I absolutely love your clothing and am a frequent customer. I own several pieces from the brand and have always been impressed by both the quality and the designs.
That said, I wanted to share some feedback regarding the shopping experience at the Madrid store. I understand that the space is quite small and often very busy, but because of that, the overall experience can sometimes feel rushed and uncomfortable.
Since customers cannot access sizes directly and need to request them from the staff, it is completely normal to want to try multiple sizes or compare different pieces before making a purchase. However, on several occasions I felt as though requesting additional sizes or items was inconvenient for the staff, creating a sense of pressure to make a quick decision rather than taking the time needed to find the right fit. When investing in clothing, customers should feel comfortable exploring their options without feeling rushed.
For comparison, I also visited your New York pop-up store. While it was still a temporary setup, the larger space and more spacious fitting rooms helped create a much more comfortable shopping experience. It also felt better equipped to handle the volume of customers. This made me think that the challenges in Madrid may be more related to the store’s size and staffing levels than anything else.
I would encourage you to consider either increasing staffing during peak hours or, if possible, expanding the retail space in the future. I believe this would greatly improve the customer experience and allow the in-store experience to better reflect the quality and care that your brand puts into its products.
I truly enjoy the brand and will continue supporting it, which is why I wanted to share this feedback as a genuine opportunity for improvement.
