John Varvatos — Local services in New York

An Update to My Recent Review - Impressed by John Varvatos' Commitment to Customer Service

I wanted to take a moment to provide an update to my previous review regarding my disappointing experience at your main store.

Since I shared my initial feedback, I was pleasantly surprised to receive a call from a representative at your corporate office. Their willingness to address and rectify the situation was truly commendable. It became evident that, in order to receive the level of assistance and support I expected, elevating my concerns directly to the corporate office was necessary.

Unfortunately, it seemed that the staff at the store was unable to provide immediate solutions to the issues I encountered. However, the proactive response from your corporate team has significantly improved my perception of the brand.

I was genuinely touched by the sincere apology I received in the form of a gift - the merchandise I had originally intended to purchase. This gesture went a long way in restoring my faith in John Varvatos as a brand that values its loyal customers.

As someone who has been a loyal customer from the very beginning, I truly appreciate the rich heritage and quality that John Varvatos represents. My experiences with your products have always been exceptional, and I believe in the brand's potential to deliver outstanding customer service.

In closing, I would like to express my gratitude for your efforts to rectify the situation. It is clear that John Varvatos is committed to ensuring customer satisfaction, and this reassures me as a devoted customer. I believe that with continued focus on improving the customer experience at the store level, John Varvatos can deliver an even more exceptional shopping experience for all its fans.

Thank you once again for your attention to this matter, and I look forward to continued positive experiences with your...

I have enjoyed shopping in your NYC locations for a number of years. Likely I am one of your better customers having spent - looking at my credit card history.

However, I wanted to offer some feedback on why I will no longer be shopping with John Varvatos.

We are within a global pandemic and you have closed down some of your locations within NYC. I purchased a belt in early March, but it was not the correct size. Upon returning to your only open location in NYC - which is out of my way - I was met with presumably the manager giving me a hard time that I did not return within 2 weeks. She was citing "corporate policies".

I am sorry but seriously? I am a few weeks late in a pandemic and I am getting a hard time over a $200 belt? Your staff were pushing me and candidly standing around behind the register making me feel like I did something wrong. I would love to exchange ... but you had no belts in my size ... at all ... that were remotely similar (not looking to go from a black belt to a red belt).

Some coaching for the staff ... How about - "We are so happy you are back and shopping with us!" ... or "As such a consistent returning customer we will absolutely make this right".

Now ... I am sure when your company has significant issues, employees are being let go or you will likely start the planning (this is evident by your store closures) ... there will be some sort of mention of 'How Covid just really damaged us...'.

The reality is that your customer service is absolutely abysmal, rude, and just out-of-touch.

I know there are plenty of brands that...

Most of the reviews are about the building once being CBGB and the decor and history and not the store itself. Those are accurate, the decor is cool. But as far as the store itself, maybe this store takes a no hassle sales approach and they wait for you to ask them for help, and if that is so, then I stand corrected on my review here. Not my preferred way to shop at a high end clothing store. My experience in Greenwich St., was not like this. I was greeted as soon as I walked in and the staff was super helpful. Now this was pre-Covid and when John V., still owned the clothing line. Maybe things changed under new ownership. That said, at this store and on this visit, not a single person said a word to me. Not even a hello. Just ignored me the whole time and talked amongst themselves and with one other guy who appeared to be talking about the decor. Now granted I am no rock star and do not look the part. But on this visit I happened to be wearing my John Varvatos leather jacket. Assuming the staff had a clue what their clothing line looks like they should have had an inkling that I wear JV clothing and maybe I was there to buy something, which I was. After a while of looking at the same Trucker jacket they had in several racks and displays (hint of what I was after) my wife also WTH, so we left. Guess I need to go to Greenwich next time. Hopefully they are more helpful. If not, online????

Gave it a 3 because of the history and decor. As a clothing store it is a 1 or at most a 2, unless you are rock star, then maybe you get the royal treatment...