On Store NYC Lafayette — Local services in New York

Short summary: don't waste your time. Go to REI or some other shoe store that probably has a selection of other brands' shoes to try on. Read on if you want some details.

So I gotta say this was the worst example of a "flagship store" I've ever been party to. If this is how you want to portray your company, I'm going all-in shorting your stock. First off, my wife and I had to wait over an hour to get in. She needed new shoes from walking all over NYC. She already knew she liked On, so she figured she would just try on a few pair and grab something to take care of her feet. While we were waiting in line she started browsing the website to find what she may want. The doorman was nice and apologetic to us for the wait, which was a good start, but that's the limit of the pleasant experience here.

Literally nothing my wife found online was available at the store for trying on. Ok, fine, she says, how about this one on display here in my size... Nope, that's not available.

The actual attendant "helping" us seemed like she was doing us some sort of favor just for being there but offered nothing to try on or any alternatives. We must have been interfering in her day by asking her about what models she actually had in stock in my wife's size. It seemed like a joke to her that we would ask for these shoes in the flagship store. She tells us we can order what we want online and get "special" shipping by adding a code to get the shoes to us in 5-6 days. This was her answer for everything.

What's the point of us coming here? Why have a store if you're just doing online sales?

If you have to send your customers online to buy the shoes they are looking for, you are not a "flagship store." At best you're a really poorly executed concierge experience. Try carrying actual stock in what you are selling so you can sell shoes. That seems to me to be the business you're trying for, but failing miserably at.

I'll pass...

An Unacceptable The WORST Experience at Cloud 6 – New York’s Only Store!!!

This was by far the worst retail experience I’ve ever had.

I visited the only Cloud 6 store in New York and waited more than 20 minutes just to find someone to assist me.

I ended up purchasing a pair of shoes but suspected the fit was too small. I returned to exchange them and made a point of telling the cashier about the extremely poor service. She couldn’t have cared less.

But it gets worse: when I got back to my hotel, I discovered that they had packed two left shoes in the box.

We immediately tried calling the store — no one picked up. When we finally got through to someone, we were placed on hold for 35 minutes. After calling back again and AGAIN - explaining we had a flight to catch, the response was shockingly dismissive: “Just bring them back.” No help, no understanding, where is kindness??

No apology. No ownership. No attempt to make it right.

This wasn’t just bad service — it was complete indifference. I would strongly discourage anyone from shopping at this location. The staff are poorly trained, the customer care is nonexistent, and even the brand’s overall handling of the situation was disappointing. Haven’t still sold my current case- I have no idea what to do with the 2 left shoes that I have paid 170$!!!

Cloud 6 needs to take a serious look at its operations, retrain its staff, and start seeing things from the customer’s perspective. This kind of experience is unacceptable — in any store,...

I was treated very dis respectful of one of the sales lady , very racist . I approached her with high manner respect and professional decent way asking for my size . She told me wait for my size in a few minute, so me and my friends waiting until an hour , but the said sale lady keep going around entertaining other customers, until I ask her once again , follow up my requested size, I saw her in a room with some other sales persons talking , seems hiding ,avoiding me and then her response is what İm requesting ? So inshort I’m waiting for nothing. And then she did not care even facing me , how she was rude to me , instead somebody came to me to give my size after I raised my voice ! Very racist , I’m Asian customer , your manager or supervisor should teach and train your sales person / crew how to deal and handle your customer with high respect too. Because at the end it was a reflection of a weak leadership to your part . Try to be nice to every one , she should need to go back to school to learn more . Make the world a place with respect to all kind of human . I Still buy /!pay the shoes to show her that I can able to buy your shoes in cash .Hoping this kind of racist act will not happen again , tell your staff make this world a better place . Avoid being so racist. !!! ( oct 12, 2024 at...