Rockmount Ranch Wear Mfg Co — Attraction in Denver

Last weekend I visited Denver for the first time. I lost my boyfriend last year; traveling alone is emotionally difficult but I was doing well until this incident. I entered the RR store with my sunglasses in my hand and was looking through the shirts. A sales associate encouraged me to put them down on her counter so I could shop comfortably. I hesitated because they were expensive and I need them for post eye surgery driving and hiking, both of which I had planned for later that day. She assured me it was safe. I placed my glasses where she indicated and proceeded to look around the store, spending a good amount of time trying to decide between two shirts and ultimately purchasing both. When I returned to retrieve my sunglasses, they were gone. I was devastated. To be fair, the associate was mortified and extremely apologetic. Another offered me her own sunglasses, which of course I declined. She offered to walk me to a nearby optical store to find a replacement, comforting me the whole way there. Unfortunately, that store was closed. We returned to RR and I was so overwhelmed, I sat on the floor, trying not to cry and ultimately failing. I didn’t know whether I should try to call the police to file a report, whether they’d respond to such a call (in NYC they wouldn’t). I had no idea what to do. I flew home the next day. I called the store to speak with a manager and was callously dismissed and condescended to. I was told that the store isn’t responsible when customers “lose” things (I didn’t lose anything, my property was stolen). I was told it had been my choice to leave them on the counter (I chose to only after the associate repeatedly said it was safe). When I tearfully explained that I had been sitting on the floor wondering what to do and whether I should call the police, this man actually LAUGHED. I asked for his superior and was told that his family has owned the store for three generations, and “if you think anyone’s higher than me…” Frankly I couldn’t care less how long that shop existed, if this is how they treat a distressed customer it tells me all I need to know. He said he didn’t know what I expected, it sounded like I was asking him to replace them, which simply wasn’t reasonable. He offered to take my contact information in case they turned up. Turned up? Um, that’s not how stealing works. If you care about a person’s experience, you can ALWAYS do something. Replacing stolen property IS actually an option. It costs the business of course, but it shows empathy and compassion and goes a long way for the reputation of a store’s care for its patrons. Listening without interrupting, condescending, or laughing is also an option.. that one is free. Refraining from encouraging customers to leave their belongings unattended unless you can personally guarantee safety is another. I must add that the staff genuinely supported me when I was in distress. I DO NOT blame the person who told me to leave my sunglasses on the counter – it was NOT her fault (it also wasn’t mine, though, as the manager implied). She and her co-worker handled the situation professionally. To potential customers: I bought two shirts. The craftsmanship is exceptional on both, and in fact on every shirt I touched in the store. I know what I’m talking about because I sew and know poor fabric and stitching when I see it. I was in there a while and examined a few dozen. I am 5’8”, size 2/4, 32dd cup, both shirts are size Small. Wrist openings are narrow but worked for me. They are on the expensive side, but worth it if you can swing it. Given the quality I expect them to last. Considering how often you have to discard cheaper poor quality shirts, these are a better long-term choice. They have a sale section where many items are substantially reduced in price, if you have the discipline/restraint (I didn’t!) If you buy online you can use my measurement for scale. Going in person is best, just DON’T put anything of value down. If you have any issues which require customer service, I hope you are heard with attention...

I'll start off by saying that all our instore experience here was great, we were down visiting colorado and denver area from Canada and ended up stopping in and shopping 3-4 times during our stay. During one of our times we were shopping for a belt for my father in law and they didn't have his size on the rack so their employee went into the back and found the correct size for us, and then procedeed to say i'll take this up front for you and hang on to it, as we were still shopping and got a matching belt buckle. The employee ended up packing the wrong size belt in our bag which we didn't realize until we got home to Canada and gave the belt to my father in law. We reached out to them and told them in detail the issue (not a big deal it happens and we had lots of belts out) we notified them from the first email we were from Canada, we were assure that their shipping manager would be in contact that day. 2 weeks later we still hadn't heard from them so i followed up again and now they will exchange it but we must pay shipping both ways. I offered to pay for half of the shipping as a compromise but was told that management said no. Shipping one way is the cost of the belt, so safe to say we now have a useless belt. It is unfortunate as we loved the store but them insisting we pay for their employees mistake just doesn't sit right with us, and we offered to pay for half. Like i mentioned to them it would be completely different if we grabbed the wrong size but they went to the back, grabbed the belt showed us the correct size and then said they would take it up front and hold on to it for us while we continued shopping, and then had it in our bag. So great store employees were nice but if you ever need any customer service after your purchase I would be very wary about doing business here.

To the owners response, we first reached out Jan 27th. We reached out 7 + times, and talked with Andrew via email multiple times as we awaited your shipping manager to get back to us who never did. Andrew is fantastic by the way he mentioned he was on our side but management said no. So I'm not sure how else you would like us to reach out? If you would like I can send you the email chain that has been going for 2 +weeks. We recognize you are a small local business and offered to split the shipping cost 50/50 with you to solve the matter. We are in no way leaving cyber criticism we merely were asked for our experience in your store and we're honest. We went out of our way to offer to pay for half the shipping to fix your employees error and we get this email from yourself saying we should of reached out first( we clearly did) you aren't robots (that's why we shopped there) we always try to support local shops, and we did not leave a nasty review just the honest truth about our experience with your store and the solution...

Today my husband and I had the most AMAZING experience/customer service at Rockmount Ranch Wear. We are in Denver because our baby boy was born prematurely, at 28 weeks gestational age and will be at the RMCH NICU for a long while before we can bring him home. He was born only 8 days ago and after eating lunch my husband and I decided to take a small trip into the city (while we very surprisingly had a little extra time) and visit the famous Rockmount Ranch Wear since my cowboy husband has been dying to see it in person. We knew that we can’t currently afford to purchase anything because of the financial burden of having a NICU baby and being 7 hours away from our hometown but nonetheless we want to at least lay eyes on the beautiful clothes. Right upon entering we were greeted by an absolute angel, Kristie, who works there on the weekends. She saw our “NICU parents” badge, used for entering the NICU during care times, and that spurred a conversation about how she too 24 years ago was a NICU Mama. She was sweeter than sugar and instantly made our experience pleasant but she blew us out of the water when she then gifted us two onesies from her private clothing line, a bag, and her personal number on a post it in case we needed anything. She also offered to make personalized preemie onesies for all the NICU Mamas at RMCH, as well as our baby boy. We thought that we were beyond blessed for that but she continued to amaze us. My husband went to purchase me a $28 dollar hat (I left mine at home) because he sayed I deserved a little treat. Not only did Kristie pay for my hat but she convinced my reluctant husband to pick something out for himself that she would also purchase. We left with a bunch of goodies and not a dime spent, but a heart full of gratitude and joy. She just picked us up in a time we’re my husband and I are experience tremendous difficulties, she made staying positive and joyful for our new baby seem like an easy task. God bless her and the whole staff for their WONDERFUL customer service. You MUST go see their collection. It’s much better than you imagine. And please, if you happen to see Kristie give her a big hug for me. My husband and I are still in a daze about what happened and will forever remember this as the hands down best customer service interaction of...