Uloha — Local services in Honolulu

Not worth it! You can find everything you need online instead of this store. I purchased an item suggested by an employee, which in turn wasn't what I was looking for. Mistakes happen, which is fine but they refused to accept a return or even give store credit because part of the packaging was missing. Don't businesses have insurances for returned items like this? But yet they refuse to issue a store credit on an item purchased a day or two prior. Go with Amazon or one of the actual retailers that won't refuse a return, like majority of businesses. Even smaller business in Hawaii have better return policies than this place.

On top of that one of the managers Matt is really condscending. He speaks like a know it all, while he does seem to have exntesive knowledge he uses this knowledge to talk down or negatively towards others, I have noticed this on many occasions in this store, as well as on social media. Now while his personal social media shouldn't impact a view of the store, he seems to always incooporate his personal photography page with everything Uloha. Even to the point I've seen heard his threaten to ban potential customers over disagreements with his social media.

This store needs a revamp with their return policy, better parking, and a new manager. Maybe then it will be worth going, anyone know if the Kailua store has employee's that don't speak down to customers while preaching about being positive online and tagging their own business every chance they get?

Edit: Notice how much they pay attention to customers, with their response below after I expressed frustrations with their manager Matt in my above response about the condescending tone and rude responses I am told to contact him. They really don't seem to want to listen to customer issues and rather give a blanket statement that they always do under every complaint.

"Please also call us to discuss how we might be able to revisit and correct the issue of your return issues. Ask to speak with our owner, Justin, or our...

I walked in and was greeted by 3 people, great start and that’s where the service ended. I asked about headlamps and was told to look in the glass cabinet. No one asked if I’d like to see one or what I needed it for, I was blank on what I needed. A gent said they had others on a back wall and pointed in that direction, it wasn’t clear where they were and so I walked off a bit lost. After not seeing them for a minute he showed me the wall which was apparently in a different store. I went over to the climbing store - one person working, having a chat with a friend - ignored me looking over a glass cabinet to see the headlamps on offer. Again no idea what I’m looking at. I choose one and walk back to the front of the store to pay, the staff then tell me I have to pay for it at the climbing area as it’s separate from them. So back I go and pay. Solo climbing guy was cool now that his friend had left.

I’m bummed as this store is pretty awesome but seeing staff not busy, on their phones, chatting to friends was a downer. I don’t like being hassled by staff but I do appreciate help if I clearly look lost or even asked if I need more help. I probs...

Visited on a Saturday. Didn't have my size. Asked if it could be ordered, it couldn't be ordered, but a shipment was coming in. I called on Tuesday and the shipment just came in. They couldn't hold my boots for more than 24 hours. The person on the phone said she would make an exception because I had been waiting for them. Today is Wednesday: I dedicated my afternoon to rent a car and buy the boots that were held for me. When I got there, the man behind the counter looked around and there were no boots held for me. In the back, they did have the boots in my size but not my color. Maybe that's a lot to ask for, but that's a big part of the reason I waited for the boots in the first place. I left empty-handed. Poor communication on Uloha's side, both internally and with me. My time in HI is limited and hiking boots are all but necessary. The staff were nice (particularly M, with the pup) but ultimately that got me nowhere. Make it easy for customers to shop local, especially when you're the only brand-agnostic hiking gear game in town....