Nike Factory Store - Gilroy — Attraction in Gilroy

We haven't had any previous issues but our last visit to the store was terrible! We had a pair of shoes that needed to be exchanged for a different type and we didn't have the receipt.

We asked one of the Nike reps if we could return them, also asking if they could look our receipt up with the card it was purchased on, she said yes. We went up to the front to do the return/exchange. First the woman we deal with scolds the other employee for telling us the wrong information in front of us, then she proceeds to look up the "current value" of the shoes and gives us a rude look. At that point she tells us that they're worth $24.99 (we paid $44.99), that obviously sounds ridiculous since we only bought them a few weeks ago. She then tells us that if we can find those exact shoes for a higher price we will get that price.

We set out to hunt for the shoes asking for help in finding them and explaining our situation to an employee on the floor. They seem confused about what the woman up front told us, but help us anyway. So we go back up to the front after finding the shoes for (surprise!) the same exact price we purchased them for. The woman we dealt with the first time wasn't up front so we talk to someone else, this woman seemed confused about what the other woman told us as well stating that she can only give us the price that's "in the computer" not really even giving us a reason.

Their return policy states that you can return an item without the receipt but you will receive the current selling price as the value of the item, which we explain to her and she gets what seems to be a manager involved saying sarcastically, "well, it's up to him." So again we explain out situation and read the return policy verbatim, he reiterates that this is a return without a receipt like we're stupid and we explain again that that is the return policy for items without a receipt. He actually comes around the counter to read the return policy off of the placard they have on the counters. He mumbles to the woman we spoke with before that they need to have a meeting about that or something and finally he says they will do the return. No, "I'm sorry for the trouble." or anything.

It's pretty terrible when the customer understands the return policy better than all of the employees working there. They all acted as though we found some magical loophole or something and were extremely unfriendly and unhelpful. We've boughten things from there before and bought more items this time so it's not like we took our money and ran. Both I and my girlfriend are in customer service and I also used to work in retail. These people are terrible. Apparently being knowledgable about their own policies isn't part of the training. The "manager" didn't even give us any information beyond that he would do it either, not a "well this won't be a problem, but the policy has changed." or anything of the sort.

Make sure that you always have your receipt if you need to return or exchange anything...

I was in a bad mood entering the store and didn't even want to but Nike anything. More of an Adidas guy since I was little. Well, the moment I met Christian that all changed in a blink of an eye. First off he was very welcoming and wanted to help. On top of him just kind of doing "his job" he was hilarious and knowledgeable about the products, also vey honest about his opinions. After about 5 minutes of being in the store I was having a good time and looking forward to buying my first pair of Nikes. My girlfriend dragged me in and I'm grateful she did. We went kond of late and didn't realize they wee closing/closed until we saw the dressing room light turned off. Jojo was alo very helpful and had a great attitude even as we were there after they were closing and still kind of shopping. We finally get in line and my girl asked where are your pants? I was like oh I was supposed to get pants too? So I rush around looking for some, when another gentleman came uo and asked if he could help. I found what I thought i was looking for, until he asked if I wanted those or the thicker ones (sweat pants). I was like oh yeah I want those, so he was like they are over here and helped me grab them and then grabbed the ones I already had and put them back for me. I said thank you then hustled to the checkout. That's where we met Angelino who was also awesome and helpful and even help us save 15% more on top of the already discounted items by helping us sign up for the free membership. And you would think wow thats a rare day but no, I had to go back after trying on the pants at home they were to small, so I had to go back to exchange the pants. I didn't get these guys names but they were super helpful and awesome people as well. The one on the register was training still or at least newer to where he didn't know all the ends and outs, the gentleman helping him, showed and explained how to do the return and even went back to get the size I needed while I just waited. The made the exchange very painless and with a smile on their face. They didn't question me why I didn't try them on when I bought them. They just saw everything intact and in New condition still and made it as painless as possible. I really have to hand it to whoever hires and manages this store because everyone of the employees were amazing people and now I'm gonna have to start buying more Nike stuff,🙄 lol jk. Im happy that I was dragged in there now and grateful for...

I was followed around like I was up to something... yet no one asked if I needed help. THEN when I went into the fitting room (and had a thorough shake down of my clothes) I refused to try things on because of the NAAAASSSSSTY FLOORS!!!! It was sooo gross and when I asked the girl (who looked bored) for another room, “oh, yeah, they all look like that I guess” she says while barely moving!! I came in to spend a considerable amount as I needed a few pairs of new pants, but instead, I grabbed my husband to get out of there!!! I went straight to UnderArmour and gave them my money instead I have been in retail and retail management for over 17 years and I’ve never been so irritated that I REFUSE TO STEP FOOT IN THIS...