The Row

Terrible customer service. They refused to refund my money for their poor-quality $970 shoes. I’ll rather buy from brands that actually care about quality and their customers satisfaction.

Impeccable service. Thoughtful, courteous with attention to detail. Lovely Gianni picked out the most wonderful item for me. The extra special attention made me feel so valued as a customer. I love my new piece and love the sales team.

horrible experience. such a great brand that I’m a huge fan of, only to be met with a horrible staff member. Asked about brands that were not out and said they didn’t have any, when a woman next to me was getting shown a bag that wasn’t out. Staff member was cold and barely looked at me. The Row should not have these types of people helping others. Did not buy anything and probably won’t be coming back to this 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.

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.

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.

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!