Aerie Store,

11800 West Broad Street, Richmond, VA 23233

"I purchased a pair of leggings at this location, went back to return them a few weeks later as the sizing was absolutely awful and the girls at the register told me they cannot accept the return as they do not sell those leggings here. I literally bought them at that exact same store and when I told them this they essentially ignored me and would not help me. Aerie has a great return policy which this store is not honoring, I have never had issues returning items to any other aerie store. I am now out $25 which is super frustrating"

"The employees at short pump always go out of there way to help with everything while I'm there! They are friendly and always tell me about current and upcoming sales."

"I walked in and no one greeted me, which is fine. When two girls (who happened to be smaller than me) walked in behind me, they were greeted and were helped immediately. Definitely prefer the offline by aerie store."

"One extremely rude employee (featured on IG aerie_shortpump 02/05) that walked on my heels and then ignored my friend and I but gathered with other employees at the front of the store despite myself and others needing assistance. Then several employees that either didn’t want to have customers in there or seriously lacked in social skills. One register was open despite like 5 employees. One girl was very kind and helpful and doing more than the others including opening dressing rooms. I’m fortunate I don’t live nearby bc I won’t be back. I wasn’t going to leave a review until I saw my experience wasn’t unique."

"Abbi (or Abby) at this location was incredibly rude to me and refused to apologize when I expressed my displeasure with her curt, dismissive unhelpful attitude and tone (I did not yell or use bad language in my complaint). She looked blankly at me and said she wasn’t being rude. All in front of a manager “just trying to close”. It doesn’t matter if you’re closing- do the basics of customer service and offer a customer an apology. I’ve worked retail/customer service for 15+ years- that was childish and embarrassing for you brand. A team member who is flat out rude and a manager who doesn’t manage. Which is such a shame as this location was newly remodeled and every other time I’ve been here staff was kind. That was not the retail experience I expect from this brand/location."