Canada Goose 5TH Avenue New York — Local services in New York

Edit: I came back today on the 12th of March, 2023, to shop for a spring coat this time around at approximately 12 o’clock and I am happy to report that there has been a tremendous improvement in customer service, despite the staff messing up two short length coats that were obviously very different in style. I had to go back and ask them for the correct style when I pointed out that the coat they gave me was less warm and exponentially more costly.

December 2022: WORD OF CAUTION BEFORE SHOPPING HERE (kindly read in its entirety before casting stones):

I was keen to finally invest in some Canada Goose products as I now study in the Midwest of the US after moving from tropical Singapore and sunny Australia, so I don’t mind forking out for a brand that has products that are proven to be rather durable.

However, the whole experience of shopping here was appalling and exacerbated by the lack of crowd control and worst of all, terrible customer service from all the sales assistants except for Mr. John/Jean Lewis, who kindly kept checking up on us even though he was inundated with requests from other demanding customers as well. I understand that this 2022 Christmas season is a busy season and therefore the shop may find itself occasionally understaffed, but I expected a lot better from a brand of this calibre and reputation, as well as of this price tag, given that other 1 star reviews dating back to the previous year until the current year have all highlighted the exact same terrible customer service here. I should have heeded that warning.

For example, I asked a lady near the cashier about whether a product can keep the harsh cold weather (that has snow) out, and she sarcastically replied to me that yes, the coat can keep me warm. Well of course it bloody can, why else is it a coat then? And this was after I told her that I needed assistance to be pointed to a specific range of coats that can withstand the snow. I asked if I was better off purchasing one of the other long length parkas with a hood that has a fur lining. Again, she replied that at the end of the day, it’s the coat that will keep me warm, which was not what my enquiry was about. Afterwards, I approached another assistant if this same coat that I asked the previous lady about can protect me against the snow. This man had the most unpleasant expression plastered on his face and condescendingly replied to me that the coat will get soaked because it’s not waterproof. How was I supposed to know that? People go to brick-and-mortar shops because they want to talk to knowledgeable sales who know the product instead of telling me the bare minimum. They acted as if it was my fault for not doing research about the products. That responsibility should not be on the customer! Subsequently, we headed upstairs where we were helped by Mr. John Lewis, who definitely made a difference in our otherwise dismal opinion of this store. He kept coming back with the sizes for the Journey Boot (which I took in the end) and the Cypress Boot for my mum. He also packed the rest of our items and attempted multiple times to smoothen out our payment process.

Before you label me as an arrogant and entitled brat, kindly bear in mind that my parents and I invested in approximately $4,000 on good apparel and disgusting customer service on 23 December 2022. Management or store owner, you ought to do some introspection of the way your run this place. This is not me feeling entitled, this is purely a business transaction, whereby you provide the good customer service befitting this so-called ‘luxury store’ in exchange for our investment. Simple.

I might still buy this brand if the coats prove to be as good as people say, but never to this store again, simply...

First time leaving a one star review, but honestly it was the worst shopping experience me and my family have ever experienced. Despite the fact that we have purchased 3 down jackets in a month at this store, we experienced the poorest customer service the latest time (this week) due to the following reasons:

1. Sales representative attitudes — strong discrimination: despite the fact that it is always busy in the flagship store on the 5th avenue, sales in this branch tend to be quite dismissive and passive aggressive, especially a lady in the men’s section on the second floor — she was very impatient when we asked for color and size comparison, asked us to wait while just went to chat with her co-workers, but also made us feel extremely discriminated as being Asian customers, while she was catering the others.

2. Purchase experience — long wait and minimal professional advice/service: when you are purchasing a 1800 dollar down jacket, you would expect a certain minimum degree of professionalism, from style recommendations to sizing advice. What we experienced was the opposite, there was no recommendations catered to what we asked for in terms of style and sizing selection, there was quite a bit things said to us include “hold on”, “what did you want again”, or “you sure you want to try this?! I told you it is not the right fit.” The direct reaction and feeling as a customer was being treated in such a judgmental way that we couldn’t even react.

3. Post purchase experience — zero appreciation: we ended up purchasing a jacket (in addition to two other ones we got 2 weeks prior in the women’s section): the sales person asked us to swipe the card, but attempted once the machine did not work; the sales got upset and took our card away to check as if we were wrong in swiping. Turned out, it was her hand in the way while we swiped, caused the malfunction. Once transaction was done, she handed us the jacket itself in a duffel bag, without a shopping bag, we asked about it, she simply said “no, we don’t have it.” We were pretty surprised, as the flagship store of Canada Goose, no shopping bags? She rolled her eyes and said, “nope”.

Overall, in summary our experience at the store was the least friendly, helpful or professional in all brands that you see on 5th Avenue in NYC. We felt 1) not welcomed, 2) not served professionally, 3) not treated fairly, 4) and to certain degree, very discriminated as being Asian customers.

We would strongly not recommend this branch to any of our friends or family, and we definitely would like the customers and people who are interested in the brand and that branch to hear this exceptionally below average...

I never write reviews, but my experience was pretty bad, so I want to inform others to be more careful. Last Saturday, I visited the store with my husband. Immediately, we were assigned to a sales associate. The store was busy, so the associate worked simultaneously with us and one more couple. My husband bought a parka, but the one I wanted wasn't available at the store. So I asked the associate to check the Soho store, and I would buy it from there. Instantly, he said no, it's not available, but I can help you put an online order, which will be delivered to your house. I agreed, paid, and put in my order. On Sunday, I received an email saying the item was out of stock but no information for at least a refund. So I called the store to help me out. The store said that I had to contact customer support. I called customer support, and they couldn't see the order because it was placed in the store. I love the brand, but this treatment is not luxurious or acceptable. I understand the Sales associates want to make a sale, but how can you sell something you don't have? Also, on I discovered this parka is available in Soho. The sales associate said no without checking to make me put the order online from his system to make the sale(maybe there is a commission). Then, on Monday, I called the store again, and still, they hadn't found out who was responsible for my refund. The customer support referred me to the store, and the store referred me to customer support. Meanwhile, a girl from customer support called me to tell me there was a glitch, that they still had it available online, and that she would put my order in the system again. Then she told me it was unavailable, and I had to call the Soho store. I requested her to call and transfer my order, and I would go to pick it up. She couldn't and just gave me Soho's phone number. I called Soho, and no one picked up the phone. Right now, they still have my money; no one helps search for and move my order if there is somewhere available or issue a refund soon if it is...