Marine Layer - Palo Alto (CA)

1 /5 Jennifer Chew: While I like their clothing, I had a really frustrating experience in person with an online return. I had purchased a coat online (coat was great but just didnt fit right) and, since I was in the area, decided to return at the store. In retrospect, I should have just mailed the return in as I had originally planned. The male salesperson helped me out, scanned the item, and I thought the return was complete. However, when I went home and checked my receipts, I realized that I had gotten incorrectly charged for an exchange for a $100 sweater instead of getting refunded for the full amount of the return item (keep in mind, I just returned the coat and left in less than 5 minutes; I certainly did not purchase any items or make an exchange). I called the store and am hoping the mistake will get fixed and Ill get reimbursed the full amount but this was super frustrating and has never happened to me with another company before - Im still at a lost for how I could have gotten charged for an item that I didnt purchase...

5 /5 Kate Loomis: What a lovely store...the clothes are really high quality and displayed beautifully. I love that they are constantly getting in new clothes, so its always different when I go in. Special shoutout to Rica (hopefully I spelled it right), who was so friendly and went above and beyond to help me!

1 /5 Paul Menage: The two people at the register insisted that I had to give them an email address in order to send a receipt to it. I explicitly requested not to be added to any promotional email lists, and they assured me that it was only for the receipt. The first spam email arrived seconds after the emailed receipt, with multiple more each day. So the staff here are completely fine with lying to customers, in case that matters to you.

1 /5 ayush kalani: Came here to donate t-shirts. They took the donation right away, but for every donated shirt, they are supposed to give you a $5 coupon (max $25/quarter). When I asked for that, I was told that it would be emailed directly. Its been over 2 weeks, and I havent received any email. The two times that Ive gone back, staff hasnt been the most helpful. They didnt give me any sort of receipt, so I could show that as proof in case I dont get the amount I am supposed to. Every time I visit them, they give me the same speech - it is done manually and will be emailed soon. The first time I went there, a lady told me to come back in 2 days if I didnt get the email. The second time I went there, another girl told me to come back in a week or so if I didnt get the email. It is frustrating to go out of my way to check on something like this. The second time, the girl didnt even let me get my sentence out. What if I wanted to buy something in the store that day. Their t shirt donation thing is a scam. If you are that fast at accepting donations, then be fast at paying people too. Equip your staff well so they can do this sort of thing in the store.

2 /5 Katie Staudinger: Great products but the service was terrible. There were two young girls working. Both stayed seated at the desk the whole time. I may have gotten a hello. If I did it was too quiet to hear her. The other one stared at the iPad. Neither asked if I needed help or a fitting room. I helped myself to a fitting room and while I was in there they were talking about how they like to take their shots at the bar. Please educate your staff on how to be courteous and professional to your customers. Very disappointed.