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March 2019 by Rachel A.
This review is for the ladies... You know who you are. 1st visit: Shopped their small but still great clearance area. I went to the counter to purchase my finds. The very friendly young woman shared with me: that she just moved here from a very urban area, she likes photography, her favorite style of panties available at Torrid, and that my total bill was $75. She inquired if I had their Torrid credit card, and did I know I could save 40% on my purchase today? Saving 40% off of clearance-priced items sounded great to me. So I happily fill out the application and was approved. The sales woman attempted to charged my new account....uh oh. The sale wouldn't go through. So she called her manager. She ended the conversation and informed me that the 40% off was not applicable to clearance merchandise, sorry. So to "make up for it" she gave me several coupons for dollars off of various full-price merchandise at an upcoming sale. Her body language and facial expression told me that she really thought she was giving me something of value. I paid for the clearance items with my debit card, like I had originally intended to do. She thanked me for the transaction, and we said goodbye. But.... as I was collecting my belongings, I witnessed her reach for a clipboard, and fill in her initials in one of several boxes indicating the amount of credit card approvals that week. I felt used.
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February 2019 by Tiana Gjerman
I always find exactly what I need and the woman who runs the store it so nice! I was in there getting a dress for a Christmas party through work and she was so helpful and so excited for me the whole time. Can't wait to go back!!!
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September 2018 by Susan D.
I went to return a few items I had bought online and was assisted by Rachelle. She was extremely helpful and friendly. She went out of her way to help me with my transaction. Nowadays it is hard to find good customer service, but Rachelle impressed me!
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May 2018 by Anaise McNaught
My daughter got a dress and decided to return it when I got there the lady told me it was final sales. She didn't tell my daughter that when she bought the dress. She was super rude, and you can only get store credit. Overall don't shop there, there's terrible service and it's not worth it.
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March 2018 by K H.
The service here has plummeted to an all-time low. There was a time when you would be greeted with a cheerful "hello" when you walked in and a simple inquiry as to what you were looking for. Non-invasive but polite and helpful. Now you will be hard-pressed to receive any kind of customer service. My friend and I have both been here a few times fairly recently, together and alone, and we both encountered the exact same unpleasant experience of having to stuff our arms with clothing and visibly struggle to continue looking without the slightest spark of attention from the girls who stand behind the counter and gossip together. Not even an offer to start a changing room, which used to be the norm if even you had just one item in hand while browsing the selection. I will say there is one girl who works here that is nice and helpful. Both times I've seen her, she's been the one to offer to start me a changing room with a friendly smile. Unfortunately I haven't asked for her name, but if memory serves me right, she has short brunette hair and maybe a facial piercing or two. She may be a manager, but I'm unsure. **If this girl is reading this, thank you for upholding the customer service your store used to always instill in their employees. Encourage your current coworkers/employees to do the same.**
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March 2018 by Kathleen R.
I'm very disappointed. I went to Torrid in Santa Rosa. I researched plus size bra's and size 10 mid rise jeans. The gal that was working, showed no interest in my being there. I asked for the size 10 mid size jeans, and she said there were none. So I took a look, and there was nothing but high rise jeans. They advertise they carry what I was looking for, yet none in the store. So I looked at the bra's. They were at least around $89.00. the cloths were really expensive, and I didn't care for the styles. The customer service gal, did not ask me if I needed any help or paid any attention to me being there. Ended up going to Sears, and got what I was looking for at a reasonable price. I will never visit this store again.
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March 2018 by Kym K.
You'll notice I very seldom write bad reviews because I myself am in customer service and it disappoints me when people are negative. But I'm sorry this place has it coming. I have been shopping here with my daughter for years. 4 days ago we spent $564 in just one shopping trip. I added my purchases from just 2017. $7894.13. Torrid lost us today over a pair of pants and terrible customer service. I am saddened to say. I cut up my Torrid credit card and I am done. My mom went with us the other day and picked out a pair of pants that were TAGGED 16 short. So she Purchased them, Took them home, took off the tag, went to try them on and they were too long. That's when she noticed that they were 16 regular. Let me remind you that they were tagged 16 short. So this morning when she went into torrid she told the store manager the situation. My mother was refused a return because she took the tag off. Let me remind you she have the receipt totaling almost $600, she had the tags, And she had the item that was miss marked. Needless to say my mother walked out without the pants. Nor did she get her money back, nor did she get a store credit. What my mother did get was a really bad attitude. I am sad to say that ever since Laura left the store it's gone downhill. We used to really look forward to coming in here because we knew we would get excellent customer service. It hasn't been that way in a couple years. Sad!! I don't know what else to say except for I'm extremely disappointed.
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November 2017 by Jeskaya D.
I recently attempted to return a coat that I had purchase over the phone due to trouble ordering online. Upon receiving the jacket it was not as expected so I attempted to return it to the store, as their return policy suggests. The return policy states on my receipt and online that all you need is the receipt/order invoice and the item to make a return, regardless if you mail it back it return it to the store. To save on shipping costs I drove 45 minutes to the Santa Rosa store to return it. The woman with the blue hair started to take my return but I was turned away because I did not have the credit card I had used for the purchase. I used my mothers card, who lives several hours away, as this was supposed to be my birthday gift. Even though you obviously do not need your card to process a return when you ship it back (because that information is in their computer system) according to the blue-haired woman at the Santa Rosa Plaza store for in-store returns you must present the credit card that was used for the purchase. While I know this is sometimes the case at other retailers, that requirement is usually reflected in their return policy details. Torrid does not specify this in their policy at all. So, without trying to get in an argument I promptly left the store and e-mailed Torrid's customer service. After a few days they offered to e-mail me a pre-paid mailing label so I can make my return. A few days later, no label arrived. So I e-mailed again and a few days later I received an email stating it could take 24-48 hours for it to arrive in my e-mail... It has now been a week and I have still not received anything. To boot this entire negative experience when I ordered over the phone because the website was malfunctioning, the woman over the phone tried to over-charge me by $40. It took her several attempts to get the math right, only after arguing with me that she had done the math right. She was calculating a 30% discount to apply to a $109 purchase. Free shipping was included. After taxes and a 30% discount she told me that my total was $112..... ANYONE with common sense and basic math skills can immediately detect that this was not correct. In fact, my correct order total, the same total I was given online, was $82.42 with all taxes/fees included. Absolutely nothing has gone smoothly. This being my first Torrid shopping experience, I can confidently say that I will NEVER be shopping through Torrid again. If they do not honor my return I will simply dispute their charge and donate this coat to someone that might appreciate it.
