BIRKENSTOCK Venice Beach — Attraction in Los Angeles

I recently purchased (two days ago) a pair of Birkenstock brown shoes from your store, and unfortunately, I had a rather frustrating experience with your customer service representative. The color of the shoes came off far too easily, particularly when I attempted to gently wipe off some food residue from the leather. To my dismay, the entire brown color was removed, leaving the shoes looking worn and damaged.

Despite this issue, I returned to your store the following day, not even requesting a replacement outright. However, the interaction with your customer service representative was less than satisfactory. Initially greeted with a nonchalant "welcome back, did you decide to buy?" attitude, the tone quickly changed once it was revealed that the shoes needed replacement. The representative's demeanor turned cold and dismissive.

Feeling frustrated by the lack of empathy and assistance, I offered to keep the damaged shoes in the store, despite knowing that they could likely be easily repaired. She said okay okay.. And took it without offering a replacement or refund!

This experience has left me disappointed with the level of customer service provided by your store.

I hope future interactions with your customers are handled with greater care and...

Extremely rude sales representative and manager. After spending nearly $1k on 3 pairs of shoes. I bought two size 11 shoes for my boyfriend. One of the shoes was much larger than the other even though they were both the same size. He has several other Birkenstocks size 11 and they all fit properly

I brought the shoes back to share about the defect, and exchange for one size down, even thought it’s not his normal size and the manager said bc I don’t have the box they can’t resell them so they won’t accept it. These shoes were $470 before tax. It is a wild policy to mandate a box for shoes to be returned or exchanged. The manager was unhelpful, unsympathetic and to make matters more frustrating the other sales representative was outwardly laughing at the dialogue between us. It was entirely unprofessional. I love the shoe but their policy is outdated and inflexible and causes me to look elsewhere. If she had taken a moment to see my customer profile she knows I’ve spend thousands a year and I’d hope there would be a level of consideration for not having a box… really bummed and Would not...

Disappointed as I love Birkenstock. I placed a mobile order that was never fulfilled, so I went into the store to see what was going on. The staff was dismissive and standoffish, then stated they never received my order and looked at me like I was crazy. I needed the shoes as a gift so I proceeded to buy them as a separate transaction. I asked how to get the previous payment cancelled on my card and they told me they can't do anything and to call customer service. Customer service says no worries if you don't pick it up then it will be cancelled in 48 hours. I get an email days later it's ready to pick up, but I dismiss it because it will just be cancelled. Then two weeks later I get an email that I picked up the mobile order (doesn't it get cancelled in 48 hours?) and I was charged on my card for shoes I never got. I tried customer service for help but they told me to call the store and the store tells me to call customer service. Paid for a pair of shoes I never got, was treated poorly by staff, and dismissed by customer...