Rally House Ann Arbor State Street — Local services in Ann Arbor

I've been shopping at M Den (now Rally House) since my college days, and I've always appreciated the tradition of stopping in. The remodel and expanded layout is a nice addition especially with the Victors and Lululemon collections. The quality and variety of apparel have definitely improved.

That said, my recent experience was disappointing. I visited the store three separate times during my trip, and each time it felt disorganized and chaotic. On one visit, I spent over an hour browsing the Victors Collection area. I noticed one employee working extremely hard to restock and organize, but she was clearly stretched thin. Because of the workload, she couldn't assist customers directly, even though she was doing her best.

The checkout experience was unfortunately the low point. I spent over $600, and the associate helping me was dismissive and rude in response to a simple question. I usually give people the benefit of the doubt, but this left a lasting negative impression. I left laughing it off, but also realizing this was one of the poorest examples of in-store customer service I've had in a long time.

It's clear the store is thriving with all the business coming in, but I still believe customer service matters. When people feel brushed off or treated poorly, they start shopping online instead. After 20+ years of visiting this store, I may be moving my purchases elsewhere. I was also told by a local that when Rally House took over the original M Den store the new owners let go of a good amount of employees including Michigan undergrads working there. That is so unfortunate, takes away from the charm of what used to be a small town store helping college students make money. This store could use a few more hires to be honest.

All three visits, I wasn’t greeted once or asked if I needed help. I gave the store three chances, on three separate days, the last visit being the one I finally purchased my items encountering the only customer service received (at the cashiers counter) which was described above.

I truly hope Rally House can succeed and continue building on its strong products offered. A little more attention to adequate amount of staffing, proper restocking, and a better customer service experience, which means training all staff better with customer interactions. I believe that would make a huge difference. People are excited to enter this store and they should leave the store with similar excitement.

I will also be sharing this same review directly to the stores customer service team. Also, I have read all the reviews on this page. If you are a Rally House online customer service rep, please do not feel obligated to write an online apology message. That’s normally for show and the feedback rarely makes any difference. I’d rather you take this review to your supervisors and make a difference...

Was elated to see that the stock is being replenished after the recent ownership transition, and had reasonable success in finding desired items (and the online options are already extensive). I do agree with a previous reviewer, however, that the store really should be branded more for the local market, and it was indeed odd receiving maize and blue merchandise in a red bag for the first time after patronizing the previous store for over 30 years. The store is situated in the heart of campus in an iconic building, so please honor and celebrate the Michigan color scheme and brand! Thinking about my current hometown (Seattle) and the college and pro teams situated there, all of the brick-and-mortar vendors---whether local owners or contracted chains such as BDA and Fanatics---always adjust their branding to the specific home teams, and I hope that Rally House will take care of this detail on the Michigan...

This used to be the place I always went to when MDen was an existence to buy my Michigan gear. Now its a Rally House. After my experience with Rally House at this location, I'm never coming back again. Despite being a big store with a lot of Merchandise. The staff was pretty rude with the questions I asked. Even the Manager was unwilling to answer my question. She said to one of her employees "I have a person for an interview I have to attend to". So the customer is not a priority?. I'll definitely take my business...