I have gone into this FF location any time myself or my husband needed new shoes. It's the only place in the area with selection and extended shoe sizes for tall people. Over the years we've bought countless pairs of shoes from this store and done home delivery orders. The one star is only for the nice quality shoes that FF offers. The low score is for the poor-terrible customer service that doesn't seem to be improving. The staff all seem to be miserable including management. We've always gotten off of work late so we end up at the store within 30 minutes of closing. It doesn't matter what day it is or which employees are working.... if you show up 30-45 minutes before they close, that's the first thing they'll announce to you when you walk in the door. Normally I always just disregard this and find my shoes quickly and leave after purchasing. However, my recent experience was bad enough to finally write a review.
Last week I went in at 8:30, as soon as my friend and I opened the door a staff member announced from across the store "hi, just so you know we close in 30 minutes!" I found what I wanted quickly and ordered another pair for home delivery. My mom loved the pair I ordered and asked if I could order her a pair. So a few days later I went back to this location to support businesses in town instead of just ordering online (like I should have). Again, as soon as we entered the store at 8:40, someone rushed over to tell us we only had 20 minutes. As I mentioned, I went in already knowing exactly what I was going to purchase. When I went over to the style of shoes I was ordering again the price tag showed it was available in sizes 5.5-12.5 on the label. I asked the young man named Matt (who had previously told me we only had 20 minutes) if I could order an 11.5 because the sign said that was available. He came over to look and said yes it looked possible. I said great and started to look for another style to take advantage of the buy 1 get 1 half off deal. Not 10 seconds later, he comes up to me and quietly says, "I normally never do this ever but I need to tell you something." I said yes? He replies, "I literally just finished cleaning this ENTIRE store and that big family over there (pointing to a group of 6-7 trying on shoes in the middle of the store) has just trashed it. Could you and your friend please do me a favor and be COURTEOUS and not mess up the store?" I kid you not!!! (Side note, my friend and I are 30-year old mom's, dressed nice, ready to spend money because our kids stayed home.) I was so beyond floored at what he just said and how he phrased it that I jokingly replied "don't worry we won't mess it up, that's why our kids stayed home." After that remark my friend said she would just order her two pairs online at home instead!
As I quickly picked another style so we could GET OUT OF THERE, I heard the manager on duty, Noah talking loudly across the store to the family about how messy it was now and you can't sell shoes when things are such a mess. Rude! Turns out the mom and dad of this family had a $500 purchase and were buying 13 PAIRS OF SHOES!!!!!!! That's no way to treat your customers especially ones who are probably making your quotas for the day. Noah started to ring me up while helping with the big sale and they did nothing but grunt and groan through the whole sale. I asked Noah to order an 11.5 and he snidely remarked that women's half sizes don't go above 9.5 and myself and the other employee told him the sign said they did and he just said it must be a technology error. He was so distracted ringing me up between helping with the errors of processing the family's large sale and discouraging people from coming in because it was closing that it actually took him longer to ring me up and finish my simple transaction than it took me to find the shoes. Turns out I didn't need to go to this location for the bigger sizes, I should've just stayed home and skipped the worst customer service experience ever. If I was the mom of the family with the large purchase I would've left it all on the counter and walked out with how they were treating probably their biggest sale of the day (if not week). Two other groups of customers came in while I was checking out and the first group the staff yelled from the checkout area that they closed in 8 minutes and to hurry. Shortly after, another group of two men came in and the staff announced "hi guys, just to let you know we close in about... oh wait just kidding we are already closed!"
It's no surprised this store is always empty.
I love some of the FF brands, but save yourself the trouble and buy online.
I've run my own retail business for the last 6 years and would want to know if my staff was treating customers this way and turning them off from shopping, that's why I wrote this review. I will only be shopping online from FF from now on and will tell others to do the same. read more
