Lacoste — Local services in Richmond

This is my favourite store at the outlets and the one I spend the most money on. I have been shopping at this location for the last 3 years and have thoroughly enjoyed my customer experience. Product selection and deals have been great, and I have established a strong rapport with the manager and staff who used to work there and because of them, I have a lovely shopping experience every time; however, the store is under new management and I decided to visit this week to check out Black Friday deals.

They had some items that I saw online that I've had my eye on so I asked one of the staff if I could access the fitting room to try them on. I was told no as the fitting rooms - all three of them - were closed. No reason or explanation given.

Clearance rack tshirts are priced $39 each if you buy 2 or more. There was no signage indicating this so I only became aware when I was paying at the till. I asked how come it's different pricing since clearance is usually 70% off. I was told by staff that "$39 is the lowest they go."

Prior to this, there are 3 tills and 2 were in use. I stood in line to pay and overheard the people in front of me that they have been waiting for a long time and the staff member in the middle till helped them make their purchase. There was one more till available and at least 2 or 3 other staff in the store.

I was still in line when one of the staff members working on the floor took a customer - who appeared to be in a hurry as she had a child with her -  she was helping to the 1 available till and start to process her transaction to purchase several items.

Usually I don't mind if one asks if they can go / serve someone ahead of me if they're pressed for time but there was none of that from the staff member. The other customer asked me to step aside to let her through so she can pay as the store employee was already at the till with her items.

At this point, I felt completely ignored and that just made my already bad experience worse.

The store was also a mess with products scattered all over the tables especially in the womens and kids section and usually I can forgive that since the store is busy during peak shopping times especially during Black Friday week if I get good customer service but this is not that time.

I realize change is inevitable and it is possible that these clearance not at 70% off prices apply to Black Friday only but this is the most disappointing customer experience I have had stepping into this store, ever.

I love coming to the outlets and would sometimes only come to shop at this store but my experience this week has been incredibly discouraging that it has completely changed my mind about shopping at the outlets especially at this store overall.

I still do love the Lacoste brand but will be making my purchases online or at Metrotown...

Deeply Concerning Breach of Privacy and Professional Conduct

I am writing to formally express my serious concern regarding an incident that occurred during my recent visit to this store today. As a female customer, while I was in the fitting room trying on clothes, a male staff member entered abruptly without any prior notice or warning. He looked directly at me while I was in the process of changing, said “hello,” and then closed the curtain without offering any apology or explanation.

Following this incident, I spoke with the store manager name - G, who informed us that if we were to file a complaint, he would “back up” the employee and that nothing would happen to him. This response was both shocking and deeply disappointing.

This is a severe violation of customer privacy and basic respect. The manager not only failed to apologize, but also showed a complete lack of professionalism and accountability. It’s clear that the staff here have received no proper training on how to respect customers or handle such incidents.

I am deeply disturbed by this experience and strongly urge others, especially women, to think twice before...

We had a terrible experience visiting this store today. We bought a lot of stuff there before and never got treated the way we got treated today. I was looking for sizes at the men’s underwear display and an east indian lady asked us very politely if we would need any help, after we asked her if there were more 3 packs of mens underwear in size large available she asked her asian colleague to check in the back for us. She replied there’s nothing left in the back, it’s all sold out and started to look through the display to find more packs in size L. We told her we checked the display for size L already and she completely ignored us. At that point a group of asian people walked in, she immediately turned around to start chatting with them in her language and just left us standing there like we didn’t exist - talking about equal opportunities/ borderline racism. We went 2 stores down to the Diesel store, spent over $ 150 in men’s underwear and received impeccable customer service. Super bad experience that left such a bitter taste in our mouth. Some major sales associate training needed badly. Don’t recommend this...