Where do I even start with this ?... LONG READ AHEAD: TLDR: manager is condescending and belittles me because I didn't like my pet portrait from Marc Jacob's, and asks for my astrology sign to justify her claim that I am a "perfectionist" Worst customer service experience I have ever had. The manager of this soho branch is just awful. Came here to get a pet portrait, was working with a sales associate Paulina who was very very nice. She was patient and kind and let me free roam without hovering. She let me try different bags and when I had finally decided on the bag I wanted, I asked her if I could make an appointment to come in and get a pet portrait and buy the bag that day. Paulina said yes not a problem, and helped me make a reservation for the appointment. I thought to myself, "great, that was nice & easy & ill come back on the day of the appointment,"then comes the manager Nafeesa. She says to me in a condescending tone "you're going to come back day of and purchase the bag?" I reply "yes" she then proceeds to give me attitude, looking left and right and goes "okayyyyyy" in a condescending manner. I am initially surprised by this interaction and asked her "is there a problem?" She then goes on this whole 5 minute rant about how if I purchase the purse now I won't need to come in 10-15 minutes earlier for the appointment and if I miss my time slot there's nothing she can do to help & how others have missed their time slot and she has to deal with telling them the bad news and not Paulina, (essentially saying Paulina always does this cause she doesn't get the grunt work) and if I purchase the bag now I won't need to be present for the drawing of the picture, etc. etc. I chalk up this interaction to her having grievances from past customers giving her problems, so to appease everyone I purchase the bag and tell them ok I won't come to the appointment, and I'll send Paulina the picture of my pup. Just leaving that first interaction me and my friends felt like the manager was 1) belittling her employee in front of customers 2) being condescending to customers 3) ranting about customers to customers ?? But whatever we continue our day of shopping in soho and things seem fine, I email Paulina, appointment handled, then comes the picture of my dog. Yes it's a cute drawing but from my initial thought I did not like it, cause it didn't look like my dog. Then it just gets worse... I go in a couple days later to pick up the bag. I tell nafeesa, who is at the store, about my issues with the bag & the portrait. Being very nice I tell her "unfortunately I don't like this image drawn because I don't think it looks like the picture I provided" she proceeds to tell me "OMGG, no one has ever not liked it, this is the first issue I've ever run into" and asks me what's wrong with the picture. I tell her my initial issues with the image and she responds by asking me what my astrological sign was. I was taken aback and frankly appalled, how could a manager of a big brand store in the middle of soho, lack this much tact. Obviously feeling defensive I say my sign & ask her why she asked- she then doubles down and tells me it's because she thinks I'm a perfectionist and that this is an artist drawing a picture not a copy machine. At this point, I am simply left in awe. I got defensive and told her that If I paid close to $4-500 for a bag and the sole purpose was to get a pet portrait, & I'm not happy with it I'm going to express it, she gives me a smirk and tells me verbatim "honey a lot of people spend money in here." I am just so shocked at how insensitive and rude the MANAGER of this store is. In the end I had to self regulate, keep calm and get the bag fixed. So I expressed my concerns, wrote it on a piece of paper like she asked, she had me then read these notes to another sales associate so we can "all be on the same page" and they shipped over the bag with the new drawing which was much better. But that's not to say all is resolved, I left with a very bitter taste in my mouth for the whole Marc Jacob's brand and will 1000% not be coming back. I cannot support a brand that lets MANAGERS belittle their customers. If i express nicely it's not to my liking, I don't expect the MANAGER of the store to gaslight me and make me feel bad for voicing my opinion. read more

See all

This is the most incompetent company I've ever dealt with. I ordered an overpriced tote bag and paid extra for two-day delivery. It didn't show up, so I went online, and they sent me a message, "it's on the way," and the message showed the order had just been placed 10 minutes after my complaint email. Now I'm on the phone with a lot of people who don't speak English. They are telling me that it will be here in five days!!! But I paid for TWO-day shipping. ARGGGGGGGGGGGGGGGGGGGGGGGG! So much for "luxury brands." After 15 minutes and offering to pay for FedEx the "customer service" person said, "There is nothing I can do." Yes, we said two day shipping BUT that's after we get the order processed which can take a few days???? Yes, we can refund your "Expedited shipping fee" and "Yes, I can return the product after it arrives." But he didn't know how I could return it for a refund. This is your "Luxury Brand" read more

I was shopping here on Sunday. I was thinking of purchasing a new bag but store worker (male) told me "WE'RE CLOSED!" oh really? Instead of asking us; if I need something nicely.... they kicking us out, "CLOSED" poor poor services. read more

See all

This location needs a little more credit. I stopped in after being mislead by google on the Madison location, they are closed! Newly renovated and this location is hawt, the new layout is definitely giving soho now. Staff was welcoming and friendly, I didn't catch the name of the staff that assisted me but the interaction was great. I came in looking for a gift for my niece's 16th birthday and boy was it a hit. Like my baby girl said, I did my thang on this one. Being the only store in the city, it's in a perfect location for a little shopping spree. read more

See all

Marc Jacobs Soho is a MUST-SEE stop while visiting NYC. This store is amazing. EVERYONE in the store was super friendly and helpful. Angel was the Sales Representative who assisted me. SHE WAS AWESOME. Angel is truly a brand ambassador. Give this lady a raise. LOL.. She has a wonderful personality. A natural-born marketer. Angel sold me an experience that I really appreciated. I just came from Fashionphile, and the experience was very dull. None of the salespeople were eager to sell anything. The folks at Marc Jacobs were the complete opposite. Angel sold me (2) limited edition tote bags that I didn't know I needed. I LOVE THEM. She styled the bag with very cute matching accessories and an extra Marc Jacobs strap. I honestly would not have even looked at those items had Angel not shown them to me. She listened to what I liked. THE GIRL COOKED. I walked away extremely happy. I called and spoke with the store manager Marylee who was also very helpful and friendly. THIS STORE ROCKS. They have an amazing team of people at this store. read more

DON'T BOTHER BUYING HERE. This retailer is a joke and extremely ungenerous. They charge restocking fees for an even exchange due to size swaps, they charge $14.99 for shipping both ways, and refuse to refund to the method of payment. They only offer store credit that must be used in 6 months. It just wasn't worth returning shoes for a size exchange. The shipping costs alone would cost me $45. If you also minus the restocking fee, it is not worth the hassle. It is a joke their motto is "Our #1 priority is you our customers." So much BULL CRAP. SO UNGENEROUS AND SUCH A HASSLE. DO NOT BOTHER. read more

Eli who claimed to be the supervisor was no help in getting me help . march Jacob bad policy of exchange for equal or greater value makes no sense if they don't have what you actually need . Bought my wife a bag- first mistake was getting it here decorum was closing the wrong color which no stores had except King of Prussia mall 100 miles out side of the city. Even though the first line of the policy states return within 30 days ELI RUDELY STATED well that's what I was told when I was hired. I could have or should have bought my bag from Nordstrom or Bloomingdale's who obviously know how to help and take care of customers. Sad that they have this representation of the brand working at the store. Maybe the trick is just stay away from the brand as a whole read more

I shopped here on Tuesday 5/21 and although it's now Friday, I feel compelled to leave a review. I truly had a wonderful shopping experience here! (Special shout out to Koi !!!) for assisting me in picking out the perfect bag that suits me well! Overall, I was very pleased by every employees energy and willingness to help from the moment I walked in the door. Thank you all for being YOU and making my day! read more

Would give 0 stars if it were possible. Came in to inquire about buying each of my daughters a leather tote for this Christmas, and inquired to the 'so-called' assistant manager, Marielle. I tried asking several questions as politely as possible as her eyes stayed glued to her phone texting someone which appeared to be an angry interaction. After each question she sighed in annoyance giving me one word answers (obviously uncomfortable, I began to just look around the store because she clearly did not want to be of service). I came politely asking to calculate the price of 6 different leather totes in a variety of different colors in which she directed me to "use the calculator on your iphone then add 'XYZ' amount for the tax. The store was completely empty and i'm also not a mathematician. Then overheard her saying to a female associate (who was very polite and nice) "If he's cheap he should go find a stolen one on canal street. RUDE, DISCRIMINATIVE, and a STEREOTYPE! My wife and kids are asian and I found offense to those hateful words!!! I politely and quietly left the store. So sad to see this type of attitude during what's meant to be the most magical time of year, i've worked with high-profile people close to the designer himself and have been shopping for these products for over two decades. Never again, and I spread the word everywhere. I pray that it was maybe a bad moment, but still so very unacceptable. My family, friends, and I will never spend money on a racist, crude organization ever again! :( Can't believe it! read more

I purchased the soft shot 17 bag in black and I love it! It will be my everyday bag. Excellent customer service and will definitely go back to this location. read more

Marc Jacobs - Accessories Near Me - New York, New York

I would like to start by saying that as a person who shops a lot of luxury brands I had the best shopping experience in this store. max was super helpful and very friendLu. I will absolutely be back. read more

Really friendly staff. Love it over there. They kept offering us water because it's really hot. Really caring and amazing staff!! Definitely my favorite Marc Jacobs store. read more