The Row — Local services in New York

Overall this store has serious racist and integrity issue. I will not visit this place again or recommend the shopping experience to anyone I know. The Row can definitely state this on your website that your high-end pricing strategy are only there for white dumb customers because this is how some of your team member acted like.

Today when I visited store, the woman sales gave me so many hard time and hard questions, like:

"I need the name of dress, otherwise I can not help you"(why? Now The Row doesn't prepare catalog on the device that every sales hold? How about well-train your team if they are not prepared to work?)

"3rd floor is man-stuff, you can not go there." (yelled in front of everyone and stopped me go visit. Speechless, is The Row NYC still in 1870 or your team all reached quota this month?)

"We don't have gown/dress in 3rd floor, you can not go there" (as I checked by myself, right after I asked another team member and they led me to 3rd floor directly, everything I need was there. I shared to the woman sales, that I was in store before to try gowns for wedding. That's why I want to visit 3rd floor so my husband can also share same information and we can discuss about it. I can not believed that The Row NYC team can lied to customer like nothing happen and put clients in hard...

I have been a fan of The Row for years, especially after they finally launched their men’s collection. Most of my purchases before had been online through third party retailers like Bergdorf’s or Mr Porter. That was until I purchased a pair of pants on The Row’s website. They accidentally sent me the wrong pair and I had a difficult time exchanging them through the online customer service folks. When I contacted the store directly they went above and beyond to take care of me. Going so far as to have their LA store overnight the correct pair to them so they could process the exchange in-store for me in time for my vacation. Malike the manager, along with the rest of the team, were so lovely to speak to and work with. I now almost exclusively shop for The Row in-store because it adds so much to the experience. The space itself is a piece of art and I find myself just wanting to stay and hang out with everyone. It’s unfortunate to see others feel the need to share such negative feedback about this place especially when I’ve experienced such thoughtful and authentic service here. All I can say is you typically receive what you put out into the world. I’m always excited for my next visit...

I’ve ordered a bag in Portuguese website version on 30.06, The Row sent it from US to Europe, the courier has counted 461,62€ extra duties and taxes!!!! By the words of The Row they are in charge to cover all the duties and taxes in such cases, but since one week The Row hadn’t provide any clear information regarding to the situation, every day I’m calling to your customer support and everyday im hearing one answer: “I have contacted to the relevant department but they didn’t reply”. I didn’t receive my order and I paid for it almost 1600€ ! AWFUL service! It feels like The Row is trying to push time as much as possible for client to loose patience and paid by himself! but I’m not going to pay for that! I’ve ordered from European website and my order had to be send from European warehouse not the US to avoid such situations! Anyway! I’m completely disappointed with the service and I haven’t received my order because The Row don’t care about their customers! Since one week I’m waiting The Row to solve this issue - no result, no respect. Only empty promises! Take your parcel back than and give me back my money in this case if you don’t want to pay charges from the courier!!...