I'm really disappointed with my experience at Journeys. I originally purchased a pair of Birkenstocks for my daughter at the Glendale location, where I was told I had up to a year to return them. Since that store is currently under renovation, I went to the Burbank location to process the return. Unfortunately, the manager there refused to accept them because they showed signs of being worn. My daughter only tried them on briefly after practice, which I didn't think would be an issue based on what I was told at the time of purchase. There was no clear explanation or flexibility--just a flat denial. What's frustrating is the inconsistency. If policies have changed, that should be clearly communicated to customers at the time of purchase. I didn't argue in the store because I didn't want the situation to escalate, but the experience left a bad impression. I expected better customer service and clearer communication between locations. read more

Unfortunately, the customer service at this place is extremely horrible. In my experience yesterday, 04/24/2026 in the morning, I visited this location because I needed to return a pair of shoes. However, a woman who works there and was on the morning shift was extremely rude, insisting that the shoes were used when that was not true. I explain to her that never wore the shoes because they didn't fit me, but she kept claiming something that wasn't correct and was being very rude about it. She gave me a towel to "clean" something that wasn't dirty, and she did it in a very disrespectful way. I feel that the way she treated me was not right because I never disrespected her at any moment. They really need to work on their customer service, because this is not how customers should be treated. read more

MIKE was very helpful and friendly! Went above and beyond to help me find the perfect shoe truly appreciate it

I have Just walked out of the store very disappointed I love this store they are always super friendly and happy the past times I have visited for purchases I have also observed the kind caring help the staff always provides , But NOT THIS AFTERNOON I felt very unhappy the older lady that helped me out was extremely RUDE and VERY UNFRIENDLY (older African American woman) I hesitated to ask her name thinking maybe I shouldn't perhaps she's having a bad day , but honestly driving back home made me realize IT WAS UNFAIR TO HAVE BEEN TREATED THIS HORRIBLE after spending over $100 on shoes and items I honestly regret having to have come to this store now , I hope this helps the hiring staff on educating and instructing their employees that represent JOURNEYS to be and have better customer service this older lady might of been a manager perhaps ??! There where 2 younger girls with friendlier and better work skills , I will drive the extra mile to our next city store location in Glendale just to feel welcomed . I hope this review helps other devoted customers. read more

called in asked for a particular shoe and it's size they put on hold. Mike and the rest of the associates saved the day! Thanks Mike

I have been coming to journeys for a while now. The employees have always been chill and attentive at this location. I especially go to journeys because of the socks and the quality of them. Just recently I bought a pair of shoes I was gifting, I got the wrong size so I went to exchange them for a smaller size with the gift receipt. Straight up the store manager which I didn't know was the store manager at the time killed my high and almost killed my good day. Her reaction to me saying I didn't have my original receipt just my gift receipt along with other stuff had me trippin out. Maybe we had a misunderstanding but even then instead of diffusing the situation she sat up there and argued with me even when I was just ready to go and told her I understood what she was saying. She wanted to have the last word, told me to not come back and ask any questions later and I tried getting her name she refused. A tall white man was working register along with the store manager he was just quite minding his business he seemed a bit embarrassed at what was happening and so did jewels. I believe is her name they both looked embarrassed, shit I was embarrassed myself. Anyways I hope they get someone to talk to this store manager. read more

First off what can I say this spot has the Dopest shoes! I just saw something in the window walked in and Jacob right away approach me was welcoming and awesome made me feel right at home. He gave me some suggestions got my sizes lightning quick and before you know it I was out the door with five pairs of shoes. There was one pair of colorful FILA high tops that I would've liked in a different color combination, Jacob took the initiative and went online to show me whats available to me he also showed me some sneak peek shoes that they'll be getting in soon Jacob is a really awesome sales representative I don't know if he's a manager but he really should be because he handled that place very well there was a couple of other customers that came in with children and he just juggle them beautifully. I left very happy and excited to tryout my new footwear. All in all of this is an awesome spot to get some really sweet great looking shoes for an excellent price go see Jacob he'll take care of you journeys gets my five star review! read more

This review is for Brandon. He was kind, attentive, and I felt comfortable having his help while I was trying on shoes. I know they have sales goals etc, but he wasn't pushy while telling me about the socks and other add on items. We ended up buying 3 pairs of shoes and some socks. Brandon is a good employee, he really does a good job and I think he will go far in life. Just based on his positive attitude and cool demeanor. Thanks Brandon. You made my shopping experience fun, you rock. read more

Not sure why this place, in particular, didn't have its own business information on here. Anywho, the two workers (wish I got their names) that helped us on December 17, 2013 around 7:30 PM, were seriously cool. One was a male, mixed with Asian, skinny, and wore glasses and the other was a female, average height, blonde, and fit. They were friendly, entertaining, upbeat, and not at all fake or rude. The store carried the same brand selections as other Journey's would carry, but I think they had a bigger variety of shoes for each selection (does that make sense?). Anyway, I would come back here if I knew those two were going to help me out. read more

Journeys - Shoe Stores Near Me - Burbank, California

This place is horrible. The people who work here are disrespectful and rude. My mom bought me a pair of shoes and got the wrong size. I decided to return them because they were expensive and I was never going to wear them. I only tried on one shoe around my house to see if i should keep or return them. When i went back to return them the guy said there was nothing I could do about it. He claimed that i "used" the shoes and i can't get a full refund back. One shoe was slightly worn on the bottom but could easily be taken away with a wipe. The service sucks they are basically a bunch of 16 year olds and the manger. Would never go back there again, would rather walk across the mall to the Vans store to get better service. Ended up going to the Glendale mall and got a complete refund. read more

I had to spot and buy a pair of converse shoes today! Luckily I ran into Alan & Hanna! Great customer service! Brought me different shoes and styles . Thank you! 5+ stars read more

Wow. Do all they really care about is hitting their sales goal, and completely ignore one of the most important aspects of customer service? Like working with the customer per situation? Or even having the common decency of listening? I purchased a pair of shoes here the Saturday before 4th of July, and was checked out by a young lady who signed me up for an e-receipt. Because I did not have a physical paper in my hand and nobody gave me any vital discaimers, I left with my purchase. Wore the shoes one day. We're a bit too heavy and we're rubbing on my skin quite a bit, so I put them back in their box. Brought them back and was told, "Because you wore them, I can't do anything but you can come back when my managers here". I couldn't so I called when I was at work and explained the situation that no one said to look at the receipt in my email before I put them on, so the co-manager said to bring them in on my day off and she'd look at them. Brought them again, and was told by the co-manager, "You wore them so I have no way of reselling them or exchanging, but our head manager clocks in within an hour you can talk to him". Let me state that the co-manager was extremely understanding at what seems to be a COMMON FRUSTRATION with more customers other than just me. Especially because this is a shoe store, and I've never experienced anything like this at any other shoe store in my life. Even with shoes I wore several times, let alone once. While waiting I talked with customer service who said to email my receipt and pictures of the shoes when I was able to, and they would take a look. Then they'd send out a shipping return sticker for me to ship my shoes back, and then they'd follow up with a gift card or something else. An hour passes and I got to speak with Eddie, the head of the store. I just wanted to get a second opinion and to see if he could just listen to my situation. I'm blown away from how he handled our conversation because I was understandably frustrated of having to go back and forth and about how I got an e-reciept without any kind of disclaimer of their one and only golden rule. But all I got from Eddie was someone who was too busy to bother with me. I was in the middle of explaining and he would repeatedly jump in to cut me off, talk over me, and would shout greetings to people passing by or just looking at shoes and I felt the complete lack of respect. He was quick to interrupt me and was quite dismissive because he assumed he knew everything I was going to say or simply just wanted me to stop talking. He also kept mentioning, "I don't know what you expect me to do about it. Look I've got a busy day with a lot to do and a lot of orders I have to finish so...". I told him I am a paying customer and I thought I was trying to have a conversation with management about a extremely strict policy that I was unaware of when I purchased the shoes that caused a problem. One that happened due to a lack of training that is causing this issue. That's when I got hit with a, "Look you're giving me a lot of attitude" and I said I was obviously frustrated about this issue, and that there was no attitude whatsoever, perhaps I could finish my sentence because he kept interrupting me. "Customer service is going to take 2-3 weeks, so do it if you want" I told him I was going to because it was over $100, and I only came to see if he could remedy this instead of me having to ship it out due to not being explained about the again, strict policy. Anyways, I left feeling extremely disrespected. I get that you guys have a ridiculously strict policy about your products. But I am blown away how pretentious Eddie was and how he spoke to me. He certainly seemed in a rush because he was so so busy, that he talked more about being busy instead of hearing out a customer. I'm so so sorry, but isn't that part of your job? read more

Was looking for a specific backpack. Alex took the time to help me on the phone and set the bag aside for me. Got there, she was busy but her co-worker (didn't catch his name but very nice young man) knew exactly what I was talking about. Handed me the bag, gave me all kinds of info on it. Overall, best experience I've had at this Journey's. I live nearby so this is my go-to J's store and I've never had this kind of help before. They're so willing to be helpful and not make you feel bad for asking questions. Keep up the good job guys! read more

i always hated buying shoes because i could never decide what i wanted or i could never find my size; i've been coming to the Burbank location for about a year and a half now and out of all the employees i've ever had help me, Kiera and Maddie are the best people there by far.. they always bring me not only the shoes i ask for but also options they think will look the best; they are honest with me on how the shoes look because they wouldn't want someone to lie to them just for sales. i always end up buying at least one pair of shoes from them! i could always sense some hostility by other employees and i never knew why but ever since the new manager Cass came to the store, the customer service has increased so much! Cass has such an amazing personality and you can see that the other employees actually LIKE to come to work! i'm so happy walking into this store even more now! This store is by far the best journeys in LA!! read more

This was by far the best experience I ever had at a shoe store. Went to the Burbank location and the Manager, Eddie, helped me out. He was friendly, fast and got me exactly what I wanted. I left happy because he was so up beat and answered all my questions. Nice location, clean and organized. I would recommend Burbank Location for their top service. Thanks again Eddie for all your help. read more

I ordered shoes from the Journeys website and one shoe was a different size than the other. I took it to the Burbank location and they said "our store isn't the one you bought the shoes from" and I can't exchange my order there. I later called customer support and they informed me that any location should be able to exchange an incorrect order. I'm now stuck with shoes I can't wear and I will need to drive an hour round trip again (and most likely be forced to call customer service to explain to the pot heads who run the store that they should help me with my problem). This really is the last time I deal with this business. read more

Happy young kids to help you out and they actually had my size (in kids). Happy with my new mint green converse.

This location is great. For being a first time customer at this location my boyfriend and i received great help, we called in advance about a situation we had with some shoes and when we arrived it literally look no more than 5 minutes to fix the problem. The lady who helped us out was very understanding and helpful and I'm really grateful. I do not remember her name but the manager with blondish hair who was in around 5:30 pm you are great read more

Came in to buy some Docs and was more than pleased with the kind ladies here. Fast, friendly, helpful.

It's truly the best place to get shoes, as soon as I enter the store i'm offered help. They always have all the shoes I want with the sizes i need. Elina helped me out and got me exactly what I needed quickly. I did not have to wait around for a size. She was very friendly and made it an amazing experience! read more

Went to Journeys in the Burbank Mall and received the best customer service Ever from Morris. My daughters birthday was in a few days and they didn't have on hand the shoes she really wanted so Morris made phone call after after phone call until he found them! I was very impressed with his tenacity in locating a pair which he had delivered to my front door. Great job!! read more

I like the service they provide. I've bought from them on two separate occasions but I've been here a couple more times to browse. Each time I've been greeted by at least one person. They carry what seems to be mostly tennis shoes, boots and sandals. Nothing that I would consider to be athletic foot ware. The prices are pretty much at par with other stores or, in my case the high top converse all stars, were a few dollars cheaper then what I've seen elsewhere. Those two factors are what had me coming back to buy from them a second time. The staff is knowledgeable and always willing to help their customers yet, i haven't felt pushed into buying anything. Like the first comment mentioned, I also didn't take names as to who assisted me, but both times there was a tall, slim caucasian guy with his hair combed to the side that at one point helped me, be it at trying shoes or ringing me up. That guy knows how to treat customers, kudos. There were two others that also helped me on both times i was there purchasing shoes. My apologies to the two for not giving them proper credit. One drawback I have that's not exactly directed to this particular store, but to the website that pertains to these stores, I have found information to not be accurate. I first noticed this when I was looking at their Polo Faxon tennis shoes on the website. I was looking through the selection of colors and settled with the black and whites. Out of curiosity I clicked on store availability and picked my shoe size.The result came back that they were not in stock. I entered one-half size bigger and it also came back as not available. Well I was going to be in the area and decided to stop and try the shoes (any color) just for fitting purposes, then order the shoes online. It turned out they had both sizes in stock. I bought the shoes and a pair of shoe laces that turned out to be too large. I went back to exchange them and they didnt have the smaller size. They checked the website and it wasnt available in the other nearby stores. When the (caucasian guy) salesperson called the valley store, it turned out they did have them in stock despite what the website said. All in all, don't trust their website for store availability. Call them or stop by if you're in the area. Apart from that, I'm a fan and will definitely be coming back for my next pair of tennis shoes. read more