Nike Soho — Local services in New York

Absolute nightmare at this place. We got the customised airforce 1s. Tried on a pair and asked to buy women's size 8. They got a box from out back and took it to customising station. 3hrs to customise them. Staff clearly had no idea what they were doing, but we were patient and positive as it looked like they were training. Got home and opened the shoes, immediately we can see that one of the charm things has falled off and wasn't in the box. Put the shoes on and they are WAY too big. Realise they did the whole customisation on a MENS shoe not a women's like we ordered. The staff didn't notice, and why would we think to take the shoes off then to check that a women actually got women's shoes?

All this isn't to mention that the shoes are also unwearable due to the dodgy way they customised them. For example, the chain was too long and you trip over it when walking.

We call the store immediately and explain the situation, that we need to return them and have the customisations redone on the correct shoe that we wanted to buy. Women's size 8. The manager tells us that the customised shoes are a final sale and then hangs up on us! We weren't hostile on the phone or anything

My sister who bought the shoes is so devastated that the store isn't taking responsibility. This is such a big purchase for her, they are expensive shoes and she is young and paying for them herself. And now she can't wear them. Because they are totally wrong. We really hope we can resolve this with Nike.

Urge everyone considering the customisations to triple check that the staff have picked out the right shoes that you asked for before they start working on them. Also reconsider the customisation entirely as it involves permanently altering the shoe, so the staff must be competent at placing all the holes in the correct places so they are wearable. Ask the staff member how much experience they have. And you might have a better experience than us.

We hope this isn't a case of $150 down the drain.

Edit: went to store in person and the people who made the mistake just said sorry and walked away. Sister who bought the shoes is now crying. We are so baffled by...

I entered the Soho store a few weeks ago. Prior to going I called in order to make sure the shoe I wanted was available; however, when I arrived it turns out the shoe was not available in men’s despite me being very clear on the size and reason I wanted it over the phone. I was passed off to 2 separate staff members who were extremely condescending as if I was supposed to know as much as they did about the selection of shoes. As I began to browse other shoes the 3rd person now helping me was extremely uninterested despite the store not being very busy. As I asked for various shoes in my size he would respond by saying no we don't have that rather than suggesting close sizes that are available. Eventually I found a size that was in the newly released Air Max 97. I quickly told the staff member I wanted to purchase the nearly $200 shoe. However, the staff member chose to walk away and as if he needed to restock the other shoes I tried on. After waiting over 15 minutes for him to return I began to look for him. I found him just a few feet away helping two other sets of customers who I noticed had walked in well after me. I walked over and stood beside him motioning that I still wanted to check out. He looked at me without saying a word and walked away to continue helping the other customers. As he began to check out one of the customers with his handheld device I literally stood beside him so that I may check out to. Again he walked away from me while looking at me in the face but refusing to acknowledge my presence. I waited another 15 minutes before finding a different staff member to finally check me out. I could not understand why several staff members were so rude. I used to work in retail and I’m extremely considerate to how I treat those helping me. In addition I was looking to purchase several things but after my experience I bought my shoes and chose not to purchase those items at all. This was the most dismissive, rudest, and blatantly disrespectful customer service experience I've ever had from any brand or instance and not only from one person but several staff members at the...

The 5 floors of this location felt like 5 fingers of a firm warm handshake from Nike.

The moment stepped in the store it felt like an exclusive photo shoot. There were clean walls, clean floors, bright lights and and great music being played by an even greater sound system. Each floor had it's own specific function and design. All floors had happy employees that greeted me and asked if I needed assistance. All the merchandise was showcased perfectly with nearly folded piles, hung outfits and big screens and pictures of the product being shown off. Most importantly the sneakers strut across the clean white walls and it reminded me of an auto show. Finally when I reached the fifth floor and my tongue caught up with me, just when i thought I couldn't be amazed anymore I seen an actual basketball court. Unfortunately it was closed. I turned away disappointed and curious, then an employee walked up to me and said "Hey, how you doing? My name is Aulton, what's your name?" I was pleasantly surprised by this level of interaction and I replied with my name. He then asked if I had a Nike account and I told him that I didn't think so. He smiled with reassurance and said that i probably do. I gave him my email and of course I did. He said that although it was closed, he would let me shoot around for a little while. After I signed a waiver, I stepped on to the court and drooled at the perfection. It was half court, waxed floors, racked basketballs with a big screen underneath the rim. There were the latest nike basketball sneakers that you can change into so you don't look silly playing basketball in Oxfords like me. Aulton gave me more information on the sneakers than anyone has ever about anything. He really knew the product and was passionate about it. After I put the sneakers on, we played. We laughed at hilariously bad shots, assisted each other with imaginary game winners and buzzer beaters. I felt nostalgia, thinking of childhood memories when I played basketball at my friends backyard.

I would like to thank Nike for this store, and having the pleasure of meeting one of your star...