I’ve been having a problem shared by many women: none of my bras are fitting correctly. It’s been a shamefully long time since I’ve invested a decent amount of time and money into this crucial piece of daily kit, so I set out on the quest which is only rivalled by the search for the perfect pair of jeans. I ultimately visited three shops, here’s the tale of my labours…
Bra stop the first: Marks and Spencer
I entered a local branch of Britain’s stalwart retailer on a rainy Sunday with an action plan. As a reasonably clued-up girl, I had made a guess as to how my size has changed, and went on what turned out to be a disappointing hunt. I’ve worn a 36D for a long time (before you all have an attack of the vapours, I haven’t worn this size because I like it – I’ve had it checked regularly, and have genuinely felt comfortable in it until recently), but was curious about the fact that I may finally fit into a 34, which I knew would probably mean going up a cup size (given that I’ve changed shape, but not deflated, as it were).
I hunted around the (horribly-merchandised) lingerie department and quickly figured out that M&S design bras in two categories: pretty, but for those who only need to support the weight of two peas on their chest; ugly, and in suitable sizes to conveniently double as headgear. I should have given up at this point, but I knew I owed my bust a favour, so I sighed and gritted my teeth. I fished through for a selection of bras in a variety of sizes (because, hey, my guess may have been wrong) and headed for the fitting room.
I hovered awkwardly in the doorway for a moment whilst the woman behind the desk at the back of the corridor busied herself with something else, before she – without even looking up – told me to just go in, that they don’t help with fit any more. I almost fell over in shock, and again very nearly dropped the mic (bras) and walked away. Instead, I saw myself to a fitting room, closed the door and organised myself.
Then, dearest retailer, I was confronted by something I really didn’t expect to see: I had selected some bras which are sold in pairs, and it wasn’t until I got to the fitting room that I noticed they were tagged together. Like this:
I twizzled everything around to figure out the mechanics: should I try them on like this? I quickly realised this was physically impossible. Should I ring the bell provided for assistance? I soon decided none would be forthcoming, given the frosty reception I had previously received. I chose to break the rules and snapped the plastic. Something not all people can do. I tried every bra I had selected on. Some – in the size I had guessed – were a reasonable fit. They were comfortable, even. They weren’t the type of bras you’d see strut down a runway, or in a fashion spread, but I was also going for day-to-day practicality rather than sexbomb on this occasion, so I was willing to ignore that fact.
What I wasn’t willing to ignore was the complete lack of customer service I was receiving from a high street retailer. And shops wonder why the internet is winning! I got dressed, having completed my research, hung the bras up on the rail by the fitting room entrance and walked away, vowing never to darken the door of Marks and Spencer for so much as a pair of socks ever again (which is a shame, because their thermal socks helped me survive last winter and their socks with the fluffy padded ankles and toes get me through the rest of the year).
Customer service: -5/5
Value for money: 1/5 (due to poor service)
Bra stop the second: Leia
Unfortunately, the town I was in that fateful Sunday has very few decent options when it comes to bras (as demonstrated by the above!) so I had to persist with my old no-longer-faithfuls for another week, before I had the opportunity to seek out another shopping experience. I decided that department stores weren’t the way to go – I needed real help from experts in order to feel satisfied and shell out for some decent goods.
Having prepared myself via means of caffeination, I headed to a shop I hadn’t tried before. Oh happy day, I did not have to ask for help, assistance was volunteered by a member of staff (remember, I work in retail, I am admittedly a picky customer). She whizzed me straight to the fitting room, asked what I was looking for, what size I was wearing and took a look at me. She agreed that I needed a smaller band size, but her guess was that I’d require a 34F, not an E. I was shocked, but decided that it wouldn’t hurt to try.
I was presented with a bra which matched my brief, tried it on and…well, hello glass slipper! The bra fitted perfectly. The sales assistant returned to check the fit for me, made sure I was properly in the bra and comfortable, then asked if I needed anything else. I was slightly reeling from the experience of suddenly jumping two cup sizes, so I decided that I needed to go and take stock of my underwear drawer before making too many purchases.
Having bought the bra I tried on, I went to another shop for different items…and swiftly returned to Leia, having realised that my underwear drawer would require a total overhaul. I tried on a different bra (as I had additional requirements!) and again, a sales assistant helped me to fit it and made sure it was the right one.
Sadly, the “fun” and “glamorous” end of the shop’s range wasn’t really pushing my buttons this time, so I stuck with a nude t-shirt bra (to add to the black t-shirt bra I’d previously purchased) and was on my way. But I’ll be keeping an eye on what they have in stock, and was quick to recommend the store to a friend who is a similar size to me…
Customer service: 5/5
Value for money: 4/5
Bra stop the third: Victoria’s Secret
VS cops a LOT of flak on both sides of the pond, but I’ve had some great experiences in there. First pro of VS: it’s fun – it’s not short on colour, sparkle, glamour and atmosphere. Yes, it’s like shopping in a nightclub (though without the sticky floor and dry ice), it’s very very dark. But it’s well-staffed and, although the merchandising could be better, once you know what you’re doing, it’s straightforward (just frustrating that they rarely have all colourways in stock in all sizes).
Having been re-sized, I knew the VS range wasn’t going to fit me very well any more (they generally only stock to a D cup, with some ranges going to DD or DDD), but I was desperate for something fun, so thought I’d try a few bras on. I repeated my M&S smash and grab, not being too fussy about colour at first, I was just trying for fit. As I knew the cups would likely be too small, I avoided anything with too much padding or push up (which made me a little sad – I’ve had some great push ups from VS, even though it’s not something I really need) and headed for the fitting room.
The fitting room was well-staffed, I was shown to a room and left in peace, with the offer of help if I needed it. I worked my way through my selection, trying the different styles. Unsurprisingly, two of the five gave me some definite “four boob” (where there’s too much breast for the cup and you spill over the tops), but some of the roomier styles weren’t as bad as they might have been. It was tempting to go back up to a 36 and see what happened, but I decided not to tease myself, and returned to the shop floor armed with my findings to have another look.
I returned to the fitting room, figured out which of my choices felt best and decided to get the opinion of the sales assistant, partly to see whether they confirmed what I knew or tried something else! The girl who helped agreed with my assessment (and commented that she liked the colour of the one I’d chosen). It’s tough – the cynic in me thinks she was upselling, as I know the bra could’ve fitted a touch better, but when all you’re dealing with is the range you have available…was she in a position to know any better? Possibly not.
Customer service: 3/5 (this would actually be a 4/5 for the store staff, but see below for what drags the company as a whole down)
Fit: 1/5 (sad but true)
Value for money: -1/5 (VS, who are you trying to kid with your “charge the same number in Sterling as you do in Dollars” strategy?)
I wanted to go through the good points first, but now it’s time to throw some constructive criticism at VS – I would really love the people in charge to listen to this, because I think this store is good, but it could be so much better (and, get this, more profitable) if those in charge listened.
- We do not feel like Xtina in Burlesque in your dressing rooms, we feel like we forgot to pay our electricity bill and it’s December. We want to see ourselves in your products, so that we know what we look like! We cannot do that when we feel like we’re wearing filter category four sunglasses. Yes, you have a brand; no, we don’t actually want to get dressed in the dark
- Repeat after me: big breasts deserve pretty bras. More cup and back sizes = more customers = more sales. If you even think about charging more for sizes above a 34C, we will turn tail and run, and we will take the lovely A and B cup ladies with us because, guess what? Stores like Leia stock everything from a AA to a…well, I don’t know, but I definitely heard mention of K cups when I was in there. Leave the chicken fillet-filled B cups for your Christmas meat market show and give the high street the E+ cups it needs
- Linked to the above: cut it out with the security tag obsession. I admitted that your bras don’t fit me all that well, but the tags hinder things even further. I was thisclose to asking your lovely staff to take them off, but I honestly thought they’d say no, so didn’t bother. This too, will be making you lose sales (see a pattern, here?)
- This is the most important point, so please listen carefully: IT IS 2015. Stop insulting the UK and crippling your staff by failing to allow them to order stock in, and not allowing us to shop online (in fact, not even having your range online in UK prices is a heinous crime too). Get yourselves a UK distribution centre STAT. How you’ve survived this long with a placeholder website is beyond me. Why you aren’t keeping your costs low and your profits high by offering online shopping is also mind-bogglingly stupid. The UK loves VS, as do all of the tourists who visit us. You’re an aspirational, cool, sexy brand with masses of appeal. And you’re sticking a machine gun to your foot on a daily basis
Marks and Spencer, this advice is for you:
- Hire a new Head of Lingerie who has run a successful store before. Give your staff products they can be proud of and the confidence to fit and sell them. Jump on the VS bandwagon and take the advice I have given them (well, you already have a website, so you’re ahead there. One less thing to do). Alternatively:
- Stop selling bras. I mean it when I say I’m not buying another sock from you. I will find fluffy socks somewhere else. And no-VPL pants (because, damn, they are good, but I will hunt down some other ones now). Admittedly, I may continue to buy the odd bottle of Prosecco or a sandwich. But you really can forget the rest, unless you seriously change. My experience was utterly diabolical and, like many British women, I have been buying your bras since I first needed one
After two arduous shopping trips and one long blog post, I feel relieved. Anyone care to share their own experiences? If there’s anything else you’d like to know, please go ahead and ask – as you can probably now tell, this is a topic I’m not shy about!