Patagonia — Attraction in Palo Alto

I'm never disappointed by the quality and visual aesthetics of the clothes and gear. The customer service is always excellent at my store in Palo Alto. Some very nice people work there and they do whatever it takes to address a customer's needs. And take my word for it, I'm sometimes a challenging and, some might say, a difficult customer. I demand the highest level of performance from these goods because I actually use them in the wild. I am constantly product testing, and if stuff doesn't live up to the hype, I'll take it back.

Here's an example, I wore a Marino wool blended base layer that was supposed to be oder resistant. I initially wore it for a week straight, and by golly my wife didn't divorce me! No but seriously, ... I did wear on it a multi-week kayak trip. In the end it did kinda fail. The the material at the elbows started to come apart, then I ripped it putting in on. It had gotten fragile. Patagonia replaced it no problem (after 9 months...

UPDATE: This location is consistently wonderful — I’ve come back multiple times for shopping and returns, and the folks here somehow always manage to make everything comfortable, easy, straightforward, and fun! I’d specifically love to shout-out Carolina, who helped me with a return made in somewhat complicated circumstances. Carolina was so efficient yet friendly at the same time (even though there was a long line that day!). Thanks for being so kind and communicative, Carolina! You really make this store shine!

— previous: Their customer service is great. Jordan helped me order a relatively niche item that I couldn’t find online. Jordan and the other staff were very kind, friendly, knowledgeable, and efficient. Online shopping may be convenient, but in the future I’ll likely end up shopping in-person at the store just because the folks working there are so lovely and helpful. Thanks Jordan and co....

Irritating, condescending, rude staff. I had two questions: 1.What is the process for repairing a torn strap on my 2yr old Patagonia black hold backpack? The answer was a mix of well don't count on anything but 2-4 months process, you might as well send it direct vs dropping it at this store and pretty much not worth it - THIS IS THE OPPOSITE OF THEIR STATED principals. Do you have Mens rain jackets? The answer was a confusing array of statements ending with "Well, thats all we have in the store- feel free to browse online" with not a single question of mine answered: Are the seams sealed? what is the difference between their Torrent3 shell at 179$ and the one at $400+?

So annoying I will never ever go back to this store and so far from what they state as a company and brand that I don't think I will ever shop...