Customer service calls after a purchase: how do customers feel about it?

When an online store calls you to ask how your bra fits, it's usually because they'd rather fix a problem now than deal with a return or an angry review later. It's not a trick and it's not a check-up. Most customers who get that call actually end up liking it: someone who really thinks along with you instead of sending another automated email.

Why does a store even call you after you order?

Bras aren't a one-size-fits-all product. What fits one woman perfectly digs into another in exactly the wrong spot. In our own survey of almost 2,900 buyers, 32.8% named the underwire as their biggest source of frustration, and 23.3% complained specifically about poking, pinching or digging in. Those aren't small annoyances. A store that knows this would rather make a quick call than let you walk around for three weeks in a bra that hurts.

Calling is also just faster than a back and forth email. Where email can turn into days of typing about your size, a two-minute phone call is often enough to confirm everything's right.

A return costs a store money too: shipping, inspection, and often the bra can't be sold as new again. By calling ahead of time, they don't just avoid a disappointed customer, they also save on these hidden costs. That makes the call just as much in the store's interest as it is in yours.

Reason 1: they want to know if the size is right before you start a return

Wrong size or cup is the top complaint for 8.2% of our customers. That's a meaningful number, especially with a wire-free bra where the support has to come from the band and cups instead of a metal underwire. A customer service team that calls is often just checking whether the size you picked is actually the right one.

Try this test yourself: put your bra on and check in the mirror whether the cup lies completely flat, with no wrinkles or gaps at the top. Is anything spilling out at the sides, or is there extra room left in the cup? That's exactly what a phone call is about, and exactly why they'd rather ask than guess.

Not sure your size is right before the call even happens? You can share that ahead of time too. Here's how that works: Sharing your bra size by chat or email: how it works.

Reason 2: they're trying to fix a problem before it turns into a bad review

A bra that doesn't fit almost never leads to an immediate return. Most women wait it out first, wear it for a few more days, and only then does a disappointed review or a return form follow. A store that calls before that point wants to skip that step. Not to dodge a bad review for the sake of their stats, but because at that point they can still do something: send a different size, suggest another style, or just refund the money.

You see that reflected in how customers describe this kind of contact. One buyer wrote about her experience with customer service:

Fantastic service!! Hats off to them.

Other customers share similar stories: ordered the wrong size, got in touch, and ended up switching to a different style of bra that actually fit. That rarely happens through a one-off email. It usually happens because someone personally thought it through with them.

Reason 3: they simply want to know how it's working out

Not every call is about a problem. Sometimes a store just calls to hear whether the bra feels good, whether the straps aren't cutting in, and whether the band doesn't ride up when you sit down. That's feedback they need to know whether a style works the way it's supposed to.

Of the complaints we gathered in our own survey, 54.0% are physical: pain, pressure, marks. Only 10.9% are about how something looks. That difference is exactly why good customer service doesn't just ask "do you like the color" but "can you still feel it after a full day". That's a completely different conversation.

Sometimes they also ask about washing instructions, comfort during workouts, or how the bra sits under different clothes. That information helps customer service give better advice to future customers about which size or style will suit them.

How do customers feel about this call themselves?

Most of the responses we see are positive, sometimes even surprised to be positive. Customers call it "great contact", say customer service is "fast and friendly", and that they were "really happy" with a solution they hadn't even thought to ask for. One customer described being skeptical at first after a delayed delivery, but ending up satisfied after the call:

• "The first time I contacted Monavida I was very skeptical, but their customer service was honestly great."
• "They offer a lot of options and really try to get you the right bra."
• "Always a fast reply, the option to try another size or get a refund."

What stands out: almost no one minds the call itself. What people do get turned off by is when the contact feels impersonal, or when they feel like nothing is done with their answer. A conversation where someone actually listens is remembered as a good thing.

Can you trust a call like this, or should you be careful?

A fair question, especially if you weren't expecting it. A few things you can check yourself: does the caller ask for your order number without you giving it first, or can they tell you exactly which product you ordered? That's a good sign. If someone asks for your payment details or a new payment instead, that's not customer service checking on your fit, and you should just hang up.

Not sure if a store is trustworthy in general, say because it's your first time ordering? Read Is Monavida legit or a scam? Here's what customers say.

What can you do if you'd rather not get a call?

Not everyone wants a phone conversation, and that's fine. Most customer service teams are also reachable by chat or email, and can arrange the exact same things there: a different size, an exchange, or just an answer to your question. Just mention with your order or in your first message that you'd rather be contacted in writing. That's respected almost every time.

Many customers say they prefer it this way, since they can decide for themselves when to reply, instead of getting an unexpected call in the middle of a meeting or while driving.

So why does a store actually call you?

Because a bra that doesn't fit right usually can't be spotted from a photo or a return form. A good two-minute conversation tells you more than a whole page of size charts. And a store that makes that call is ultimately after the same thing you are: a bra that stays put without you feeling it.

Want to keep the odds of an awkward follow-up call as low as possible? Start with a style that's designed to prevent the biggest complaints in the first place. The Daily Essential Bra has no underwire to poke you, and memory foam cups that shape to your body instead of the other way around. The 3-inch band carries the weight off your shoulders, so you don't end up with red marks by the end of the day. And if it still doesn't fit right away, the 30-day perfect fit guarantee has you covered: no hassle, no bad review needed to fix it.