Vuori — Local services in Malibu

Update: I just received an email from google stating over 500 people read my review! Thank you google! I scrolled down and a couple of others having a poor experience at the Malibu location but the “owner” replied to those reviews yet ignored mine. Interesting…. ————————————————— If I could, I'd give this store 0 stars. First time I went, the sales lady and manager was extremely helpful. I received a gift and the clothes didn't fit. I was concerned the sweat pants I purchased would shrink and I was told they wouldn't, BUT if they did, not to worry. I was informed vuori had a lenient exchange policy and would honor an exchange without a receipt or tags, etc and without a time constraint. WOW! Now that's service! Forward 1 year: the pants shrunk but I held on to the tags of that pair and another pair, which I never wore. I wasn't in a hurry to return the pants as the Malibu store isn't convenient to drive to, is closed by the time I get off work and besides, they have a "lenient" exchange policy without time constraints. Today I was able to leave work early and made it to the store 20 mins prior to closing. The manager told me there's nothing she can do for me. You have to jump through hoops giving them email, name and a phone number which they said they had no record of me in their system. Then she informed me of the 4 month return policy. I explained this wasn't what I was told when I purchased the sweats and asked if there something she could do for me. I wasn't expecting cash back or even a gift card. I just wanted to exchange the sweats for joggers or a zipper hoodie. Nope. Sorry. She couldn't do anything even though the manager there last year assured me this wouldn't happen. I'm out $250 for 2 pairs of sweat pants that I can't wear. I'll never shop there again.

Looks like many other yelpers have had issues with the Malibu location. You'd think they'd be more accommodating for the prices...

I purchased an outfit for my wife, knowing that their smallest size would not fit. The salesperson informed me that my wife could go in and exchange easily at any of their stores or online if it was within a certain period of time. No receipt needed.

She just went to the Malibu store to exchange and they had her return the clothes, credit my card, and then made her pay for the items that she chose. No exceptions. They were not helpful.

I am embarrassed. Super disappointed in the service at the Malibu store and the miscommunication at the Encinitas store. My wife's mother's day gift is now me paying her back for the gift the she had to buy herself after returning what I bought her.

The popularity of this product has already cast a shadow over their focus on customer service training and...

I am a new customer to Vuori and am very impressed with the quality and style of the clothing! I also had such excellent customer service from Laurence who assisted me with great suggestions and made my experience so pleasant! I wish them all...