Im extremely disappointment and frustration regarding our recent experience during the Jordan 11 Gamma release. What should have been an exciting and rewarding experience for loyal customers turned into something that felt dishonest, disrespectful, and completely unfair.
We arrived at the store at 2:00 AM and stood in the cold for hours, doing exactly what we were supposed to do -- waiting patiently in line and respecting the process. We were the second group of 5 at a time allowed to enter the store, and because of that, we believed our chances were fair.
Unfortunately, what we witnessed was shocking.
Your employees and management allowed friends and acquaintances to bypass the line, enter the store, grab shoes, and leave without waiting like everyone else. When it was finally our turn to purchase, we were told that the sizes we requested were already sold out.
What made the situation even more disturbing was an incident involving a woman who had just arrived, aggressively banging on the door. Security attempted to stop her, but she claimed she "knew the manager" and had shoes being held for her. She and a friend were allowed inside and proceeded to purchase at least four pairs of Jordan 11 Gammas each, in multiple sizes, right in front of customers who had been waiting all night.
To stand in the cold for hours, be among the first customers, and then be told there are no shoes -- while watching others walk in and buy multiple pairs -- felt like a slap in the face. It was humiliating and incredibly disrespectful.
We are frequent Shoe Palace customers, and this experience has genuinely made us question whether we want to continue supporting a company that allows this type of behavior. Many people in that line were upset and disappointed, and rightfully so.
If management and staff intended to operate this way, it should have been done before the store opened, not openly and blatantly in front of loyal customers who followed the rules. What happened was unethical, unprofessional, and damaging to your brand.
I sincerely hope corporate leadership takes this complaint seriously and investigates the actions of the staff and management at this location. Customers deserve fairness, transparency, and respect -- especially those who show loyalty and dedication.
You also had people in line holding a place for themself and bringing 6 others right before store opened and random people walking around the parking lot up to no good.
Security guard James was great but you probably should have had more security with such a big shoe release.
We really expected better from Shoe Palace. For future drops like this past weekend do not come to this store you will miss out on the shoe drop. read more
