The Row

I have to agree with the other reviews saying how cold and rude the sales associates are at this location. Unfortunately had a Pretty Woman experience when I was here (the part where they made her feel bad for existing), and the treatment was something from another era. The sales associate who first spoke to me disappeared for awhile and so I asked another one who was there, and the first ran down the stairs as if the second was trying to steal his sale- I’m sorry, if you’re just going to go to another floor to text on your cell for 20 mins and the only customer in the store has a question, what did you expect them to do? I asked for a specific bag in a specific color, and they said it was out of stock. So I asked them if I could leave my contact information and be notified when the bag comes in (a pretty standard ask). They said that they were too busy, shoved their business card in my face without making eye contact, and told me to send them an email, as if they were doing me a favor. I threw their card in the nearest trash can on the corner.

On July 29, 20024, I visited the store the second time. I told the SA that I wanted to check out a few pairs of shoes, and he said "well, yeah tell me now so I don't have to go back and forth." That felt a little weird, but I thought maybe I was overly sensitive. After I tried the shoes and realized the pair I liked didn't have my size, I asked if there is other stuff I can look at. He went: "I have another appointment coming up." Also, he picked up his personal phone call about picking up his glasses from the optometrist or something while helping me. Overall, this was just not a welcoming experience. If this is the kind of service you have in-store, I'd rather go elsewhere or buy online.

This was my first time visiting a The Row boutique and I brought a friend with me to browse. I knew which pieces I was hoping to see in person and maybe even try on, as I’m a big fan of the designs, but I was still nervous because I don’t have a lot of experience luxury shopping in person. I do most of my shopping online. However, I had a lovely experience here and would definitely return. I saw a pair of jeans I have been eyeing for a while and my excitement led me to ask for them in my size. They didn’t have them but they had the next size up, so I asked to try them anyway. I was helped in a very professional and courteous manner and the sales reps even complimented me with them on, and one woman chatted with me about them as well. I think once you get comfortable, they are all very warm and welcoming. No one offered me anything else or help ordering them—but this didn’t bother me because I could have asked to order them, and being shy, I may have felt pressured to order or buy if they pushed on this. I was merely browsing to help me decide if I like them and what my size would be, and I love when I can browse and try on without any pressure.

The old lady sales person seems like racist. Even though I specifically requested the exact product name and color, she ignored me and acted superior, making me ask two or three times. Everytime whenever I visit the store, she did that. To make matters worse, she prepared a product with scratches on it. When I complained, she annoyingly said that leather is naturally like that??? The Row should promptly dismiss this woman who ruins their image. I have never written a review before, but because of that lady, this is my first time doing so.

As a long time buyer, unfortunately I must agree with the comments that recent sales associates not only have more attitude than in previous years but are also much more clueless about the brand and the items there. It’s quite embarrassing that you need a client to correct you on details and information regarding your product. Like if you’re going to stand there for 7 hours a day at least scroll through the iPad you’re holding. Maybe chitchat about work a little more. I wouldn’t mind if they would leave me alone to shop and grab things and sizes when told, but the need to comment and show me things when you don’t know what’s going on or what you’re talking about is a waste of everybody’s time. Almost as ridiculous as Bergdorf sales girls. Still lovely clothes though. Fit and fabrications never miss. Just train or interview your floor team better.

Gorgeous space but the old lady helping me tried to sell me a clearly used bag with a paint stain on the bottom (when I pointed out the paint stain, she rubbed at it and denied that it was paint even though it clearly was not coming off the bag as she scratched at it with her nail). She didn't even offer to order another bag to the store/my apt and just kept disappearing. Pretty disappointed in the service and will definitely be just ordering online.

Overall this store has serious racist and integrity issue. I will not visit this place again or recommend the shopping experience to anyone I know. The Row can definitely state this on your website that your high-end pricing strategy are only there for white dumb customers because this is how some of your team member acted like. Today when I visited store, the woman sales gave me so many hard time and hard questions, like: "I need the name of dress, otherwise I can not help you"(why? Now The Row doesn't prepare catalog on the device that every sales hold? How about well-train your team if they are not prepared to work?) "3rd floor is man-stuff, you can not go there." (yelled in front of everyone and stopped me go visit. Speechless, is The Row NYC still in 1870 or your team all reached quota this month?) "We don't have gown/dress in 3rd floor, you can not go there" (as I checked by myself, right after I asked another team member and they led me to 3rd floor directly, everything I need was there. I shared to the woman sales, that I was in store before to try gowns for wedding. That's why I want to visit 3rd floor so my husband can also share same information and we can discuss about it. I can not believed that The Row NYC team can lied to customer like nothing happen and put clients in hard time like this.)

I have been a fan of The Row for years, especially after they finally launched their men’s collection. Most of my purchases before had been online through third party retailers like Bergdorf’s or Mr Porter. That was until I purchased a pair of pants on The Row’s website. They accidentally sent me the wrong pair and I had a difficult time exchanging them through the online customer service folks. When I contacted the store directly they went above and beyond to take care of me. Going so far as to have their LA store overnight the correct pair to them so they could process the exchange in-store for me in time for my vacation. Malike the manager, along with the rest of the team, were so lovely to speak to and work with. I now almost exclusively shop for The Row in-store because it adds so much to the experience. The space itself is a piece of art and I find myself just wanting to stay and hang out with everyone. It’s unfortunate to see others feel the need to share such negative feedback about this place especially when I’ve experienced such thoughtful and authentic service here. All I can say is you typically receive what you put out into the world. I’m always excited for my next visit to the store!

I have to agree with the other reviews saying how cold and rude the sales associates are at this location. Unfortunately had a Pretty Woman experience when I was here (the part where they made her feel bad for existing), and the treatment was something from another era. The sales associate who first spoke to me disappeared for awhile and so I asked another one who was there, and the first ran down the stairs as if the second was trying to steal his sale- I’m sorry, if you’re just going to go to another floor to text on your cell for 20 mins and the only customer in the store has a question, what did you expect them to do? I asked for a specific bag in a specific color, and they said it was out of stock. So I asked them if I could leave my contact information and be notified when the bag comes in (a pretty standard ask). They said that they were too busy, shoved their business card in my face without making eye contact, and told me to send them an email, as if they were doing me a favor. I threw their card in the nearest trash can on the corner.

On July 29, 20024, I visited the store the second time. I told the SA that I wanted to check out a few pairs of shoes, and he said "well, yeah tell me now so I don't have to go back and forth." That felt a little weird, but I thought maybe I was overly sensitive. After I tried the shoes and realized the pair I liked didn't have my size, I asked if there is other stuff I can look at. He went: "I have another appointment coming up." Also, he picked up his personal phone call about picking up his glasses from the optometrist or something while helping me. Overall, this was just not a welcoming experience. If this is the kind of service you have in-store, I'd rather go elsewhere or buy online.

This was my first time visiting a The Row boutique and I brought a friend with me to browse. I knew which pieces I was hoping to see in person and maybe even try on, as I’m a big fan of the designs, but I was still nervous because I don’t have a lot of experience luxury shopping in person. I do most of my shopping online. However, I had a lovely experience here and would definitely return. I saw a pair of jeans I have been eyeing for a while and my excitement led me to ask for them in my size. They didn’t have them but they had the next size up, so I asked to try them anyway. I was helped in a very professional and courteous manner and the sales reps even complimented me with them on, and one woman chatted with me about them as well. I think once you get comfortable, they are all very warm and welcoming. No one offered me anything else or help ordering them—but this didn’t bother me because I could have asked to order them, and being shy, I may have felt pressured to order or buy if they pushed on this. I was merely browsing to help me decide if I like them and what my size would be, and I love when I can browse and try on without any pressure.

The old lady sales person seems like racist. Even though I specifically requested the exact product name and color, she ignored me and acted superior, making me ask two or three times. Everytime whenever I visit the store, she did that. To make matters worse, she prepared a product with scratches on it. When I complained, she annoyingly said that leather is naturally like that??? The Row should promptly dismiss this woman who ruins their image. I have never written a review before, but because of that lady, this is my first time doing so.

As a long time buyer, unfortunately I must agree with the comments that recent sales associates not only have more attitude than in previous years but are also much more clueless about the brand and the items there. It’s quite embarrassing that you need a client to correct you on details and information regarding your product. Like if you’re going to stand there for 7 hours a day at least scroll through the iPad you’re holding. Maybe chitchat about work a little more. I wouldn’t mind if they would leave me alone to shop and grab things and sizes when told, but the need to comment and show me things when you don’t know what’s going on or what you’re talking about is a waste of everybody’s time. Almost as ridiculous as Bergdorf sales girls. Still lovely clothes though. Fit and fabrications never miss. Just train or interview your floor team better.

Gorgeous space but the old lady helping me tried to sell me a clearly used bag with a paint stain on the bottom (when I pointed out the paint stain, she rubbed at it and denied that it was paint even though it clearly was not coming off the bag as she scratched at it with her nail). She didn't even offer to order another bag to the store/my apt and just kept disappearing. Pretty disappointed in the service and will definitely be just ordering online.

Overall this store has serious racist and integrity issue. I will not visit this place again or recommend the shopping experience to anyone I know. The Row can definitely state this on your website that your high-end pricing strategy are only there for white dumb customers because this is how some of your team member acted like. Today when I visited store, the woman sales gave me so many hard time and hard questions, like: "I need the name of dress, otherwise I can not help you"(why? Now The Row doesn't prepare catalog on the device that every sales hold? How about well-train your team if they are not prepared to work?) "3rd floor is man-stuff, you can not go there." (yelled in front of everyone and stopped me go visit. Speechless, is The Row NYC still in 1870 or your team all reached quota this month?) "We don't have gown/dress in 3rd floor, you can not go there" (as I checked by myself, right after I asked another team member and they led me to 3rd floor directly, everything I need was there. I shared to the woman sales, that I was in store before to try gowns for wedding. That's why I want to visit 3rd floor so my husband can also share same information and we can discuss about it. I can not believed that The Row NYC team can lied to customer like nothing happen and put clients in hard time like this.)

I have been a fan of The Row for years, especially after they finally launched their men’s collection. Most of my purchases before had been online through third party retailers like Bergdorf’s or Mr Porter. That was until I purchased a pair of pants on The Row’s website. They accidentally sent me the wrong pair and I had a difficult time exchanging them through the online customer service folks. When I contacted the store directly they went above and beyond to take care of me. Going so far as to have their LA store overnight the correct pair to them so they could process the exchange in-store for me in time for my vacation. Malike the manager, along with the rest of the team, were so lovely to speak to and work with. I now almost exclusively shop for The Row in-store because it adds so much to the experience. The space itself is a piece of art and I find myself just wanting to stay and hang out with everyone. It’s unfortunate to see others feel the need to share such negative feedback about this place especially when I’ve experienced such thoughtful and authentic service here. All I can say is you typically receive what you put out into the world. I’m always excited for my next visit to the store!

I wanted to check out if they have the margaux, and bec it was and still is very popular, I knew I wasnt gonna walk away with the bag I wanted. One of the ladies was very helpful, they all were. And I called back a few weeks later and found the perfect margaux 15. I took my time deciding and they made me feel very comfortable and helped me make the right choice. Overall it was a great experience and would gladly return.

Excellent service; beautiful bags and clothes. The team there are very professional and accommodating!