TerraLoco — Local services in Rochester

👟 I've changed my 1 ⭐️ to a 5 ⭐️ and am sharing why:

I left a snarky 1 star angry review of the store due to buying a pair of shoes that were not exchangeable. I was never informed that the shoe model I was buying in particular was on clearance and therefore not exchangeable. When I came back in weeks later after deciding they didn't fit exactly right, I was told sorry, they couldn't do anything about it and store policy. I was furious and left my review- in the morning I received a response from the store saying that they DID offer an exchange which made me even more upset because that had not been my experience the other evening.

So I called up the store and became that person : "Can I speak with a manager please?"

Malorie listened patiently and actively and told me she could make a one time exception for this situation since I wasn't made aware of the store policies when purchasing the clearanced shoes. She was empathetic and easy going about the whole situation and I appreciate her help SO MUCH. The store is very lucky to have her.

She went above and beyond to make things right. Wyatt was also very kind when I came into the store today to make my exchange and made sure the shoes fit. ✨️ customer service that is top notch!!!

➡️ Overall, I was wrong about the store, they are not "money hungry" as I had previously stated. ⭐️⭐️⭐️⭐️⭐️ stars, do yourself a favor and get your shoes from Terraloco.

🏳 I deleted my first review for length purposes. Otherwise this would have been a novel. If you got this far, Thanks...

I typically don't write reviews, however, felt the need after this experience. We went in shortly before 7 and all staff were helping others guests, I think two or three working. We looked around for a while at shoes, sat for a while, and nutrition. After waiting, someone approached us and asked if we needed help. I said, yes, we are looking for shoes for him, (my 8th grader who is in Cross Country). She said, "I'm sorry, we close at 7 and I have a meeting at 7:30" and walked away. After I picked up my jaw off the floor, I was COMPLETELY shocked at her demeanor and lack of care. As we walked out, I said, "Maybe you should consider staying open later one evening" and she replied, without a care, "we tried that and no one showed up". Really? I am here right now, and you are escorting us out the door, oh wait, not even escorting, just asking us to leave. It was an unbelievable experience. As someone who values small, locally owned businesses and goes OUT of my way to purchase from them so that we may continue to have a great community I was shocked. Unfortunately, this is why so many stores are forced out of town by large retailers that are not local. She also added, "I don't know why so many people are still here, we had a 5K tonight so maybe that's why". It was awful, other guests noticed and watched and listened. I have previously purchased here and shopped here and was looking forward to bringing my son and gearing him up for CC. Unfortunate experience for an otherwise...

The saleswoman helping my young daughter was helpful and knowledgeable. Excellent service. It was strange, then, that she was rude and dismissive of my questions. She rolled her eyes when I asked if there were options on sale. When I asked if a shoe would allow for my daughter's foot to grow some, she said, "I already told her the shoe is narrow. All 9s fit the same lengthwise." A few minutes later she said a different brand runs a hal-size small. Both statements can't be true. Since I was the one paying, I felt I had a vested interest in the transaction. The saleswoman apparently felt different. Very strange. The jury is out if...