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August 2023 by Amal Owd
Worst customer services, rude and useless
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May 2023 by Cindy Gonzalez
Incredible customer service, highly recommended. A few months ago I had bought a beautiful navy blue silk blouse in this store, after wearing it for the first time I sent it to the dry cleaner, unfortunately the dry cleaners damaged it, the excuse was that it was because of the type of material "a reaction of the deodorant and the chemicals they use" and that this is something that often happens in that type of material. I had never heard this before and out of curiosity I did an internet search but when I did not find anything related I decided to call the store and ask if they had ever heard about this, the person who answered my call noticed my frustration and was very kind, she told me that she had never heard this before and that the dry cleaner would probably have ignored the special washing instructions for this type of material. In addition to listening to me, she offered to return the damaged blouse and give me a credit in the store to make sure that my experience with the Theory brand was not affected by a dry cleaner error. I have already made the exchange in the store and I have a new blouse, I will clearly make sure to use a different laundry in the future. This was totally unexpected and surprising! Theory guaranteed with this type of service, that as a customer I did not lose confidence in the brand and a happy customer, is a permanent customer who always returns. Excellent service!!!
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January 2022 by Greg L.
I don't recognize the negative comments. Nice people. Very helpful. Great fashion with good discounts. My wife and daughter love this store. I'm shopping at the Theory for Men store
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January 2022 by Nick
Horrible customer service. Very rude and impolite.
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October 2021 by Kimmi D.
I love this brand. My husband took me here to buy me whatever I want for my anniversary. This is the first time I enter at sawgrass mall Theory and it will be my last. Customer service is extremely bad. Very rude employees, including the manager that I spoke afterwards today. I preferred to spend my money somewhere else if customer service is going to be so bad.
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January 2021 by Lea Remolona
From my most recent visit this month, all the associates in my opinion are pleasant and helpful. Selena was patient and courteous with me and my mother-in-law. She ordered a coat for us that was out of stock in her size and had it shipped from the Massachusetts store. The express shipping we paid for was fast/on-time, but the associates in MA had forgotten to remove the anti-theft tag. I called the Sawgrass store to demand a resolution. Their response: Selena herself and another lovely coworker Tanya drove to my doorstep. Not kidding. They drove 30 min to Fort Lauderdale to my house to remove the tag for me. Made me feel silly for ever getting upset. I hope they will not have to repeat such a trip for what was another store's mistake, but this serves as proof these ladies care and will go the extra mile(s) (literally) to win over a customer. I've always liked the quality and design of Theory outlet clothing, and pricing after discount is very fair. The few times I have made the trip to Sawgrass, I always stopped by Theory and will continue to do so. Be sure to verify the register rings up the appropriate pricing for clothing listed at discount, as it does make errors.
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December 2020 by Sara P.
The manager talks s*** about people shopping. Loudly and on purpose. Not only that but she was incredibly short and rude. My mom is older and she snapped at her for repeating herself, thinking she hadn't heard her. Love the clothes but don't love the service.
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November 2020 by Karen L.
The clothes was nice but the customer service was horrible!! The lady working the container had an attitude the whole time we was there. The second we was there, she was also there and she still gave us an attitude. Just asked her a simple question. I wouldn't come to this theory again if I had a choice!!
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July 2020 by Christine Ugwa
Bad customer service experience. Manager Karen was very unwelcoming.
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February 2020 by Kay H.
Needed to update my suits for upcoming meetings. Headed down to the Sawgrass Mall Theory for the great deals they have. The suits may be on the pricey side, however they last, don't fade, and they keep the same materials on hand so if let's say your pants do wear out .... you can go back and they willl have the same color on hand to match your suit jacket. The salesman Chris was extremely helpful and had great patience. He checked how the suits fit, made suggestions and brought tops that would look nice too. The store is located outside of the mall near PF Chang's. Ease of parking depends on the time of day, and it is a little walk from the parking lot to the storefront. If you go, ask for help. They know the latest styles and what looks nice. Enjoy!
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October 2019 by James B
Terrible service and management is very disrespectful - would not recommend.
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January 2019 by Jordan Ilan L.
Someone asked me a short bit ago, do I shop designer labels OR?? And, my reply was I shop what fits...just happens that primarily all my work attire happens to be Theory. I shop this outlet store bc of the huge bargains for classic clothes that never go out of style. The staff are always incredibly helpful and want you to look good- it's just not about the sell. I am very happy to make my trek to the mills bc I know that this is money well spent. I am huge into looking classic and yet trendsetting at the same time. Shop the outlet stores and you won't ever be disappointed. ;)
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December 2018 by Sherine A.
I came into the store one night and tried on a beautiful coat in medium and didnt fit. The saleswoman got me a large which fit better and i decided to purchase. Once we were at the register, i asked her two times to make sure the size was correct. She assured me it was. I would have checked myself but it was already in the garment bag. I got back to my hotel an hour later and realized she had given me the wrong size. When i call back to let them know, the woman on the phone states that they have not had a large there in over a week. I honestly believe they were doing this to cover up for the womens mistake - i literally tried on a large one hour ago! They tried to make me seem like i was crazy meanwhile they have an employee who cant do the simplest job - read! I was in the middle of traveling and After much back and forth, they sent me the shipping lAbel to return the coat and i had to shell out 9$ for a box to send it back when it was their mistake! Please be sure to check your items before you leave this place - do not rely on the salespeople because clearly, not only do they lie, they unfortunately cant do their job right.
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October 2018 by nancy f.
Great store to shop all - cleaned and greatly priced. Lots of selection and sizes. Staff is super nice and friendly. The manager was super helpful or I think she was the manager - her name was Patty and she was awesome. Anyways she was nice and attentive. Check out the store if you are at Sawgrass Mills. You will thank me later !
