Fashion Stores
Secrets From Your Sister
Secrets From Your Sister, when it opened 10 years ago, simultaneously updated, expanded and dramatically improved the experience and selection when buying a bra in Toronto.
It's only getting better, and more accessible -- as they recently opened a sister location (chortle) at Yonge and Eglinton that complements their flagship store at Bloor and Bathurst.
I spoke with Jennifer Klein, owner of Secrets, about bras in general, and the Secrets From Your Sister approach specifically.
How is Secrets different from other Toronto bra boutiques?
We are different because we really focus on empowering women. All too often even when women are put in the right bra, they have no understanding of what to look for when shopping for their next one. Knowing the whys and hows of what makes a bra fit properly is knowledge that can be taken with you -- when you're shopping at another store, or when it's time to help a friend, or educate a daughter, or even a mother.
Our primary goal is to find the best bra for a woman's body, by adhering to the basics of bra fitting. In an industry run by manufacturers who like to only make bras to DD when they actually go to K cup, it is really important to show manufacturers what sizes sell!
We like to educate on fit, washing, storage and wear, and how to adjust the bra over time so your investment lasts longer. Working one on one with someone is really a treat. Undivided attention until your needs are met. Those are some things that make us stand out.
How many bras do you recommend a woman have? Of which types and colours?
Minimum 3. One light, one dark and one FUN!!!!! I cannot tell you how great it is to have a red bra! No one has to know you have it on but you. It puts a smile on your face when you get a peek of that secret hidden underneath!
How do Secrets employees learn about bras and bra fittings?
The ladies here go through an extensive training program that I designed. A 3-month minimum is required, sometimes more. We conduct additional special training to teach maternity fitting.
What are your favourite lines (right now)?
My favourite bras are European, British, French and German. For fuller cups I'd choose Empreinte and Prima Donna, for smaller cups Betsey Johnson and Chantelle.
Do you carry any local or Canadian brands?
Canada does not make good bras yet! They do not recognize all the sizes at this point. They are a very young industry but I see great things coming in the future.
Are there any styles or "bra technologies" you think are especially cutting-edge?
As far as new technology there are always going to be gimmicks to amuse the consumer. What I think is really important is to build on the memory foams, and the ability to have more convertible options in everyday t-shirt bras. I know this is boring but the cutting edge award will go to the company who can make a comfortable, seamless, convertible bra that is sexy!
I do have to say though that we have an amazing push up gel bra that feels like nothing when you have it on. It is convertible, seamless, low back and plunge. It's awesome!
What is the balance in your store between strictly bras, and general 'underthings'?
I like to have a bit of it all. Right now we carry about 80% bras, then panties, slips, sexy chemises and pjs, followed by hosiery and garter belts.
Where do you stand on trade-offs between affordability and quality?
Quality is number one. Why invest several times over when one quality item can do the job? A bra is an investment but an important one -- it is the base of your outfit, a structural garment. Your clothes will look amazing with the right bra! Breasts up and in, torso lengthened, good round shape, excellent posture and best of all confidence. You don't feel the need to slouch when the 'ladies' are well fit.
We already spend on shoes and glasses, and bras fit in that category as well. They are a highly engineered garment with a serious function. Try your best to find a good quality bra. Take proper care of it and you will see why you paid more!
But p.s.: There are options for those on a tight budget, we work with you and your needs and just explain the differences.
What prompted opening a second store at Yonge and Eglinton, and how are you finding the neighbourhood?
I had a customer clientele there, and their needs weren't being met the way they wanted. Our flagship location was extremely busy and I thought a shift would be warranted. I love the new neighborhood. The women are wonderful, warm, welcoming and incredibly supportive.
How do you know when a bra fits properly? When it doesn't? Any tips?
It's best to work with a fitter as every bra fits differently depending on style, cut, company, sizing etc. I cannot stress this enough. When there are over 100 sizes there is no room to mess around, no time, no money to waste!
If your wires rest flush against your breastbone when your breasts have been lifted into the cup and there is no spillage above or on the sides, that's first and second. The band needs to be snug, not tight, not loose -- snug to hold the bra to your body.
Your skin will appear above and below because you are wrapping elastic around your body. The snugness gives support, it relieves the shoulders from having to do all of the work. The band must rest parallel to the ground on the loosest set of hooks so you can ease the bra in as it stretches out.
Signs of a poor fit include if the bra rides up in the back; you always want to pull it down; the straps are digging in; there is a lot of looseness in the cup; or you feel back or neck pain.
Is there anything else you'd like us to know about Secrets?
We host Bra Fitting Parties which are a riot! The host of the party organizes friends, food and beverages, and all the women receive a discount of 15% on their purchases. The host gets more of a discount with every new party she brings in. The women can shop in an after hours environment, privately and have a really fun time. We have bridal parties, bosses bringing their female staff out, friends and family. It's a great experience.
We also sell gift cards which is a really good gift to offer a woman or girl. Our 'wishlist' system makes gift giving easy because you can find all the bras you like and their size, we'll document it so someone can come and shop for you!
All photographs of Secrets From Your Sister courtesy of Patrick Smith.
Discussion
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I've encouraged many friends to get fitted (all found they were in fact wearing the wrong sizes) and I'll never go back to buying one that "sortof" fits.
I myself have purchased bras at SFYS that have ranged from $50-$120.
I cannot emphasize enough to every woman -- get professionally fitted! You will not regret it.
Positive: Great fitters. I have an unusual size/proportion, and the people who work there have always done their best to figure out something that will work for me.
Negative: If I come back 2-4 weeks later with a specific bra and size in mind, they WILL NOT LET YOU BUY IT. Not without getting yet another fitting. For which there is generally a 10-20 minute wait, or has been any time I've been there. This is a pain in the neck.
Positive: Great selection in a range of sizes.
Negative: Great selection comes with a highly marked-up price tag. Be aware that you can get these bras online for half to one-third the price charged by SFYS. I tend to go to SFYS when I'm desperate, get fitted, buy 1-2 bras there and then stock up further by ordering online.
Honestly, I think that the marked-up price tag is what aggravates me the most. I understand that special size bras are a "premium" product. However, I don't understand why I should be paying so much more for the same item as I can by going online. It's not like wearing a bra is optional.
That being said ... SFYS is still a good, comfortable, well-stocked shop. If you are very large cup size (G, H or larger) then this is a good place to go to find something.
Anyway, if it weren't for Bare Necessities' selection of darting-free bralettes, I'd be trotting around with a sore chest.
After wasting a $100 on a bra that I'll never wear again, I wouldn't buy anything from Secrets again, no matter what rest of you girls say.
But over the last few years the stores "empowering women" mandate has changed. The store has gotten pushy with customers to buy the more expensive bras. Right now they have "Operation Empreinte" happening in the store, which is pushing customers to buy Empreinte bra. It's a high quality bra; as in made well. I bought one, but it hurts after an hour. They said that would go away but it hasn’t
Jen the owner also can be quiet rude to customers and to her staff. SFYS is now also discontinuing low costing bra complete for the store, such as change, fitfully yours and other. My Fitfully Yours T-skirt bra is one of my favorites. But I can no longer buy it there. Also I took my friend would couldn’t afford an expensive bra. She left with nothing and quite upset because the sales girl told her no other bra looked good on her, but an empreinte bra. How is that empowering?
SFYS went from being a beloved store, to a store when I felt pushed in to making purchases I didn’t want. I will no longer shop there.
Oh and for buying online figleaves is great!
It's a shame about SFYS's owner's attitude and idea of 'customer service' b/c in every other way, it's a great specialty store. (It is definitely pricey though)
First, if you talk to your fitters you will learn that they do not work on commission, so they gain nothing from putting you 'into a smaller size to boost sales'. Yes I am paying more for a bra there than figleaves but I also know it fits everytime.
Disappointed Customer I was there last week, and they still carried Fitfully Yours Tee-shirt bras, at least in my size 32C, however they did inform me that this particular style was not the highest quality. I still love that bra though.
And finally I may be misinformed but I was told Operation Empriente was one time event, to make staff and customers more comfortable with that high end brand. It is not the best fit for me so I don't own one, but then again no one has ever pushed buying on me.
Anyways I love this store, I recommend spending more time talking with your fitter if you are confused about you particular fit, they are very knowledgeable and tend to be very patient, even with a picky shopper like me.
Furthermore, the service and expertise gained from SFYS staff comes free of charge. The staff have told me before that they don't work on commission, so if you are going to take an hour of their time and then buy online, you're contributing to those very long waits.
Just food for thought.
Sandra is right, the staff don't make commission, so I think you can trust that the advice they give you is backed by good intentions. And some of their bras are definitely pricey, but I've never paid more than $130 there and I'm usually a 34F (I was wearing a 38D before). Plus, they're imported. And it costs money to employ the girls who have been really kind and patient with me every time. I've stayed there for hourstrying on bras and they don't mind. And Bibi, they don't want you to buy it without trying it on because they know that sometimes the bras are cut differently. I've made that mistake before and I had to make an exchange.
I've dabbled in other stores, which are fine, but I have never been as consistently happy as I am with SFYS.
I think bra fitting is very important and every woman should get it done. I just don't support a business like SFYS because the owner is rude and has the worst customer service. Some of the staff are great. But in the end only the owner is profiting and I'd rather it go to another store.
1/ Getting a free bra and getting commission (ie a percentage of sales) is a pretty different thing. A free bra means that the staff continue to wear and promote properly fitting bras. At the end of the day, they are still retail employees most likely earning a normal hourly wage which is not necessarily conducive to buying a high end bra every few months.
2/ Since when does being rewarded for selling products make a person untrustworthy? It's a pretty pesimistic way of looking at the world. These girls don't get tips or a percentage of sales despite the fact that they are providing a wonderful service to women, sometimes spending upwards of an hour with an individual. You tip your waiter for giving a good service, why not think of this free bra system as a way of tipping the hard-working fitters... only at no additional cost to you!
It doesn't make any sense that they would put you into a smaller size to boost sales. Women aren't stupid, and they know that something is uncomfortable. And will not stand for it when it is as costly as a bra.
If they wanted to make more money and boost sales they would put you in the correct size, and kiss up to you so you would come back with friends... Putting someone in a smaller size does nothing but hurt the customer and the business. It doesn't make any sense.
Also Aggie we love to set up wishlists. When we create a customer file, any style that you tried on that day, that fit you well, that for whatever reason is no a option for you to purchase that day,we can 'wishlist' for you, recording in our system your size, style, and color preference. That way for yourself, and should anyone ever need to pick up a gift for you,the information is already there.
At SFYS, those who want to be able to come in, look around and have a self-directed experience with the option of returning everything later on will probably not find their expectations met. Luckily, there are many stores in the city that will grant such an experience. SFYS is meant to fill a void, rather than to contribute to what already exists. The point of this boutique is to give a one-on-one experience and impart 10 years of product knowledge and fitting know-how. We're passionate, we love lingerie, and contrary to what has been said on this blog, we're here to help!
A few points to debate:
1. The Free Bra Commission: The staff do earn incentive bras, but these come directly from the manufacturers who are offering these same incentives to every other store's employees in the city. Most lingerie companies offer it, so the employees will gain it no matter which size, style or company they sell you. They would gain nothing from coaxing you into the wrong size or trying to sell you the highest price point. In fact, not being a good bra fitter would cause them to lose their job!
2. Buying online: You will always get things cheaper online. That's because the online seller's are not paying to run a physical store. To take an hour of a fitter's time only to buy online means that you're taking advantage of a local business that you should be supporting. Also, bras are all cut differently, so you may find your bra just as uncomfortable as before if you don't have help finding the right size.
3. Retail has a high turn-over rate, so disliking one manager or having one unfavorable experience is no reason to discredit an entire business. SFYS has many dedicated staff who genuinely want to help people. They really are not sitting around like the FBI making nasty commentary about customers and inciting confrontation. That notion is ridiculous and illogical.
If SFYS is not your cup of tea, then find another great store in the city that suits your needs. SFYS has many happy return customers who love and respect the fact that we do things differently. Maybe you will too!
It's about time someone mentioned this!
Especially about online. I'v made that mistake myself, sometimes they fit, sometimes its a waste of money, time and effort...
I have NEVER however wasted a fitters time. Although it did take me about a year to admit what my size was, like many women stuck in the idea of being a 38c. Ladies, if you think you are a 38 and do not wear L or XL shirts, there is a chance you are like me. I am a 32f.
And who cares of the girls make commission, really!? You tip your waiter whether you get good sevice or not, you tip your taxi driver who doesnt care at all about you, and you buy from other boutiques and shoe stores that make comisison off of you when its you that know what you like or want. With bras - although we think we do, we have no idea. So why shouldn't these women get comission or some kind of reward for spending hours with us, measuring us and dealing with some probably unpleasant customers.
Although I have had a bad experience at Sister's before I feel like some of these comments not only talk about them in a negative way, but about all other bra boutiques!And Kristin, your right, i bet some of these girls are just hard to please, but im also sure some of them are absolutely correct about the attitude of some of their employees.
Ladies you need to appreciate what these girls do!
Thank you patient, respetable bra fitters everywhere!
Upon reading some of the comments from customers that have
experienced this store. I think I'll skip this one, the last
thing I need is poor customer service and employees that
think I'm a waste of time.
Thank-You.
Once you know what your real bra size is (you do need a proper fitting, as most women are indeed wearing the wrong bra size) go to bravissimo.com
they are in the UK, but they have low shipping costs overseas, and they not only sell a wide variety of great styles, but they have their own brand of bras, and clothing ,which are really great - tank tops and halters and sleepwear with built in bras in every size, plus dresses, coats etc. cut to fit based on the proportion of your chest to your body. I loved this place when I lived in the UK, and I have never found a better place to buy lingere online. For selection, price and shipping, they are the best!! They also have great customer service and shipping advice.
I have to say that I am a little surprised by the hostility in some of the comments posted. Perhaps the store has changed in the last few years, but I have bought a number of bras from SFYS before and my experience was excellent. It’s a bit hyperbolic to say that a well-fitting bra is life-changing, but it did feel that way.
As a large breasted woman, clothing shopping in general is frustrating and not very enjoyable. It’s very difficult to find pretty, sexy, classy clothes, or even anything that actually fits and doesn’t make me look like either a potato sack or a stripper.
The emphasis at SFYS was on fitting me properly. It took some time, but the saleswoman found me bras that were comfortable and actually fit. When the girls are well supported, straps are not digging into your shoulders, there is no double boob, bouncy-bouncy when you walk, poking underwire, uni-boob, etc. it makes a huge difference in the way you look and feel. I could not stop raving about my new bras to my girlfriends, sisters, even my mom.
For me personally, a bra fitting is a little uncomfortable. It’s not quite pap smear bad, but having a salesperson in your changing room, checking your bra, is not all that enjoyable. It was definitely worth it for me though, and I just wonder if the negative comments are not so much about this store as perhaps the emotional reaction to the experience of being fitted and trying on bras with a salesperson checking the fit.
Personally bras in my proper size (36-G) are expensive, but I think that is down to the manufacturers. Most clothing in general seems to be designed and made for thirteen year old girls and women who look like them. I think it’s rather unfair to judge a particular retailer for this. I moved to Canada when I was 20 and for the next decade did most of my lingerie shopping at the well known chain stores here, mostly because I didn’t know where else to go. Nothing ever fit me, it was always frustrating and I hated bra shopping so very much. SFYS changed that for me and I appreciate that a great deal.
The last thing is that I am British myself and I think the commenter above who mentioned the owner’s English accent as “proof” of her attitude was a bit out of line. I don’t know the owner and am just a customer, but really, would you say such a thing about a Jamaican or East Indian accent?
All that being said, and I feel a bit guilty for saying this, but I will probably be going to another store this time for my bra shopping. However that is just because I am a very lazy shopper and one of the other listed top stores is within walking distance from my home.
I guess I just thought some of these comments sounded a bit unfair and I wanted to say something about my experience.
One thing I'd recommend...try your shirt on with the new bra before you buy it! I love love love the way my SFYS bra looks...when I'm only wearing the bra. The second I put on my shirt..torpedo boobs! I wish I noticed this before I spent $120 on it, or that she suggested I try it!!
I called ahead to make sure SFYS had my size (I am an uncommon size). Yes - great. Open? Yes. Can I come in this afternoon? Yes. Great. I am on my way!
I drove there, which took about 45 minutes due to construction on Bloor. It would have been nice to have them warn me, but not everyone thinks about this when on the phone, which is fine. What I was disappointed about, was that when I got to the front desk I was informed that I would have at least an hour wait before I could see someone. I was already taking time off work, there was no way I could spend a hour sitting around waiting. If they knew they would be that busy, or that they already had appointments, they should have told me on the phone.
I told them my size and said I was happy to just look and see what they had. Apparently SFYS doesn't even allow you to browse without a fitter. It was a complete bust (no pun intended).
I am very disappointed that I couldn't even get past the front desk. I was also disappointed that the attitude from the receptionist was rather stand-offish. It was like I was the one who was being inconsiderate of their time, when I said I wasn't able to wait.
I immediately drove to Tryst on Queen, at Bathurst, where I normally go. The girls at Tryst remembered me and were able to look me up in their system, so they had a good start on sizing and the types of bras I prefer.
I had them fit me with two new bras and I was out of the shop in less than 45 minutes. Overall, a successful bra shopping experience, but not from the shop I was excited to try.
Word to the wise ladies, they may be great fitters, but their service could use a lift.
SFYS needs to take some customer service courses. How can a boutique place not care about keeping customers loyal?
I'd follow her for the knowledge and service.
2645 Yonge Street
The next day after I wore it I started feeling discomfort and then pain in my shoulders, I thought it would wear off with time but it never went away. After a few weeks of wearing the bra and working (as a barista) full-time I acquired ACUTE pain in my shoulder/neck area to a point I could not lift my arms up without feeling pins and needles. I went to the doctor which prescribed me strong painkillers and referred me to a physiotherapist. I was almost in tears by then.
We just recently went back to SFYS, after calling in advance to speak to a supervisor, only to be told there is nothing they can do and to stop wearing the bra. Yeah, its easy to say when you did not expend $150 on it. Moreover when we tried to ask for a high-level person to talk to or the store owner, they denied us the information flat out. They never even apologized for their mistake or offered an in-store credit.
In short, be very careful with the bras you purchase at SFYS as they take no responsibility for... lets say RUINING YOUR HEALTH. If this does not get resolved within the store system itself we are filing a complaint to the government consumers' affairs office. If you had similar problems I encourage you to do so as well, after all for such grave issues costumers have a right to be heard and have action taken on their behalf!
I stopped in briefly last Friday to potentially make an appointment to come in that weekend and have a fitting done(with the full intention of buying a bra or two). I was in the store looking around for more than 5 or 6 minutes with zero contact made by any staff. One staff member was busy talking on the phone on what sounded like a personal conversation and every other staff member in the store didn't so much as make eye contact with me or say hello when I entered.
I can't stand pretentious "customer service" people in Toronto so I've already sourced other places to spend my several hundred dollars on bras!
To be fair, the sales lady should have mentioned this to you. Try something with a support system next time...
I just wanted to let you know that there ARE bras that are low-cut, 36F and don't case ANY PAIN on your shoulders. I have purchased successfully many of such items from Beestung here in Toronto, and have never been happier.
Plus when you are a 19 year old going to your first fitting you have no idea what is a good bra for you, rather you trust in the attendants help and expertise to give you something proper. So I don't think my comment is ridiculous at all, I was extremely unhappy for the harm cause and the lack of responsibility of the store to even exchange or offer a refund for their item. I wanted to share my opinion and not be bashed for it, so please withhold the name calling madam.
In reference to your comment about low cut bras. You're right there are ones that do fit low in 36F (im a 34ff almost the same thing) and I have about 3. BUT these are so difficult to come by. Most of the time they're only available for one season or just don't work as well for some people.
However, I am questioning your sources - when i was looking for boutiques and came across beestung (about a year or so ago) they didn't carry those sizes.
Maybe I can help you with the difficulty of finding low-cut bras in 34 ff. I have bought mine from Beestung, in the brands of Princess Tam Tam and Elle Macpherson (this last one is my favorite and only carried by this store in the whole of TO). When they refitted me I was a 36 E, and i have found plenty of bras in that store in my size. Moreover, when they were having their summer sale i was able to buy the above brands at $30/ bra. I highly recommend you actually going into the store and asking them what they have in your size, its usually not busy. I do think they have FF as I use to think I was that size and they brought one or two out for me.
I am looking to open a lingerie business in a small rural area with approx 30,000 plus population. I am asking if you can please please tell me or help me find a locate a reputable supplier, I am of course in no competition with you. Any websites or information would be greatly appreciated.
I have shopped at Secrets various times, and had good experiences in the store. However, Never, Ever order something that they don't have in stock. And, their stock selection is small, so ordering an item (eg. a bra you tried on but in a different colour). If you give them a deposit and your bra never comes in, they will turn it into a store credit that expires, forcing you to come in an purchase something so you don't lose your money. They will refuse to give your money back and extend a store credit (don't believe what they say verbally to you about your deposit when giving it to them!). Shady, Shady business practices....
In my case, they never called me (I dropped by the store and called multiple times, only to be brushed off and told I had to wait). It wasn't until nearly a year later, that when I showed up at the store they informed me that the bra had never come in and was discontinued. Then they further informed me that they had no records of my calls or showing up, and that they had made calls (apparently the bra had come in), and that I had failed to respond. They had made calls to me indeed, but these were sales calls to let me know about new bra lines I might be interested in, not about the ordered bra and money I had already give them. Wow! I have never dealt with a store that has so much disregard and behaves with so much dismissal of their customers. Such lack of integrity and lies!
Upper management will be appalling disrespectful and tell you that their and that their records are accurate, period, end of story, and eat it. If you have a grievance, don't ever expect an apology, much less a fair solution. If you get upset with them, you will be told that your behaviour is inappropriate. They're right, your're wrong, period. They , and their employees, are above reproach. Literally, I have an email from Secrets management that says as much.
I was fooled for a long time, believing that the veneer of helpfulness, kindness, and regard for customers was outstanding. However, the records they do keep are not meaningful business records, but nastiness about customers. I have found this out from reaching out to other customers who have had problems with them and their practices. They don't care about an individual customer; they believe in their own hype that they are the best and that people will continue to shop there. Also, they talk big about taking bras back (guarantee) but they will suddenly become very sleazy and coercive when you try to use their guarantee and make a return. Ladies, we deserve better!
It is really too bad, because every other way, I love that store! I thought the rude person is just a general manager or something.. but the owner?!? I have to re-evaluate shopping at SFYS!
I took time off work, rushed down to the bloor street location store, they were all busy with customers so I had to fit my bra myself. I ended purchasing 2 nursing bras(my last child is 27)
I wore one and was not impressed with the fit so I wanted to exchange it for another one from the sales rack.
They would not take it back, I said exchange, the snorty clerk would not budge. I will NEVER shop at your store again nor will I reccomend your store, I ask to be removed from your mailing list because you have no integrity. I work hard for my money and this was not money well spent, you will soon go out of business as all the prior sleeze bags have. Enjoy ripping customers off while you can
Eventually, some boutiques will close up shop and then you can try ordering your bras on line without the free bra fitting and sizing services these boutiques offer!!!
I think it`s a shame some of you`s would get a free bra fitting and then order on line. Just like some guys would do:..... get a free repair estimate from a garage and then do the work yourself I guess?
Perhaps if your competition is so fierce online that you can't beat em', you should join em' and open one yourself.
Went there when they had one of their bra sales - I found about 10 bras from the sale rack that I wanted to try on - I stood by the changeroom for a few minutes and was totally ignored by the sales staff - I asked one of them how I could try on the bras and she took down my name and put me a waiting list which was fine however there was only one person in the changeroom and my name was the only one on the list. I waited about 30 minutes, I was ignored and not acknowledged by the staff so I placed all the bras on the cash desk and left. I I removed my name off their E-mail list and vowed never to go back there. I also told friends not to go there. I ended up going to Sophia's on the Danforth to purchase my bras.
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