These Phoenix Sisters Launched a $25 Million Eco-Chic Business

Ann and Jenny Siner's "cute, clean and current" consignment shops keep used items out of the trash.

Colleen DeBaise By Colleen DeBaise

Editor’s Note: This is part of our Good on the Ground series, profiling entrepreneurial women who are addressing social issues in innovative and inspiring ways.

Ann Siner wasn’t setting out to solve a pressing social problem when she co-founded My Sister’s Closet, a consignment shop for designer apparel, back in 1991. But today, she realizes she has done more than create a $25 million retail chain.

“We have kept millions of pounds of clothing and goods from going back to landfills,” she says.

Siner, a business school graduate who spent her early professional years working in marketing for PetSmart, came up with the idea for a “cute, clean and current” consignment store while on a business trip to San Antonio. “I had time to kill,” she recalls, and stopped into a secondhand store. “I came out with a pile of clothes.” At that time, she was itching to start her own business, as she disliked reporting to anyone else. “I have too big of a mouth and don’t know when to keep it shut, quite frankly,” she says.

Siner called her younger sister Jenny, who had just graduated from college, and the two put their heads together. Most resale shops were dark, dingy and dirty — why couldn’t they look like new boutiques? Maxing out credit cards and using Ann’s PetSmart bonus, they opened My Sister’s Closet in a Phoenix shopping center. Their rule: All consigned clothes must be pressed, on hangers and look like new.

“We did everything ourselves,” says Siner, who estimated they spent less than $20,000 to get the retail shop up and running. “We were working around the clock like crazy people.” While neither had retail experience, Jenny’s artistic abilities — the younger sister designed the floor plan and window displays — complemented Ann’s business skills.

A Killer Consignment Concept

Siner says she borrowed a technique from the corporate world called the “category-killer concept” to launch My Sister’s Closet. Big-box stores like PetSmart and Best Buy are “based on convenience — everything under one roof, open 7 days a week [and] in really nice areas of town with great parking,” she says. Plus, “price is great. Everything is enticing. We took that same idea.”

When the sisters researched their competition, they found that most consignment shops closed early on weekends, and required consignors to schedule times to drop off apparel. “We took advantage of what we learned,” Siner says. Not only did they decide to stay open all week long, but “you don’t need an appointment to bring us your clothing,” she says. “As soon as your items sell, you can get your money.” And they made sure to be in an attractive shopping center with a mix of local and national retailers.

The concept took off. Within a few years, the sisters opened a second store in Scottsdale. They now have 15 locations in Arizona and California, including some that focus on men’s apparel and home furnishings. They employ 240 workers  — including middle sister Tess Loo, who joined the company in 2010. The company has invested heavily in customized technology to manage and track inventory (some of the bigger locations put out 1,000 new items a day). Last year, after 25 years in business, My Sister’s Closet posted $25 million in annual sales.

Of course, not everything has worked. The sisters experimented in the mid-90s with a consignment shop called You’re Invited, selling used wedding gowns. “We thought we were the smartest people in the world,” Siner says. “We weren’t. We were a failure.” They learned the hard way that women often hang onto their gowns — and the average bride doesn’t like wearing a used wedding dress on her special day. They ultimately closed the store.

Capitalizing on New Environmental Consciousness

One thing that has fueled My Sister’s Closet’s success, however, is changing consumer views about “recycled” clothing. “When we first started there was a big stigma,” Siner says. In the early days, if she or Jenny recognized a customer on the street, “the person would literally put their head down and look like they didn’t know us,” she says.

Fast-forward to today. “It’s a whole new world in terms of bragging rights for what you saved, for what you recycled,” Siner says. After the economy soured in 2008, My Sister’s Closet had double-digit growth for four consecutive years. (Competitors also sprung up, including The RealReal, which is venture-funded.) And from an environmental standpoint, there is a greater desire on the part of consumers to go “green” by re-buying or re-selling items, rather than trashing them, Siner says.

The company’s environmental impact is something that Siner is especially proud of — even though she hadn’t anticipated that when starting out.

Today, “we take the recycling stuff even farther,” she says. In 2014, the company opened a 3,000-square-foot nonprofit thrift store in Chandler, Ariz., called My Sisters’ Charities. Items that don’t sell in the main locations are sent to My Sisters’ Charities, where consumers can buy them at much lower prices (such as $2 shirts and $5 shoes). Anything that doesn’t sell at the thrift store is then “sold by the pound to recyclers,” she says. “It’s the recycling process that never ends.” Last year, the thrift store netted $220,000 for charitable causes, including wildlife protection and animal rights.

To reduce single-use waste, the company also prohibits employees from using disposable water bottles, and is working to eliminate plastic bags in all of its locations. And Siner practices what she preaches: She has decorated her house and stocked her wardrobe almost entirely with used furniture and clothing from My Sister’s Closet. “It’s hard to pass up a good deal,” she says.

Posted: July 11, 2017

Colleen DeBaiseThese Phoenix Sisters Launched a $25 Million Eco-Chic Business
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    Worst place to work. The owners promote a terrible and negative company culture. Many of their employees work full-time, but still can’t afford to make ends meet. They don’t pay their employees enough and some are homeless. Employees have to use the dirty store bathroom sink to refill their water bottles.