Stuart Weitzman

Terrible service!
I bought a pair of shoes for my wedding. Yes, purchased them a while back (from PA because I was told they would sell out and likely not make my size again if I missed out) and obviously saved them for the big day. I wore them (GLOTOPLINE) for 3 hours… the pad on the show started to come off on my foot and the straps did not stay in place/​dented the side of the shoe. After I walked back to the reception I immediately had to change into my Tory Sandals (which took me though the rest of the night). The height of the SW shoe was sized to the hem of my dress and some pictures I know may not make my dress look It’s best because of the footwear malfunction.
I went into the Palo Alto store today to see if I could exchange them. I was met by a red haired woman who did an assessment and was not willing to exchange due to the time of purchase. I was very clear that I had not worn them long and clearly they were defective. She offered to send them to a cobbler but I don’t need defective shoes fixed when clearly they were not manufactured properly with the multiple issues I experienced. She disappeared in the back to speak to the manager for a good 5 minutes and came back with the fact that there was nothing they would do to exchange and I would have to call customer service. The manager NEVER came out to speak to me. I walked away with my broke ass shoes and a business card to a phone number that when I called had some very unprofessional voice mail asking me to call back during business hours.
My entire bridal party purchased shoes from SW for the wedding and this is what I get for giving them my business. Unreal. Don’t go to this location if you want good service, need manager assistance or want to deal with a company that will stand behind their product. Next step, 877 number that I could have found on the website myself.

Well just stopped by this little piece of heaven! If you have a shoe obsession like myself this is an absolute must go to! I have only bought stuart weitzmans from nordstroms and online so I was really excited to shop at a boutique! Everyone was very friendly and helpful! I was looking for a pair of heels that would be perfect for spring transition, to wear casually and for going out, and give me a little height. The nudist heels just took the cake and I ended up getting them in nude and black! I went with my usual size and I would say that they run true to size. I was only planning on getting one pair but whoops it just kind of happened! I am so happy with the help I recieved and my purchase! I cant wait to stop by again to feed my shopping addiction

I had to exchange a pair of 5050s i bought in NYC 5^th ave store, so I booked a car on getaround so I could drive all the way down here.
I had lost my receipt and had to go through some complicated crap to be able to exchange the boots for a smaller size, but the ladies in there were SO nice. (go a FULL size down on these babies!)
I had to call the 5^th ave store, and after multiple tries and being hung up on the phone I was EXTREMELY upset. I wanted to slap the salesperson in NYC thru dat phone. URGH@! Thank GOODNESS these ladies worked here though to make my day way better.
I really wish the store was closer up in the city so I can get all the other SWs that I want and need.
¹⁰⁄₁₀ wood return again

So I am an admitted shoe-​shopaholic. This is one of my favorite places for reasonable quality shoes not made in china. There are usually 2 salespeople working the shift, and while one of them is somewhat slow, the other one more than compensates in quick thinking and assertive selling. Now, mind you, I don’t need to be sold on shoes, I can overspend easily on my own. Maybe it’s that trait in me that Talia focused on when she took over the selling from the other salesgirl. First she asked what I was looking for, then she introduced me to their new collection, next came the sales merchandise offering, then the future promotion opportunities. I definitely felt like I was being worked on. I prefer to shop on my own, without a salespersons input, but it’s hard to do in a small boutique, so I took her «sales assault «in stride. She had a pleasant demeanor, knew her merchandise inside and out, offered to order anything that was not in stock to be delivered to my house, and said she would take care of any exchanges due to fit issues or if I change my mind. How could I say no? Long story short, I walked in to buy a pair of shoes that I needed, and walked out with three which I actually kept. I did not wear the other two pairs yet, but this experience is a testament to assertive selling. Left to my own devices, I most likely would have purchased only one pair. Stuart Weitzman is lucky to have a salesperson like Talia working for them.

I love this store!!! I was pretty upset to find out the location in SF closed down a few years ago because that was my go to. What drew me in was the amazing boots they have!!! The 5050s are the most comfortable amongst all the boots they carry. I have them in every color. I have been a long time existing customer of theirs and always get the best service. I noticed that when i do swing by the palo alto store there is always different girls helping me even if there is a lot of customers in the store. Today when I went looking for their new boots I was helped by the store manager. I think her name was Debbie or Davie. I felt a little crowded in the store from all the people that were asking her for all these shoes –i think she was the only one in the store. I give her credit but she seemed to cater to everybody and even felt a little bad for her since she was also helping this unfriendly customer who didn’t want to wait her turn. But overall the experience at this store was a pleasent one. I always recommended my friends from asia to come and shop. I hope they dont close like the other locations. YAY for this location!

It’s interesting how bad service once can completely change your impression of a store.
The first time I came in, I worked with Margaret and bought a pair of the ⁵⁰⁄₅₀ boots. She wasn’t pushy at all and really took the time to make sure I had the right fit and style boot. Really appreciated her service!
I then bought a pair of pumps when I was in chicago to go with a dress. I got home, tried them on with the dress, and decided they just didn’t look right. I brought them into the palo alto store to return and the person who «helped» me was extremely rude. She accused me of wearing them before returning and trying to get a free wear out of shoes. It was completely untrue, rude, and inappropriate.
Sadly, I haven’t been back to the store since. I do still look at the merchandise online, but it really made me avoid the store.