree with AJ, prints should be kept as online exclusives as they’re very specific to what customers like
Waiiiit I love this style of video!!! Feels like we’re apart of it in the room
I’m so glad to hear that, we’re putting a lot of effort into this UA-cam videos (opposed to our usual reels etc) so I’m stoked to hear this feedback ❤
Couldn’t agree more! I feel like I was in on a secret meeting. Love it!!
@ seriously bringing a whole new vibe to UA-cam and I’m loving it! Absolutely smashing it as always 🤍
Yes I agreee! ❤
Same! Makes me feel like I can offer ideas, get involved in the conversation haha
You could add a feature on your website “find in-store” so customers could use that before making the drive in-store. For your items that are selling well online but not so well in-store - in your larger stores (that have the team members and the BOH space) they could fulfill some of your online orders, could be a good way to move some of those bitsy sizes that sell well online and that you only have select sizes of in-store. I manage a large retail store and can absolutely appreciate the mammoth task that this is to set up, but can honestly say it makes such a huge difference! You’ll never please everyone, but the repeat/VIP customers are the ones you want to try your best to go above and beyond for ✨ Loved the video! could relate on so many levels 😂
Love this! Was just about to comment the same thing. I always love that feature on websites so I can quickly work out if it’s worth me driving to the store to try it on.
Love this idea!
Love this idea and other brands do it! I got a jumper from country road online and it was shipped from my local store.
Love this idea
I hope this video gives you some insight into retail stores! I wish it was as easy as it looks but the reality is, it's bloody tough!
It was definitely interesting to see and understand the behind-the-scenes of the running of your stores. I look forward to visiting a store soon and seeing everything in a different light. 🤗
I think the main thing to have in each store is one colour available of each item in all sizes - for example I really wanted to try a fawn top I store before I purchased so I did at parra and I got two of the colours in store, and now I know what size, so from now I can order online if I want more/in a different colour BUT you really didn’t need the fawn top in 4-5 colours in the one store, I tried on one and that was all the info I needed to purchase - people just want to be able to try everything on, colour options are great but that can be on online decision! 💖
I like the idea of just having limited sizes hanging and maybe even a sign that says “we have all sizes! Just ask our friendly staff”
I have no interest in having a business but i always enjoy everything you have to say and learn something 😂
Haha I love to hear that!
Hello lovely - long time follower. Have adored you always. Now a consultant. While this may not help with the supply chain challenges, on the “retail store has a finite amount of room” challenge, I see HENNE in Melbourne have done a great job solving for this. they have a “Showroom” where there is one piece displayed for each style and team members whose job it is to support you to understand what styles you might like to try. When you have seen a few pieces you like the look of, they escort you to a change room and come by to bring to you a suite of your sizes from the back of the store. Not only helps the store to look clean and aesthetic but gives an intimate store / brand experience to boot. Just thought I’d share how much I love this as a customer.
thanks a lot for sharing this meeting with us, Brittney. Very insightful especially for someone who is in the planning stage of starting a business. Very interesting to see some of the challenges you face and seeing how you go about problem solving/solution-finding
I am glad you enjoyed it!
Having this explained makes so much sense and I completely understand it! You guys are amazing ❤
Thank you so much Shaneigh xx
This was so eye opening! I never thought about why some things are online and not in store, I never thought about the rack space
As someone who works in logistics, back freighting clothing is HUGE. The amount of floor stock that hasn’t sold that gets shifted around is a lot.
I’m wondering if you have discounted rates set up from your store locations to your newie warehouse?
Also are you able to set the stores up with the ability to send out items direct from stores? Like if a customer wants a particular item that’s not in the warehouse but is in the store then the store can send it out? There’s a HUGE tech store that does this, every single one of their locations has a dispatch.
How to drive more people to the stores?! You, AJ, April and Claire tour the stores for meet and greets…. The people will come to meet you and purchase items.
Or also have in store sales racks?
Instore only mystery boxes for return to warehouse stock that isn't worth the cost of freight to return.
Reduce the number of colour options for the same style on display in store. Same result as reducing sizes but less work for staff and less awkward for customers.
More online exclusives for non staple items. Choose certain stores for special in-store drops
How about an outlet/overstock store location for all the older stock or items that don't sell as fast? I've always loved shopping the brand outlet stores in the US.
We have definitely had this conversation internally!
Even as 'pop up' stores
Outlets that staff can drop off excess stock too?
Maybe also have a find in store function on the website. When I worked at David Jones customers loved this x
It would be interesting if you could incorporate showing “in-store stock” online. Like Kmart for example.
So if I want downtown pants but they’re sold out online, but I can see they’re in-stock in Newcastle, well then I’ll make the effort to drive to the store to go get it in person. Does that make sense? ❤️
Another idea: In-store loyalty stamp card, like cafes do for coffee. Every 5th visit gets 5% or a free glazey etc. But you have to bring the card in each for sale and get it stamped.
i love this video!
i also worked at a smaller boutique and if you could keep one of every size out the back so customers could try it on, but then let the customer buy it and we send stock from the big warehouse to there house, plenty of people loved this saves them going to another store
this is giving the office 😂 i love it
Fayt x The Office 🤣
I love the transparency and rawness of this video.
I’ve been working in retail store management over a few years in different niches and hearing the way you are talking about this with such reason is refreshing.
I agree with a lot.
Looking at the data and seeing what your best sellers in each category are then deciding what to keep in stores until a VM change is done could be beneficial
The VM when adding in new fixtures can help fit those size ranges making it easier for customers to shop in store when it does get busy. I can hear the complaints and whining now if you take those sizes off. I wouldn’t suggest the stackers as visually over the course of the day they just end up un maintained- especially if your employees aren’t able to hustle serving and maintaining store standards, there are effective ways to change things that will still keep the vibe of your stores
Great idea having the in store sales. I think over a weekend- set up signage Friday afternoon and take it down Monday morning if managers are rostered Mon-Fri, if it’s a Tues-Sat roster that they work then set up Sat morning and take down Tues Morn as it wouldn’t hurt to get that extra traffic on a Monday from people seeing a sale who don’t know the brand
It would then help get through those collections if you still wanted to launch new products
Longer term but looking into getting a DFO would also be amazing because you’re right you will get stuck with sizes from collections that won’t sell and that way (because you’d do it in a bigger city like Sydney) your stores can send their stock to the DFO- perhaps that will cut some of the shipping costs if your warehouse is in Newcastle.
Just had to add- I love your brand and what you stand for, working in retail and seeing how you operate is literally a dream. You are doing an amazing job ❤
Absolutely love this video. I’ve definitely wondered why things are online exclusives and you have explained it perfectly! I live 30 minutes from hawthorn but have never thought of going in store. Maybe I need to make the effort and visit one day!!
I know your mission is to make everyone happy Britt but I think in this case it’s really gotta be distributing certain items to certain stores in a strategic sense. Plus adding in store stock to the website would help heaps! ❤ love this style of content too!
I think you should consider having a ‘lasts’ rack that clothes get put on when there’s 2-3 sizes left max in the store. That rack could be say 20% off for example. It would look pretty fugly but could just be hidden at the back of the stores. I actually think people would love that and good way to get rid of the dribs and drabs.
We used to have that at our Newcastle store but no one ever really shopped from it! We can definitely try it again x
You could carry styles that are comparable to as many styles as possible on the website. So if there’s a piece I’m interested in online, I could go to the store and try on a comparable item to make sure it fits and is flattering, and then I can go order the item off the website.
I love the Ghanda stores. They usually display one size of a product and then store the rest of the sizes in shelves underneath.
I also much prefer shopping online, but find it SO handy when I can see which stores have certain items/sizes in stock.
I hear what youre saying but as a customer I always hate how messy Ghanda stores are.. and its difficult for staff to be constantly folding the stuff underneath
You might benefit from digital boards in store that show the online exclusive pieces, like a rolling ad in store for your online store
Our customers are easily able to jump onto our website and see which items are online exclusives as we label every item right on our collection page ❤
What’s the demographic split of organic foot traffic to your stores vs repeat online and in store customers? If someone walked in off the street would they know there are more styles online? Would they know you have an online store?
Are you able to have a feature added online where people can click on a product and click their size and location to show they want to buy in store within a set period of time? That might help show which stores should expect a higher volume of stock needed for certain products? Love the content❤
Great video , good way to show an insight to running a retail business 🙌
This is such an interesting conversation! I do think that some messaging in the stores like "More styles online!" would be super helpful and might stop the "why can't I find this?!" comments. Like a decal on the mirrors in the changerooms or a sign at POS or something.
P.S I was lucky enough to visit the Para store last weekend and grabbed a pair of black Downtowns that are always sold out online 🤩
Our Downtowns are the best 😍
I’ve worked in retail for over 10 years visual merchandising and as soon as you mentioned that your issue was stock not fitting on the racks… I was thinking 100% girl! I would suggest when you can update your stores so they have high wall bays that way you can have say 15 items on a rack front facing, you’ll fit so much more in - I promise! And it can still be aesthetic if someone in your team has VM experience 💌✨
You could have 4 sizes and maybe 2 different colours ways out on display and then the rest in storage. Like a red size 8 and 14 and a blue 20 and 24 or whatever xo
Loved this video
Ahhh now I see why more styles are becoming online only! Loving the behind the scenes talks about daily operations! ♡
Only keep a few sizes on the floor, and the rest out the back or on shelves. Having variety is much more important than every size on show. Put signs everywhere that you have the 11 sizes. Just Jeans does this really well. Good luck😊
Why not do the sizing like Ghana? One display item and then sizing folded underneath? Would allow way more space for range
It will be a change at first, since it’s new for your customers, but after awhile they will get used to it. I like the idea of basics in store so people can get an idea of the sizing of pieces, and more online exclusives, online has more colours, prints, trendy or seasonal items. You started as ecom, so you can stay true to that, and use the stores for experiential experiences.
And a few unhappy customers doesn’t outweigh the many happy ones ❤
You could also do something, if someone was shopping in-store and didn’t find what they wanted / the right size, an exclusive code for free shipping on the website. That might ease some unhappiness and still rewards people for coming in store.
You could also have a sign next to each style saying all sizes available from 6-24, just ask our friendly staff etc. I've seen that before in several clothing stores. Also sometimes I find that if there is heaps of one item on a long rack, it makes me feel overwhelmed like in Myer or Ally
I love the idea of only the 4 hangers and the rest of the sizes in storage and prints only online it seems like a more practical way
Would you consider having some online orders be dispatched from stores aswell to help with stock? Like first dispatch from warehouse but then shopify send the online orders through to the store that’s next selected in the dispatch line if no stock online? That’s how I’ve always done major retail anyway and works well when you’ve sold out online but not necessarily in store and you’re not losing potential sales of not having the foot traffic? :) Just and idea
Potentially in the future for sure! We'd have to look into a system/software for this xx
I’ve worked at a few places that did this, yes more work for us but it does get rid of that excess stock!
I love these videos!! Its so much fun to see what is going on behind the scenes and see everything from your perspective! If possible I'd love to see more about how you go about creating and choosing your designs and how everything is made :)
We can definitely make a video on the design aspect of Fayt and how we do this ♥
@@faytthelabel yay!! that would be so interesting to see ♥
please don't take sizes off the rack! In my opinion that is your point of difference and that is what makes the customer and shopping experience different than any other store. The fact that you have every single size on the rack and people can see them and touch them and we feel like we're all included. When you're taking sizes off the rack you kind of run the risk of offending someone and I know certain sizes sell more than others, but I just think as a store that prides itself as having sizes 6 to 26 that's what needs to be shown in its entirety.
I get though that it takes up a lot of space.. but an idea I had is not having every colour in the same item available in store. For example, the downtown pants come in so many colours. But I think displaying the colours in store that sell the most and then maybe doing a advertisement on the rack like "you love our downtown pants? Well, they're available in so many MORE colours online". And this could be done not just for the downtowns but every basic that comes in multiple colours. Then you would still have items in every size, but not every colour (if that makes sense). Just something I was thinking about while I was watching!
Thanks for this feedback Tayla! I was just throwing out the idea so we can increase the amount of styles our stores can hold at once and our staff would be thoroughly trained on letting all customers come in the door know that we have all sizes available in the drawer underneath or out the back! I appreciate your feedback and will continue working with our team to better improve our experience for customers x
Have 1-2 of each size hanging up to try on, and store the rest in packaging just flat packaged out the back or similar. So after a customer tries it on, they get a sealed fresh.
To save space on racks could you display one of the items (instead of all 11 sizes) then put all the sizes of it under like a makeup shop 🤷🏻♀️
Would you look into doing micro drops?
X amount of stock in each store but only for 2 weeks or certain dates then it goes to online exclusives only?
This would push customers to the stores between day 1st-16th Feb to make sure they get their hands on particular pieces.
Also an in store ordering system.. go in, try on, order and return to the store to collect your order ( taking a deposit of course)
Love the transparency!
you could do a mini in store sale, once a month, 2 months, whatever works, to drive people into the store, i know myself i don't go in often as i live over an hour away but I would certainly be there more often to grab a deal!! You could use this to clear out old drops before a new drop launches. Everyone wants to shop the new drops, myself included but maybe the stores need a slightly different strategy.
What I think could help tackle this is having a full size range of your ‘staples’ and then you could have colour swatches in one size like cool the main garment people can try on in any size, and then you have ‘displayed’ the other prints, and stock them out back, but don’t have every colour way in every size on the shop floor.
Could you facilitate having items transferred between stores/warehouse? Like if you’re missing a size, get it transferred over for the customer and they can pick up when it arrives. That way if it falls through it’s just one item?
And maybe with excess stock, open a factory outlet style store where old stock gets sent direct at the end of the cycle. Gets discounted and sold.
I feel like whatever you guys do people will complain. But it's so true that online has everything and of course when you go in store it's not going to. Having items exclusive to both online and instore is a good thing as you'll get two types of customers. I love seeing the ins and outs of this busniess and hopefully it gives an understanding to others the hows and whys you guys to what you do.
I find that when shopping in store I have more realistic expectations as a buyer when brands show online whether something is in stock at a certain store so that I can check before committing to a visit. Really love that your full size range is available in store so please please don’t remove that part!
Thanks for the insight, on our website our online exclusive pieces are displayed clearly if you look at our collection pages! They say 'online exclusive' on the images! xx
Love seeing this side of the business and as someone who has worked in Retails its really interesting! Also love AJs input and agree with what he is saying. Just some thoughts about having less sizes on show -
- as much as it seems like a good idea to have less on the floor to cater for more styles and educating customers on full size range being out the back, I think it will only work for some/small percentage of customers. There will be a large majority of customers who see only a few sizes and if they aren't told its out the back straight away, they will be turned off.
- If the store is busy and staff can't communicate this to everyone - some will walk out.
- If the store is busy and the workers are getting sizes for other customers it would be very annoying for customers to have to wait for a staff member to be able to ask for a particular size and then wait for them to go get the size so the customer can try it on. Then you'll have customers choosing not to buy it after trying it on - and more work for the girls to put it back out the back later.
Not saying this is a completely bad idea, I just see a lot of issues with it and some things that might annoy me as a customer, particularly if someone is wanting multiple items to try on/buy.
As for tables - They can be good but can also be extremely bad if they aren't neat and tidy.. I worked at Kmart and the tables were a constant battle/disaster in some situations with being over stocked and presentation staff not maintaining. This could be different in a smaller store like yours however.
Keen to keep watching your growth and progression in business! ❤
This video is so insightful and I really hope it does open the eyes of all your customers to be more understanding with small businesses. My thoughts whilst watching the video would definitely be to drive your in-store experience/marketing up. Instead of not stocking new releases could you stock them at the shop first for a few days or so prior to releasing online, this could create traffic in-store as people know exactly what store has what product and when. I love the idea of an in-store only sale aswell. I will also add that I visited your Chermside store on Monday and really enjoyed being able to try on all the "non-essential" pieces. If I knew your stores only stocked essentials I would be less likely to revisit as I do not need to try on an essential piece to know the size or fit because it's more simple. Where as your "patterns or unique" styles are the pieces I need to try on to really see whether I purchase or not. I also fell in love with the Aviana top and Nia skirt but left behind the skirt in my size to purchase it online with the top to ensure I did not need to pay for shipping. Not sure if any of my comments are profitable to the business but I think it's amazing as a business that you guys are even checking in with your customers and offering this transparency.
Loved this video! Living vicariously through you bc I don’t have a brick and mortar and I don’t think I will in this lifetime lol
I sell crystals online and your video actually inspired a thought! I realized I also do too much by trying to keep every single customer 100 percent happy 😭 I currently have too much inventory because I’m trying to offer a million different options but really I need MORE customers with different tastes lol
Thank you so much for these videos! They provide great insights. ❤
Maybe every second size on the rack if you have storage areas out the back
Then prints online and sets online
Loving the videos Brit! As a new business owner it’s super interesting content, had an idea for your in-store shopping Activations, potentially something like a personal stylist / or an experience that shoppers couldn’t get from being online could be attractive for customers, like you were saying with your vip nights something like a style and sip? ❤
When AJ mentioned the time it takes to get freight back to the warehouse while it’s popular and selling out, by the time it comes back it’s not popular anymore. Would the stores be able to send out the products from there, once the online supply runs out?
This may not work and may sound dumb. But…
Could you have only one item of each size on the rack so people can see and feel it in person and then a tag or something they can grab if they like the style and take that to the change room and then have the girls get that size from the back for them to try. I know it would be more work for the staff but may help with the space issue in store?
Not sure if you already do this but maybe an added feature on the website for each item, that shows what store its available in if any, so when ppl browse online they know that its currently available at their store. Not sure how it works on the backend of the site, but maybe being able to see how many customers are looking for particular pieces at physical store can help inform what designs get sent to what stores. (If that makes sense)
For slightly older styles, you could hold a size of each in store for try ons, and then have free shipping if they order it in store on an iPad or similar.
I have an idea lol💡what if u did the hangers with every second size in each style & had little hanging Perspex in between each 2nd size saying ask the staff we have it out the back & every style could be diff eg- 1 top size 8,12,16,20 then another style top do 10, 14, 18,22 with the hangings acrylic plaques between each size so then people can see that u still stock all the size but saves so much space😃
Oh and another 💡 u could have QR codes people could scan on each item to add to their online wish list which would also show them all the sizes and colors it comes in😃🥰 🎉
This is super insightful I worked years in retail and balancing stock levels is always a challenge !
I’m so glad it resonated with you, you totally get it!
Hey Brit, I am a store manager in retail!
How I would get my team to communicate the sizes available in store is to say “Hey guys, how are you? Just to let you know we have more size options out the back. If you don’t see your size let us know and we can go grab it for you.”
This adds another level of service by showing the customer that your team are happy to go above and beyond and that they are ready to help whenever the customer needs them.
It will make the customer feel less of a burden when they do ask for a size from the back! ☺️
I work in footwear and i always grab my customer their size but also communicate with them that I am happy to grab another size if that one is not right! ☺️
Also too by getting your teams to double check the backroom instead of the pos system. It shows the customer that you have put in the time and effort and it also helps for the case of, if you don’t have that exact item in stock but you have it in the other colour and bring it out to them, more than likely it will entice them to at least try it on = more of a chance of a sale! ☺️
It’s a win win for everyone! ☺️
LOVE seeing these chats!!! Even if core/staple color ways are fully stocked full on all sizes on the racks, but prints only have the four choppy sizes like you mentioned!!
Also could you do an in store home delivery order?? So you could order something to a customers address for them if they are in store and you don’t have the specific color way/style stocked! :)
Glad you loved it! We already have this feature available in store! If we don’t have something in that particular store, the customer can purchase from our point of sale and have the item sent from our warehouse to their home ❤
@ ahh amazing!! I’m from the uk so I’m just sad we don’t have you here!! I order online and I’m so glad I can order online! Xx
Just a thought, create limited one of a kind new accessory pieces from deadstock such as headscarfs, scrunchies, coin /pencil pouch etc 💜
Love this ❤
I love the idea of having choppy sizes on the rack and simply asking for your size - the girls are so friendly & approachable already so as long as the customer knows, i think it’s fine!
If we were to try this strategy we'd definitely make sure our retail teams were all over it to avoid any confusion for sure!
Either a storage shed or a small 3pl warehouse close to each store.
Hey Britt! Before starting my own business I worked in management for a few different retail stores. Something the 'bigger companies' do which might be an idea to look into is, having the retail stores send out online orders for the brand. In the businesses I worked in, they would come through our pos as online orders (mailing stickers and all) and management would have to quality control check and ship it out. Just a thought for your expanding brand :)
Cass x
It is amazing how much you have learnt!!
For online only items, could you put a few sizes in store and have them specifically as try on only ?
Then people get the opportunity to see it on themselves and can order online?
Maybe could offer for staff to order through the shop at the time and have it delivered to the customers door? 🤷♀️ nab the sale on the spot.
For a display idea: Could you put only the one colour and style of a shirt for example and then have a little display/card/poster underneath that shows all the other colours and patterns available in the back, could be a picture of a model or material swatch or something . Then you could also rotate the new colour on display or most popular.
Loving the videos
It's a tough thing to juggle, I understand it from a business perspective but from a customers perspective it's really hard to shop online, it's hard for women especially because sizing across different brands are so different it's hard to order things for it to not fit then to have to deal with returning etc.
I live in Adelaide so we don't have a store here and it puts me off ordering jeans etc I'd love to try them but I don't want to go through the hassle of returning items, I do order online from you guys and love the items but with each different item I buy online it's hard to know if it will fit nicely.
I think that's why people prefer items in store we like to try them on and see how they look and make us feel.
It's definitely a hard balance to achieve especially for you guys on a business point or view.
I do think you guys are doing a wonderful job with how you communicate to customers etc and I honestly wouldn't mind if not all sizes were hung just make sure the communication is there and signs to let us know what sizes are in store.
I think part of it is also accepting that no matter what you do, you won’t be able to please everyone and that’s ok
Oh 100%, I always say this! We will continue to try though hahah
Also you can book tnt to move items between stores if someone in store wants something that’s only in another store
Me being a problem solver fixer type person my head is spinning with ways to help! I want to fix it now too
Thinking caps are on 🧠
@ always!! If I have any ideas I’ll share them in the society 😘
Loved this vlog!! Bloody epic
Omg I CANNOT believe I’m this early!!! Fav time of the week 🥰
Maybe some electronic pictures and QR codes for additional items available online, possibly with a discount on shipping since they came through from in store?
Virtual online trying on technology in store?
Would make for a cool attraction to the store and novel but also handy for any colours you might not have on the floor but still can ‘try on’.
Have only a certain number of each item in each size and colour, and if a customer wants a product that's not available in store in the colour or size they're looking for, have them on for a pre-order sort of thing, pay for it at the counter and the item they want can be delivered to the store or straight to their home address.
As someone who works in logistics, back freighting clothing is HUGE. The amount of floor stock that hasn’t sold that gets shifted around is a lot.
I’m wondering if you have discounted rates set up from your store locations to your newie warehouse?
Also are you able to set the stores up with the ability to send out items direct from their stores? Like if a customer wants a particular item that’s not in the warehouse but is in the store then the store can send it out?
Old also take stock from that specific store not selling and do a pop up stall of discounted clothes at local markets close to the store it came from
This is a tricky one but I feel that taking sizes off the rack could cause a lot of negative experience for customers. In my experience, as a plus sized girl, I find it extremely difficult shopping online. Some things don’t fit a certain way on my body shape, or sizing could be different on each item based on how I want it to fit, so trying on the clothes or even seeing them physically is beneficial for me. I’ve always felt a sort of anger towards retailers that don’t have these plus sizes in store and think to myself that I need to try on the clothes the MOST because of my unique body type. Not saying that all sizes don’t feel that way, that’s just my personal experience with it.
I rarely get to experience shopping in person. It always saddens me when I visit stores I like and none of them have my sizes on the racks.
I think your stores have truly been something special by having all of your stock on racks. But I also see the difficulty with managing this. I just hope you can consider that this may affect a few people that feel the same way as I do ❤️
Is there a way you can gather information on each store with which sizes you sell the most in each store? Then stock according to what you sell the most and then only keep a few of the other sizes you don't sell much of. It'll be a bit of work figuring out each stores market but I think it'll be worth it..
When you get down to 1 of something in one size can you have it as try on only? Then they can get one on click and collect a few days later?
I love having the ability to try on a set cause sometimes styles just don’t suit + items fit different so I feel like you guys might end up having more returns/refunds which would add more onto the wary team
I wanted comment about an awesome experience I had in the Newy store a few months ago. I went in and tried on a few items. The only size left in the white Fawn top in-store unfortunately had a stain on it. The girls offered me a discount but I had preferred to buy the top without a stain. Instead we did an order in store and paid express shipping. The top arrived at my house 2 days later. Don't know if you can also offer something like this, where you've got 1 size of everything but then the stock itself is sent from the warehouse.
I am so glad you had such a great experience in store Maddie!
Can you do a finals rack? With the final sizes of that style? Or a warehouse / outlet store with all the “bitsys”
You could even do some mystery boxes per size with a collection of bits online or in stores
If an item is sold out online, can you do a click and collect in store?
Is the active wear coming back in stock? I popped into the Newcastle store last week but didn’t realise form and staple don’t sell in store anymore. I’ve been trying to get my size for months but it’s forever sold out.
Form is restocking soon!
What about the option to order things online for click and collect to the store of the customers choice, then customers can try it on in store and if needed can return/exchange it online in store
Try hanging the sizes front to back rather than side by side and maybe have size 6-12 hanging right below size 14 and up instead of all on the same rack or have only every second size with the rest out the back/in storage
Or have only one or two of each size in store for people to try on, and if they want it you place the order online with free shipping or click and collect
Clearance/Warehouse sales, and factory outlets
As an ex retail manager… there are risks to all decisions and you can’t make everything happy. Removing sizes from the floor puts more pressure on your employees to be everywhere for everyone running getting sizes which could mean less eyes on your stop floor impacting loss prevention. Also… 1 solution might not work at every location. It’s hard, but you can’t make everyone happy. What’s best for the business, is best for the customers! ❤️
now this is good content. pls continue making videos like this
Hey girls!
It would be cool if you had your stock availability of each store for the particular item on your website. What’s prevented me from going into your store is not knowing if they would have my stock in size.
Wonder if there is opportunity in your option counts. Do you guys have a range plan for each style. Eg. this maxi dress lives on for 4 months then a new style comes in after. That way you can track that maxi dress sales and weeks cover, and if it’s slow you can manage it by marking it down to increase sell thru or pulling forward orders down to minimise liability. So when the new one comes in, you’ve got room to place x
I'm sorry but the start/style of this video reminded me of Kath and Kim! 😂 I love it regardless👏💙
We love Kath and Kim
Maybe you could do what target and Kmart etc do, where you can see if something is in store and if not, which other stores have it available or is it online exclusive? That way people can’t whinge they travelled all the way for something and it’s online only ☺️
We have definitely had this conversation internally already, thank you for your feedback! xx
Could it be an option for your stores to only display say 1-2 colours of each style but have the other colours of the same styles on the mannequins or on posters so customers can see there are other colours/prints available?
Could you do a Kmart style shipping, where if the store has enough stock to fulfil the order. Ship from there instead of just warehouse?
Just spit balling here but I appreciate that 20% of your customer is able to shop in store are some feedback is online exclusive disadvantage those customers. And so on board with the online exclusives that just makes sense. But what if you designed store specific items. Paired with that a good way to get the customer on board you could do a competition or randomly select a regular customer from each store to have the opportunity to design their own store exclusive item. Then launch it with a vip night xxx
Could you send one selection of new styles to say Miranda and then another selection to Parramatta . Like if you don’t want to order online you can drive 45 mins to find the other styles ?
Or have a small sample amount of the new styles in store for a certain period of time say 2 weeks or so .
Does each store have like a particular “vibe” ? Send the certain vibe stock to that store and not others.
1) maybe explore having a discounted rack for the older styles ala outlet - I'm sure people will eat that up!
2) less new styles / arrivals?
Could this also be a thing of doing less collections/releases in a year? I feel like sometimes it’s hard to keep up with (maybe this is just me though) when there are one or two big-ish releases a week! Maybe slowing down and marketing what you’ve got isn’t a bad thing?
Such an interesting video regardless! Thank you for giving us this insight!!
Have you seen zara's model? You can request a size and they will bring it into the store within 1-2 hours. I think they have a seperate warehouse/ storage unit closer to the store but not physically in the store. Might be something if you can afford it.
Wondering if maybe a problem is doing too many drops? I think most people would prefer restocks as opposed to having too many styles? Especially if, as AJ mentioned previously popular items get pushed down and aren’t getting any attention because of new items