Vans — Local services in Honolulu

Update #2:

After some back and forth with Vans customer service, I’m happy to say the issue was eventually resolved. I had purchased a pair of shoes from the Waikīkī store that caused significant foot pain after just one brief wear. They were still in like-new condition, but I was initially denied a return in-store and received a generic response from customer care.

After pushing the issue, resending details and photos multiple times, Vans finally acknowledged the situation and provided a $90 gift card, which I appreciate. While the process was more frustrating and time-consuming than it should’ve been, I do feel better about how it ended. I hope Vans can improve the way they handle edge cases like mine in the future — loyal customers should be heard the first time.

Update: I followed Vans’ advice and contacted their customer service directly after being denied an exchange in-store — even though the shoes were only worn once, caused significant foot pain, and are still in like-new condition aside from minimal sole discoloration from walking briefly on asphalt.

Instead of addressing the issue, Vans sent me a copy-paste policy response and offered a 20% discount code, which is completely useless considering I now have a pair of shoes I can’t wear. No one acknowledged the situation or made any effort to make it right.

This isn’t customer service — it’s deflection. If Vans stands behind their products, they should take ownership when something is clearly wrong. I’ve been a loyal customer, but after this experience, I’m seriously reconsidering ever buying from them again. Shameful handling of a simple issue.

OG post: Bought a pair of shoes from them and wore them one time. The shoes were too small after testing them out, so I was going to bring them and exchange them for another pair. The shoes are in perfect shape still and the store refused to work with me on an exchange. Worst customer service ever. Waste of time. DO NOT buy...

I had a gift card to use, but saved it for use here after receiving zero to crappy service at the Queen Kaahumanu Center location.

This location is in Ala Moana Center, third level near Macy's.

Like at most stores on Oahu, I was commonly greeted and asked if I needed help by numerous employees. You do NOT get that on Maui. SMH. How difficult is this simple process? Not at all!

Being a non-fan of shoes, I naturally gravitated to the shirts and tank tops, until my spouse reminded me that I was looking at some shoes a few months ago. Really? I completely forgot. See, I could care less about shoes! I headed to the shoe wall and found some cool gray & white-soled sneakers, and they had it in my size. Perfect. Sold!

OVERALL: Great service, clean and...

the staff here was incredibly kind, welcoming, helpful, and respectful. i don’t usually expect that at corporate chain stores in a mall, and i also don’t hold that against people that work at corporate stores whatsoever because i’ve worked in retail and the service industry and i totally understand - however, the kind nature of the two dudes working at ala moana vans the night i was there really made my night! i hadn’t been back to ala moana in quite some time and got there in the evening with not much time left before closing - but they let me browse without rushing me at all, and helped me with multiple sizes of pants and shoes. super nice folks! thank you! will come back to this location...