Urban Outfitters - (Near Pasadena, CA)

1 /5 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 managers 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. Heres 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. Im 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

2 /5 Christina Stonehenge: Ive been to this store a long time ago and now remember why its been so long. My initial search was for some comfortable bottoms I could relax in but also run errands in. I was searching around the store and several store assistants looked at me and kept walking without acknowledging me and I felt a bit ignored. Finally, I gave up my search and walked towards one of them that was busy folding and hanging clothes. I described what I was looking for in some comfortable stretchy bottoms and she said theyve got lots of things and pointed over there and over there. I was a bit taken back as its a huge store, in fact two stories jam packed. I fumbled my way across the store and did find these baggie pants that came in three colors. I decided to get one as the price was $59.00 each! This had better be super durable at this price. I chose the white with the black stripe down the sides as I thought the weather is going to warm up and it will go with more tops. The next thing I was wanted to buy was a baggy pair of jeans. I located some but couldnt find my size in the exact color I wanted. After an extensive search where no store assistants approached but continued to walk past me again I approached another one to ask for my size in the grey color. Her response was did you check over there? I replied yes, I did an extensive search and now Im approaching you in case you know of any in the store including some you may have in the back area not on the floor. She said she would take a look in the back area but didnt look happy about my request. I asked politely both times for help. She must have been gone a good ten minutes, I continued to browse the store while waiting. Luckily, she returned with my size and more in the same color she added to the others on the store floor. I was just grateful at that point. Next I toured around the accessories as they have lots of cute stuff. I couldnt believe they had the ribbed style of headbands. It was always a difficult find as theres plenty of plain ones around but not with the ribbed. I liked the lemony color and the beige headbands. They had lots of other colors so this was actually the height of my visit to the store being excited about this gem of a find. I was browsing around the make-up section and spotted some perfume I had to have. It was called The Matcha and even looked green in color. I thought it was very unusual and smelled very fresh so had to have it of course. The other two flavors also made me feel like I was in a cafe, creme vanille and chai latte. The vanilla was way too strong for me and if you like spice then chai latte is for you. I really like the subtle notes of the match perfume. Its going to be an experiment wearing it. It was getting late and I headed to checkout. The cashier looked bored when I shared I was very happy with finding some new things in the store. And asked how long they had the cafe flavored perfumes. I couldnt really hear what she said as it seemed more like a mumble. So I dont think Ill go back to this store as it felt like the staff were on the not helpful side. I do like everything I purchased so there other option is to shop online and avoid trying to find parking in busy Pasadena and browse the store in the comfort of my own home.

4 /5 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.

2 /5 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.

5 /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.