Journeys

Went in to find some Chuck Taylors, and they had my color and size. Excellent customer service by all the associates including Isaac. Isaac was attentive enough to notice my outfit and made recommendations based off of that. The transaction was smooth, I felt like I had made a great purchase. Thanks guys!

DO NOT SHOP HERE!!! VERY BAD CUSTOMER SERVICE!!!
We had a very bad recent experience at this store. My sweet husband bought me new black Uggs on Friday Nov 1^st 2013 as a surprise because I’ve been working so hard and am 6 months pregnant. My old pair is 3 years old. After trying them on at home we decided to return to the mall on Saturday Nov 2^nd to exchange for a grey pair (my 3 year old black ones are still wearable). The manager Jacob explained that they did not have the pair in stock. Since I knew I could order them myself online we asked to return the ones my husband had just bought.
Jacob tried to convince us to take them home since we bought them at the sale price, hold on to them, and try later for the grey ones. Not wanting to have $ 200 pair of shoes at home I couldn’t wear we insisted on returning. He then tried to show us children’s shoes that would fit me in my size but be cheaper, stating he could order the color I wanted in a child’s tall. He did not show us a children’s tall though, but a different style instead. While he was helping another customer I asked another sales clerk to show me a children’s tall, which is of course not the same as the adult’s. Starting to feel that Jacob was just desperate to not take our shoes back, to the point he’d order me something online that wasn’t what I wanted, we had the other employee make the return.
Ten minutes after leaving the store with our signed receipt for the return, we had a call to come back that something was «wrong». Jacob showed us the shoes saying an «authenticity» tag was missing and he would not be able to run our return that we had already made. Fuming and feeling bewildered, we were tempted to leave without the shoes since they had in fact made the return. He showed us our shoes were missing it compared to another pair, convincing us that leaving the shoes there would not work. This «tag» was never shown to my husband when he purchased them and it was never explained it was needed to return them until after we’d left and returned. Jacob even admitted remembering my husband buy the shoes the night before, yet still refusing to make a return. Jacob had been so desperate for us to not make the return in the first place I wouldn’t put it past him to have pulled the tag out himself either. He couldn’t prove it was in there when he sold it to us and he can’t prove it was removed while we left the store. We felt conned as customers and that he was stealing from us.
We have called customer service and the district manager and are hoping to finalize the return still. Customer service and the manager have been wonderful over the phone and agree the situation is ridiculous, however they have still not contacted my husband with directions to return the shoes to corporate as they have said they’d do multiple times. Now he has been calling daily to try to get them to follow up. I’m baffled that this company treats customers this way.
We left feeling like Jacob had swindled us and stolen from us. It’s some of the worst customer service ever received. If they’d processed the return, we’d still be customer’s of Journey’s, we now never want to associate with the store again. What has put even more salt on the wound, is that I’ve now read a few reviews on Unilocal that he has a history of not taking returns. Even a few reviews online means to me it is a regular thing. How has this behavior been tolerated in a manager? Isn’t the loss of a customer for life far worse than the loss for the store processing the return? Is this a strategy for him to keep his numbers up?

Jacob ROCKS! Will definitely come back. Great customer service and very very helpful!!!

Went there today after bad customer service at another store and Christina was awesome. Great customer service. Went there for 1 pair of shoes and ended up with 3. Will be returning there again. Thank you Christina!

Great staff. Personable and knowledgeable.