November 2021 by Zak Ramrup
Fantastic experience at this new location! I was familiar with Rag & Bone's clothing, but had never really made a deep dive into their apparel as far as menswear goes. I was just wandering around at the time, and chose to stop by. I'm incredibly glad I did. The staff went so far above and beyond.One of the first things that struck me was how extremely diverse their staff was. Karl, Adi, and Courtney were not only incredible to work with, but also having a really ethnically diverse staff made me feel far more comfortable shopping there instead of, for example, ALLSAINTS next door.Furthermore, although I arrived when it was quiet, the team did a great job making my time there feel super special. They took time to assess exactly what I'm looking for, and then craft different styles. It really felt more like having a trio of personal shoppers rather than sales associates.You can tell they all had stylistic differences, but working together gave me a massive range of what kinds of things I could achieve as far as streetwear vs. dressing a little more upscale vs. lounging around the house. For me personally this was helpful, since my style really depends on the day.Of note is that the store itself is bright and airy, with a loft-like industrial style. It was little spartan as far as what they actually show in terms of product offerings, but most additional sizing is available in the back.The iPhone charger in the changing room was a godsend, since I was there for a rather long time. The changing rooms didn't have doors, but the drapery provided was more than significant enough to fully cover the entrances. The staff also provided water while there, since it was a bit warm.The staff also did a great job of not necessarily trying to sell me on getting more items, but bringing things that were different yet within the same wheelhouse I described as far as needs go. Everyone was highly observant and incredibly friendly, so speaking to the staff in my experience felt more personal.It was nice to be offered water while there, and the staff did a great job as far as COVID precautions go.Two notes: they have an incredible warranty when it comes to manufacturing defects, and the cost of hemming is extraordinarily inexpensive. $10 for an original hem is next to nothing where I live. Hopefully I won't have to use the warranty, but it's a great peace-of-mind thing to have.Even after the purchase, they brought my clothes to my hotel within the mall (the Westin). They even sped up getting it to me when I realized I was about to miss check-out. I've spent literally thousands of dollars at far more expensive boutiques around the world that wouldn't even offer that, let alone in their price bracket.So, the fact that they texted me when everything had arrived at my front desk, AND followed-up with me as far as how everything was going with the new clothes showed a level of customer care and attention to detail that many other stores miss. I'm a trained marketer, and those post-purchase outcomes are so extremely important for building a longstanding customer relationship.The store and clothes are nice, don't get me wrong. However, the real magic there is the staff that made my trip go from ok to amazing. 11/10 worth every dollar I spent there. I only wished I took photos of the store!
