Customer Care Newsletter

July 2012

Hey, ModPeeps!

We're blasting through summer with a lot of exciting team developments!

We've seen an impressive effort by our latest Care Bears, who have taken to helping customers with patience and sincerity, in true ModCloth fashion. Their hard work, in addition to the dedication of the rest of the team, resulted in a bounty of fantastic customer feedback.

We'll roam through some of the highlights, and then take a moment for an office-side chat with our newly appointed Quality Assurance Specialist Mae Kerr. Before it's all over, we'll pay homage to the waning summer months by reminiscing about our favorite ways to celebrate -- including our favorite ways to feast!


The Care Bear Countdown

5. Thank you so much! I have to say, anytime I've dealt with ModCloth customer service it's been the most friendly, helpful, and thorough customer service I've ever experienced. Thanks for your help and patience!! (Ticket 227551)

4. You guys are wonderful! I had some issues with some sandals I bought 3 months ago. They completely broke after only two wears. (I'm crazy and own like 75 pairs of shoes and only wore them for the second time this month! Haha) I honestly thought it was too late to do anything about it, but your customer service department was very helpful and I'm shipping the shoes back tomorrow for store credit. I knew this was not ModCloth's fault, but the manufacturer of the shoes. I've loved all of my other purchases from you guys and I'll definitely be making many more in the future! ♥ (Facebook)

3. Thank you very much for contacting me. I greatly respect a retailer who values its customers' opinions. Despite my unsatisfactory purchase, it was not my place to question the integrity of ModCloth and compare the item's cost to that of other companies. I will continue to shop at ModCloth for its lovely selection of items and its superb customer service. (Undisclosed Ticket#)

2. Thank you so much for your prompt reply and rectification of this, as well as the extra discount! As this was my first online purchase, it's really nice and refreshing to know that there is a person on the other side of the product. So thank you so much for making my first online shopping experience so lovely!! I'm sure to purchase many more items from your website! (Ticket 209908)

1. I've been a customer of ModCloth since 2009. Throughout the years I've been able to see this lovely site change in so many ways as it's grown, but the one thing that's always remained consistent is the darling items that's offered and the absolutely wonderful customer service I'm always given whenever I have a question or concern. Thank you, ModCloth! I'm happy to have you in my life as I continue to expand my constantly growing wardrobe. :) (Facebook)

Beyond Care

Kickin' It Care-Side with Quality Assurance Specialist Mae Kerr

Not all of us may realize this, but one of our very own Care Bears has only been in the 'burgh for less than a year, though she's grown at an astronomical rate within the department. Originally from Chicago, Mae Kerr joined the ModCloth family last October as an Advocate and her penchant for delivering fast and friendly service made her a perfect fit for our new Quality Assurance Specialist position.

Over the next few months Mae will be analyzing all manner of Advocate interactions to improve our already stellar standard of customer care -- but there's more to Mae than just business. Currently working on her Masters in Communication at Point Park University, she shares her abode in the Mexican War Streets District with her beloved teacup Chihuahua, Lola and explains why she finds sleep overrated.

What is your greatest indulgence and or vice?


What is your greatest achievement (so far)?

Being independent and secure with myself – that is super important to me

What is something you are working to improve?

I have a tendency to procrastinate -- but I find it can make me really productive

What personality trait do you consider most admirable?


What personality trait do you most dislike?

Somebody who is set in their ways and there’s no way to help them see anything differently

Who are some of your role models and why?

My older brother is definitely one of my role models. He's done very well for himself; he's in the Marines and has a family -- he has a daughter, Leona -- and I just really admire how he's been able to rise above the chaos.

What is your favorite pastime?

I like taking Lola on walks in the park -- if I don't have a ton of homework to do. I also enjoy retail therapy.

If you could travel anywhere, where would it be and why?

I want to do a tour of Europe! First stop Spain, then France and Italy.

If you could change one fact of life, what would it be?

I would change the fact that we need sleep to survive. Sleep is overrated. If I didn't have to waste those 8 hours, I would get so much more accomplished!

Given the endless number of options, what would your final meal consist of?

I'm a meat and potatoes kinda girl, so I'd be completely content with a steak and french fries.

In Good Company

Customers Are Cuckoo For ModCloth!

ModCloth is just awesome! I decided to get the dress below because it's cute and can't beat the price. I got to the checkout and was asked if I wanted to use my store credit! I had referred several friends and the $10 referral rewards were waiting for me! Nothing like a free dress :) (Facebook)

Hi, I just wanted to offer a quick compliment on the site. I am ever impressed with the beautiful, diverse and oh so unique products you offer. The site is easy to navigate and I feel like I get to see new product every time I visit. Possibly my favorite feature is the little notes written for every piece. The clothing is always accompanied by an idea of how to wear it and where to wear it, and those notes are written in such a positive and upbeat manner that you can't help but imagine the authors as lovely folks. Keep up the great work, thanks for inspiring my wardrobe, and for the little notes that are making me giggle even though it's far past my bedtime on a work night. (Incident 225886)

I ♥ Modcloth. I've been shopping at Modcloth for the past 3 years, and 99.99% of wardrobe (including shoes and accessories!) is from them. Why? It's not only being able to find unique, whimsical and fun things. The customer service is outstanding. (Facebook)

Would You? Could You?

Customers' Suggestions For Making ModCloth Practically Perfect In Every Way

I love your customer service but dread the long shipping times. It takes 8 days to receive a package and 10 days to ship it back from Virginia to Pennsylvania. Would you consider extending your 30 day return policy by a few days to accommodate the extremely long shipping? When I order on a Thursday night the package doesn't physically ship until Monday night but the order history indicates that my shipping information had already been sent to Fedex on Friday. When does the clock start ticking, Friday or Monday? it makes customers nervous when over half of the 30 days is consumed by shipping times. Thank you. (Ticket 233654)

I love your dresses but I am in my 30s and most of your dresses are a bit short. Please try to bring in styles that are at the knee or below for those of us who love this style but are getting a bit too old to show so much thigh. (Ticket 229528)

Adventures In Care-A-Lot: Summertime Edition

While Fall styles are already gracing the site, we still have a few weeks before shorter days, longer nights and expanding waistbands. So, to celebrate summertime, we've complied a list of favorite recipes and reasons for celebration during the sticky season.

Susan Chunko: "Foods I like for the summer--anything on the grill! Especially vegetables! Love zucchini and summer squash; portobello mushrooms taste like steak when done on the grill! For the past 12 years, our street has had a block party which is always a lot of fun. Most of it is pot-luck dishes served with grilled hamburgers and hot dogs. We have a few games for the kids, but they love to entertain themselves by rolling down the grassy hill of one neighbors lawn. The one activity which is much anticipated is the egg toss! The big prize is that the winner gets bragging rights until the following year (it obviously doesn't take much to entertain us!!! )"

Cara Aiken: "I celebrate my birthday in June! This year I celebrated with a cookie cake (I don't like real cake) and coffee! My favorites :)"

Emily Seibel: "I'm such a foodie and in the summer time, I go crazy about herbs (and yes, I say "herbs", not "eerbs" like some Western PA folks do). French potato salad is one of my favorite summer recipes. Its from the notorious rhetorical question queen, Ina Garten."


1 pound small white boiling potatoes

1 pound small red boiling potatoes

2 tablespoons good dry white wine

2 tablespoons chicken stock

3 tablespoons Champagne vinegar

1/2 teaspoon Dijon mustard

2 teaspoons kosher salt

3/4 teaspoon freshly ground black pepper

10 tablespoons good olive oil

1/4 cup minced scallions (white and green parts)

2 tablespoons minced fresh dill

2 tablespoons minced flat-leaf parsley

2 tablespoons julienned fresh basil leaves


Drop the white and red potatoes into a large pot of boiling salted water and cook for 20 to 30 minutes, until they are just cooked through. Drain in a colander and place a towel over the potatoes to allow them to steam for 10 more minutes. As soon as you can handle them, cut in 1/2 (quarters if the potatoes are larger) and place in a medium bowl. Toss gently with the wine and chicken stock. Allow the liquids to soak into the warm potatoes before proceeding.

Combine the vinegar, mustard, 1/2 teaspoon salt, and 1/4 teaspoon pepper and slowly whisk in the olive oil to make an emulsion. Add the vinaigrette to the potatoes. Add the scallions, dill, parsley, basil, 1 1/2 teaspoons salt, and 1/2 teaspoon pepper and toss. Serve warm or at room temperature.

Tracey Vaughan: "I like to celebrate warm sunny days with my favorite warm day drink, a nice cool mojito, yum! I don't really have a recipe. The key is a lot of fresh muddled mint and simple syrup!"

*For a Brazilian twist on this favorite lazy day libation, try mixing a pitcher of Cachaça (rum made from fermented and distilled sugarcane juice), fresh lime juice and raw sugar, or simply syrup, for a knock-out batch of Caipirinhas! (AK)

Aimee Ruppen: "Strawberry Jello Pretzel Salad! It's perfect as a summer picnic treat, but is also great year around. It's a staple at our Christmas and Easter dinners." (Made in layers):

1st layer:

2 cups of pretzels, finely crushed

3/4 cup of melted butter

3 tbsp sugar

Mix these together and press into the bottom of a 9x13 pan. Bake at 350 for 8-10 minutes, just until it starts to turn golden brown. Let cool thoroughly.

2nd layer:

8 oz of cream cheese

1 cup of sugar

Mix these on medium speed in a mixer until the sugar is fully incorporated into the cream cheese and isn't super gritty. Fold in 9 oz of Cool-Whip. After pretzel layer is cool, spread this mixture over top of that. Make sure it's as even as possible to make it easier when adding the 3rd layer.

3rd layer:

(2) 3oz boxes OR (1) 6oz box of strawberry Jell-O

Dissolve Jell-O in 2 cups of boiling water. Add (2) 10oz containers of mostly thawed (originally frozen) strawberries. Refrigerate this mix for 15 minutes. Remove from refrigerator and pour over top of 2nd layer, slowly

Refrigerate this for at least 3 hours or until the Jell-O is solid. I tend to make it 5-6 hours in advance of the event, but love to let it set up overnight to incorporate flavors. Just make sure to cover the pan with foil so the Jell-O doesn't get rubbery in the fridge.