Jimmy Choo

This the first bad review I have ever actually posted due to a poor experience but truly feel I need to warn other potential customers. I’m rating this location specifically one star due to the terrible experience I had a couple of months ago. This was my first time buying from Jimmy Choo. I originally bought a pair of shoes online and went through two sizes before recognizing the size I needed was no longer available online. I did use the size chart online but because of the build of the shoe had to go up a full size, 39.5 to 40.5 in the Anouk. After reaching out to customer care in attempt to find a physical store that might carry my size, as I was so in love with the shoe and was praying the 40.5 would work, customer care connected me with the store in Nashville to follow up with me. Within 24 hours they informed me by email they had my size and would be happy to sell to me and ship to my home in Austin. I called the store and placed the order. When I received the pair of shoes, I realized that even the 40.5s did not fit and that overall this shoe just didn’t really work with the shape of my foot. I ended up driving through Nashville a couple of weeks later and was going to return the shoes upon my visit. When I greeted the sales rep to return she advised that unfortunately I would be unable to return the shoe. I didn’t understand as I was within the return window. She then explained that by purchasing in store there was only a store credit or exchange policy in place that customers could only return online. Keep in mind that I purchased over the phone and was not in the store to purchase. I was never informed of the no return policy. I was not informed by email or phone that the return policy was different online versus in store as I would not have purchased mainly due to the sizing issues I experienced with the first two pair I ordered (and successfully returned.) The manager informed me that recently they added a disclaimer on their email signatures informing customers of the no return policy due to other customer complaints prior. I politely showed her all of our correspondence which did not include this disclaimer. I told her I don’t understand how it was my fault since I was clearly not informed about the policy beforehand. She told me that she would check in with someone and would get back in touch with me to see if she could resolve. She mentioned that she also managed the Atlanta location and would check in with me as I was traveling through Atlanta the following week. Needless to say, she never contacted me. I emailed her direct company email numerous times and still she never responded. Also keep mind, she immediately responded when I was in the market for purchase, within hours. Weeks went by with no response when it came to fixing my issue. I now have a pair of shoes I paid for and have never worn as they don’t fit. Honestly, I’m really shocked. I work for a fortune 50 company in sales and know how businesses should run and treat customers. The sales manager clearly lacks the ability to manage her business. I manage in a sales environment much larger than hers and always ensure I respond to customers in a timely fashion. I imagine customers of Jimmy Choo should be treated better. I’ve had better experiences at Target spending $ 10 than the $ 700 I spent here. Honestly, I don’t think I’ll ever purchase from this store again which is sad. I just can’t manage to stand behind a company that takes advantage of customers like I was.