Urban Outfitters - Pasadena, California

LolasPrincess5

If you value your energy, avoid this store! The employees of Urban Outfitters Old Town Pasadena is nasty! The manager sets the culture of a business, and it’s clear that this manager’s employees do not respect her or the customers. The atmosphere is unpleasant, and the customer service is subpar. The manager's approach to customer complaints is insincere. With a background in Retail Operations Management from my time working in Germany, I would never allow my employees to treat customers so poorly.

Here's what happened: As I approached the register, one employee, Hannah, was busy helping a customer. Another employee saw me, turned her back, and pretended to write on a document. I watched her scribble on a piece of paper, then she found a piece of jewelry on the counter and decided to put it back. She walked away while the manager, standing on a ladder, stared at me, smirked, and then squatted down, looking at me through the ladder. She was speaking into their communication device. Hannah at the register looked at me and started smirking, making me very uncomfortable. Hannah rung up my purchase after her last customer with no greeting, barely stated my total, and just said, “Here,” while handing me my bagged item.

The whole experience was so unpleasant that I asked the lady on the ladder who the manager was. Not surprisingly, it was her. I explained what had transpired- which she said she witnessed. She claimed she was calling the young lady back to help when she saw her walk away, but that was obviously a lie, as I stood in line for a while after the employee left. The fact that she allowed her employee to walk away and did not handle the situation herself tells me that her employees do not respect or value her, and that she is not good at managing. Coming from a family of managers in various industries, I can say with confidence she is not fit for the role. Despite the store’s small size, limited employees, and few customers, they still managed to make me feel uncomfortable. Very disappointing.

I will be reaching out to corporate, as the reviews I read today indicate this is an ongoing issue. I'm sure AI will eventually replace these jobs and provide a better customer experience while shopping.

For reference, I made an $80 purchase for one shirt. I almost put it back. As previous customers have stated, avoid this store if you want a pleasant shopping experience

Vitamin D

Came here for 1 bag walked out with plenty of bags IYKYK

cute stuff but extremely expensive and parking is not free either.

Erika

I’m giving this location a 2 because the cashier who rang up my purchase was very pleasant, and I overheard her interacting with another customer the same way. I really wish I got her name.

I came to this location, and wanted to try on a couple of garments. They do not open the fitting rooms until noon though they open at 11. I asked Marky(not sure of the spelling of her name) if she wouldn’t mind letting me pop into the room to try on 2 garments to which she said the fitting rooms are closed. I asked if the reason for not allowing people in the room was because they didn’t yet have enough coverage until they get another staff member on the floor at noon, which she affirmed. There were a total of 3 customers, including myself in the entire store. At the time, she was folding clothes and located right outside the fitting room. After asking if she wouldn’t mind me using them briefly given I was a single customer with 2 garments, would take no longer than 5 minutes, and can hand off both garments should I not decide to purchase, she “gave in”. By “gave in”, I mean, she gave me a LOT of attitude. After leaving the room, I let her know that I’d left the other garment in the room, would be taking the other item to purchase it, and proceeded to thank her for making the exception. Her attitude had not improved and she practically waved me off as though to tell me to go away.

It looks like the level of service is lacking at this store since quite a few other reviews appear to report similar experiences. Train your employees! You do have competitors and no one wants to deal with this stuff while they’re shopping.

Phillis Gateway

Oh a babe of a store. Full of treasures. I love the set up and how the displays catch your attention and keep it there. I bought a yellow sweater from here that I wore for years.

Kenneth Ortega

Won't shop at this location again. Tried to online order and item. Found it. They didn't fill it within 4 hours and I was in the area early. My daughter found it. They still wouldn't fill the order. I had to buy it a second time. Call online and cancel the first order. It's still a pandemic and stores want to play around with customers like there better than anyone else. Good luck Urban. I'll keep an eye on your stock.... 3.8 is your customer rating for this store. LOL. 3.8 OUT OF 5.

Jennifer Hasenoehrl

Love the variety of items sold. Way more than clothing! Books, music and homeware. There is a sale section at the back of the second floor, and an elevator is available if needed. Was asked if I would like to join as a member for my email/birthday to save 10% on my purchase. Very pleased with the employees.

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Do not go here If you want to make a return at this store.bad attitude of the manager!the online shop shows some sales items can make a return！when i made a return at this shop the manager said it cannot be return for the new policy.And I double check online shows it can be return by delivery or in store! And I made a return successful by mail!

Ron Quan

This is a large store with two stories. The men's section is upstairs and the women's downstairs.

The staff was very helpful and friendly. I was pleasantly surprised that the cuts and sizes fit my petite wife well. For those looking for gifts, there were fun items like polaroid cameras, soy candles, and boutique facial products.