Vince — Local services in San Francisco

I don’t think I’ve ever written a review about a retail store before or even taken them seriously. That’s why when this store was rated 3.8, I ignored it. But yesterday I came in with my bf to make a return/possible exchange and basically had the worst customer service. I was doubting whether I was making it up in my head but when we left the store, my bf said “wow they were unbelievably rude.”

There were two women working there and when we entered the store, they said “you can come in after you use our hand sanitizer” then were watching to make sure we did even though their hand sanitizer bottle was basically empty and I had to pump it multiple times before I could get even the smallest bit. I was drinking a coffee and while looking at clothes they told me I should set my coffee down. Everything they said/did was reasonable but the tone used was very rude and condescending. There were no signs of friendliness or pleasantries. Then when I was trying to make my return the manager was seemingly very annoyed that I pulled up the wrong email for her initially.

The vibes we got were so unpleasant that wedidn’t even want to shop at all. when we left the store, I looked at the previous reviews here and realized that this seems to be a pattern (and yet for some reason, this woman is still someone who works for/represents Vince). It Is really disappointing to have had to deal with her (and the other associate who she must have trained to have the same attitude) since all my experiences at other Vince stores have been so much better. Would try to avoid coming to this...

My experience at this store on 10/27/23 was so disagreeable that I am leaving a public review so others don't waste their time with this store. This review specifically concerns the store manager, Emily, and her assistant, who are two of the most unpleasant salespeople I have ever interacted with.

I received a Vince item on 10/26 and visited the store the next day to return it due to sizing issues. The assistant and then Emily, proceeded to give me the runaround on how the dress was purchased on sale and thus, it was a final sale item and not returnable. Nowhere on the website or in my emails was there any note of the item being final sale and non-returnable. Emily interrupted me to emphasize that she's worked at Vince for 10 years and has never taken back a sale item. During the entire exchange, both Emily and her assistant were downright rude and aggressive. When Emily realized I wouldn't meekly concede and I would take it up with corporate, she later called me and said she spoke with her colleague Rebecca and was willing to take back the item for store credit only.

I reached out to Vince corporate asking for clarification, and they then informed me that I was indeed able to return the item for a full refund. Everything that Emily told me in store was incorrect. At best, she is confused about Vince's policies (despite being there for 10 years), and at worst, she is actively misleading customers.

My negative experience with this store does not seem to be an isolated one, based on similar previous complaints on here and Yelp. I will not be visiting...

I just had the most amazing experience at the Vince store. And honestly, I don’t quite understand how this team could receive negative comments.

First, you have to make an appointment to enter the store, due to Covid and I didn’t know this. I showed up without an appointment and Emm, the Store Manager let me in anyways.

I had to go to the store because I had an issue with a pair of pants I bought online - they were too big and I was going to return, then go home and order the correct size online. Emm and her team found the last pair and recommended that I try them on just in case. Unfortunately I’m between sizes. The smaller size was a pinch too tight, but Emm and her team recommended that I go with the smaller size anyways due to the fabrication and that the pants would “give” a bit after wearing. On top of that, they asked if I needed anything else, which I didn’t, but I ended up ordering another pair of pants from them because they mentioned the holiday promo. I was planning on buying them once I got home, but doing it in the store was hassle free. It wasn’t upselling at all, it was simply nice people helping me out.

I do most of my shopping online these days, but it was so nice to be helped by a great team of folks, who weren’t pushy!!! I seriously don’t understand how people could comment that they are rude. That’s the complete opposite experience I had. In fact, I’m much more likely to make an appointment to go in store rather than buying online because they were that helpful!

Thank you, Emm! I look forward to...