rag & bone — Local services in New York

I bought a pair of pants from this store (close to $400) in April 2024. After only a few wears, the seams started coming apart. I returned to the store to show them the damage and they told me it was a quality issue and then pushed me towards online to resolve it. They assured me it would be quicker and more straight forward through the website.

Almost a month later and it has been a total nightmare. I was promised the replacement pants would be sent immediately once my damaged pair started shipping. Over a week after I shipped them, and after they've received them and signed off on them, there has been no replacement sent. They are ignoring my emails and keep sending me in circles in their chat support, telling me it'll be 1-2 business days.

I was sold a defective item and have now been scammed out of that item by their customer support team. Do not trust their quality guarantee and consider this before making a purchase unless you don't mind...

I visited this store with a friend who was visiting NYC. Shortly after entering, we had an off-putting interaction with two sales associates. Upon seeing we had just shopped at Le Labo, they proceeded to disparage that brand as 'basic' and 'overrated' while pushing their own fragrances. My friend was really excited to visit Le Labo as part of his NYC experience and this interaction caused him to feel embarrassed about his excitement.

This type of negative selling tactic, trying to put down other brands to make a sale, felt unprofessional and quite frankly, gross. Rather than highlighting the merits of their own products, they chose to criticize his previous purchases. We left and took our business elsewhere. I would strongly recommend that management train their staff on more positive and welcoming...

I do like this brand but not this store. I purchased jeans over $200 and a metal button snapped off on the second wear. This store did me “the favor” of repairing them with no offer to ship them, it took 3 weeks, and the salesperson was not nice about it asking “if you washed them” and when I said yes of course then said “they feel a bit damp” and ready to tell me to come back with them when dry lol she saw how angry I was getting and took them. If I had bought at Bloomingdales they would have given new pair or refund no questions asked…which is why I really try to avoid boutiques, but one would and should expect a brand as big and recognized as this one would stand behind that brand and be embarrassed and apologetic about faulty merchandise. Last time I ever go...