Fillmore & 5th — Local services in Palo Alto

I've been a loyal customers here for years, I do love the clothes and most of the time my consignment got sold out very quickly. There was a few times all items i brought in were accepted too so it makes me feel that I have a similar taste with this store in general, you know, which made me very happy that i finally found my "store". But recent experiences made me want to leave some comments here and remind others who want to consign here.

1. A few months ago one of my dresses (Alexandra Wang) consigned here went missing, and i had to call several times to figure out, yes, there is no one following up with you if something just disappeared. In the end they sent me a check around $20, and I did let it go.

2. Last month I sent a few consignments, they accepted most and second day i got an email saying one of the items was not accepted after a "second look", i had to pick up right away otherwise it'll be donated. I had to call and explained that i was traveling, they gave me 10 days to pick up. The point is - it's really inconvenient from a customer's perspective. If you decide that the item is not good after a second look, at least send to me for free.

3. The worst experience happened today, which is why i am leaving this long comment. I understand that it's a lot of items for them to process everyday and mistakes could happen. However, one of my items - a knitted sweater (around $120) got missing again. A few weeks ago i tried to pick it up when I was in store, and they insist the item was still there in the store but it takes time to find it, so i didn't say anything but i really didn't see the sweater anywhere. Then yesterday I called and told them i need to pick it up if its not sold, because the due date is 2/16 which is today. They told me it's still in their system so they'll find it and i can pick it up. When I went to the store this afternoon, one of the the store assistants told me its not there anymore, she said she remembered I picked it up last time, and suggested me to check in my closet, which I immediately disagreed. I almost remembered every of my consignment items - especially if its special. This sweater is in a special shape and if its in the store you'll see it right away! And if i picked up, why the system didn't show that?! That assistant was super rude and she was like, ok just so you know, we are not liable for anything lost, its in the contract, blabla. I asked to talk to the manager - who is a very arrogant lady, she tried to say the same thing - oh i remember you were not happy with the price, and you picked it up. OMG! This is not crazy because this is dishonest, and lie. If you lost my items, I can understand, but I can't understand if you LIE TO MY FACE. People make mistakes and I get that, if you can be honest with your customers, i have no issues because I still want to buy and consign here, but i can't believe 2 of them lie to my face and try to blame me. The manager decided to give me a check and cash this out but still, she was very unhappy and she sounded very condescending, it feels like i owe them, instead they lost my sweater. Even you are not liable in the contract, you should still not lie or try to hide the fact. I am not sure if others had similar situation but i think 1) this store needs a better system to keep tracking of things 2) Definitely needs a better customer...

Wow. I cannot believe how poor the customer service and communication is at this store. I never write reviews, but I left this store fuming after interacting with an employee here with green hair. Today was my first and last day ever coming to this store.

When I first checked in, I saw that 5 people were ahead of me. I didn't mind waiting, but since I had other time commitments today, I asked how long it would take roughly. The employee with green hair told me at least 30 minutes, which was no problem. I went to go get some food while I waited. About an hour and 15 minutes later, I came back to the store and saw that my name was next to be helped. I went up to the counter and stood there while employees joked around and didn't attend to the clothes at hand. I love a positive work environment myself, but when you have a queue of people patiently waiting at least hussle. About 5 minutes later, the lady looked at me and then rudely snipped "has your name been texted yet?" I told her no, but that I saw I was up next (keep in mind this was my first time here and had no idea what the protocols are supposed to be and there's an option to have your name called so I don't know what her problem was). At this point, I realized she seemed agitated with me so I walked around the store for another 15 minutes shopping around. When I came back she was talking to a customer sitting on a bench next to the counter, and tagged about one clothing item every 45 seconds. There were two colossal ikea sized bags of clothes left, so at this point I grabbed my things and left 1.5 hours after my initial check-in time.

I had designer Rag & Bone boots with me, two pairs of lululemon leggings and leather Anthropologie boots. I'll just sell them myself. Either hire more employees or at least hire staff that have the decency to greet people hello and let them know that they're sorry it's taking awhile, but that they'll be ready in "x" amount of time. I work in the medical field and I understand how intense patients/customers can get, and that sometimes you're understaffed/busy. But you still have a responsibility to be respectful and...

I have been here a total of (3) times - the first time great and then got progressively worse. The prices were fair and I sold a great deal and got back a fair amount compared to wasteland and buffalo exchange and esp 2nd street in San Francisco, all low ballers when it comes to selling luxury fashion. Veronica told me today that I seem so unhappy after she offered me $35 for a pair of Chanel sunglasses. She also appeared to have a resentment towards me from the second time after I dropped my Alexis bittar choker which is one size in the fitting rooms. She said that I accused them of taking my necklace??? I’m wondering why she so u fairly low balled my Chanel’s after it seems the prices are now higher for purchasing. I also asked her if she saw my necklace and she said no and so when I went to reach for it in my bag she laughed and smirked at it and said oh we already saw that. I was like I just asked you and you said didn’t? They seem very resentful of me and I dont know why. I am equally a great seller and a great buyer. They have taken the fun out of my selling and now I am scared to go their. I hope to not become bitter and hateful like those two today - Veronica and her new assistant regional manager. Speaking so much Spanish In front of me I did not know they were low...