Merrell

I am writing this hoping management at Merrell’s sees these. We were in Tuesday night, June 16 around 8:30 pm. The young man on duty was so helpful, patiently explaining all the shoe differences and answering our questions. We were new hikers and needed to buy something that night for an event the next day. All the Merrell’s credit card machines were down. We waited, and they didn’t come back. The guy was still so helpful and polite. Because of the credit card machine problem, we had to buy elsewhere before stores closed but we would have bought from Merrell’s Legacy place if we could have. I wanted to give a public compliment to the excellent customer service of the young man there who was so nice and helpful despite a systemwide problem with Merrell’s credit card processing completely out of his control, felt bad if they work on commission in the store.

I made a journey from Boston on the bus specifically to come to this store, and it was worth it! They have a very nice selection, and the woman who was working there was very helpful. She suggested both shoes and a jacket that I would not have thought of trying on, and I loved them both. I bought them both, too. They should be great for the trip I am taking next month! i will be walking a lot and it will probably be rainy. The shoes and jacket will keep me comfy, plus they will pack well.

I’m updating this review. The store manager called me yesterday evening asking me if I had had an issue that morning. She was very nice, I told her the story that follows, and she was very professional. Kudos to the girl I had the issue with for relaying to her manager what had transpired. I also appreciate the follow up from the Store Manager.
My fiancé and I were in this particular store this past weekend and he was eyeing a couple pairs of shoes that looked as if they were the same style to me but in different colors. It gave me an idea that I would purchase them for him as a gift. I didn’t take down the name of the shoe, which was my bad. I checked online, to see if the shoe jumped out at me but I couldn’t place it. I looked up the phone number for this particular store and saw that they opened at 10am. When I called today, ³⁄₁₁ around 10:15am, the woman that answered the phone was extremely rude! I let her know that I was in there on Sunday with my fiancé and wanted to purchase him a pair of shoes and that if she was standing at the cashiers desk they were directly to her left. Her excuse for not giving me the name of the shoes was that they had changed the store around since her last shift. Her last shift was Friday and I had just been in there on Sunday; two days ago! She was going out of her way to be rude. Finally, she started reading off the styles of the shoes, but she did this as fast as she could so I hung up on her because I did not want to deal with someone that was being blatantly unhelpful.
She actually called my number back and asked, «did we get disconnected?» I told her that I had intentionally hung up because she was being rude. I let her know that I had the intention of coming in and spending money in her store but now have thought better of it.
I am giving 2 stars because the ladies that were in there on Sunday were very nice and super helpful. The woman that is in there today, all by herself, has some serious lessons to learn regarding customer service.

I recently picked up a pair of running shoes (trail gloves) and they were a great help. I ended up going back three times because I wasn’t 100% comfortable with the fit. I was actually ready to return them when the manager suggested I take them home again and take them put for a long run. I had hesitated because I figured if they were overly tested I wouldn’t be able to return them but he just told to hold onto the receipt. So I kept them and they ate great shoes.