One poorly managed store can damage the reputation of the entire brand. Customers don't separate…read moreone location from another they associate their experience with Alo as a whole. Experiences like this create doubt and make loyal customers reconsider where they spend their money.
I am a long-time, loyal Alo customer, which is why this experience at the Aventura location is so disappointing.
I've shopped at other Alo stores like Merrick Park and the Design District, and the customer service there is excellent and aligns with the brand's premium image. Unfortunately, the Aventura location does not meet that standard at all.
I originally purchased the red Accolade set online, but sizing varies across colors. I own multiple sets in medium and large that fit similarly, so I ordered a large in red but it arrived extremely oversized. When I went to exchange it, I was told the red collection had already been sent back on March 12, so I couldn't exchange for the same item.
I then exchanged for the Airbrush Sparks Fly Corset Onesie (size small), assuming it would fit like other Alo onesies I own. It did not--the chest area runs much smaller--so I had to return it.
I had used a $25 Alo coupon on my original purchase, and that credit carried over to my new purchase. When I came to the Aventura location to exchange the onesie for the Serenity Oatmeal set, I simply asked if the $25 could be applied so I wouldn't lose the benefit. My purchase was going to be over $500 (set, socks, hat), so this was a reasonable request.
Instead, I received extremely poor customer service from both the manager, Alondra, and the general manager, Kenny.
Alondra was dismissive, passive-aggressive, and spoke in a condescending tone. She made false claims about my account, stating I had multiple returns and referencing issues with lost packages none of which is true. I had just made that purchase in-store at Merrick Park with no issues, so this information was inaccurate and concerning.
When I asked to speak with the general manager, Kenny, the situation did not improve. He displayed the same attitude and made no effort to resolve the issue or even acknowledge the misinformation stated by the first manager .There was no professionalism, no accountability, and no attempt to provide a solution.
Because of how I was treated, I chose not to complete my $500+ purchase and left the store. That sale was lost entirely due to management's behavior.
After this experience, I reviewed other feedback for this location and saw similar complaints about poor customer service. This appears to be a pattern.
For a brand that sells $100+ clothing and markets itself as premium, the customer experience at this location does not match the brand at all. Customers should not be spoken down to, dismissed, or misrepresented when spending their money.
I will not return to the Aventura location, and this experience has made me seriously reconsider supporting the Alo brand moving forward.
