The Row — Local services in Los Angeles

Unfortunately I had a similar experience at The Row boutique in both Los Angeles and NYC like the other negative reviews on here discuss.

The Row is one of my ALL time favorite brands. I've had negative experiences over the phone when ordering products from the boutiques from the staff who seem extremely unenthusiastic about selling me anything and have very little knowledge of the brand. I feel like I have more passion about the history and quality of the brand than the employees do.

I was shopping near Melrose on my vacation in LA. I stopped by the boutique and wasn't greeted by anyone which is fine. I browsed the clothing and finally found an employee to try on shoes. The second I took my phone out to check my messages an intimating guard(?) who was staring me down said "no pictures in the store". Mind you, there is no sign anywhere that states this. Shortly after two other people walked in and the employee helping me told them quickly "no pictures in the store." The rest of the time the guard stared me down like I was going to take something and made me feel very uncomfortable, so I left without purchasing anything. No goodbye or holding the door open for me. Nothing. I walked over to Bottega Veneta across the way and had a very pleasant experience with the staff who were happy to help me.

This entire interaction was ridiculous. I work in the entertainment industry and was looking for a few things to wear to upcoming events. My mother is elderly and I'm thousands of miles away from her, so I don't give a damn about your unstated "no picture" policy. I'm going to answer my phone when I get a message from her. I'm an adult and can take out my phone from my $3,500.00 The Row bag I purchased a few months ago online. Ridiculous.

It's extremely unfortunate because the quality of the brand and the make of the clothing and accessories are FAR superior to any brand. I absolutely love, love, love The Row's clothing. I have multiple pieces in my wardrobe, but my experience with the staff over the phone and in store will make me second guess purchasing anything. I should haven't to beg or chase the product. The price point of The Row is TOP luxury, as it should be for the quality, but I suggest worrying less about people taking a photo in the store or using their phones and focusing more on training the staff in customer service and knowledge/history of the brand itself and the products. I will always be a loyal customer, but I'll just be ordering online from now on, even when I'm in LA or NYC on business. I feel much more comfortable being able to take my phone out in the...

I had just left DASH, where I was completely ignored and dismissed by the sales associates "DASH Dolls" because they probably were under the ASSUMPTION that I couldn't afford to shop in their store - when I walked over to The Row. I was very excited to see the inside of the store in person, after have seen it online and in magazine articles. My boyfriend and I were the only two people in the store besides the people who were working. One of the lady sales associates seemed very friendly and even took up pleasant conversation with my boyfriend and I. What was upsetting was that we were constantly followed around the entire store by security, every single room that we walked into. It made us feel unwelcome and uncomfortable, as though they felt that we were going to steal something. The security guy literally came into the room where we walked to "fix a tag" on a dress. Give me a break. He kept his eyes on us the whole time. It really makes for an unpleasant browsing/shopping experience when you feel like you're being targeted for no good reason. The store itself was beautiful but I doubt I'd ever go back. I'd rather shop online knowing that I'm not being discriminated against. But I don't even know that I'd want to give my money to a company who hires people to follow customers around, and being African American, I take it more personally.

Other than that, I thought the...

No wonder 'The Row' company is bleeding money! The customer service at this flagship store was terrible... actually worse than terrible... deplorable! We had no guest welcome, a rude security guard with no training, who told me off for pulling my mask down to drink from my water bottle. Then proceeded to tell my partner off TWICE that her mask wasn’t “high enough”, when it was absolutely worn correctly, covering the full nose & mouth. If that wasn’t enough, whom I believe to be the store manager, basically yelled at my partner for taking a photo inside the store, when there had been zero signage to inform this was not store policy. Obviously, customer centricity is not in this stores training manual…also to make this even more comical the staff were talking amongst themselves without us any further assistance/service. The staff could do with a bit of training by the exceptional ‘Chanel store’ close by, where we have never been spoken to in such a manner and actually allow you to drink water, even offering it! Full staff transformation required at this store unless they are happy to lose customers that were actually willing to spend 20K+ on the day!

Aside the awful experience, the interiors / design layout of this store is beautiful. Unfortunately your staff do not represent the product...