My husband and I stopped in on a busy holiday weekend for me to make an online exchange for different sizes and for my husband to try on some shoes. Seeing that there was already a large group trying on shoes that both of the employees were helping, I was expecting to have to wait awhile to be helped which was fine (especially since I had 4 pairs to exchange and knew that would take some time). However we were only browsing for a few minutes when Carisa, one of the store leaders, paused to welcome us in and asked if there was anything we needed. I explained the exchanges I was looking to do, and she quickly grabbed me what they had in store for me to try and similar styles for what they didn't have an exact match of. After helping me, she noticed my husband had a pair in hand and offered to grab him sizes as well. She gave us advice on sizing and checked in multiple times while still assisting the other employee with the large group. While my Husband was trying on his shoes, Carisa rang up my exchanges (which included ordering multiple pairs that were only online) and made everything so seamless. She was so kind and helpful, and we left with 2 more pairs than we were expecting to. We will definitely be returning to this location! read more

if I could give this place no stars I would. I walked into this store with my mom and my nephews. this this was our first time my mom really wanted to try on shoes and hopefully buy some that she'll enjoy for work. when entered NO ONE greeted us and when we sat in the store for roughly 15 minutes we were not even glanced at or even asked if we needed help when holding a shoe. I waited to find a help member and no one was around. A When we were about to leave but waited a couple more seconds to see if we'll get help and new customers walked in and was helped right away. I am really DISAPPOINTED with this customer servic. As someone who worked in retail, especially shoes I have NEVER been in such a horrible environment. read more

I love this store! Service is great! The selection of items is perfect- they always have what I need. Even if they did not have it, the shipping is amazingly fast! Rothy's are worth every penny and you can use them for a very long time! This store also recycles your older ones when you are ready. Amazing people, service and love the store! read more

We had a GREAT experience with the staff here. I was able to try on several different shoes to understand the sizing and felt super supported. My husband (who has a larger shoe size and can never try on shoes in store) was also able to try on some shoes! Will definitely be back. New team is awesome here! read more

Beautiful store front, well organized, highly aesthetic, consistent with their other stores, though much larger in size compared to the Filmore location. It was bigger than the Valley Fair location as well. Grand opening promotion on 24th and 25th, wish it was more organized and clear with regard to signage but the wait wasn't bad as it was a beautiful day out. The staff/employees were super nice and professional. Parking at the plaza is free for 0-3 hours. read more

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I came here with my 9 year old today who wears a women's size shoe. She wanted a pair of nice shoes to wear with her suit, she made it clear she didn't want dressy shoes because they go with dresses. The woman helping us was fabulous. She brought out the ones my daughter asked to try and a few others she thought would go well with a navy suit. She explained why she brought each pair out. She also politely listened to my daughter's feedback. We didn't end up buying any shoes today, but the staff's kindness and patience helped us narrow down what we were looking for which was super appreciated. read more

I'm not surprised to see other reviewers leaving negative reviews. I almost never do that, but I think the Rothy's people should know their employees are harming business. A few weeks ago, I went into the store and stood around for about 15 minutes. I've been hoping to try on a shoe, but no one acknowledged me. So eventually, I left. This is understandable because the store can get busy. But then yesterday I went in and there was no one there except for one employee. She was straightening up the shelf. I was going to try on a shoe. Also, I saw a bag that may have fit what I needed. I picked it up to try it on and look in the mirror. She turned around and looked at me like I was crazy or something. To make things less weird, I said "I'm allowed to try this on right?" She said "Well, you just did." I was so confused, I just left. I felt unwelcome. I spent about $500 on a pair of shoes and a bag that same day, elsewhere. To this day, I've never tried a pair of Rothy's. read more

Wow! Sounds like the same salesperson is giving this location a bad reputation. For the price of the shoes I expect excellent customer service. I will purchase my Rothy's online going forward. The owner/operator of this location needs to make some changes. read more

Absolutely hideous customer service! Rothy's really needs to read these reviews and get this woman out of here. She's an abomination to your store and literally runs people out. I did the quickest U-turn skirt straight out of there. I was uncomfortable even just browsing . Good luck Rothy's...and ummmm read your reviews. read more

The person working at the shop today (I'm assuming she is the manager as she kept calling it her store) was so curt and unhelpful. I walked in with my soon to be daughter-in-law and waited patiently. There were other people in the store and the only associate we saw was helping other people. We discussed shoes in the shop and looked around while we waited. The shop associate looks up and asks us what we wanted. There was no smile or greeting at all. Now I have worked in food service and customer service and I know that working in a crowded mall on a Saturday sucks. However, as you're being paid to be there, it might make everyone's day go by a little faster if you were pleasant to work with. Just a thought. We came for two reasons: an exchange and to purchase two different pairs of shoes. She retrieved the shoes I wanted to try on. Then she looked at my exchange and immediately said "we no longer carry this version at my store, they will have to be shipped". For the record. I'm fine with that. I didn't need to walk out with the shoes today. That being said it may have been nice for her to offer to show me the version they do carry, again just a thought. She looked at my box (it was a Christmas gift I bought for someone else and effed up the sizing) and immediately I knew she was going to argue with me about the exchange, but they were completely unworn and in the box, so I just gave her my account info. While she looked up my account my daughter-in-law showed her two photos of points she wanted to see for her wedding day. The associate, without pause, without to check her stock, without offering any help at all, said "if you don't see it on my shelves, then I don't carry it. You can order it online" I was pretty fed up at this point with the unhelpful attitude and just wanted to leave. Then she found my purchase on my account and made a noise that I can only describe as "yeah, that's what I expected" (I have three kids and am 8 months pregnant...I make that noise at least 2 dzn times a day. I know it well). She turns her iPad around to show me that not only are they out of the return date but I had a discount on them and they were final sale therefore she would not be able to help me. I explained that the purse strap on that same receipt was the only item with a discount and final sale, the shoes were not final sale, nor discounted, and I didn't want a refund, just an exchange. She started speaking to me like one may speak to a 4 year who is deaf and doesn't speak the same language in a 90's sitcom (except there was no laugh track at this store). I said "Thank you and we're done". She then asked about the shoes I tried on. I politely declined. As a side note to the here, I have purchased over the last 7 years over 50 pairs of Rothy's between three accounts. This is not to brag, this is to say that I clearly have a Rothy's addiction and can be easily talked into just about any purchase. If I, gentle reader, abandoned shoes that I tried on and liked...the customer service needs to be addressed. read more

WORST customer service. They greet you w such animosity. My intent was to purchase but after being greeted the way I was and being looked down upon by the first associate, no thank you. I'd rather shop at the one at valleyfair. DO NOT SHOP HERE. I wanted to leave the moment I walked in. read more

I tried to return a pair of shoes worn once and that were extremely uncomfortable and was told they only accept returns of items unworn. I explained that the shoes were too small for the size and uncomfortable and that I had to wear them to determine that. Still they refused to accept the return. The return policy is wild. I'll never buy a pair of Rothy's again. I'll stick with Ecco's. read more

There is a woman who works here by the name of Laurice and she is HORRIBLE. Purchased a pair of Rothy's that got delivered during the week, tried it on in the house and decided to return. When I brought it in, she proceeded to brush and inspect the shoe and then refused a refund. I had to call Rothy's about the situation and make another trip to UPS to get a return done. What a horrible experience and so unfortunate, I used to be a huge fan of this brand but this left a really bad taste in my mouth and I won't be buying from this brand again. read more

I was thinking about buying from this location. However, after reading a lot of recent reviews, I think there is a serious problem with the CEO, HQ, store manager, district manager, and company policy. Many recent reviews discuss their experience with the store manager(s) regarding shoe returns. Most cases indicated that the store manager(s) or employees would not allow returns due to the use of the shoes (which is reasonable, and sales associates had to follow the manager's decision and company policy, thus they becoming the 'bad guy' to the customer, even though the company is truly at fault). These unsatisfied customers then contacted customer service and were allowed to return the shoes for a refund, which shows the inconsistency on their policy. Rothy's does not have a consistent policy, which causes frontline employees to be abused by customers who are unaware of internal information or store policies set by headquarters. The CEO should be the one apologizing for this issue! I am unsure if I should buy from Rothy's unless I know exactly what the return policy is. Some of the recent reviews I referenced might even be from the same customer (using friend's accounts) who tried multiple times to return shoes at the store and was denied by various employees before finally contacting customer service. The Yelp review process does have its disadvantages in promoting one-sided stories. read more

My wife went here earlier today to trade in a pair of shoes she got as a gift for Christmas. She was floored with how patient and helpful the staff were with finding her the right pair. She definitely recommends stopping by read more

I'm here to share my experience with a product I've loved and enjoyed for years. After owning multiple pairs of flats, my sixth purchase was my first pair of Rothy's with heels. I was thrilled--until I got home and realized I should have sized up by half, unlike with all my other Rothy's. When I returned to the Walnut Creek store, where I'd made the purchase, I encountered very disappointing customer service. The store manager, Lois, displayed an attitude embarrassing for a high-quality brand. To put it plainly, customer service is not her strong suit, and her approach does absolutely no favors to a store representing an expensive product line. My experience mirrored what other reviewers have noted: Lois showed little interest in fostering loyal customer relationships. She brushed me off, claiming the heel of the shoe showed signs of outdoor wear. In reality, I had only worn the shoes around the house before quickly realizing they were too tight. At the time of the purchase, I wished the sales staff would have mentioned the need to size up for heels, which could have prevented this issue. Overall, I was disappointed and frustrated by how the situation was handled. While I understand policies exist, the goal should be customer satisfaction, which was clearly not met in this case. On a positive note, Rothy's online/phone customer support team was apologetic and resolved the issue promptly, offering me a refund without hesitation. While I will not be returning to the Walnut Creek store, I remain a loyal fan of Rothy's and will continue purchasing my favorite brand elsewhere. read more

I have been a Rothy's customer for years, and have recommended them to many people. I own at least 10 -15 pairs of their shoes plus a handbag. I am a teacher and particularly love the sneakers and Point 2. I'm disappointed in the new Broadway Plaza location though. My wonderful parents received poor customer service. I called and asked to speak with a manager, but haven't received a return call (this was 5 days ago). My low star review is not for their shoes, but for the manager's lack of response and the weekend staff's poor treatment of my parents at the Broadway Plaza location. read more

I received a pair of Rothy's as a gift but wanted to exchange for a different size and potentially different style. The staff went above and beyond to help me find my correct size and style. I tried multiple different styles and the staff were so friendly throughout the whole process. When I decided on a shoe the staff efficiently provided me with the exchange. I highly recommend this shop and will shop here again in the future. read more