The Row

"The customer service experience is just not there. Combine that with the snarky and condescending sales associates, I do not understand the need to be so impolite. All other negative reviews are ACCURATE and for a brand that is supposed to compete with other high end brands, I am just so thrown off. Tried on the margaux bag and took a picture of it because how will I know later on if I actually liked it and works on me? Not even 5 seconds later this snarky associate says to me “I’m going to have to ask that you not take pictures… we live in the moment here.” EXCUSE ME?? To the male associate wearing a cream sweater and khaki pants with the beard, on Saturday, December 23rd around 3:10PM, SHAME ON YOU. Ruined the entire image of the brand. Don’t know if Mary Kate and Ashley told you to be like this but absolutely disgusting."

"All the negative reviews are accurate. The doorman refused to let five of us (a doctor, three lawyers, and a tech executive) in because they don’t allow “large groups.” There didn’t appear to be anyone else inside. I guess they’re going for an exclusive vibe? Was looking to expand outside my go tos (eg Chloe and Max Mara) but will rule Row out."

"I’ve ordered a bag in Portuguese website version on 30.06, The Row sent it from US to Europe, the courier has counted 461,62€ extra duties and taxes!!!! By the words of The Row they are in charge to cover all the duties and taxes in such cases, but since one week The Row hadn’t provide any clear information regarding to the situation, every day I’m calling to your customer support and everyday im hearing one answer: “I have contacted to the relevant department but they didn’t reply”. I didn’t receive my order and I paid for it almost 1600€ ! AWFUL service! It feels like The Row is trying to push time as much as possible for client to loose patience and paid by himself! but I’m not going to pay for that! I’ve ordered from European website and my order had to be send from European warehouse not the US to avoid such situations! Anyway! I’m completely disappointed with the service and I haven’t received my order because The Row don’t care about their customers! Since one week I’m waiting The Row to solve this issue - no result, no respect. Only empty promises! Take your parcel back than and give me back my money in this case if you don’t want to pay charges from the courier!! UNACCEPTABLE !!"

"Unfortunately I had a similar experience at The Row boutique in both Los Angeles and NYC like the other negative reviews on here discuss. The Row is one of my ALL time favorite brands. I've had negative experiences over the phone when ordering products from the boutiques from the staff who seem extremely unenthusiastic about selling me anything and have very little knowledge of the brand. I feel like I have more passion about the history and quality of the brand than the employees do. I was shopping near Melrose on my vacation in LA. I stopped by the boutique and wasn't greeted by anyone which is fine. I browsed the clothing and finally found an employee to try on shoes. The second I took my phone out to check my messages an intimating guard(?) who was staring me down said "no pictures in the store". Mind you, there is no sign anywhere that states this. Shortly after two other people walked in and the employee helping me told them quickly "no pictures in the store." The rest of the time the guard stared me down like I was going to take something and made me feel very uncomfortable, so I left without purchasing anything. No goodbye or holding the door open for me. Nothing. I walked over to Bottega Veneta across the way and had a very pleasant experience with the staff who were happy to help me. This entire interaction was ridiculous. I work in the entertainment industry and was looking for a few things to wear to upcoming events. My mother is elderly and I'm thousands of miles away from her, so I don't give a damn about your unstated "no picture" policy. I'm going to answer my phone when I get a message from her. I'm an adult and can take out my phone from my $3,500.00 The Row bag I purchased a few months ago online. Ridiculous. It's extremely unfortunate because the quality of the brand and the make of the clothing and accessories are FAR superior to any brand. I absolutely love, love, love The Row's clothing. I have multiple pieces in my wardrobe, but my experience with the staff over the phone and in store will make me second guess purchasing anything. I should haven't to beg or chase the product. The price point of The Row is TOP luxury, as it should be for the quality, but I suggest worrying less about people taking a photo in the store or using their phones and focusing more on training the staff in customer service and knowledge/history of the brand itself and the products. I will always be a loyal customer, but I'll just be ordering online from now on, even when I'm in LA or NYC on business. I feel much more comfortable being able to take my phone out in the privacy of my home."