WOW Concept Gran Vía 18 — Local services in Madrid

Had a bad experience visiting the store in Madrid in July and then dealing with costumer service. Bought more than $2,000 USD worth of merchandise. As I had several bags with items, I did not check each item they put in my bags. Upon arrival home in the US, I realized they put some shoes that were not mine in one of my bags and of course they charged me for them. Then I realized they forgot to remove the security pin from a shirt. I contacted the store and they suggested I took it to stores here in the US and see if it could be removed so. After asking at several stores (Lululemon, Macys, Nordstrom, Zara), the pin could not be removed. I let WOW know I was returning to Europe in October, but to Paris. They said a representative would meet me there and remove the pin. A week prior to my trip, I contacted them again. No response for several days. Unfortunately I was not able to travel due to an accident I had, but I gave the shirt to a friend of mine who graciously took the shirt on his trip. WOW said they would contact my friend and meet him somewhere so they could removed the pin. My friend let me know that no one had tried to contact him. I emailed WOW again, and they said they were asking management if they could reimburse me for the shirt. Didn’t hear from them for 2 days again. Then they asked if my friend could drop the shirt at a gallery. At that point I realized they were just messing with me and on top of ruining my shopping experience back in July, now they weee trying to ruin my friend’s trip to Paris. Never heard from them again. Very irresponsible and I see why things are messy at the store: it is bad from management down. I do not recommend this...

The prime aspect of both establishments of this brand resides in their locations. However, the brand strategy is not uniformly applied between the Gran Vía and Serrano outlets, resulting in a waning brand sentiment characterized by inconsistency and lack of coherence. The consumer experience is notably compromised when circulation is dictated by the layout of escalators. No patron should feel compelled to traverse the entirety of the establishment, particularly at Serrano, where expectations for the brand's fulfillment are notably high.

While the products themselves meet expectations, the pledge to elevate the Serrano establishment to a loftier echelon of luxury remains unfulfilled. With identical offerings to its Gran Vía counterpart, the store fails to meet the exacting standards of such a discerning and exclusive clientele as that of Madrid's Golden Mile. In summation, the brand's expression is notably feeble, and the product selection could be refined; numerous brands go unnoticed within the store, and reliance solely on fluorescent green is insufficient. To add another thing, Phygital is a word that requires many processes to be developed correctly, this brand does not comply either, inefficient ecommerce, terrible...

Quite ridiculous. Their online strategy is to lower prices and generate orders for products they do not have in stock, and consequently cancel their them. They probably do this to have liquidity to invest or to meet internal sales targets. I have placed three orders in the last few weeks and they have all been cancelled. For one the money has been refunded, I am waiting for the others. The cancellation email is always the usual 'we encountered an unexpected problem in the system', ahah of course. The damage to the brand and the store is pretty severe, so they should have to stop behaving like a start-up looking for gimmicks to make ends meet, and start...