Dear Banana Republic Customer Service, I am writing to share one of the most embarrassing and upsetting customer service experiences I have ever had at one of your stores. I have been a loyal customer of the Banana Republic location at 101 Liberty St. #1420, New York, NY 10006, as it is conveniently located near my office. About a week ago, I purchased a pair of off-white jeans. They only had one pair available in my size. When the sales associate brought them to me, I noticed visible dirty marks around both front pockets and on the back of the jeans. I asked whether another pair was available, but I was told there was not. Because I was in a hurry, I decided to purchase them anyway. On July 30, I returned to the store because I had decided not to wear the jeans and wanted to return them. As soon as I showed them to one of the sales associates, she immediately asked whether I had worn them. I explained that I had not and reminded her that the jeans already had those marks when I purchased them. She said she needed to call the manager. When the manager arrived, she did not introduce herself or greet me. Instead, her first question was, "Did you wear these pants?" Before responding, I simply said, "Good afternoon," because I expected at least a basic level of courtesy. She then told me the store could not accept the return because of the condition of the jeans. Once again, I explained that the marks were already there when I purchased them. Rather than handling the situation privately and professionally, the manager walked over to another display table, held up a different pair of jeans in front of other customers, and loudly stated, "This is how the pants should look when they haven't been worn." At that moment, I felt publicly accused of being dishonest. I told her that this conversation should not be taking place in front of other customers because it was humiliating and inappropriate. I left the store feeling embarrassed, disrespected, and unfairly judged. As a Latino Black man, the interaction left me feeling profiled and treated differently. While I cannot speak to anyone's intent, the way I was approached, questioned, and publicly challenged made me feel discriminated against. Every customer deserves to be treated with dignity, respect, and professionalism, especially when there is no evidence of wrongdoing. I am not only disappointed by the outcome but also by the manner in which I was treated. Regardless of the store's return policy, there is a respectful and private way to handle concerns with a customer. Unfortunately, that did not happen. I would appreciate being contacted by someone from your Customer Relations team to discuss this experience and the conduct of the store manager. I believe this matter deserves review so that no other customer has a similar experience. read more

Wow, the store associates here go above and beyond! They hunted down the last pair of shoes in my size just to find me the perfect fit, even though they had to check nearly every display in the store. This is by far true most expansive BR I've ever seen, with a variety of styles and pieces. And it even has an elevator! read more

First time at this location and it did not disappoint. Great selection and the customer service was incredible. Renee was so kind, so thoughtful, and made the entire experience top tier. Thank you Renee!! read more

Look how beautiful this store is ! I have always loved their decor when it comes to their stores . Love their quality products! But it's not for me, because I am broke ! And it's ok I don't have to wear brands to feel comfortable & feel good ! Customer service was good . read more

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Everything and everyone got better here in the last year. What the hell is happening? I dropped $1,250 bucks in an hour at the 5th Avenue store. Happily. read more

Had a good experience with JP. Super honest guy, we got to have a cool chat and he gave me some fashion tips, overall a positive energy and conversation. I'd recommend everyone shopping at Banana republic get service by JP. read more

I like Banana Republic. I can't help it really. I'm old, and partly white, so it's a virtual guarantee. But this store in particular had the most helpful associate I've ever dealt with. I don't think I've ever experienced such passion when it comes to button up shirts and my own satisfaction. She was so ardent in her desire to get me the clothes I wanted; my own wife has never been this interested in making me look good, and she has to look at me every day. As a nice bonus, the dressing rooms are actually outstanding. They are huge and roomy with far more racks and hooks than anyone would ever need, seats for taking off and putting on your shoes, and all kinds of angled mirrors that let me see how terrible those pants look on me from the back. Sure, the one shirt I didn't try on fits terribly even though it's supposed to be the same as the other one that fit great, and I'm going to return it if I ever get the chance...but I like this Banana Republic, and it's not their fault. read more

BR has a scam of selling you sale items at no return even when you order a suit but they only send you the pants. Just another way of unloading their low quality clothes that no one wants. They will accept your order then act like it ships, then say, oh sorry we over sold this item. But sales are final. Fu, basically. Won't shop BR or their brands again. I hope they get a class action lawsuit for their shady practices. read more

I needed a wardrobe refresh after the pandemic! The staff was super helpful and I felt a joy in shopping I haven't felt in a long time. Love the pieces I ultimately picked out and they'll give me confidence in my new job. =] go here they're nice and helpful! Also got some stuff on sale so it was overall a delightful experience. read more

i was in dire need of a couple of business items for an upcoming meeting, my first in about 2 years bc of covid so lets just say the 47lbs i put on these last couple of years during quarantine showed themselves & i was devastated that i went up 3 sizes, having such a difficult time finding something decent. both jacob and sam went above and beyond to not only help me but to make me feel better about the realization of how much weight i gained. i must say, every person i encountered in the store was beyond sweet and helpful but sam and jacob both went the extra mile & i feel the need to shout them out!! read more

Worst location in Manhattan. The store has been a mess on every visit - weekday, weekend, afternoon, evening. It's also poorly lit or has bad vibes because I've never bought anything there. I am more fond of the Flatiron location. Just now, the fitting room had random hangers and price tags thrown around. And the customer service makes me want to shout (and not in a good way like that one song): I've placed a pair of pants on hold from another store. When I inquired about them, the sales associate replied "go ask a cashi-" before walking off mid-sentence. Bad day, we've all had those. I stand around in the cashier line and then politely ask about my much-coveted pair of pants. The cashier sighs and goes to grab them. He hands them to me without saying a single word. Um yeah, 2 people in a row, but still I came here to try on these pants (which actually weren't the same ones I've requested, but whatever). In the fitting room it's a mess. Employees speaking to themselves before gesturing towards the dirty fitting room. After trying them on, I step out and try to hand the pants back so they can go on the go-backs rack. At that point, they ignore me. And that's the story of the last time I've ever stepped foot in this aweful store. /Rant read more

This store tends to get very busy but I came 20 minutes before they closed on a Sunday night. So, there weren't a lot of people and I got a room to try on the clothes immediately. The selection is good and they have a backroom where they put all the sales items. The prices at BR are more reasonable for workwear than J. Crew. I am not so thrilled with their design or creativity but they are comfortable and safe choices. read more

This Banana was very busy on a holiday shopping season. A well-lit, interestingly designed store with a first floor for women, second for men. The lower floor is larger than the upper, of course, catering to their primary clientele. A couple of negatives with this store in particular.... I asked about a black chino, and the first lady I asked pulled out a blue chino, and said it was the black one... um, my eyes aren't as old as hers, but still.. not comforted by this. A second staff member had to double-check and eventually came back with the "we don't have this one in black" but didn't offer to check any other store or location for one. Customer service otherwise was prompt and efficient, aside from that fumble at the start. Secondly, the store has a wonderful mix of coats, but it feels like their ranges go from the regular Banana ($275) to a very nice Monogram line ($1275) with precious little in-between... you could definitely tell the difference in the quality and style, as the "cheaper" version was pretty poor when compared with the high end, but you either can afford the first or the second, there's no middle here... hm. Lastly, shirts, suits, and dress wear for work are very limited here... I think I'm better off finding a larger location like the one at 34th St. read more

Banana Republic has best options for work clothing in reference to suit jackets and pants. It's a one stop shop. A young lady by the name of Adriana was very welcoming upon arrival and did not hover, giving me space to look at the merchandise . She was extremely helpful in looking for the things that I needed. And I even looked like I rolled out if bed, she did not profile me. Just wanted to say thanks Adriana! read more

I work for the Banana Republic in my area, and I recently placed a Charge-Send order over the phone with this location in New York. I was helped by AJ, and she was absolutely PHENOMENAL. Charge-Send's are usually never fun, as they can take a lot of time, since you have to locate the item within the whole store, then process it over the phone. Her manager taught her how to do it (since she hadn't done one yet before), and she nailed every single part of it. She was extremely kind with me, made sure the information I provided over the phone was correct, so that no errors were made on either of our ends, she was just exceptional. GREAT service! Props to her manager as well for being able to effectively teach her how to do it on her own right in that moment! Keep up the great work over there! Thank you for going above and beyond to fulfill my transaction. Be safe, cheers! -Diego read more

I absolutely love Banana Republic for my work and casual clothes and usually have no problems. This store was clean and organized except for the clearance section that looked like a hurricane. The dressing rooms however were very clean. This store while looking very nice and upscale, lacks customer service. Im used to the dressing room staff checking in me at least once....that didnt happen. As I waited in line to check out, the customer in front of me completed his purchase and moved on as I approached the register Margarita looked me dead in my face and walked off without a word. She didnt say this register is closed, Im going to help someone else or anything...she just walked off. So RUDE! read more

I came in trying to buy gloves since I literally had just lost one of mine getting out of a cab, and didn't realize it until it was too late. It always happens that way. I was greeted by an older woman at the door, which was nice. I asked her where they wold have gloves. She looked at me and straight faced said; "We don't have gloves, but we have some scarves in the sale section!" "Um, bless your heart . . .thanks." I heard the word 'sale' and I really wanted to see what they had. I knew I couldn't get gloves, but at least I could look at other stuff. I'm soon approached by a sales associate with large fashion glasses. "Hi! I heard you're looking for a scarf?!" "No, sorry, not looking for a scarf. It's a misunderstanding." " So, i don't get it, you're not looking for a scarf?" "No, I was looking for gloves." "Oh, we don't have any." "I know, I heard. I just came here to look at your sale rack." "Oh okay!" She then proceeds to show me two scarves, - _ - one she said was really cute and chunky, and would look really good with a leather jacket. And then she showed me a cream cashmere scarf that would look really good with a sweater dress or jersey knit tunic. She has a point on both ends, but I didn't come for a scarf. I thanked her for her help, and agreed that it was sad that there was only three scarves left and that was the sin that winter was really over. # :( #sorrynotsorry I found a few things that I liked in the same section, as well as a few full priced skirts in another section. i get to the register to pay, and the woman greets me and asks me if I found everything i was looking for, I responded yes. She then starts scanning the clothing and looks around and says; "Oh no scarf?" WTH?? 0_o? I try to just pay and leave and whip out my credit card, or so I thought. This whole time she's telling me that my card is declined, sure enough, it was my school I.D. -__- distracted from the phone call I received mid purchase as well. Whoops. i noticed this and was immediately embarrassed, i swiped my actual credit card, and apologized for the misunderstanding, she smiled and said she understood. When receiving my receipt, she mentioned a survey that i can take, to get a coupon. And then she said; " ..and when you can afford to do so, you can come back to our store and use this coupon. ." Uhh, what the heck are you talking about? Even let's say my credit card was declined, and let's say I used several ways to pay for my items, you have no right to tell me anything! I don't tell you how to dress with your messy hair, beady large eyes and awful choice in plaid shirts. So please don't give your opinions out. That's what your lunch hour is for. -jerk. read more

Nothing put positives for this location: -well stocked -organized -great location in SOHO -very big, lots of room -friendly service -excellent sale selection -variety of sizes -large shoe and accessories selection I will definitely be back! read more

This is a fairly new, shiny, well stocked BR and probably the biggest one I've ever been in. That said, WHEN DID BANANA REPUBLIC GET SO DAMN EXPENSIVE!?! I used to see it as a moderately priced store with good sales. Now I see it as an overpriced store with okay sales. I mean really, the stuff is just a notch or two above Gap, and for the price, I can go somewhere else. I did pick up two cute blouses from the Heritage line that were on sale. They're a little too big, but I do find a lot of BR's stuff to be cut on the boxy side. Love the patterns though. And the fact that they're silk. read more

This is probably my favorite BR in NYC. There are lots of displays and great lighting. There are also lots of ideas of what to wear. Make sure to get to the back, where more of the straight-up business clothes are. read more

Definitely my favorite BR in NYC. I think their post-renovation totally transformed this store. From the outside it looks like another ordinary Banana but I am very impressed with the design once I went inside. I ended up going there twice in one day. The experience I had here differs greatly from the other Banana Republics. The second floor is HUGE for Mens clothing. They also offer personal help for shopping (like a personal stylist) who helps you pick certain things out based on what you like. I also love that the people here take their time in explaining certain sales and promotions and also offer future advantages to shopping. PERFECT place in SoHo! read more

The personal stylist here for men is clutch. I told them my type of event and the salesperson picked out a nice pair of Monogram slacks (on sale for $29.99) and a shirt to match. Even though it is not something I would usually wear, I got a few compliments over his outfit. The price is standard Banana prices. However, this store has a large selection of sales item and the employees / personal shoppers don't try to upsell. Like I said above, I got a very nice pair of black slacks for $29.99 on sale. Great place. read more

This Banana location is convenient and comfortable. There is a nice selection of merchandise and the sales associates are helpful. I also like that there are ample spouse chairs, which is something that can be lacking in many retail stores but very essential. read more

A few months ago, this Soho Banana Republic hosted an event, complete with complimentary cocktails, hors d'oeuvres, and a sale. How could I resist? I was blown away when I entered the store. Two giant floors! The first floor is women's clothing, and the upstairs level is dedicated to menswear. This BR location boasts a huge selection, knowledgeable & helpful staff members, and a great sales rack. It's one thing to keep a store neat & the clothes folded, but that night I saw salespeople cleaning up empty glasses & cocktail napkins while helping customers choose outfits. They really seemed to care about the store. I came for the cocktails, but I left with a great sweater & some accessories - not to mention gift ideas for the upcoming holidays. The next time I'm in Soho, I'll be sure to stop in. read more

I'm always amazed with the amount of merchandise within clothing stores in NYC compared to... any of their other stores around the nation. I suppose it's to be expected, but it really is exciting. Banana Republic follow this trend. They have an entire floor dedicated to clothes for women, and another dedicated to clothes for men. The clothes are pretty expensive, as expected, and there weren't any decent deals at all, which is something I typically see in a Banana Republic. Had a few employees basically follow me around repeatedly asking if they could help me find something, which is a serious pet peeve of mine. If I need help, I'm going to seek out for it. I prefer to be left alone while concentrating on my shopping. read more

I really liked this Banana Republic location. It's well organized, with a great balance of business/office professional and a casual selection. There are two sections of dressing rooms so you really don't have to wait very long. The petite section is also fairly abundant. I'm giving this store 5 stars because the employee here gave me an additional 10% off my entire purchase just because I listened to her story. A+ for customer service. read more

I do have to admit since remodeling the store looks better, its not quite so dark and dreary as it used to be, but where is the bloody sale section, its nonexistent. Its like they don't carry discounted items because they need to pay for the remodel? Did I not get the memo. This store has now lost a place in the top 3. read more

My husband and I love BR - we are luxe card holders at BR and have enjoyed shopping at BR in other locations in the past. This BR was very well organized and spacious admist the usual NYC crowded stores. We also had a great time with one of the male sales associate helping us pick out a blazer for the hubby. However, we had a HORRIBLE time during the checkout process. I had received a 50% off 5 items code for being a luxe holder. I showed the sales associate the code at the checkout counter she snatched my phone out of my hand and said she couldn't scan it unless it was in landscape mode. When I turned it to the side and expanded the screen, she said my phone was too dim. She had the worst attitude possible and did not make eye contact once. When I pointed out that she scanned one item twice and was overcharging us, she actually said an audible ARGH! Needless to say, it was the worst experience I have ever had at BR. We were in a hurry so I couldn't find the manager, but I did notify one of the sales associates on our way out who had helped us earlier. If the manager is reading this, this associate had straight black hair and glasses. Please do not hire terrible unfriendly people! read more

I've normally had very good experiences at this Banana Republic. However, today may have changed my mind on if I will ever return. I was doing some shopping for shorts and t-shirts. I picked up two pairs of t-shirts from a rack that said, buy 2 and get 50% off (at regular price). Excited for my discount find I headed for the register. Where I waited..and waited..and waited.. On one side one of the associates was explaining a new credit card offer to somebody. On the other side, the other associate was waiting for his co-worker for finish so he could void a receipt. After about 10 minutes, I finally asked, if their was an open register downstairs. One of them replied to me, "Yeah, that would be faster." I would expect a store like Banana Republic to train their employees to in a situation like this, inform the people in line that their could be a delay and encourage them to go to the register downstairs if they are in a hurry. Upon arriving downstairs, I found out that 50% off wasn't really 50% off. The store clerk told me that it only applies to certain shirts. Why put some shirts that are applicable on the 50% on the rack and not others. Their price tag was almost the same. It felt very sneaky of them, to have that sort of promotion when you are not sure what exactly is eligible. I really did like this Banana Republic.. Will I return.. I'm not so sure.. read more

Loving the staff here :-) they were so sweet and helpful. We came 20 minutes before closing, and my friend was helped by 2-3-4 guys at the same time. We had everything we needed, AND I was entertained while waiting. read more

Here is where I go for my Banana Purchases, here's why: PROS: Only one in SoHo GRAND selection and tons of sale items Helpful staff in the shoe department Great with coupons and discounts CONS: Usually very busy Bad with returns: I was shipped a completely incorrect item that I received a discount on, and the cashier seemed to think I was trying to lie about it. She wouldn't do the exchange nor honor the sale price. I'm a Luxe customer, and didn't expect to get that kind of treatment. TIP: If you want an emptier (smaller) Banana, try Lincoln Center or Lexington on the UES. read more

This place is totally different post renovation. In a city where there is a Banana in just about every neighborhood, it is really hard to create a new shopping experience. Saving the judgement on the Banana look because it is a matter of taste. This store is the chain's concept store, so you will see a range of styles here that you wont see in other stores (even the flagship store in SF). The store is laid out well and in one place, you can see all that Banana has to offer. Love it. read more

This is probably one of the BIGGEST Banana Republics i've ever been in. The second floor with all the mens clothing is really long. I felt like I was in a department store. The prices are bit high. I don't remember them being that high up a few years ago. read more

This location is very big, and has a very friendly staff. It also has a large amount of items in the sale selection, which is great, but it tends to be a bit messier than some of the other locations that I've been to. The good news is that this location seems to be able to handle a large amount of foot traffic without getting overwhelmed - it was definitely designed well for the space. Overall, if I need to grab something quick, or feel like shopping around, this is a pretty good bet. read more

Great store with quality clothing. Customer service is usually very good too!

Bought a sports coat from here not too long ago and the cashier was so out of it that she forgot to take the tag that has exploding ink if you take it off. Also some of the other staff seemed too stuck up to want to help. Not happy with the experience. read more

I am able to find size and enjoy walking around at this store then the one at 34th street. Staff is very friendly and they don't bother you until they notice you that you need help. I like that type of service. read more

5 stars for customer service. The sales associates and manager are absolutely wonderful! 3.5-4 stars for selection. The variety is okay but sometimes I have a hard time finding my size, probably because everyone else has already bought it. Here are more details on my multiple experience: I come to this store frequently as there are always sales and it is the nearest one to me. I have had the pleasure of interacting with the manager and she has helped me on multiple occasion whether it is to check the price, give me extra discounts, or going out of her way to help me find a particular item that is low in stock or one that I know they should have but is not out on the floor. I could not be more pleased with the level of customer service here. Also I think the sales associate are very honest. There were times where I really wanted to like an item but something about it was off. I tend to try to convince myself that I still like the item but I rely on the sales associate to keep me in check or help me find something similar and better in terms of fit. And honesty is very important to me because I do not want buy an item, take it home, and then realize I made the wrong choice and have to go through the process of returning it. I am sure we can all relate to that type of experience. So I am happy to say it does not usually happen when I go to Banana Republic in Soho, which is why I am a loyal customer. In terms of selection, I cannot begrudge them too much as I think my size is one of the most popular so it is generally harder to find especially since this store gets so much traffic. Oh it is good to note that they normally don't have petites here. Sometimes I have been able to acquire a piece but the manager explained to me that it is because a customer probably bought it online or from another store and decided to return to this one instead. All in all, I like shopping here and frequently come back again and again because the staff is so great. read more

Huge Banana republic shop based on Broadway near the edge of SoHo. As long as you're on Broadway within SoHo you should be able to find it. It's also near the Levi's shop. The shop is really big inside and compared to some of the other shops around the area is refreshingly quiet giving you a break from the hustle bustle of the streets. Inside the hop stretches really far back with a kind of circular room connecting the front and back room in the middle. At the back is the metro range but if you're looking for some comfortable classics, stick to the front. There were loads of lovely jumpers and cardigans I drooled after when I was there and there was also some great dresses. The only problem was the price as they weren't in the sale! There were some ok things in the sale but it had been well picked over (only about 5 days after christmas day) so that might be something to consider if you do want to go to the sales there. The staff were really friendly and really helpful, I just find overall that the prices seemed a little too high on some of the stuff. read more

People here are rude. My friend went to the fitting room wanting to try on some shirts. There was a lady there, she saw her, didn't express any interest to help her and just left. My friend, not knowing if there's anyone actually in charge of the fitting rooms, just wen straight to an empty fitting room. 10 seconds later someone knocked on her door saying the room was meant for another customer which was totally fine. My friend responded said she's come right out but the rude sales person kept knocking on the door. My friend who has already taken her top off, needed few second to put her shirt back on but apparently it was not allowed. Thanks to this rude sales person I will not ever shop at BR again read more