Boot Barn — Local services in Leesburg

A Disappointing Experience After a Promising Start

I recently visited Boot Barn with my sisters in search of the perfect pair of boots and an outfit for an upcoming event. Initially, we were excited and impressed with the store’s wide selection. I quickly found a great pair of boots that fit well and looked amazing. Feeling inspired, I decided to complete my look with a traditional cowgirl outfit.

With help from a friendly associate who kindly unlocked the dressing rooms, I began trying on clothes. That’s when the experience took a disappointing turn. As I came out to show my sisters an outfit, the store manager, Navi, commented to my sisters that we needed to keep the boots out of the dressing room. This was puzzling, as I was the only one trying on clothes and there had been no signs or prior instructions stating that boots weren’t allowed in the fitting rooms. Her tone was irritated, and she didn't acknowledge me directly, which made me feel singled out and unwelcome.

The discomfort didn’t end there. After finalizing my outfit choices and exiting the dressing room, I overheard Navi instruct another employee to check the dressing room for items in a tone that felt pointed and accusatory. Later, as we approached checkout—having spent over \$1,000 collectively—she declined to assist us even though she wasn’t helping another customer, instead asking someone else to take over. Her tone was similarly dismissive when my sister inquired about a military discount. Although she wasn’t helping us directly, she had clearly been listening in and chose to engage only to contradict or correct.

What hurt most was the contrast in how we were treated compared to other shoppers. Navi appeared friendly and attentive to other customers, making our cold reception feel personal—and possibly race-based. What began as a fun outing with my sisters turned into a distressing experience that brought me to tears.

While the products at Boot Barn are great, customer service plays a huge role in the shopping experience. Unfortunately, Navi’s behavior left us feeling disrespected and deeply disappointed. I hope the company takes this feedback seriously and addresses how all customers are treated, regardless...

Review of Boot Barn – Leesburg (Manager: Navi)

My recent experience at the Boot Barn in Leesburg was incredibly disappointing due to the behavior of the store manager, Navi. From the moment my group and I entered, she was noticeably rude and passive-aggressive. Although she didn’t approach us directly, it felt as though she repeatedly sent other associates to ask if we needed help while we were simply trying on boots.

Once we had all chosen our boots, it became even more clear that she had an issue with our presence in the store. One member of our group went to try on an outfit with the boots she intended to purchase. Instead of addressing her directly, Navi came to the rest of us and said that boots were not allowed in the dressing rooms — a rule that made no sense, especially considering the boots were bulky and she needed to see if they matched the outfit. There was no signage indicating such a policy, and the dressing room was only accessible because another associate had already unlocked it for her.

As we moved over to look at hats, we overheard Navi mumbling under her breath about us and using her radio to have other associates check the dressing rooms — clearly implying we were doing something wrong. When it came time to check out, she radioed for another associate to ring us up, avoiding us altogether. One of the associates kindly asked if anyone in our group was military, and when I said yes but didn’t have my ID, Navi abruptly cut in to tell me I couldn’t receive the discount — again, in a dismissive and unnecessary way.

Overall, the entire experience was uncomfortable and unwelcoming. Despite our group spending over $1,000 in the store, we were treated as if we didn’t belong there — like we were a nuisance instead of paying customers. Meanwhile, Navi was visibly friendlier and more respectful to other shoppers.

It was clear she didn’t want us shopping there and made every effort to make us feel unwelcome. If this is not the kind of service Boot Barn wants to be known for, I strongly recommend hiring management that treats all customers with fairness, dignity,...

First and foremost, I was super excited for the local boot barn to open and I am grateful that the employees honored my coupon which had expired the day before. But the store manager (Niva?) really took things downhill… • There was a promotional display (2 shirts for $35) that was incorrectly stocked with shirts that were not on promotion. I picked two shirts that were on promotion for 2 for $35, half the shirts on promotional display were original price $80 due to being fire retardant material, and I had picked one the one of the shirts that I picked from the on the display was a $80 fire retardant shirt. • When questioned about the promotion at the register, Niva stated that she would honor the promotion if they were improperly stocked. • She checked, realized that they were improperly stocked, and then backtracked on her word. • She stated that they have new employees who don’t know what they’re doing, and she cannot honor the promotion on the incorrectly stocked shirt. She offered 15% off on an $80, which is less than the 50% employee discount. • She was very rude, assertive, and had the energy that she was ready to argue her position (Do you want the shirt or not?!), creating the impression that it was my fault. Her attitude destroyed all the goodwill created by the other friendly employees and I felt bad for the employees regarding how she talked down to them. She did not have the customer service oriented tone that is expected from a premium...