Mark's — Attraction in City of Langley

Had a poor experience shopping here. I called in the morning to ask about availability of a work boot I needed for the next day, I was put on hold by a woman very quickly and was on hold for almost 20 minutes before I gave up and hung up. I ended up ordering the boots online for same day in store pickup, since the website said there was only one left in my size and I didn't want to risk it being sold out by that evening. I went there around 7PM to pick up the boots, as I got a confirmation email earlier that they were ready to pickup. The email also said to bring my ID to process the pickup and that it had to match the name on the online order. When I got there, a young woman checked my order number and looked behind the front desk for my order. She couldn't find it and I saw her speak to another worker before telling me I had to wait for them to complete the order. I was a bit annoyed but went to browse the clothing section right next to the front desk and made sure I stayed in sight of the employees. The young woman came over to me again and asked to see my confirmation email again, which I showed her, and then she went back to the front desk to talk to the other employee. I waited for another 10 minutes before coming back up to the front desk to ask if they knew how much longer it would take to fill the order. The same woman said to me "Oh, I was waiting for you to come back, your order is ready". Again, I found that annoying as they could have flagged me down at any point to tell me that my order was ready. At this point she puts the package on the counter, and I ask if she needs to see my ID to confirm it matched the online order, in which she says no. She also told me that the reason she couldn't find the order initially was because was because it was in the online pickup lockers that they have in the store, which I was unaware about. I said thank you and left, but was extremely frustrated by the whole experience. I don't know if they have employees that attend or watch the pickup lockers or not, but it made me very uneasy to know that some random person could have picked up the boots I paid over $300 for, whether by just walking in and taking them from the locker or by somehow getting my order number, since they never checked my ID. The box the boots came was also barely intact, with multiple dents and tears in the cardboard. The boots themselves weren't damaged at least. TLDR: I was immediately put on and forgotten about on hold when I called them, then made an online order to pickup on the same day, they couldn't find my order when I got there to pick it up and then didn't try to get my attention to tell me when it was ready. They also didn't ask for ID to confirm my identity for an expensive order when my online receipt said it...

I never leave reviews but my experience here was extremely disappointing. The customer service here needs serious work. I asked for a different size of pants in the fitting room and the employee said that they didn't have the size I needed. When I asked for a different pair of pants I double checked the online inventory and it showed as 4 available at this location. The employee checked and said that it was not available and sometimes the website shows incorrectly. While I understand that inventory may be off (from previously working in retail) I thought that it was odd. From there, she suggested that I do an in store order for that size. I went to the front counter and asked to confirm this online order and a different employee put the order through. After he did, I asked if it was possible to confirm the email as I felt that it may have been inputed incorrectly he said "there is no way of checking" with an attitude. Thankfully my email was correct as I did receive an order confirmation. I then went home thinking that my order would take 3-5 business days to arrive. Within 15 minutes of leaving the store, I received a confirmation email of my order being ready at the store. I thought it was an error so I called the store and the same employee that helped me put through my order picked up. I explained the situation and asked if he could double check. He reacted extremely sassy. I then went to pick up my order and just wanted to better understand the situation as to how this all happened. I asked very nicely and calmly. A different employee at the front counter got very defensive explained that the initial employee that was helping with sizes didn't actually check the back of the store. The situation was annoying but I wanted to get over the situation so I asked if I could just pick up my package. The lady that was helping me then became extremely annoyed at me when asking for my ID and order number. That honestly made me more annoyed at the situation. I would understand if I was rude speaking to the employees but all I did was ask questions to understand what happened. I normally have empathy towards retail workers as I previously was one. However being rude to customers from the get go when they are being nice to you I cannot wrap my head around. The employees need to be retrained with...

Monday Jan 9th 2023, My partner and I had decided to go get him new steel toes as his last pair were getting to be unbearable and time to part with. We went to White Rock location because it said they were open until 9 on Google, but when we got there it was closed at 8...to which we called Langley location, they confirmed they were open until 9pm, and we said we were on our way there and thanked them.... I was driving, trying to make it there with just over half hours time, I then turned to my partner and said it would be wise to call back and make sure they have your size before we get there, so he called again, letting them know we just called and wanted to make sure they had his size before we got there, they checked and said yes, then we let them know we were still on our way and hung up.We got stuck behind a train but still made it to langley location with about 6-7 mins to spare before closing, but when we pulled up the doors were locked (BEFORE 9PM!) . We knocked as we saw staff and one came to the door saying there tills were already closed... we tried to beg that we just need the pair of boots we called for and then he said he'd talk to the manager meanwhile it is still not 9pm yet... we see them gather and talk while staring at us looking at their phones, and then they proceed to come to the door to let us know there is nothing they can do.... I am extremely disappointed with this experience, it was our first time there...I've worked retail before and respectfully understand that if we close at 9pm, then doors aren't locked, tills aren't closed until AFTER 9PM, 8:59 at most, and the lack of sympathy sucked! We rushed all the way from White rock letting them know, not once, but twice that we...