Johnston & Murphy

I went into the store and received such a wonderful customer experience. The Store Manager Julia assisted me with some shoes and was extremely helpful. Would recommend this location to any of my friends.

I came in with a pair of J&M shoes. My grandfather and father have always loved the brand, so I bought myself a pair of nice dress shoes a year ago. I loved them, but after 6 months they completely fell apart. The soles broke a part, and cushioning inserts within the heels completely fell out of both shoes. It was bad.
I brought the shoes in hoping to potentially get a credit towards a new pair, but the manager on duty looked at me like I was a dumb dumb and told me I’m welcome to buy a brand new pair, and that I should expect to buy a new pair of dress shoes every year because they’re expected to fall apart. ???
After 10 minutes, I left. I went to Cole Haan, bought a better quality pair of shoes and will never look back at the J&M brand, or the snotface manager. Xoxo.

Sean,
This 1 star rating is for the poor, actually incompetent cust. service, specifically service from cust. rep/​sales person Maria (highly incompetent) and the store manager Julia (mildly incompetent).
The issue is, a pair of shoes which I brought in to be repaired was returned to me as repaired by Maria. Before leaving the store I checked the shoes and noticed no work was done which I highlighted to Maria. Her response was ‘oh, it probably couldn’t be repaired.’ I said to her ‘fine, but you returned it to me stating the repair work was done.’ She repeated the same line. We ended with her agreeing to look into and get back to me.
The next day Maria got back to me with the SAME line ‘that the show could not be repaired’ WITHOUT ACKNLOWLEDGING THE MISTAKE SHE INITIALLY MADE. I tried highlighting to her that she made a mistake initially by stating the show was repaired but she kept with the same line. The second issue is that the shoe was returned with damages that were not present when I brought it in which Maria didn’t pay any attention to. She (highly incompetent Maria) actually became irritated with me. I then decided to speak with the manager, Julia.
Julia did get back to me in a timely fashion but repeated the same line about the shoes not being able to be repaired which I told her I understand. What I don’t get is why was I told the shoes were repaired when it wasn’t. What process do they have to check items before returning to customers? I highlighted the issue of Maria not acknowledging her mistake. Julia did apologize and agreed it was a mistake of the store and that Maria needs to be better trained.
Regarding the second issue of the shoe having damages which were not there when I brought it in, Maria doubted my assertion despite her not being there when I brought the shoe in. She claimed she looked at the shoe after I left and did see the problem. This now became a classic issue of he say/​she say. I asked Maria whether they have a process of documenting their intakes, all the issues on a pair of shoes before accepting and all parties agreeing to the issues before proceeding with any work. To this Maria kept stating she saw the damage to the shoes when it was brought in despite Maria not dealing with me, i.e. NOT INVOLVED IN THE INITIAL TRANSACTION. I suggested to Maria that she ask the cst rep I dealt with because this was NOT AN ISSUE neither him nor I saw. She disagreed to do so and was adamant about what she saw.
I eventually contacted the corporate office who agreed that the store should have an intake process that documents the condition an item is in when brought in for repairs and the issues agreed to (i.e. signed) by store as well as customer. I was promised that I would get a gift voucher for the value of the shoes.
To conclude, STAY FAR AWAY FROM THIS LOCATION, specifically Julia and Maria, both incompetent, in different degrees.

This brand has a customer for life. They stand behind their product. My soles from my newell boots were coming apart athey reglued, restiched the soles for free along with a complimentary polish (I asked nicely).
Shoes are high quality and are definitely the best investment I have in my wardrobe.

I was pretty put off by the service here. The saleswoman was rude and dismissive, and reminded me of nothing so much as the cartoonishly snobby shop ladies in «Pretty Woman.» We bought shoes, but we practically had to beg to try them on. She sneered derisively whenever we asked her a question, and initially told us we wouldn’t be able to get express shipping for a specific size. Then, at the register, she tried to hard sell my boyfriend on a belt he didn’t need and said something snide and weirdly sexist about me, to boot! (No pun intended.) My advice: if you want shoes from this place, skip the brick and mortar store, and go to Zappos.

A

I love it! Staff was super friendly! Didn’t smother you! And location is AMAZING! And even better to that end… Prices were NOT increased from what you can find online!

My brother said he wanted nice ‘boat’ shoes for his birthday. What are boat shoes? I had no idea, so I consulted with the best dress men in my life… the office boys. And at their recommendation (after i told them no way my brother was getting a +$ 300 pair of shoes from me!) I found myself at Johnston & Murphy.
The store not only had mens shoes but lots of «boat shoes» (I think they are for sailing on your boat? no clue still) they also have clothing as well… and well priced well put together mens clothing at that.
The layout is inviting an the staff very helpful (and well dressed) I wanted to take the whole store with me and give gifts to random men on the street so that the city would just be so nice to look at. «I’ll take one of him, and one of him, and one of him»
…Le sigh
A wonderful shopping experience that I will repeat when/​if I get to buy more man clothes for someone… or when I meet a man with a boat.