Pendleton

Pendleton is a rare breed and I’m very grateful to have it here in Los Altos. They have a terrific selection of high quality wool products, especially Men’s wool shirts– casual and for the office. There’s a bearded gentleman who does a really stand up job there and really was a pleasure to work with. Very fitting for the brand’s ethos and much appreciated!
A note on the pricing. this is a family owned Portland company with much of the work done in the US. It costs a lot more to do it this way and with that and the cost of quality wool, IMO, it’s worth paying for.

I just happened to walk by the new Pendleton store in Los Altos and decided to check it out as I grew up back East where Pendleton quality was always revered.
How lucky I was to find an associate named Fatima who literally helped me find a new wardrobe. She was the greatest mix of helpful and friendly… so much so that it felt like I was actually shopping with a friend. I walked out of that store with a giant smile on my face as it was like trying on things that were so me and fit so well… it was clothes heaven.
Thank you for the incredible customer service, Fatima… I will absolutely return soon.

I ordered a Pendleton shirt for my boyfriend for Christmas, and unfortunately it was too large. I called Customer Service and they said I could return the shirt in-​store, as long as I brought the order form. I live in SF, and the only two Pendleton stores in the area are in Lafayette and Los Altos.
I called Lafayette and told them the situation and they were out of the shirt I wanted (in the desired size) — so they checked Los Altos. Lucky for me, there were three in stock so I called and had them put one on hold. Mind you, from SF to Los Altos is like an hour drive.
I get there and explained I was the one who called and a woman helped me (I believe her name was Fatima) and she told me that they normally don’t return things from online. I had said that I called Customer Service and they told me otherwise and she proceeded to tell me they were wrong but can make an exception. Already giving me major attitude, the shirt I bought came up on sale (less than what I had initially paid). I let her know that I paid full price online and wanted to be refunded the remaining amount. You would have thought I asked for the money to come out of her pocket because she snapped and said «this is why we don’t accept online orders» in such a hasty tone. Awkward.
While I was able to exchange my shirt and get refunded (I owe that to the nice gentleman behind the counter who walked her through the process and basically told her to make the exception), she made my experience miserable. I drove an hour, to a store that has high-​end & expensive products, and located in Los Altos — a pretty ritzy neighborhood, so I didn’t expect less than par customer service. I definitely won’t be coming back to this store — that’s for sure.

Glad to see this store moved out of Menlo Park. The new location in Los Altos is much more ideal. Clean and bright and in the heart of Main Street. To be honest, I never really venture out to Los Altos for anything but made the trek when I heard they moved to this new location.
Nice selection of classic wool blankets. With Native American prints being all the rag
e lately, it’s great to see this pioneer brand still going strong. Items aren’t cheap, but are very well made in my opinion.

Excited to see the Thomas Kay and Portland collections here at this location as well. I purchased a Portland collection coat here for myself and am very happy with the item.
Super pleased with the customer service I was given here by the staff. Very knowledgeable and friendly. Will be back!

My father LOVES Pendleton and so do I. I’ve never been in an actual store so when I noticed this new store in downtown Los Altos while I was Christmas shopping I thought I’d pop in and buy my dad his gift here.
I was offered help immediately by a young, friendly, male associate, but didn’t need help yet. After perusing the aisles and selecting a few items I now had questions.
I walked to the counter and asked the older lady there about size availability and Pendleton vernacular I didn’t understand on the label. Her reaction to me was so incredibly shocking I suddenly felt like I was in that famous scene of Pretty Woman where Julia Roberts walks into a boutique in Beverly Hills and is treated like a social pariah. I have NEVER had that happen to me before and I’m not even saying that this lady had sized me up, it’s just how she made me feel initially. After observing and interacting with her further, I came to the conclusion that she is just that curmudgeon stereotype that should NOT be interfacing with the public in the sales capacity. She never smiled at me, not once. And that would be cool if she wasn’t mad dogging me with her responses. Her tone was bordering on hostile. Here’s an example, When I asked her where the shirts she was referring to were she said there and pointed with her head (like a nod). When I asked where exactly, she pointed, not moving one single step, still no smile, no friendly tone at all.
I proceeded to fumble my way to where I thought she was pointing. The older salesman who was standing at the counter with her must have noticed her rudeness because a minute later he was answering all the questions I had asked her in more detail. This man was so knowledgeable, courteous and engaging, he had me wanting to buy everything.
Regardless, I decided to buy 2 shirts. I think this lady is the only one allowed to work the register because that’s all she did. She didn’t leave the register area and when there was a line for purchases none of the other employees jumped on the other register, it was just her. She was helping someone before me and boxing items, it was taking rather long so I told her I would come back in 10 minutes, could she box my items for me ahead of time so I could just leave after paying, she replied yes. I returned 15 minutes later, they were still sitting on the counter, she had not done it. She saw me, then looked at the salesman who had helped me earlier and asked him to do it, but she actually rang me up.
So unfortunately my experience there was mixed. I hate to give a 3 which for me stands for mediocrity because all the other employees were outstanding. I probably will not be going back there anymore :-(

Today I was there and bought 2 blankets. The guy there was extremely helpful and accommodating. He unfolded and showed me each and every wool blanket I was interested in.
I will be back to support this business as well as help spread the word about wool blankets.