1 /5 Ruby Rios Tse: I purchased the Olivia coat from the Jenni Kayne store at Stanford Mall, and unfortunately my experience left a lot to be desired. The second time I wore the coat, one of the buttons popped off.
I called the store the next day and spoke with the manager, Candace, who was initially very accommodating over the phone. She asked me to bring the coat in so alterations could fix the button and offered to have the other buttons checked as well. Since I live about an hour away, I asked if the coat could be shipped back to me after the repair. While she did agree, her reaction made me feel as though I was asking for something unreasonable.
When I received the coat back and put it on, I immediately noticed another button was still very loose. I drove back to the store, where Candace assisted me again, but this time her demeanor was unpleasant and condescending. Instead of acknowledging the inconvenience of having to return again for the same issue, she stated that all of the coat buttons come this way. I explained that had I known the buttons would naturally come loose—especially on such an expensive coat—I would not have made the purchase.
Rather than responding with empathy, I was made to feel as though this was somehow my fault. She even remarked, “The button isn’t even that loose.” For a luxury-priced brand, I expect not only quality products but above-and-beyond customer service, neither of which I experienced here.
This was my first purchase at Jenni Kayne, and unfortunately it will be my last. On top of this experience, no one ever acknowledges you when you walk into the store. Overall, the service felt cold and unwelcoming. Very disappointing.
