Fjällräven Brand Store

"EDIT: I'm keeping the original review below for posterity, but the store manager reached out to me and made things right so I've updated my rating. I really appreciate it when managers are willing to do that, and mine turned out to be a pretty straightforward fix, so thanks to management for contacting me! ORIGINAL REVIEW: Clothes are decent, customer service is not. I came into the store from out of town, saw a jacket I liked and bought it, and left it at the store to have some alterations done to it. I live pretty far from Denver and wasn't going to be in town again anytime soon, so I asked to have it shipped once the alterations were complete. Shortly after leaving the store, I learned that Fjallraven makes the same jacket in a few other colors that I like much more than the ones offered in-store, so I called to see if it would be possible to swap my jacket for one of the other colors. The first gentleman I spoke to was friendly and said that wouldn't be a problem, since the jacked hadn't been altered yet. He checked their inventory and saw that those colors were unavailable. So I looked around and found the same jacket in the color I wanted at a different store, and called back to ask if I could just "return" the jacket (that they already have). The guy I spoke with the second time was rude to me basically from the moment he picked up the phone. He made it sound like I was asking for something ridiculous by suggesting that they could just keep the jacket, look up my order, and refund me. I even offered to email them the receipt and he insisted that I'd have to come in to process the return in person. So now, I have a jacket that is sitting in their store that I can't get refunded for until I find the time to drive the 1.5 hours back down to Denver to literally show them an email receipt that they have access to in the store. And I get to deal with a person who was incredibly rude to me on the phone for no reason whatsoever. Either this is a messed up computer system that won't allow such a return, or a store employee with a strange grudge against people who decide they want to return things. Either way, I was treated like trash and won't be shopping there again. Teach your employees to treat customers with respect, or hire people that already do it."

"WOW. Just Wow! The customer service is incredible here. I ordered a size M and unfortunately, I needed a large. Im a true M, and the abisko fleece trail sweater is just a little small, like for Scandinavian people or something, but thats ok. There was the sweetest woman on the phone, I think Rianna? Rihanna? Not totally sure. But she covered me from head to toe in the best customer service one could ask for. She politely called me on my personal cell phone, was able to send me via email the shipping label to return it, and is switching me out for the 1 size larger that I required, and even put a hold on the physical one inside the store for me! Even though i ordered it online. I would give 6/5 stars for Rianna, and of course the entire Fjall store which is always immaculate whenever i walk in."

"The store was unable to repair my partner’s coat zipper as the damage was not covered by warranty …but Samantha and Reid were both so helpful in advocating for the coats’ repair and were able to at least get me a discount on a new coat. I very much appreciate their help."

"This brand and store is everything you could ever want when it comes to customer service and quality. Eric - who is an extremely warm presence saved the day and made my mother the happiest customer. She was having a problem with the zipper and he was able to swamp out the piece. You don’t get that type of customer service with most brands. I will be going back and buying all of winter and hiking gear here"

"This store has me like a kid in a chocolate factory. Except it’s much better because this is selling stuff to get you healthier. Love the Store experience, the staff and the values of this brand to get people outdoors."