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April 2024 by Molly Keenan
I absolutely love Lucky Brand. I adore their jeans so much and the material is always excellent quality. However, the interaction I had with an employee today left me feeling like a complete idiot who wasted their time for even entering the store in the first place.I bought a pair of Palazzo jeans online a few months ago, when they were originally online only. They were almost completely sold out except for the size pant that I usually wear, so it was a no brainer when I bought them. However, when they arrived, they were far too small, but there were no more larger sizes, and I didn’t believe they would ever come back in stock. I held onto them, thinking I might be able to eventually make them work, but all they did was sit in my closet untouched, unworn. To my surprise, I noticed that they were fully back in stock, and immediately called the store to see if I could do an exchange. I explained the situation to the manager, and she said they might be able to do the exchange if I could come in that same day. I was fully prepared to be turned away, and I did not expect them to try and attempt an exchange if it wasn’t possible. I wanted to be as reasonable as possible, considering the circumstances.When I arrived at the store, I went up to the register and explained that I was here for a possible exchange, and I mentioned that I had spoken to a manager about it on the phone less than an hour ago. I was immediately met with pure hostility and passive aggression. The employee spoke to me as if I was wasting her time and that I was stupid for thinking I could do any kind of exchange in the first place. When I reiterated that I had spoken to the manager on the phone, she began insinuating that I was lying because I didn’t get a name, and tried to refuse service. I again stated I spoke to the manager who said to come in today, and in the most frustrated tone possible, said she would find someone, and then wandered over to the manager standing less than 10 feet away. At this point, I was in pure panic and distress. I chose to call ahead and speak with someone so this interaction wouldn’t happen, and to be met with the most attitude and disrespectful tone I’ve ever experienced in customer service left me feeling small, stupid, and worthless for even entering the store. Even when I then spoke with the manager, she apologized saying that particular employee does in fact have “a tone.”The entire interaction felt so unnecessary and degrading, even while I was trying to be as polite and respectful as possible, but I was in so much distress that I began crying in the fitting room trying to calm myself down. After purchasing the new jeans I had wanted to exchange for, I left behind the ones I originally brought in because I was no longer thinking straight. I did not want to be in the store any longer, and I certainly never want to return to that location if I can avoid it.They were not able to do the exchange for me, but that’s not what upset me in the slightest. The manager looked over my pants to check if they were fine, and explained how a couple small marks on the pants meant that they could not be resold. I was completely understanding and apologized profusely for all of the issues and let them know that I understood fully if they couldn’t accept an exchange. What was upsetting was the tone I was met with from the moment I was approached by the employee in the store. I was polite, respectful, and tried to be as understanding as humanly possible, but was met with the worst attitude and response to a customer I’ve ever experienced. As soon as I mentioned that I needed to speak with the manager, she could have brought her over, but instead continued the conversation by insinuating that I was lying about the call and tried to refuse service.I will never be returning to this location if I can help it. While I love Lucky Brand and their clothes, that interaction left me feeling so horrible to the point that I physically never want to step foot anywhere near that store ever again.
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April 2024 by Veronique Smith
Awesome customer service on JD's part! We will definitely be back!
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April 2024 by Melodye Gatling
Best place to shop for jeans and tees. Manager Shelly is the greatest!
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December 2023 by Renuka Boppuri
These guys are Ahmazing and I mean it. They went out of their to help me with both purchases and returns. I love this store and it's my new favorite. My husband asked if I'm their spokes person since I talk so much about both the store and the that work there. Also, best jeans I ever bought!
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November 2023 by Nicole E.
Stooped by here since my hubby saw some from the door. They had a blue and off white and some other plaid mixed color scarfs that were soft, but nothing that was to my taste.
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October 2023 by Sahra Velasquez
Incredible customer service! My boyfriend and I were in awe of the kindness and patience from the staff here even though we came in close to closing time on a Wednesday and when any other sales associate would brush us off, Andrew and the other young lady helping (forgive me for forgetting her name but she was a little shorter with dark hair in a bun) were so helpful and accommodating to my very picky boyfriend. We were in desperate need of new jeans for him and have NEVER shopped at lucky brand. However, in a ditch effort after visiting 3 stores with no avail we stumbled into lucky brand and could not have been happier with our experience! I have never seen him make a decision faster and the jeans these kind associates chose for him fit him perfectly. Needles to say we will be shopping here for jeans for the rest of our lives :)
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August 2023 by Amy Harlan
Excellent customer service experience at this location today! Brandon not only knows his stock but has the gift of being able to suggest the right fit as well as pull the appropriate size right off the rack! Thank you for such an awesome back to school shopping experience. I spent way more than I intended due to the skills of this very valuable associate?
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May 2023 by Vel Cast
Not many locations in my city, but happened to stop in the Austin location. The associates were very nice and helpful & I really did like the clothing selection they had.
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April 2023 by Zachary T.
Troyann is the face of the operation at Lucky, Barton Creek. Customer service is Troyann's top priority. Won't work with anyone but them and they always make sure I leave better than I arrived.
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February 2023 by Antonio Montesinos
Good clothesNice place
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January 2023 by Casey Smith
I was just in there, there were two women at the registers helping customers. I came in to do a return. They were nice to everyone but me. Typically i don’t need to give any info for a return, since i work for a production and we try to avoid using numbers or emails when we can. When i told them i don’t usually give info for that they snapped at me and tried to turn me away. And then they proceeded to argue with me about the 60 day return policy. Lucky brand needs to start training their employees, cause the 60 day return policy was never a “holiday return policy.” I wouldn't have cared about any of this if they weren’t so rude.
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November 2022 by Amie Parsons
Store says it opens at 11. It's 11:20 and no one is here to open up the store. Is this typical?
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July 2022 by Vrishab Madduri
Amazing location! Their selection is great and the staff is very nice and helpful. Would highly recommend to anyone looking for a nice pair of jeans and good service!
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November 2021 by Susan M.
I went into the Barton Creek store to look for jeans for fall/ winter. I got overwhelmed and left. I returned that afternoon determined to find some jeans. Stephen was there and offered to assist me. He was SUPER! He explained the varied jean styles with me ( the Lucky jean names change , so help!) and we landed on jeans to try. I went through several styles and sizes- assessing the look and fit. Again, he was professional, totally engaged in helping me find a good look. What an outstanding experience. I had not bought jeans from Lucky in a long time. Because of Stephen's excellent customer assistance, I will be returning to Lucky Brand once again.And the jean quality , design, and fit feel so good! Thanks Stephen fir a great experience! I'm back!!
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November 2021 by Life's a garden, can you dig it Michelle?
Friendly and helpful staff. I went here with family for the first time. We took advantage of the buy one pair jeans get a second half off.
