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October 2023 by Mai Hou
the quality of the glasses is also very poor. Every screw on my glasses slowly loosens, causing my glasses to fall to the ground while I’m walking and damage the lenses
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August 2023 by Irene Huh
I went in to adjust my glasses at gentle monster today and Anthony was extremely nice and helpful! He made sure the glasses fit perfectly on my face before finishing up!
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July 2023 by Melissa P.
Love going to all the Gentle Monster stores in different cities to check out their decor and installations. New York location has a huge store that opens up in the back, and all the staff are so kind and helpful especially when providing opinions on what frames fit your face. Highly recommend!
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July 2023 by jason yu
Terrible service , 1 star . As a big fans for gentle monster for many years for bought more than 10 glasses for myself . Long story and today that’s a gentleman I think is a manger very rude to ask me to have to look at him when he is talking , but while I’m talking gently to his coworker at the same time , which is a Asian girl who is very helpful . We ask to order a glasses from different state and they ask us to wait , after 20 min , I’m very confuse go to ask the Asian girl and she say someone is working on it ( we haven’t paid yet ), but the manger say no one ask you to wait here and you can go ( no one either telling us we are good to go ) we though we have to paid and sign with credit card .It’s hard to tell the whole story , but it think basically where ever you are working you have to have a basic attitude to work , and that’s your job and that’s why you get paid . Very disappoint to that staff and also please we get treat nice any where ever we shop . Because we are customer . Thank you
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July 2023 by Rachel Danh
worse customer service ever. I asked them if i can buy the sunglass in store and ship it to another, They told me they dont do it there. The return policy is really trick, they dont let me return my package even i just bought it few days ago.
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June 2023 by Melissa Naja
The store has fantastic decoration. I love mix media arts, so they do the good job displaying. My friend told me that this brand is so popular especially for Asian and I totally agree. Influencer, Youtuber or window shopper probably love this store. I like some of their design and the rest maybe they aren't my cup of tea. The price is a bit above average but with the design I couldn't complain. I don't get any service because the staff either chit chat with each other or don't want to puch customers at all so I walked around, tried some sunglasses, they didn't even bother me.The score I gave them is for the display and design of glasses so that was it.
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June 2023 by Fozz
Terrible service. Glasses all filthy. Staff stand around and don't have cleaning clothes available.Be sure to check if the product is in stock as you can stand in line waiting 15 minutes before finding the product isn't available.
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May 2023 by Chunjai K.
The store has fantastic decoration. I love mix media arts, so they do the good job displaying. My friend told me that this brand is so popular especially for Asian and I totally agree. Influencer, Youtuber or window shopper probably love this store. I like some of their design and the rest maybe they aren't my cup of tea. The price is a bit above average but with the design I couldn't complain. I don't get any service because the staff either chit chat with each other or don't want to puch customers at all so I walked around, tried some sunglasses, they didn't even bother me. The score I gave them is for the display and design of glasses so that was it.
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May 2023 by Anthony Dodero
As a devoted fan of Gentle Monster since I first discovered them on a trip to Seoul, I am heartbroken to write a negative review about a brand I once admired and recommended to friends and colleagues. My recent experience with their poor customer service and deceptive return practices has left me feeling betrayed.I initially attempted to return a pair of frames, but the process quickly turned into a nightmare. After mistakenly including the wrong authentication card with the return, Gentle Monster sent the item back to me without any explanation or attempt to contact me. When I reached out to them, they agreed to accept the item if I provided the correct authentication card. I sent a photo of the right card for confirmation; however, they then requested additional photos of the frames before processing my return label again, even though they had previously possessed the glasses.Throughout this ordeal, their support system emails were constantly flagged as spam and moved into my email's trash folder, causing frustrating delays in our correspondence. Gentle Monster acknowledged these issues but still denied my return request after "too much time had lapsed" due to the existing email problems.Moreover, I tried reaching out to their customer service phone number, hoping to speak to a live person, only to be met with an ineffective system and unable to talk to a live person. It's disheartening to see a brand I once held in high esteem avoiding customer concerns and failing to resolve disputes fairly.Their return policy is inflexible, and they are quick to hide behind it when convenient. Customers should beware of getting stuck with purchases they will never be able to return. It's a shame. Because of this I'll never purchase from you again.
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April 2023 by Jason Mei
Similar to the rest of the 1-star reviews here, customer service was unpleasant with the front-house staff. I visited the store Saturday 4/15/23 around 6PM and my sister and I were not allowed in due to being at "max capacity" and were asked to wait outside, but another pair who went in after we stepped out of the store were allowed in. While a few people left, no one directed us in as we waited outside in the line. When we re-entered the store, we were not greeted and ignored while they chatted away. The rest of the staff were fine.
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April 2023 by Karina Q.
I bought sunglasses for my bf's birthday here, the store itself is very beautiful but 2 stars for the service. assistants are very rude and not talkative at all, felt like they own the store.
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March 2023 by Ashley Yu
There are some big active installations right when you enter the store, and while you walking along with the sunglasses display, you will enter to another space, just like visiting a fashionable exhibition! Such a cool store that has been nicely curated!
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March 2023 by David Hosey
My fav glasses place in nyc. Love their reading and sunglasses
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March 2023 by Kevin Zhan
Awesome staff and best service in town. They replaced my nose pads and even polished the plastic part of my alio glasses purchased in Korea free of charge, thumbs up.
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March 2023 by HyunDaBomb [NewYorkVibe]
I was very interested in collab pieces with margiela. So i went to gentle monster in soho at exactly 6:40pm. When i stepped in to the store,i was told from one of the lady that its max capicitiy so they are no longer taking customers. First there was about 10people as of customer in the store, and even that is max capicity, i would have wait outside which other stores do. But instead the lady just told me they are no longer taking customers when thr hours of the store is until 7pm.I did went to dover street store and picked up the sunglasses today which i love the product btw. Just the service wise in soho store is ??
