Journeys

Apr 21st, 2023

The in store staff were perfect - thank-you. The stars were lost after the purchase. Docs ripped on the first day:/ Journeys customer support assured me that sending them in was better than going to the store, promised a fast tracked exchange and that new boots would be sent to me as soon as I provided a tracking number. 6 weeks, and 6 conversations with support later (with many promises of an update within 1-2 business days) I am told that they arent sending boots at all. Journeys decided to issue a refund instead - and not inform me. The notes in the case were apparently there during my last 3 conversations with support. Of course they have not yet issued that refund, and it could be another 3 weeks until I receive it? They fast tracked promise was new boots with 5-8 days, the realitymaybe a refund of my purchase price after 9 weeksof course no refund of my time. 13 apologies for not bothering to update me or to follow through on promises though, thats pretty rich - as are the over 40 Journeys emails I have received trying to convince me to buy more products from them during the time that I was waiting one email updating me on my return. UPDATE- a Journeys rep was quick to reply to my review and asked me to reach out(see below). I took the time to dig up the details and type out another email, and they got back to me on the same day. Their reply was basically that there was a miscommunication - a fast traced exchange doesn't mean fast...and I must have misunderstood when I was told that replacements would be sent out as soon as I sent a tracking number. I must have misunderstood the customer service rep who told me I would have the boots in 5-8 days. Journeys also wanted me to know that the team that handles these issues and refunds is very small and that it can take some time for anything to actually happen. This doesn't sound like a problem that I created though - maybe I should have asked to pay more for my purchase so that Journeys could hire a larger staff. I find it very interesting that Journeys hires people to quickly respond to these reviews who will in the end just tell you that these things take time and we can't deliver on any of the time frames that the customer service reps are giving us. Why did a Journeys rep even reply to my review? Just to look responsive online? Or was Journeys intentionally trying to waste even more of my time? It's comforting to know that they pay enough people to respond right away to online reviews but not enough to actually handle customer situations. I didn't think that companies that were this irresponsible were still in business.
Apr 15th, 2023

Was in last week to find shoes, a lovely person helped me *I think they may have been newer* and helped order in the shoes I wanted. They were very helpful and had great customer service. Thank you.
Nov 17th, 2022

Went into this store today to find a pair of black Birkenstock water sandals for my wife. They had none in stock but the older lady said she would try to order them but they were not available she said hang on a second I am going to see if any of the other stores had any at all. Nope nothing available. Her and a young man knew I was upset ended up showing me several other shoes and I did end up buying a different pair. I had a great time and they had great ideas. I dont often compliment but they went above and beyond to make sure I left with a great gift and laughs. Great store great workers I hope the manager knows this.
Sep 26th, 2021

Dec 26th, 2020