Journeys

I once tried to return a pair of sneakers because they were hurting my feet after a couple of wears. They were the correct size but it was the way the arch was in the shoe. They tried to sell me expensive inserts, which I knew wouldn't help, then they examined the shoe and tried every reason to not take the shoes back. Management was supposed to get back to be but they never did. I really didn't think this was fair at all, and I was out the $150 that I paid for them. I couldn't even sell them if I wanted to because the arches were messed up. I will not shop there again.

The in store staff were perfect - thank-you. The stars were lost after the purchase. Docs ripped on the first day:/ Journeys customer support assured me that sending them in was better than going to the store, promised a “fast tracked exchange” and that new boots would be sent to me as soon as I provided a tracking number. 6 weeks, and 6 conversations with support later (with many promises of an update within 1-2 business days) I am told that they aren’t sending boots at all. Journeys decided to issue a refund instead - and not inform me. The notes in the case were apparently there during my last 3 conversations with support. Of course they have not yet issued that refund, and it could be another 3 weeks until I receive it? They fast tracked promise was new boots with 5-8 days, the reality…maybe a refund of my purchase price after 9 weeks…of course no refund of my time. 13 apologies for not bothering to update me or to follow through on promises though, that’s pretty rich - as are the over 40 Journey’s emails I have received trying to convince me to buy more products from them during the time that I was waiting one email updating me on my return.UPDATE- a Journeys rep was quick to reply to my review and asked me to reach out(see below). I took the time to dig up the details and type out another email, and they got back to me on the same day. Their reply was basically that there was a miscommunication - a fast traced exchange doesn't mean fast...and I must have misunderstood when I was told that replacements would be sent out as soon as I sent a tracking number. I must have misunderstood the customer service rep who told me I would have the boots in 5-8 days.Journeys also wanted me to know that the team that handles these issues and refunds is very small and that it can take some time for anything to actually happen. This doesn't sound like a problem that I created though - maybe I should have asked to pay more for my purchase so that Journeys could hire a larger staff.I find it very interesting that Journeys hires people to quickly respond to these reviews who will in the end just tell you that these things take time and we can't deliver on any of the time frames that the customer service reps are giving us.Why did a Journeys rep even reply to my review? Just to look responsive online? Or was Journeys intentionally trying to waste even more of my time? It's comforting to know that they pay enough people to respond right away to online reviews but not enough to actually handle customer situations. I didn't think that companies that were this irresponsible were still in business.UPDATE on May 12, 2023Jordan C from customer support promised that the very latest day I would receive a refund check in my mailbox would be April 28....2 weeks later and I have not received a refund. I contacted customer support again and there were no updates. Amber tells me I will receive a response within 1-2 business days...but we know that means I will be reaching out again in June as Journey's has yet to do anything with any of my other requests for an update that promised a response within 1-2 business days. I don't think these requests actually go anywhere - or maybe there is a mix-up and journeys is balling up all of the customer service requests and shoving them into the shoes when they pack them. Journeys has the boots I paid for, and Journeys has my money, and Journeys has taken my time - when does this graduate from customer support to the RCMP?

Customer service is great, novelty converse and skate shoes are normally what s found here

Friendly knowledgeable staff, would recommend this store!

Was in last week to find shoes, a lovely person helped me *I think they may have been newer* and helped order in the shoes I wanted. They were very helpful and had great customer service. Thank you.

Large collections of name brand shoes (Tom's, converse, Vans, birkenstocks, timberland, NB). But not many types/colours of each brand. Didnt have my size in Tom's but immediately asked if I would like them shipped to me and suggested other branches in different places. Very helpful and look liked they enjoyed their jobs.

Purchased a pair of vans for my son and he wore them a month and they fell apart. Returned them to the store with receipt and I was told that she would email the picture to her boss and someone would be in touch. Two weeks later and no response yet, not good customer service at all.

Went into this store today to find a pair of black Birkenstock water sandals for my wife. They had none in stock but the older lady said she would try to order them but they were not available she said hang on a second I am going to see if any of the other stores had any at all. Nope nothing available. Her and a young man knew I was upset ended up showing me several other shoes and I did end up buying a different pair. I had a great time and they had great ideas. I don’t often compliment but they went above and beyond to make sure I left with a great gift and laughs. Great store great workers I hope the manager knows this.

Got Fila sneakers here for the first time. Helped my balance after a fall. I cant say enough good things about them.