This was my first Vuori experience- and let me tell you, I wish I could give 0 stars. That is how awful my experience was.
My friends gifted me my first set of Vuori sweats and sweatshirt for my birthday, but unfortunately, they were too small and I needed to exchange them for a different size. I do not live local and drove an hour to La Jolla with my 3 year old to exchange these items. From the minute I walked in, the customer service was underwhelming. I grabbed the sizes I needed, along with other items to try on. One customer service rep asked if I needed a room, I said yes please, and she took my things. When I was ready to go try on, the customer service rep in the back had no idea where my stuff was- instead of asking her other rep for help or doing anything try try and find my items, she just looked in the rooms and said, "oh I don't see anything, sorry". I waited to see if she was going to go ask her other rep, but instead she just stood there. So I walked to the front to try and find the other girl who was helping me- come to find out she had put my products behind the counter instead of the dressing room. When I went back to try stuff on, I was counting and holding up how many items I had to try- usually retail stores ask you how many items you have to try on. When I did this, the rep said "oh I don't care how many items you have, just don't steal anything, thats all I care about". This took me so off guard, I didn't even know how to respond. I just laughed. It made me feel very uncomfortable.
When I went to check out- with not only my exchange, but other items as well. I was told they could not exchange my items unless I had a gift receipt- which I was not given with the gift, or I would need my friend who had bought me the gift, entire life profile. I did not have a gift receipt and for some reason my friends purchase was not in the system- although all her information was. They were interrogating me on who purchased it, what her name was, email, phone number, birthday. I was so confused because I have never experienced this before at a store and my exchange was clearly brand new, with tags from Vuori- what else did I need? I was not trying to return anything, I was trying to exchange my items for a larger size and I was even trying to give them more money. I asked if there was anything they could do for me since I did not live local and the clothing did not fit me. They told me No. They could not do anything. So to me that meant "Your friend will have to come back in and figure it out and then you will have to come back in and exchange for what you want and waste another 3 hours of my day trying to exchange 2 items." I understand all stores have their own policies on exchanges and returns and can respect that, but I know for a fact that this is not the standard for this company across the board. The lack of customer service or figuring out any way to help the situation was shocking. The rep was very non communicative and downright rude.
I pride myself on being a kind, honest, and positive person and I thought Vuori matched those values as a company. Needless to say, I will never spend money at this company again. LuluLemon has a customer for life after that experience. read more