The customer service at this location is terrible. I came in to this store knowing exactly what I wanted and figured it would be a simple in and out. I went in looking for a pair of mids in black. Vans has a pretty classic shoe type, and though the high tops and low tops are more popular, there is a basic expectation of what their classic style looks like, black shoe with a white stripe and white laces. I went in and asked to see their mids in black, but they said they don't carry the black mids in store, so I asked to try them on in another color (they carry seasonal colors in the store) so I could confirm the size and then order the black ones online. As I tried on a green pair, the lady helping me took out an iPad and set up the online purchase for me. After I confirmed my size she handed me the iPad and asked me to put in my information. When I was handed the screen, the only picture of the shoes was a small box next to the detailed information and I saw they were black mids and didn't think twice about it. She finalized the purchase and told me they'd arrive in 2 days.
So a couple days later they arrived, but they came with black laces. I went to the store the next day and told the cashier that the shoes had arrived with the wrong colored laces, he was very nice and accommodating and agreed to rectify the issue for me. He went to the back, but when he returned the manager came with him without any laces. Turns out the woman who originally helped me was actually the manager. She came out and said that the shoes actually only come with black laces and that they wouldn't replace them. I pointed out to her that every black shoe in the store has white laces and she responded that for whatever reason Vans only does that for the new version of the mids. I asked her if she would understand why I'd be under the impression they'd be white laces, and she said yes. Then I pointed out that she pulled up the order and never showed me an enlarged picture of the shoes so that I could tell the laces were black, and that even though she knew I would have this white laced expectation she didn't think to mention when she pulled up the shoes online that the laces wouldn't be the normal color. She simply replied that's the way Vans does the shoe and there was nothing she could do. I was pissed, and almost returned the shoes out of spite at this point, but I wasn't in the mood to deal with this and just bought a pair of white laces for 4$. She clearly knew this would happen and just wanted to up-sell me the white laces. She easily could have just replaced the laces free of charge and apologized for the misunderstanding, but chose not to because that was her intent from the beginning.
They are shady, they are just trying to hit sale quotas and don't care about whether or not you get what you want and are happy with your purchase. If you really want the shoes, I'd recommend going to a different store/retailer that carries them or just finding them online. A trip to this store is a waste of your time and money, and they may try and pull a fast one on you if the opportunity to do so presents itself. read more
