Maxfield — Local services in West Hollywood

My most recent experience here was harrowing. Any time you're at Maxfield, a floor salesperson will follow your every motion around the store. A young lady was shadowing me so I decided to ask her questions about the clothes as I was looking around: "Do they use beeswax on this leather to make it stiff and shiny like this?" "Does this jacket smell this way because it's made of hemp?" "Which of these brands of boot makers do you prefer?" "Do you think people are willing to pay a premium because these clothes are like pieces of modern art?" "How did you end up working at Maxfield?"

The saleswoman who was helping me kind of answered my questions, but it didn't seem like she was used to answering questions.

As I was walking around I said hello to one of their (many) security guards. He seemed surprised, so I asked him if anyone had said hello to him in the store before? He said I was literally the second person since he'd begun working there. Perhaps I'm too friendly to be their normal clientele. Maxfield is not a 'hello' kind of place.

I was sitting on an ottoman looking at a large book by one of their designers when a middle-aged woman approached me. Looming over me, arms crossed, she began questioning why I was in the store, "I understand you have some questions. [Saleslady] said you've been asking some unusual questions." So I asked her what the designer had done to make the leather on a certain jacket look and feel the way it did. She said, "It's horse leather." Annoyed, angry. By her curt answers, she made it immediately clear that she had a problem with me. She said, "Your questions are extremely unusual. We don't look kindly on people from the industry posing as shoppers to gather industry information."

I was really embarrassed - how could I prove that I'm not a spy? I could say I'm not a spy... but that's exactly what a spy would say... I was extremely uncomfortable to be subjected to this kind of scrutiny and paranoia. I tried talking to this woman, hoping she'd believe me, but after a few minutes of inquisition it was clear she wasn't going to leave me alone. She was still angry and I was shaking in my boots. I was sweating because she came at me unexpectedly, fixed me in an unwavering stare, began questioning me and wouldn't let me go.

After talking to her for about five minutes she had made it clear I was no longer wanted there. I was mortified and shaken as I left the shop. One of the most bizarre and embarrassing experiences of my life.

After leaving, I called their store and left a message for their general manager. I have not received a reply from the manager.

I cannot recommend to anyone interested in looking at clothing or asking questions about clothing to shop at Maxfield. You are unwelcome there and you will...

I tried to use a $1,000 gift certificate I was generously given by a friend at Maxfield, but was met by an unhelpful employee who had to call the manager, Jonathan Rimer, over for assistance. Jonathan told me the gift certificate had already been used. I gave him the contact info of the friend who gave it to me to confirm the purchase. He casually looked through page after page of handwritten gift certificate numbers. I was then told I needed to provide 'proof of purchase' or they would not accept it, obviously implying I was attempting to use the same gift certificate a second time. He asked me to provide my friend's credit card statement proving he had purchased the gift certificate which I was mortified to do, but complied.

We proved the gift certificate had not been used and days later Jonathan reached out and unapologetically confirmed it was an error on their end made by a "new employee." I told him this whole ordeal of trying to prevent us from using a gift certificate at his store was unacceptable - you cannot take $1,000 and then simply refuse to redeem it. Jonathan initially offered to compensate and asked, "what would make you happy?" I suggested a one-time 50% discount on any one item. He said no and that he would instead refund the gift certificate in full. And so he did. Apparently, he was just over the situation and didn't want to deal with me anymore...which is absurd given he tried to scam me out of $1,000.

I have been in retail for the last 20 years and I know a thing or two about customer service. This...

I’ve had the pleasure of shopping at Maxfield on two separate occasions, and both times I was lucky enough to be assisted by Jamie, who is nothing short of a rockstar. From the moment you walk through the door, Jamie brings a level of warmth, professionalism, and expertise that instantly sets the tone for an unforgettable experience.

She is incredibly knowledgeable about the store’s curated selection, deeply personable, and has a remarkable gift for building genuine connections — not just selling. Jamie doesn’t just assist, she orchestrates a seamless and bespoke shopping experience. What truly blew me away was how she navigated the often overcomplicated Chrome Hearts process. She thoughtfully bypassed all the typical noise and delivered exactly what we needed, with zero friction.

Jamie also effortlessly managed both me and my best friend during our visit — a task that could’ve easily been chaotic, but instead felt smooth, elevated, and thoroughly enjoyable. It’s rare to find someone who can balance style expertise, attentiveness, and true hospitality with such grace.

Maxfield is a legendary destination on its own, but Jamie elevates it into something even more special. I can’t recommend her — or this store — highly enough. Looking forward to...