CASA LOEWE Barcelona — Local services in Barcelona

The store itself is beautiful but our sales assistant was rude and overall made us feel rushed through the whole purchase. We came looking for a belt for my sister. We had to wait outside in a line and then inside again in a line for a total of 20 minutes, which is very typical of luxury brands so we expected this. Once we were let in we could browse but would have to wait for a sales assistant. Unfortunately, the belts were not on display so we would have to wait. After walking around the store then sitting on the couch for about 20-30 minutes, a sales associate became available. I showed him the picture of the belt my sister had sent. The sales associate brought the belt out and we noticed it appeared quite wide and asked to look at other styles. On FaceTime with my sister (and I made a point to have her volume very quiet and kept the phone by my ear when talking so as to not be disruptive), I tried to show her the other belts available. The sales associate informed us we would have to take a picture because he had to shut the closet, not once offering to take some out for us so that we can continue to compare in person. Feeling like we couldn’t be sure of any other belt through photos and feeling rushed, my sister decided to go with the one she originally sent. Unfortunately on our part, we did not know that the sizing on belts were so specific so we wanted to make sure it would fit her. At this point the sales associate says, “have we made a decision? There’s lots of people waiting.” As if we also hadn’t waited about an hour to be assisted. Furthermore, there were other customers around us that had spent significantly more time and did not seemed to be rushed by their sales associates. I explained that we just wanted to be sure of the length. He then said “you can trade it in China if it doesn’t fit.” I replied we were from a smaller town in the US, since we would likely have to travel to NYC for an exchange (however since looking at other reviews and noticing other Asian-appearing customers making similar complaints about the service I have to wonder if race at all played into our treatment). Our sales associate became visibly annoyed, which made us all the more rushed and confused. When I asked if he could bring out the size up, he said it will probably be too big. I explained that my sister’s waist is slightly larger than mine. To which he responded that I still had room (only 1 extra hole). At this point, we were also having to return to our hotel before leaving for our flight, so we decided to just buy the belt and, if need be, wait until our next trip to NYC to make an exchange. It was only when we said we were ready to check out that the sales associate showed any politeness. I felt a massive headache coming on from the confusion and stress of being so rushed and asked for water, when I realized that while waiting I had noticed several customers be offered something to drink at the beginning of their interaction and we had not. If we hadn’t needed to catch a flight, I probably would’ve gone to another location as the more rushed we were, the more our minds seemed to muddle. I left with a massive headache and possibly the extra task of having to travel to NYC to make an exchange for a...

This was a very bad and weird experience.

While my girlfriend and I were browsing menswear, a blonde man with glasses asked if I needed help. I said I’d probably just ask upstairs, since that’s where we were primarily interested. In what felt like a curt, ungracious tone, he replied: “But I’m here to help you now.”

I tried to engage. I told him a colleague had gifted me something from Hermès, and that I wanted to return the kindness with a Loewe candle. That’s the kind of story most luxury associates would lean into — an easy chance to guide me, upsell me, and make me feel part of the brand. Instead, he didn’t respond at all. No “what a thoughtful gesture,” no suggestions, nothing.

Instead, he basically told me to leave. He said they didn’t have much in store, but that I could go “down the street” to their “dedicated candle and perfume store.”

That store doesn’t exist. After looking, I realized it was only a Loewe counter in a department store. When I returned to ask what he meant, he was idling on his phone. He clarified he’d meant the counter, but didn’t apologize or try to make amends or acknowledge that it’s understandably vexing to be sent to a store that doesn’t exist. Instead he said, “You can speak with my manager, because you seem disappointed in me.”

The manager wasn’t much better. She offered a flat “sorry” and said she’d talk to him, but there was no real effort to care for the customer.

Overall, Casa Loewe felt cold and disdainful. Once it was clear I wasn’t spending €6,000 on loungewear, they seemed to lose interest in my business. Which makes no sense — I was browsing luxury items, and even handed them a perfect opportunity in a luxury gift exchange story. Why would anyone want to make a five-figure purchase in a store where the staff...

We went there on 19 Oct at 7:30pm, and staff at door stopped us from entering and so we waited outside. Few more people then queued after us, a shop manager （guess so from the way he spoke） told us that the shop will close at 8pm and therefor they will not have sufficient time to serve us and we need to come back on another day. We went there again on 20 Oct around 12:30pm with a short queue outside. We were soon allowed to go into the shop in another queue (a couple before us). The lady greeting us was nice and told us that we will be served later but we could started browsing what we wanted. We were than allowed to walk around 5 minutes later. I saw a puzzle bag which I like and so I asked a nearby staff what other colors did they have. They staff opened few cabinets and showed to me. Then I asked if I can took at one of the bags. The staff passed the bag to me. However, the shop manager (the same guy who told us to come on another day last night, bald head, sorry that I could not find other better description apart from this and his impoliteness) told us not to take the bag on our own , grabbed our bag and said we need to wait for our turn to be served. He then warned the nearby staff (I.e. the one who passed us the bag). I still rated 3 stars but not less because of the friendliness of the greeting staff and also the perfect service provided by the long black hair lady who...