Brandy Melville - Back Bay — Local services in Boston

4.57/5

Prior to this visit, I had never heard of Brandy Melville. I imagined it might be a small-town boutique or perhaps someone’s name on a mailbox. Instead, I found myself accompanying my granddaughter and her local friend, both fifteen, to what turned out to be a very popular clothing store. When we arrived, there was an extensive line and a security guard patrolling the entrance. I’m still not entirely sure why it was so crowded, but I suppose it is simply in fashion at the moment.

When we were finally admitted, the scene was rather lively. Teenagers everywhere, darting between racks of clothing, chattering, and browsing. It was overwhelming at first, but once I adjusted to the pace, I could appreciate the store’s design. The layout was pleasant, the color scheme soft and inviting, though there was one unexpected pop of red that caught my attention. Unfortunately, the crowd made the store a bit untidy in places, though this seemed the natural result of so many eager shoppers.

My granddaughter and her friend disappeared from view almost instantly, clearly eager to explore. There was a short line for the changing rooms, which I hear felt longer than it truly was. I also learned, rather late in the visit, that there was a second floor (something I might have enjoyed seeing if I’d known sooner).

The staff at the counter were polite and helpful. However, I was told that the staff at the changing rooms were less than warm toward my granddaughter’s friend. I will not go into details, but it did leave a slightly sour note on an otherwise interesting outing.

Happy...

Terrible customer service. Of all the Brandi Melvilles around the world that I have patiently stood in corners waiting for my dear daughter to browse, this one is by far the worst one. We went an hour before closing on a rainy Monday, and the employee to customer ratio was 2:1. None of the employees were smiling nor helpful to customers. They were happy to chat among themselves but kept rushing by the few browsers in the store with no greeting or offer to help. Every parent at every Brandi is just looking for a safe space to squat, exist, or god forbid sit down. I thought I found a low bench in a corner to sit, and was promptly told by a cold and unsmiling employee that I couldn’t sit there. Ok. I had 5 seconds of stolen happiness. Then I went to another employee and asked if there was anywhere to sit and without smiling or acknowledging that parents pay for the majority of all these shopping sprees, said, “there are no chairs.” Is it completely unreasonable to show a modicum of kindness for middle aged moms and dads and chaperones who have achy joints or perimenopausal bodies that need a break? Photo is of my 5 second seat. I work with patients and customer care is our top priority. Maybe this Newbury Brandi could please at least recognize customer service as something to work on. It would make the standing around less unpleasant if we weren’t treated like...

I shopped here today. I tried some times on downstairs and as I was walking back up them into the store I noticed I was being followed. An employee was following me throughout the store at a small distance. I noticed her watching me at all times while I just browsed their stuff. Eventually when it came time to leave, two girls stood by the door. The one who was following me around was smirking standing behind her co worker/friend. I then get stopped and told I’m having a “random bag check performed” they very thoroughly sifted through my bag looking for some evidence of stealing ??? I had not taken a thing from the store nor had I intention of it. I don’t know if it was racially motivated as I am a POC and both girls were white. Either way, it’s sad to see teens younger than me treat people wish such malice and disrespect. The whole situation made me as a customer feel both extremely uncomfortable and unsafe. It’s sad because I’ve been coming here for years since the store first opened and have never had an issue before :(

Update: I just spoke to a friend as well who’s a girl of color and she had the exact same thing happen to her. I wouldn’t be surprised if it was a racial profiling thing. The girls who work there are all white and have been known to be racist...