When Laura Fanucci, a mom and blogger, was pregnant with twins, she reached out to Stitch Fix, a handy online subscription that matches busy women with personal stylists who then choose and send a monthly batch of clothes to try on and purchase. She needed help with maternity clothes, she told her stylist, and she didn’t have time to get to the mall.
But sadly, at 24 weeks gestation, her twin daughters were born premature and then died from a pregnancy complication called Twin-To-Twin Transfusion Syndrome. Heartbroken, Fanucci later sent her stylist a quick note explaining the situation and the sad reason why she no longer needed maternity clothes.
But a few weeks later–and on what would have been her babies’ due date–Fanucci opened the mail to see a package from Stitch Fix. When she saw what was inside, she was stunned.
“When I opened it, I found a handwritten card of condolences and a small box. Inside was a silver bracelet with an infinity symbol holding all my kids’ initials,” said Fanucci.
Her stylist at Stitch Fix had indeed put together the thoughtful package, which meant the world to the grieving mom.
“I burst into tears, of course, but the good kind of tears; the kind I have come to know, as a bereaved parent, when people reach out to you with such goodness,” she said.
After she shared her experience with people on Facebook, it became clear that she wasn’t the only woman whom Stitch Fix had treated with such kindness.
After Mala Reynolds, a mom of four boys, had beaten stage four cancer, she told her Stitch Fix stylist that she was looking for clothing for a special beach vacation to celebrate her good health. A few weeks later, she received not just the clothes, but a surprise beach bag and towel, along with a handwritten note celebrating her recovery.
Another mom, Amanda Huffman, requested the company send her loungewear that she could wear while she tended to her 7-year-old daughter, Avery, who was confined to the hospital and battling a rare form of brain cancer. After her daughter sadly passed away, Stitch Fix sent her a handwritten sympathy note along with a special necklace.
“The note explained how they had heard about my Avery and her passing, and that they wanted to send the necklace along as a symbol of her bravery,” said Huffman. “We called her ‘brAvery.’ It was special. It was kind. It has made me a customer for life.”
Kudos to Stitch Fix for realizing that their customers are real human beings handling life’s many hard ups and downs. With kindness and personalized care so intertwined with this company’s customer service, we bet they’ll be around for a long time.