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October 2023 by Nate Zimmerly
Deeply disheartened by this store’s treatment of me following a house fire. After purchasing a travel bag, belt, and wallet that were lost in the fire, I also inquired about cleaning/restoration services for my damaged watches. I was informed by the salesperson, Laura, that they don’t offer such services but recommended that if I brought in the damaged watch that many times, I could likely use the value of the damaged watch towards the purchase of a new watch.After having my eyes on Canfield speedway, I brought in my damaged watch to make a purchase. Upon describing my situation to the front receptionist and receiving quite the standoffish and dismissive response, I was met with the same callousness from the manager, that, “we don’t really do that” but not after waiting 20mins. It is very clear, that they do in fact do this but for some reason, this shinola enthusiast just wasn’t their cup of tea.I came in to purchase one of their most expensive watches and left feeling like I was asking for a handout that was told to me, not something I brought up myself. When I got my first full time job in Detroit after leaving the military, my wife bought me a shinola watch and I’ve continued to purchase more and more of this brand over years as I love its connection with the automotive heritage of Detroit. Now, I think I’m just going to return everything I purchased following the fire after the embarrassment I endured from their staff. How utterly disappointing as I truly love this brands style.Update: the store management personally reached out to me and took care of the situation. Thank you shinola for taking care of your customers.
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August 2023 by Steve Norris
If you are looking to buy quality products this is not the place. Purchased an $800 bag and the stitching came loose within months.I was told that it wasn't covered under warranty after it was sent for repairs. After multiple attempts to have this company back their message of quality and luxury products I ended up having to pay for repairs to be made. If you're looking for smoke and mirrors look no farther. Go hang out grab a free coffee at their cool looking store on my dime apparently. Shinola you should be ashamed of yourself!
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July 2023 by Jimmy C.
Staff was rude and seemed irritated to have to answer questions. I felt like I knew more about the product than them. Pretty disappointing as someone with a pretty big collection of Shinola watches. The outlet employees are 10x better.
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July 2023 by Abbie Westrick
Our experience was more than great! Matt was able to help us with 3 watches we brought it. He was very nice and knowledgeable. Can’t say enough great things about Matt and his friendliness.
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July 2023 by Louis Zingas
Shinola’s team at Somerset is the best! They go above and beyond to make sure you have a great experience every time you walk in. Changed my battery and added a new strap promptly and professionally.
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June 2023 by Marcus T.
Had an amazing experience with Sean at the Somerset Shinola store today. He got me exactly what I wanted, went beyond what I asked for to make things work for me, checked to see if customizations were possible on the item, went out of his way to put it in a large gift box even though it doesn’t usually come with the item I purchased, and was overall very personable, friendly, and easy to work with. That’s the type of employee that becomes a valuable asset to a company - even for a large organization like Shinola. 10/10 experience.
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June 2023 by Dave Glenn
Absolutely 5 stars. In a world of deteriorating customer service, Shinola stands head and shoulders above the rest. The assistant manager, Pat, restored my faith in retail leadership. Jeffrey was very helpful as well.Five stars, and I’ll be back again and again. if you usually buy your watches in the iconic Detroit Store, the Somerset collection really does it well. Do yourself a favor. Stop by and talk to Pat. Tell him Dave sent you.
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May 2023 by Craig I
Very happy with the watches. Not so much with customer service. If you are looking for a timepiece that you will pass along to future generations, Shinola probably is not the best choice.When it comes to customer service the Troy store is not a marker of excellence.
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April 2023 by Roman Y
Sully at the SomerSet collection was amazing! He helped me find a matching pair of watches for my wife and I. He was very accommodating and knowledgeable about the products. He even swapped out the leather band on the Station 8 for the stainless steel 5 link band that matched the diamond dial Derby I liked for my wife. He really knows the products well! I purchased an Automatic Station 8 and a Diamond Dial Derby. Very happy with my purchase.
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February 2023 by Nicole E.
Decided to come here to get the watch battery replaced for my hubby's watch. I am not used to watches that don't wind themselves perpetually. I should ask if they make such a watch here at all. This is second time we have had to replace the watch and it's a nuisance since it's not something you can easily do yourself at all. There are videos, but not something my husband wants to take on at all. The Troy location is more convenient, since there's a parking lot dedicated for the stores. We bought the watch at the D location. Notifications go to an email, it's automated when it's complete. The staff were able to look up our name to get info about the battery from our Detroit trip at least$25 for the watch battery and takes a half hour. You can pay when you drop off or when you pick up the watch when it's done. The watch was done in a half hour as estimated. Pick up at one location and then the front staffer had to have someone else take me to a wall register to cash me out. He told the previous customer he can't leave the front at all.
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January 2023 by Shannon Scheff
Beautiful mall. Top of line retailers. Parking was a nightmare. We used valet. Great service.
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December 2022 by Nataliya Malaydakh
Sales people are nice, but up front: so rude and annoyed with questions. Snap, short answers!
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November 2022 by Keith Wunderlich
I’ve shopped at Shinola on Canfield, Shinola at Great Lakes Crossing, and Shinola at the Shinola Hotel. They are all good and have helpful sales people. Shinola at Somerset is a horrible representation of the Shinola brand. All I wanted was a new battery put in my watch. A sales person said they could do that for me. They took me to a computer and wanted to create an account for me before I could get a battery! Why? I was told because they could notify me about when my watch would be ready. I said it’s just a battery and you’re doing it right now, so why do you need my name, address, phone, email? Change the battery, I’ll pay for it and leave. Two other sales people had to come over and get involved in my refusal to turn over personal information. Then, one of the new people to the conversation said “how will we contact you when it’s ready?” I’ll be standing right here! Nope. Now they won’t do it until tomorrow. Wow! What a crock! I won’t give them a way to send me spam emails and texts so they won’t put a battery in my watch. Makes me wonder why I bought two Shinolas? I would expect good service considering how much I overpaid for my two assembled in Detroit watches. Not at Shinola Somerset. Unhelpful staff working there.
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October 2022 by Kiel VanTiem
I love Shinola products. I went in to buy some accessories for my San Francisco trip and was ignored by the staff. I strolled around for 10 minutes and left.It's unlikely that I will go back to this store again.
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October 2022 by Ron Houseman
Bought my wife a watch. The battery lasted less than a year. I get that. Go get it replaced. It took three weeks!. What, did they walk it to Detroit? Not good value for the price paid.
