Catherine Dummitt

Last holiday season, one of a brand’s most loyal customers ordered three party dresses, intending to keep the one that fit best. What should have been a routine return turned into a viral disaster: confusing instructions, a missing confirmation email, and a delayed refund pushed her frustration onto social media. The brand scrambled to respond,…

Not all fraud looks like fraud — and that’s what makes it so hard to catch. It doesn’t come with red flags or fake credit cards. It comes from real addresses. Repeat customers. Polite emails that say, “My package never arrived.” And increasingly, it’s coming from your best shoppers. Welcome to the new era of…

Picture this all-too-common scenario: A shopper is packing for a long-awaited summer trip when she realizes that the black bathing suit she had recently ordered — classic, safe — just didn’t fit the vibe. Fortunately, Frankies Bikinis made the fix easy. A few clicks later, a butter yellow set is on its way: more on-brand,…

For years, the retail delivery game was a race. Whoever could slap a “next-day” badge on the checkout screen won. Back in 2018, for example, Rent the Runway ran the social lives of countless New York women. Friday nights hinged on outfits that arrived just in time, and networking coffees and panel appearances often featured…