FEATURE — Local services in Paradise

Really tough this go around. I’m a Vegas local who’s loved frequenting this store and spent a good amount with them. Usually my staff interactions are fantastic, especially on the weekends, but customer service is the most crucial element to any local business and these guys dropped the ball hard on my most recent visit with an issue I had.

I’d bought a Casa Blanca shirt that was my second option to the one they were out of, nonetheless super dope. I’d had issues before with Casa Blanca shirts when purchasing from certain retailers who don’t always put them in the secondary bag. This time around I bought and didn’t pay much attention, when I got home and put it on, I saw it had small marks in multiple places, my wife pointed them out. I had bought it only 2 days prior so I thought I’ll think about it and if they seem enough to the point I want to exchange I was going to bring it back and get an exchange. I had the tags, receipt and 2nd store zip bag. I tried over the weekend to gently hand wash the shirt, it didn’t remove these weird yellow-ish tinted stain. The arm areas looks like they had th same.

I figured “Ok, I’ve been a solid customer here, I’ll go back and try and get an exchange, should be simple when buying a high ticket item.”

Getting to the store, a young guy was manning the register and immediately before even checking the item gave attitude and questioned all the items of proof I’d brought in. I said I’d been handed the item in their bag and didn’t have a secondary cover bag. The kid continued to act skeptical almost treating me like some scam artist and disappeared saying he's going to check cameras with the manager and show me that I was mistaken.

He merely comes back and says “yeah, no. We’re not doing anything.” I asked if he checked the cameras and I could see to confirm. He said no and pretended like nothing happened.

Look, I work in hospitality. Whether a retail store or a doctors office, have some grace and treat your customer right. Show me that I was wrong or something happened, but to be dismissive, not allow dual due diligence…just doesn’t cut it. Management should have addressed it personally with me but chose a really shitty way to end things when there are myriad other ways it could have been addressed better that would have left a much better taste in my mouth leaving.

Service is king. Do better.

update

Crickets on Features end and not even an attempt at a response to show some sort of effort for one of myriad local customers who spend serious bread here.

Hey Feature! I’m a hospitality consultant for anything from Fortune 500 companies to Michelin starred operations; reach out and we’ll dial in your lack-luster, much left to be desired approach to hospitality and true, intentional and thoughtful service, just because you’re retail doesn’t mean you need be completely out of touch with the...

TERRIBLE EXPERIENCE SHOPPING WITH AT FEATURE AND EVEN WORSE CUSTOMER SERVICE. **REFUSED TO ALLOW ME TO RETURN A VERY EXPENSIVE ORDER DUE LACK OF PRODUCT INFO ON PAGE AND INACCURATE / NON EXISTENT COMPANY RULES.

I PURCHASED 2 PAIRS OF PANTS( RHUDE, LEON DORE) FROM THEIR WEBSITE *(which doesn't list sizing measurements on any of the item pages). NOR "FINAL SALE NOTICE OR NO RETURNS OR EXCHANGES"

SECONDS UPON PLACING THE ORDER A CUSTOMER SERVICE REPRESENTATIVE TOLD ME I COULD CANCEL THE ORDER BECAUSE IT IS AUTOMATICALLY SET UP TO SHIP AFTER MAKING A PURCHASE BUT THEY ASSURED ME THAT ICOULD RETURN THE ITEM FOR STORE CREDIT IF I HAD ANY ISSUES WITH THE ORDER VIA THE COMPANY WEBSITE IN RETURNS SECTION. UPON RECEIVING MY DELIVERY AND NOTICING THE FIT OF BOTH ITEMS WAS ALOT SMALLER THAN PREVIOUS ITEMS OF THE SAME SIZE AND BRAND THAT I PREVIOUSLY ORDERED FROM THIS SAME COMPANY.

I PROCEED TO GO THROUGH THE PROCESS OF SETTING UP THE RETURN ENTERING MY ORDER NUMBER AND SELECTING THE ITEMS WHICH WERE ELIGIBLE FOR RETURN AS THE COMPANY WEBSITE PROMPTED ME TO SELECT. FOLLOWING A MESSAGE THAT ME RETURN LABEL IS BEING PROCESSED AND I WOULD BE RECEIVING IT SHORTLY. THE FOLLOWING DAY I RECEIVED AN EMAIL SAYING MY RETURN REQUEST WAS CANCELED. WHEN REACHING OUT TO CUSTOMER SUPPORT TO ASK THE REASON I WAS TOLD THAT MY ORDER WAS NOT QUALIFIED FOR A RETURN AND I COULD NOT RECEIVE A REFUND. AFTER BACK AND FORTH I WAS TOLD I COULD ONLY RECEIVE STORE CREDIT. AFTER FINALLY ACCEPTING TO TAKE STORE CREDIT INSTEAD OF BEING STUCK WITH EXPENSIVE ITEMS THAT I COULD NOTT RETURN. I WAS TOLD THAT MY ITEM IS FINAL SALE AND THAT I COULD NOT EVEN RECEIVE STORE CREDIT. AFTER HOURS OF BACK AND FORTH VIA EMAIL AND PROVIDING PROOF OF PREVIOUS CONVERSATIONS WITH FEATURE STAFF GUARANTEEING ME THE ABILITY TO RETURN MY ITEMS FOR STORE CREDIT. THEY THEN WENT BACK ON THEIR WORD AND REFUSED TO ASSIST ME WITH A SOLUTION RESULTING FROM POOR CUSTOMER SERVICE AND INACCURATE PRODUCT DESCRIPTIONS AND MAJOR COMPANY ERROR.

I EVEN PROVIDED SCREEN SHOTS OF THE ITEMS OF THE PRODUCT PAGE PERTAINING TO THE ITEMS I AM ATTEMPTING TO RETURN WHICH DID NOT SHOW AND SIZING MEASUREMENTS OR ANY LSTING OF FINALS SALE, RETURNS OR EXCHANGES. COMPARED TO OTHER ITEMS LISTED ON THEIR SITE WHICH CLEARY STATE THOSE RESTRICTIONS IN LARGE BOLD LETTERS. THEY WERE NO HELP AND REFUSED TO LET ME SPEAK TO A MANAGER. THE COMPANY HAS A PHONE NUMBER LISTED ON THEIR SITE WHICH DOES NOT WORK OR IS UNATTENDED. THE ONLY MODE OF COMMUNICATION IF NOT PRESENT IN AREA OF THE PHYSICAL LOCATION IS EMAIL. I WILL BE CONTACTING MY BANK AND THE BETTER BUSINESS BUREAU TO VOICE MY CONCERNS ABOUT STEALING THE HARD EARNED MONEY OF THEIR CUSTOMERS . WHICH IS DEFINITELY ILLEGAL. YOU'VE LOST ANY FUTURE BUSINESS FROM ME.

!!! definitely do not recommend shopping here.!!! SPEND YOUR...

I bet most times when you buy from this place it will be fine. I have no doubt though that this place is not completely upstanding. I bought a pair of vans tri check as soon as I saw them, stock was fine online based on the webpage. bought and paid for immediately.

sent two emails asking about shipping. almost a week later I get a response saying they "thought" they had my size in stock but it is now not in stock. They arent actually saying what is happening they just say, they dont have it any longer. so basically, they disappeared.

or it was stolen. OR it was probably saved and given to someone in person. either way, i do NOT believe them when they say they were so busy it got lost in the mix, because that would mean a pair of shoes just literally disappeared AFTER they had them. LOL

My first pair of kicks bought from this place also took a while to ship so...yeah i would not trust this place, and obviously would never buy from them again. I CAN say they returned my money REAL fast lol.

TLDR: i do not trust them 100% and they probably back door highly coveted items. i cant prove, but they never got me my tri checks and it took a week to tell me they ...disappeared. lol i cant stop laughing and...