Anthropologie — Local services in Los Gatos

I would like to preface this review by saying that over the years, I have shopped at many Anthropologie store locations both domestically and in the UK. I would gauge I have probably shopped at over 15 different locations in the past couple of years alone. Never have I ever had such an unpleasant experience. The way that my mother was treated at this location was nothing short of abhorrent.

I asked my mother if she could please return a purchase made on a shared credit card. I provided her with the online order receipt as well as a copy of the return request receipt for the items in question. The sales associate working till #075167 spent well over an hour arguing that my purchases didn’t exist, despite the overwhelming evidentiary support that yes, indeed, the two items presented in front of her with multiple receipts were in fact real purchases. She claimed that the items were already returned, which is impossible, as they were, once again, literally presented to her physically with two separate receipts.

She was provided with numerous layers of proof. We even involved our credit card company who sided with us saying that these purchases had never been refunded. That would be impossible; the items were literally physically present WITH RECEIPTS.

Finally, after over an hour of berating my mother and calling her “confused,” which was a clear attempt at gaslighting her despite every single piece of evidence pointing to the fact that it was actually the associate who was confused, the associate feebly admitted that indeed she had made an error. She was completely unapologetic and brushed the hour-long berating session aimed at my mother off as though nothing had happened. I was present via phone for the whole interaction, where I myself spoke with her and provided even more proof from my online account that she was incorrect about my purchase “not existing.”

I am still reeling about how it is possible to be so completely incorrect about a matter of a return. I have returned items over the years at many locations without issue. Never before has a sale associate arbitrarily decided that a purchase “didn’t exist.” I can understand if there is a complication because of a lack of receipt, but, as I stated before, receipts were provided: both the purchase receipt and the receipt from submitting an in-store return from my online account. I could not believe that she was attempting to claim that my mother was lying about purchasing items from Anthropologie. Only when I sent a full screen recording of my account from my phone with proof of purchase did she finally admit she was completely incorrect. This was completely unnecessary to provide as the associate was provided with receipts and an order number - she had all of the same proof in front of her that I did, yet she still insisted she was somehow correct that my items didn’t exist.

I will never shop here again. I am flabbergasted about this level of customer service, which came as a shock as a loyal and avid consumer at Anthropologie. While Anthro doesn’t do tier systems for customer loyalty like Nordstrom, for example, I am confident that my adoration and avid consumption of the brand/store would probably place me as a very high-level customer. They had my account information and could easily see that I shop at Anthropologie multiple times a month in high volumes. Not that this should matter - a store should treat all customers with equal respect, but nevertheless, to treat a loyal customer in this way with such disrespect was absolutely stunning. They have lost two loyal...

I had a really uncomfortable experience at this store and will avoid it going forward. I wanted to return a sweater but the store I bought it from didn’t ask for my email address and I had lost the paper receipt. I asked the person at the counter if I could exchange the item by ordering something online for the same amount and she said yes but if it didn’t fit I could not exchange that item again so it would be good to see if I could find something in the store instead. I thought that made sense so I shopped for a bit but decided I wanted to order the online item instead. I went back to the counter and explained to a lady named Lisa that the other woman had told me I could exchange the sweater for something online and she said no that is not allowed per their policy. She let the other woman know that what she had told me was incorrect. Instead of apologizing for telling me the wrong information the original woman I spoke to decided to gaslight me and said she had never told me I could exchange for an online item. I could not believe that this woman was lying to me to save face in front of her fellow employee. It was so awkward and I will no longer be shopping at...

After reading others reviews, now I know I’m not imagining things. I am a huge fan of the clothing and since it’s close by I always go there to see what I can buy. Several times I have had awful experiences but always let it pass because it’s such a convenient location. Today was the last straw. The manager whose name is Lisa is rude, has zero awareness of customer service. Los gatos is a small town and very charming. She is so unwelcoming, unhelpful, and should be a prison warden perhaps. In any case, In the age where everything is online, those of us who go into stores, expect customer service and interaction. Her employees are scared of her. She is very unpleasant. Perhaps training would help her. I would hate to see the store close down. I know for a fact many people in los gatos area love anthro as it is spot on for the demographics. Not sure what the numbers of the store are, but if she was nicer and allowed her staff some autonomy the vibe of the store would draw more repeat customers for sure. I for one will probably never go in there again. I never have a pleasant...