Ever New

Bought some dresses from the Pacific Centre location and wanted to return and exchange some of them here because I live in metro. First moment when I tell that sales about it, her eyes started staring at me like I shouldn't be returning and exchanging anything to them. As I take the first dress out of the shopping bag, she says that it cannot be returned in a harshly tone because their store doesn't have that item. I was fine with that but doubted it because the sales at the Pacific Centre location told me that I can return or exchange in any location and I've even asked them if I could do it in the metrotown location and she said yes. Then she started to rush and grab the clothes to check herself even though I haven't finished my sentence about which clothes are for exchange and which are for return. I wanted to help her organize the dress so that she can see the dress as a whole and check if her store has that item. She didn't seem appreciated but kept doing it herself like my hands are not supposed to be touching the dress. Then she saw some white skin flakes on the inner side of the black dress, saying that she cannot resale that item because no one would like to see skin flakes even in the inner side of the dress. I told her that I have only tried it on at home and never worn it out. She didn't brother trying to pad the skin flakes off and then threw it on the side.... I mean, isn't it normal to have some skin flakes on the inner side of a black dress? And how many customers have already tried it on already? Fine. At the end of the day I can just return the third item. She said twice that that item can be returned because the condition is okay. She apologized that I cannot return the black dress but I didn't see the attitude. But never mind already lol. She never had any accommodating attitude since I first talked to her. So I never did the exchange with my fourth dress, and because it seem like she just wanted to finish off the return procedures quickly and never see me again. Now I just want to go back to the Pacific Centre location for anything else possible.

Similar to some other reviews, it seems there is a pattern when returning items. I had a similar experience as Foodie C. 10 days ago my aunt who is in a wheelchair bought a dress from the Burnaby store. As she had to try it at the comfort of her home due to being in a wheelchair, I had to return in 11 days later as it was small. Although we were told we can return it within 14 days, yesterday the same person who sold us the dress stated that the tag was now in a different location on the dress and can't return it. When looking at the same dress on the rack, there was no tag on the dress at all and had no explanation for that. This is extremely poor and accusatory customer service. They went to extent of reviewing security footage after I created a scene at the store and they came back confirming I was right. "security footage confirmed location of tag on the dress". They did process the refund with no apology or any remorse for their extremely poor customer service. Never experience anything like it.

I came in yesterday trying to find a dress for my friends wedding as her brides maid I was being helped by one of the workers who went out looking for a smaller size for me. She was taking longer than expected when I went out I found she was being yelled at by a customer The worker remained calm as the customer kept yelling about wanting a return. I worked retail and I felt sorry for her but even after being out in a position like that the worker came right back with the size I needed and a big smile on her face!! I could never recover that fast from such an experience I ended up purchasing the dress and finding a brand with amazing helpers who for sure have just gotten themselves anther loyal customer :)

Excellent customer service. I had called this location hoping for a description of a dress before ordering online since there's no location close to my home that where I could see myself. The staff member searched the whole store for me and even had me email a picture. She spent several minutes on the phone with me and finally found the dress and was able to describe the fabric for me. I am very impressed with the customer service I received - the employee easily could have said that she couldn't find the dress and given up.

Wow. What a disappointing experience… I’m buying a dress for a gala in California and was excited to see some of the items that I had previously looked at online. The talent shortage is real in this town: Your sales associate (brown hair, glasses and short/ medium set) was rude, dismissive and not engaged. After spending 10 minutes in the store helping myself I approached her for a change room. She gave me a blank look, paused and was extremely condescending and her response. I ended up walking out of the store. Shame on you… Do better. Your job is customer service.

I came into the store looking for an outfit for a birthday Party. I received excellent customer service from the moment I stepped in. The sales associate listened to my tastes and found several options for me to try on. She was incredibly friendly and personable. She was relaxed and really did an excellent job making suggestions that really suited what I was looking for. I ended up buying an amazing dress. I was so pleased throughout the entire experience. The staff are courteous, welcoming, respectful, and have fabulous style. I look forward to shopping there again when I'm in town again.

Amazing collection. I love it. Although the customer service is very bad but company itself is enough to represent.

Been coming to this store for years since it opened. The sales associate named Kar is ALWAYS amazing. Super helpful and always has great suggestions. She always goes above and beyond and is such a genuine person! Thank you Kar!??