Franklin & Poe — Local services in Philadelphia

I bought one my first decent pair of jeans from here in 2017 and have been a loyal customer since. My experience with the shop has been an genuine mixed bag - the three-star headline doesn't capture the whole picture so read on!

If you're reading this, you're probably in the market for new, higher end raw denim: this is the place for you. They stock a great selection of both house name and (slightly) lesser known brands at a range of price points. They really do a phenomenal job with their products - I've never walked in there and not bought or wanted to buy something. While this is primarily a denim shop, they do carry a similarly solid clothing selection - honestly, the curation is truly top notch.

The buying experience has always been great - the in store experience is awesome. This is the only place within 50+ miles you can really try on decent raw denim so they could phone it in, but they don't! The atmosphere is good and low pressure. Staff are a bit of a mixed bag - I've had some really amazingly passionate, knowledgeable folks that educated me and introduced some of what later became my favorite styles/brands/fabrics and then others that were about what you'd get at a mall brand retailer.

Where things turn south - and in my specific case, very south - is literally the second you walk out the door with your purchase. Service is just horrible - I've had every issue over the years: repair shop losing jeans, botched size exchanges, repeated (3-4) trips to fix the same issue, etc. Each one was explainable in insolation but taken together it's a pattern of systemic failure. I've never had a minimally acceptable service experience and, collectively, dealing with the service issues has cost large amounts of money and time.

I wish I could give two ratings: the purchase and post-purchase experience because I would really give 5+-stars to the former and 0-1 to the latter. I think it says a lot that about the bright spots of this place that, despite consistently bad service, I'll continue to shop here for new jeans and recommend you do too as long as...

I recently purchased a pair of shoes from Franklin and Poe, and I must say, their customer service has left a lasting impression on me. From the moment I placed my order, the process was seamless, guided by the efficient use of the SHOP app. I was kept well-informed with prompt order confirmations and regular tracking updates.

However, when a hiccup occurred — receiving a different model/colour than what I ordered — the real test of customer service quality came into play. I reached out to their team, and was promptly assisted by Reed, who handled the situation with utmost professionalism and courtesy. He not only apologized sincerely for the mix-up but also assured me that the correct item would be sent immediately.

True to his word, the correct pair of shoes arrived swiftly without any further inconvenience on my part. It was refreshing to see a company take full responsibility and ensure customer satisfaction without hesitation.

I am thoroughly impressed by Franklin and Poe's commitment to their customers, and I will certainly continue to shop with them in the future. It’s rare to encounter such a dedicated and responsive customer service team. Highly recommend to anyone seeking a reliable online...

Absolutely love this place, they saved me so much time, money and heartbreak, and I wish I could give them 10 stars. They had so many cool, rare boots, in stock and available to try on. I have a lot of trouble fitting most boots, sizing is all over the place with handmade boots, lead times can be 6+ months on custom orders. I was able to try 10+ pairs from at least 5 different boot makers. Sadly none fit me, but again, at least I'm not paying return shipping, or waiting 6 months to find out they don't fit/work for me. The long haired guy has the patience of a saint in particular, never once seemed frustrated bringing me box after box trying to find something that worked for me, the other employees were all nice as well though. I drove there all the way from New Hampshire to be able to try things on and hopefully find something that works for me, and while it didn't work out, I don't regret the trip. The entire store is just cool, they sell a lot of high end stuff that you just want to try before you commit to spending that kind of money and I don't know of any other place where I can just walk in...