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December 2023 by C S.
The customer service is hit or miss depending on when you go and who is working. Some ladies are nice while others are snooty not friendly. I get that we are in Palo Alto, but customer service should be universal, regardless of who is shopping. I feel that the quality has gone down quite a bit and items do not last like they used to which is very unfortunate, considering the price. I also did not care for the fact that the company felt the need to take a stance on controversial political issues. Just stick to selling clothes and stop alienating customers.
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December 2023 by Annie T.
The people who work here are really kind and helpful . The clothes are all sustainable and beautiful . I love the simplicity of the designs and the natural fabrics . It's great to find clothes that don't have prints on them . The store is clean and bright .
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September 2022 by Pat Z.
This store is small so there is limited selection. They had very few petite-sized clothes when I was there yesterday. Also I did not appreciate the main clerk's snippy treatment. For me, EF is a must for its petite clothes and use of natural fibers but I won't be back to this store.
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August 2022 by alex h.
I used to like EF clothing. But lately it seems the clothing (which are very pricey) look like CRAP after a few washings. I probably had 40 items of EF. Unfortunately, they all ended up at Goodwill within 6 months of buying them. No more. I'm done with EF clothing...
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August 2022 by Michelle Peters Spivack
Always exceptional customer service!
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May 2022 by Jasna Jurjovec
Experienced and friendly sales people.
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February 2022 by Elisa H.
I am a big fan of Eileen Fisher and I can order the clothing on line because I know the garments will be high quality, will wear well and are my not fast fashion. Anytime the pants or dresses go on sale, I stock up. The exception for me is the fine jersey fabric which I think is a blend if mostly tencel, which pills easily and unlike the other fabrics, like the gabardine, responsible wool, pima cotton and organic silk, stains easily. Luckily, my returns are infrequent because their return policy ( at least at this location) is not very customer friendly. The customer service is not overly solicitous, which I actually do not mind terribly. In my opinion, quality speaks for itself and I have always been made to feel comfortable, although, apparently there are others who have had a different experience. I agree with the reviewers that it is a good idea to possibly purchase EF clothes at other retailers like Macy's, Nordstrom and Neiman Marcus, due to the stingy return policy. My understanding of that policy, based on what the store manager explained today and reiterated on my receipt from this store today, is that unworn clothing, with tags in perfect condition and with receipt may be exchanged within a 30 day period in exchange for purchase price. Without a receipt, store credit can be issued and outside of 30 days, you are out of luck. No allowances are made for damaged Items, if prices go down, you get the lower price. On December 29, 2021, i purchased 13 items for myself. A couple of them did not work and i returned them in person. One other item was that fine jersey fabric and it had immediately pilled upon washing Accordingly, when I returned these three items in very early January, the blonde, curly haired manager gave me a tiny bit of push back, on the item because it had been worn and washed. I explained that the item had been washed according to instructions and asked that my account be reviewed to check into customer loyalty. I was offered store credit and given that I am a loyal customer and wear the brand, this was acceptable. Today was a different story. I was outside the 30 days, but I pointed out that given that it had been about 45 days, and I had purchased a great number of garments, I had yet to wear each of them yet. I had worn this fine jersey boxy dress In Magnolia exactly once and washed in gentle cycle with a laundry bag intended for delicate fabrics exactly once and had hand dried it. The manager kept pointing to the pilled fabric, explaining- this had never happened to anyone that she was aware of . I pointed out that it had happened to me a few weeks ago with a garment made of the same fabric, that the other items I have purchased have always worn and laundered extremely well, but this fabric did not. The saleswoman hemmed and hawed and offered me half of what I paid for it- she clearly Implied that I did not appropriately care for the dress and that she felt that 50% of my purchase price was more than fair. I told her that the damage was not my fault, a thirty day return policy is too short of a window and that the offer was unacceptable. She very reluctantly agreed to a " one time store credit for the purchase price". It was abundantly clear that she was bending the rules for me and the implication was that I was very lucky indeed to be getting such a great offer. I did accept it. Any other department store, boutique or retail establishment would have offered this right off the bat and no negotiation would be necessary. The policy is not the managers fault. She was just reinforcing it. Typical policies are unworn and with tags and receipt are good for return within 60-90 days and damaged or defective items ( which this clearly was) within the same time frame. I love the Eileen Fisher website. It is user friendly with great sales frequently. Current sale is additional 40% off sale items. However return policy does NOT benefit the customer and is WAY to rigid. I went up a star to 3 because in the end, I was able to negotiate an appropriate return and I got a " I am sorry for th
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November 2019 by Supriya G.
Surprised at some of the other reviews. I had a wonderful experience at this store today and the vibe amongst all the sales staff was super positive. Great selection of clothes too. Want to especially thank Amita who helped me find a bunch of stuff today and was super patient. Really enjoyed chatting with her. Will definitely come back!
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July 2019 by Anna V.
I own thousands of dollars of Eileen Fisher that I bought directly from Eileen Fisher dot com. Most of it is lovely and long lasting. However, on occasion that I have to return something, their customer service is HORRIBLE and they do NOT refund immediately. They take no value in devoted customers who spend $$$$$. You are just a dollar sign to EF. I have decided thst there are far better sustainable brands than the over priced Eileen Fisher. I have really like her designs and they fit me well, but customer service is EVERYTHING to me. Eileen, as much as you charge for your clothes, it would seem to me that you could afford to invest in higher quality responsive customer service. It would seem to me that loyalty has some value because after all, not everyone can afford to pay $400 for one wool dress or cardigan.
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July 2019 by Lance Lindsey
Great!
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June 2019 by w. s.
Hi, Don't mean to offend, but I'm feeling bad for the staff. I'm a long-time EF customer. I love the clothes and I really love the sales. I've never had anything but professional, pleasant and helpful interactions with the sales staff at this store. If someone is moonlighting, I doubt it's with management approval. I hope you reported it to the store manager. (Particularly weight-loss product schemes! This company doesn't tolerate any sort of body shaming.) You can return anything you buy online or in any store, to any other store. There are limits to their return policies, but nothing out of the ordinary for a large retailer. It's sales, so there is turnover for a variety of reasons, but there are always some core, long-term employees and they're very good at what they do.
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February 2019 by Ro Carbone
Always very halpful staff and beautifully made clothing.
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December 2018 by Katherine H.
Hi, Just to warn you if you return something online, they do not credit your credit card. They give you a gift card. I went to the store and wanted to get cash for the card or credit my credit card but the just said no. The only solution to them was buy something else. If you are like me, you have to many clothes already. I found the rude and supremely unhelpful. Buy your Eileen Fisher at Macy's. They have better return policy and better selection. It is on the second floor about a half block from the Eileen fisher store in Stanford Mall.
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June 2018 by Jordan J.
I love Eileen Fisher clothing. It can be a bit pricey, but it's made responsibly, so I'm ok with it. I went into this store, was never acknowledged, picked out a few tops, went into dressing room, on my own, really liked one of the tops, took it up to counter, the gal was on the phone for several minutes and never acknowledged me. I almost walked out but really liked the top so I waited, when she was finally done I expected at least a "sorry about that" but she didn't even say hello merely took my item and rang it up and asked me if I was in their reward system or something? Very strange. What is with this behavior? Don't these women have any simple manners? I love Eileen Fisher and this store has the best selection of the newest pieces, but I don't shop here frequently because of the atmosphere. Too bad. The store and products are lovely, but I never leave feeling good, and that's bad. Get a clue.
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December 2017 by Marty F.
My wife has shopped here a few times now, and has enjoyed it. However, her last interaction with this location was not great. She came home a couple weeks back wanting to buy protein shakes from one of the sales women there who seemed to be moonlighting. This is unacceptable. I'm not okay with her spending hundreds of dollars on a t-shirt at a store that let's their employees do something like this. Going forward my wife will only shop for Eileen Fisher at the department stores. Good luck with your protein shakes!
