Hatley Boutique Metrotown

I bought some stuff for my niece and nephew. They loved it, especially the color changing raincoats.Perfect for everyday wear and rain gear.

Disappointed customer service,Wonderful product unfortunately the customer service is disappointing.

With young kids and a super busy life, I rarely write reviews. This is the first time I gave a store a 1 star review and spent hours to make complaints, because I had a very bad experience at this store and I hope other costumers will not experience this again.Simply put, 4 reasons: (I will provide the original receipt, the product photo/video, my 100% true experience below):1. Poor product quality ($80, one sleeve not wearable).2. No refunds for the defective product(regular priced item bought 2 days ago)3. No refund for anything for any reason store policy and Will NOT tell customers this policy before purchase.4. The store manager(or owner) provides terrible customer service and shows no care to customers.The details are as follows:I bought a children raincoat from this store two days ago.The sales girl is very nice and friendly. Because the store didn't have the size 7 I need, the sales girl told me size 8 might work too. If size didn’t work, I can definitely return or exchange within 30 days.When my daughter tried on the raincoat, I shockingly found her left hand stuck in the left sleeve and couldn’t reach out. I helped her try again and still the same thing. The reason is the inner layer of the left sleeve was twisted too much(almost 360°) and then stitched to the outer layer. You cannot make your hand get through the left sleeve. The coat is definitely defective, not wearable and poorly made. I feel so upset because I live in White Rock area and my kids and I had to spend 1.5 hour on driving for returning this defective coat.More shockingly, the store manager told me the defective coat definitely cannot be refunded. I said the sales girl told me that I could return it within 30 days. The manager said “yes, you can return, but no refund. Return is different from refund”. She also showed me it said no refunds for any regular priced items, exchange or store credit only on the receipt. However, no one told me their policy is so different from other stores and there is also no stamp/circle on the receipt to remind customers their special policy. I trusted them and I even didn’t take a look at the receipt after payment. For most of other stores I went throughout my life, if there is a special no refund policy, the cashiers will tell the customers clearly, or they will stamp or mark this policy on the receipt to make customers fully aware of their policy. For this Hatley store, they only told you you could return in 30 days, no concern. When you went back to return, even for a defective product, they told you they would never do refunds for any items for any reason. If I knew this policy before purchasing, I would consider if I should buy a larger size without the right size in stock and I would check the quality of the clothes carefully. Another customer also proved the store told her”you can return it within 30 days without other clarification” when I shared this experience at other social media.The even worse thing is the manager’s unbelievable customer service. During the whole process, she didn’t even say one sorry word or one sentence showing that they felt sorry that their product made troubles to customers. I told her the coat has quality problem and not wearable, she said this was very very common and believe her because she has 5 years experience. I told her I spent time and energy driving from white rock for this defective coat on a weekend, that is also my loss because of their product. She said “It is very common and we all shops, right?” Basically she is saying it is none of her store’s business and it is only your bad luck. Nothing can be blamed to her store and they never do refunds for any thing for any reason.The result was I brought back the defective coat, gave up the $80 and refused to accept their store credit, because the experience here made me so much uncomfortable and unhappy memories, I am not able to come to the store again or see the Harley clothes on my kids that will definitely make me feel sick again.Thank you for your time on reading this.

I always love the quality of their products. I used to shop online and in their Whistler location. Their items are a little bit on the pricy side. I checked this location as I was looking for kid's umbrellas. They have cute designs available on a regular price. The lady who worked there was super nice and helpful.

I went to shop for my 2 nephews and the lady(i believe her name was Stinder) helping me was so nice and helpful. I was being indecisive but she was taking her time to show me all the options. The quality on the clothes are very good when it comes to kids. Recommend this company 100%.