Vince

kind and attentive staff. Lovely experience!

I’ve been a long time fan of this clothing brand until my recent experience visiting this store on Newbury St. In August I ordered some gift for a friend who’s leaving Boston. The delivery was 17 days late and missed the friend’s flight. I called the online service number and complained about the delay. A week later they sent me a $100 gift card. So I used that to purchase a couple of full priced items. After receiving the package, I discovered that one of them is smaller than what I need and would like for an exchange of the item. I originally called another Vince store and was told to just go there. Last week, when I went to Newbury St, I found this Vince store and thought that I could just do the exchange there. However, to my surprise, the guy who worked there rejected my request for exchange, saying that because of the gift card they could only refund me the difference between the amount and the $100 and therefore there was no way he could do an exchange. He then repeated several times that because I “used a gift card, there will be no exchange or return,” in a condescending tone. He also claimed that he is the manager who worked there for many years. I was not a big fan of his attitude. It was never made clear to me that things purchased with gift cards would not be exchanged. This is ridiculous that a full priced item could not be exchanged. He also insisted that the other store was giving me wrong information. Interestingly, when I went to the other store the next day, they helped me with the exchange without any problem or issues raised. Please, the Newbury location does not mean that a double standard and a condescending attitude are justified. Vince, you need to educate your staff some professional communication skills.

This person at the store was extremely rude, unpleasant and was literally looking down upon us. He was like don’t touch anything. But he himself wasn’t maintaining the 6 feet distance. How would I check the hefty price tags and look through the designs before considering to buy?