Selection Doesn’t Fit with Consumer Wants

It’s not a new complaint. Female consumers have been saying for quite some time that the clothes found on store racks seem to be made for someone other than them.
Besides that issue, inconsistent sizing makes female shoppers have to work harder looking for clothes that are going to meet their needs. In short, shopping for clothes is becoming more like work and less like a playful diversion. More than half of all women surveyed by Retail Forward said that it is becoming more difficult to find clothes they find flattering.
Even finding clothes that are a close fit often do not end up in a happy customer experience. According to Retail Forward’s research, nearly one-fifth of women own clothes they cannot wear because they’ve never been altered.
Past experience has tainted women’s view of what’s on offer at many retail stores and specialty shops. Many no longer even bother to shop at certain stores assuming their experience will be no more satisfying than those in the past.
“While consolidation among traditional department stores and the rollout of several new private brands at retailers brought about many changes in merchandise mix in 2006, shoppers’ perceptions of positive changes in fit, as well as style, quality and value, are lower today than in prior years,” said Kelly Tackett, senior consultant and apparel analyst with Retail Forward in a company press release. “In fact, Retail Forward’s ShopperScape survey results indicate that with respect to fit issues, only Kohl’s and Target were cited by a larger share of shoppers than in prior years as having made noticeable changes.”
Discussion Questions: How can the sizing issue continue to be so prevalent in retail stores after years of customer complaints? How big an issue is the inconsistent sizing issue and is it time retailers demanded a single standard?
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17 Comments on "Selection Doesn’t Fit with Consumer Wants"
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The problem seems to be really exacerbated for women’s clothing, although some size incongruence does exist even for men. But sizes from different store brands can really be off for women. So much so that certain store brands get associated with women falling into different size groups. So there is an unofficial standardization in a manner of speaking, since you begin to realize that size 4 in store ‘X’ is really size 6 in store ‘Y’ and so on. A formal standardization in apparel may not be that easy to implement, due to the potential fallout from people who have been used to wearing smaller sizes suddenly finding out that they have to buy one or two sizes larger. But there may be a potential for a size ‘translation’ key that converts sizes between brands and stores.
Sizing is all over the map because sourcing is all over the map. Retailers like Chico’s have turned this into an opportunity by creating their own sizing systems (size 1,2,3) that guarantee consistency within their customer base; others, like Victoria’s Secret and Banana Republic, have developed fit standards in particular categories (bottoms) that build loyalty and help consumers avoid surprises. Consistent sizing and good fit definitely drive loyalty; however, creating sizing standards would seem to be a daunting, if not impossible, endeavor (back to sourcing)!
Models get skinnier, ordinary humans get fatter and fashion continues to revolve around NY and high-end designers’ vision of women’s bodies. We’re living in an era of fragmentation and desire to be different and special yet our clothes are mass produced somewhere in Asia. It’s not any great surprise–in order to be cost competitive companies need to mass produce clothes that don’t really fit anyone in order to fit everyone. Adopting a universal sizing standard instead of the vanity sizing so many retailers indulge in would help–at least you could take one size in the dressing room with some degree of confidence–but I suspect as long as we’re in the world of mass production there’s only so far manufacturers can go to fix this. Retailers like Von Mauer, who offer tailoring on site should be applauded for trying to help the issue–that may be the best most retailers can do.
This is in the nature and DNA of women, stores, and fashion. I am a 61 year old male…I know enough to know I know nothing about women and that is more than most men know…I do know that they come in a variety of shapes and sizes and tastes. I have owned fashion stores and I have been an executive in Fashion areas of department stores. Often we have seen one women love the fit of an item that a very similarly sized woman hates. Personal taste and attitude…some women love super tight jeans others have different definition of what tight is. The designers and brands are all trying to be unique and different from each other and balk at standardization. Trends and fads are constantly changing the definition of what a “good” fit is.
You can try to apply rational and analytical thoughts to sizing all you want but the fact is that it will always be a confusing maze and always changing…by “design.”
Depending upon brand, pants that fit me may have a labeled waist size of 34, 36 or 38 and a labeled inseam of 32 or 34. Some of my shoes are labeled 9, some 9-1/2 and others 10.
Not only is any remotely proper labeling of sizes gone, but also the knowledgeable salespeople who would say that brand runs a little small and this brand runs a little large. Result? I no longer bother spoiling myself with expensive clothing. I find something basic that fits, then buy three or four, either the same color or multiple colors that I like, if possible. And I try on every single item because even two polo shirts labeled L may not both be L. I’ve saved money and simplified my wardrobe, which is good for me but not good for apparel retailers.
I think the issue is on the way of being resolved. Recent incidents in Spain and in Argentina, where fashion show organizers rejected “bulimic” sizes is the beginning of the trends to become more sensible, more realistic about the feminine form. Now that the international media spotlight has focused on the issue of size minus zero, next to come is a realistic global review of sizes and uniformity in sizes. After all, they keep reminding us we live in a “global world.”
You might note that women sometimes see themselves quite differently from the way others see them. Most women think they weigh less than they actually weigh. Most think they are taller than they are. They are not shopping for clothing, they are shopping for self image. They will therefore blame any fitting problems on the manufacturer/fashion before they examine themselves.
I remember as a kid being envious of the guys who had to wear boys clothes in “husky” (fat) sizes. Fat beat skinny any day, so men get conditioned to demand comfortable clothes from an early age. Women, on the other hand, dress for “presentation.” Give me one other reason for 3″ and 4″ heels.
It’s not just women who have this problem. It’s difficult for large men to find clothes as well. And I’m not talking about a “perfect fit,” I mean finding clothes you can get your body into. One example: the dwindling availability of XXL sizes at J. Crew. Check out their new shirt line at their Web site–not one XXL size in the lot.
What a great opportunity for smart retailers: address size and fit issues. Which looks better: leading-edge fashion that doesn’t fit or something less trendy that fits well? How about something trendy that also fits well? Very few clothing retailers seem to have made this a priority. So if a retailer does make this a priority, and tells everyone, it would be a competitive edge.
In a recent Deloitte & Touche study, 64% of browsers walk out of a store WITHOUT making a purchase when they found their item out of stock. Retailers wake up! Not finding a size is the equivalent of the item being out of stock!
The study further found that a 2% increase in customer conversion resulted in a 10% increase in sales.
Retailers must do a better job of supplying apparel that will fit their customers!