White House Black Market — Local services in Newport Beach

I came to this location to return a dress I purchased online today. The dress didn't fit well, so I followed the return instructions provided on the website. I even received a return barcode, which I brought with me to the store.

From the moment I walked in, the associate's approach felt more like a sales pitch than a customer service interaction. She used language centered around loss aversion and insisted I was "missing out on discounts" by not having a WHBM profile. It was incredibly pushy and off-putting with her condescending tone. If I wanted discounts, I would have signed up before ever stepping foot into the store.

I asked if she could search the dress by the order number and she said no and that I would have to provide my information. I felt pressured to do so and provided my information reluctantly. After that, she acted irritated as though I was inconveniencing her. After fumbling with the register, she claimed the item was final sale and it could not be returned or exchanged. I showed her the return barcode the WHBM system provided to me on my phone and she reiterated that it was final sale and that she couldn’t take the item.

It was painfully obvious that this associate did not want to assist me. Whether it was personal annoyance, bias, or because of my Iranian last name (through marriage), I don’t know. When I said my married name, she looked up at me and gave me a “look.” I left the store feeling judged and completely disrespected. That should never happen to anyone. This is the first time this has happened to me with my new legal name.

After leaving the store, I realized it was a blatant lie and she gaslit me. I checked both my email receipt and the product listing online, nowhere did it say final sale. When I called customer service, the gentleman said that it was not final sale and I should have been able to return the dress.

What I experienced was not just a frustrating interaction. It was deceptive and felt discriminatory. I can't help but wonder if my Iranian last name (through marriage) influenced how I was treated. Sadly, I didn't not get the associates name but she was an older woman that had wiry, wavy, and somewhat reddish brown hair. I would not be surprised if it’s the same bigot that other reviews here are talking about.

For the record, I went to another White House Black Market location (Tustin Marketplace) shortly after and returned the dress with zero issues. The process took less than two minutes and the associate was very kind.

The contrast between the two stores was staggering and it confirmed that what happened at the Newport Beach/Corona Del Mar location was not a misunderstanding, but a deliberate choice by an employee who clearly should not be in a customer-facing role. Racism is a terrible thing.

Hope she has the day...

I called this location to inquire about a top I’d seen online that their location was supposed to have in inventory per the website that wasn’t available in Texas. Within one minute on the phone she stated they didn’t have the item, and it must have been a return. I knew at that point she didn’t even take a lap around the store to see if it was there or try to find another available in the area since I was flying in that weekend. Because of her lack of customer support I went ahead and ordered it online for customer pickup to see what would happen. Yep, in an hour it was ready for pick up. I came instore to pick up the top and once I gave my name, I could tell they remembered me per the phone conversation and were deflecting about how this was a returned top. I thanked them and let them know I appreciated the fact I could pick up the top at their location and it was a perfect fit. Literally no small talk, no smiles, no thanks for stopping in or have a nice day! I asked if I could get change for a $20 since we needed valet tips at the hotel. The manager gave me a look like I was going to hold up the store when they opened the register and let me know the grocery next door could probably get change for me. I am Caucasian and was staying at the Waldorf, but was dressed casually. After reading other reviews I have one final thought for these ladies, I think you might want to consider retirement so women with with a passion for retail and customer service can...

On Friday 09/20/24 at approx 3 pm . I was a customer at store corona Delmar in Newport Beach .a female worker commented her on her attire . I say something very nice to her ( you look beautiful and I love your necklace)then I ask her how I look ? I just friendly and make Friday happy for everyone.her response was * your dress codes like it cost $5,$10 * I was sock . She say this make me disappointed and I feel insulting.. this dress very expensive and nice . This new dress and first time I wear . Next assured, this was not a misunderstanding on a faiwork of understanding. It was intentional and hurtful. All of this can be verified by your manager on duty . Tried to diffuse the situation but the damage was done. I’m at a loss to explain the workers works was stopper snobbery, racism ( I’m Asian ) or ? May be she live rich areas but don’t matters.. who care ? I’m a loyalist customer.. I been ( this branch) many many time and shopping .. I feel my feeling so painful now .. racism .. never comeback .. I hope the owners need training them worked stop treating customers...