A Perfect Example of What Happens When Management Fails I stopped by the Vans Store a few hours ago, and the experience made one thing very clear: when management doesn't care about customer service, the entire store reflects it. From the moment we walked through the door, we were completely ignored. No greeting, no acknowledgment, no "welcome in," nothing. Several employees were on the sales floor, yet not a single one made the effort to acknowledge customers or offer assistance. It created an atmosphere that felt cold, dismissive, and incredibly unprofessional. As we continued browsing, it only became more obvious that helping customers simply wasn't a priority. Employees seemed far more interested in talking among themselves and staying within their own circles than doing the job they were hired to do. The store felt less like a professional retail environment and more like a place where employees were just passing time. What made the situation even more uncomfortable was noticing that certain customers appeared to receive even less attention -- including individuals who seemed to be from different countries, older shoppers, and people who may have had disabilities. Whether intentional or not, the lack of awareness and inclusivity was extremely concerning and created an environment that felt unwelcoming. But the biggest issue here is clearly leadership. Employees don't operate in a vacuum -- they follow the culture that management creates. The behavior in this store suggests a management team that either does not prioritize customer service or simply does not enforce it. Management is responsible for hiring, training, and setting expectations. Based on what I experienced, it felt like the hiring focus may have been more about bringing in people who fit into a social dynamic rather than bringing in employees who actually care about helping customers. The result is a store culture that feels more like a group of friends hanging out than a team focused on providing a professional retail experience. If this is the standard being set at this location, it's no surprise the customer experience is so poor. A store cannot function properly when leadership fails to establish accountability and basic service standards. At this point, the company should seriously evaluate the leadership at this location. If real improvement is going to happen, it likely needs to start with replacing the current management team with leaders who actually understand what customer service means and who are committed to creating a professional, inclusive environment for both customers and employees. Vans has built its brand around community and connection, but unfortunately none of those values were reflected during this visit. Until meaningful changes are made at the management level, I cannot recommend shopping at this location. read more

Super good service, Adrian was amazing, he kept shoes on hold for me and helped me look at other colors of slip ons

allie was so kind. she was super helpful and helped with all my needs ! she was extremely patient and understanding when it came to finding the right size. thank you allie ! read more

This store has beyond excellent customer service. It is small, but the shoe selection is great. Employers are ready to help and find your shoe size. We came in this past weekend looking for a skateboard (after being ignored next door). Staff member Emily was accommodating with the process. She explained the different boards available to my daughter. It is my daughter's first board, so the mini-lesson on boards from Emily was right on point. We had a discount coupon from a previous purchase that did not count towards the board, but it did for clothing. The clothes selection is also minimal, but they had a fantastic rain jacket, and what do you know- it is raining today, haha, meant to be or just luck? I recommend this store. read more

Vans - She learned in a few hours. - Shoe Stores Near Me - Irvine, California

I didn't buy anything, but the staff at this store are truly exceptional. Every interaction with the staff was pleasant. All very nice and went out of their way to help me. Thank you read more

Daniel was amazing at helping even with how busy it was today! He was attentive to every guest and was very helpful in finding shoes in my size. read more

The customer service here is awesome! I came last night 8/19 around 9pm with my boyfriend to buy him a new skateboard for his birthday. They greeted us right away and offered help finding him a skateboard. The person that helped us was super knowledgeable about the different bearings and wheels we could buy, and recommended a good board (one they said they even used themselves!); it was such a pretty board for a fair price too. The cashier was also super nice too, all the employees made us feel super welcome and were awesome. Thanks for the great experience! :) read more

Vans - Skateboard - Shoe Stores Near Me - Irvine, California

As I was purchasing a new pair of socks last night, the cashier noticed the price for a pair and made the off-hand remark, "dang $15 for a pair? I would never spend that much on socks." To which I explained they were the nicer sport fit with breathable fabric, and he scoffed it off and rang me up. After my transaction completed, I promptly returned my purchase and told the young man that I will be taking my money elsewhere. Worst customer service in my life. You have one job, to sell me the product I want to buy. Instead this Vans employee discourages me from purchasing the very products that pay his bills. Absolute joke of customer service. Sucks cause I almost exclusively wear vans shoes when I skate--might be reconsidering. read more

Came in the store around 2pm on a Monday. One clerk helping a customer and another folding clothes. 3 people waiting for service. Clerks were too busy doing their things giving no attention to the customers. Is this what service has gotten down to? read more

Needed a good cruiser that I could try in person so got a custom built cruiser here for $120, a little less than the Santa Cruz cruisers for $140 at the active ride nearby but a solid price for those looking to get their own cruiser made. It's 30 off a complete set and you can find deals on parts, like my 10 dollar Thunder trucks, saving me 30 if I bought the normal priced trucks. Pricey compared to buying something from Walmart but gotta invest in good gear if you're gonna ride quality for years. Ryan was super patient in helping me pick out parts and assembling it, took half a hour but if you don't mind waiting, this is a great place to get a board here for Irvine skaters wearing those Vans! read more

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First time visit. There was a whole new selection of shoes and Joe helped us in providing the latest trends & information about styles & utility/use. Great customer service with great selection of shoes, socks, and Vans ware. Vans is located across from Nike & Hurley near Cheesecake factory. Easy to compare with other brands. But what sets it apart from others in Irvine Spectrum is the friendly, courteous, & patient staff just waiting to assist you (not in a pressure way) along with the "clean" layout of the store. Just go visit it :) Happy Vans and Fight On! read more

Stopped by this store today trying to exchange a pair of shoes for my baby and Gaby & Bianca made it sooo easy! They found the pair and color that we were looking for along with making sure our experience was great by suggesting a few other items. The store was clean neat all associates were friendly and welcoming. There was a small line but 2 cashiers who knew how to get everyone taking care of in a respectful time! Thank you again Gaby & Bianca! read more

Vans - Kids shoes and socks - Shoe Stores Near Me - Irvine, California

I purchased some fire kicks from this location. I mean these shoes are absolutely so dope. I definitely love them. I never really seen this colorway so the fact that they had it available something that I had to snatch up. Plus they always have my size every time I come to this location. I hate when I go to a shoe store and they never have the size I need. They have all the great styles and it kind of like teases me because I get to see all the cool stuff but I can never buy anything that fits me. This store never has that problem and for that I'm super grateful read more

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I buy from them sandals that they were not comfortable and I tried to return them next week. They did not exchange or return them for me because they said it's been worn and I already when I buy it it was on the shelf. It was not a new one and they did not exchange or give me my money back and now I am stuck with uncomfortable sandals I don't recommend anyone to buy anything from that place read more

Honestly giving 3 stars because one guy helping my friend was awesome and helpful. But when my son asked for a pair of baby shoes for his baby brother at the front a man that seemed to be the supervisor came up to me and said "I'll get it, what size." Since it's been 6 years since I've bought baby shoes the sticker at the bottom said 2-10 which I didn't know if it was one size or not (which if you are a parent you know some things could be 2-10 months etc for clothing and shoes) and when I asked "oh it's not one size?" He proceeded to yell at me and said "YOU NEED TO TELL ME A SIZE SO I CAN GO GET IT OUT OF THE BACK", which everyone in the store looked over at us and when I got loud back and matched his energy saying "I didn't know there was different sizes that's why I ASKED" his tone changed and then tried to be helpful. I've literally NEVER had this experience at vans ever. Even before that he was basically yelling in front of customers about closing duties to his employees in the front before I even had this encounter with him. I even apologized to the front cashiers for even getting loud back because I honestly was taken by surprise by his attitude towards me for a simple misunderstanding. Maybe he was having a bad day but no excuse to be rude to someone when I was asking a simple question that clearly I didn't understand. Such a bummer. :( read more

Rarely give out 5 stars reviews, but the associates here really know the meaning of customer experience! I came in just looking to get some laces and socks, and was greeted by I believe her name was Taylor! At first, I was a little skeptical because all the retail and sales store I have been to lately works off of commission wherein they mainly focus on the sales. I didn't really want any help, but got such good recommendations and feedback! The laces and socks were the perfect length I needed and looks great! All the associates are very welcoming and are happy to start a conversation with you to get what you exactly need and looking for! Thank you for the recommendations and keep up the good work! read more

I was with my sister and I was making a return and an employee named Cody gave me such a hard time! He told her to get out and return them at a different store and I could not make my return. I was very very frustrated with my experience with my experience at this store. My sister also wanted to buy a pair for herself and nothing was done for her because Cody was too focused on us. Super unprofessional I hope this situation improves read more

I have to admit... I hate buying shoes for my kids.. just expensive.. but I remember when I was a kid.. VANS were the bomb.. now.. to make my day better.. the staff worked with my son perfectly.... suggesting new styles.. trying on more and more sizes to get the right feel. the customer service took away the 50 dollar price tag sting. read more

Vans - Shoes - Shoe Stores Near Me - Irvine, California

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I stopped by to check out the clothes and shoes for my 12 year old son. I was greeted and asked several times if I was doing ok and/or needed help by different employees. There were 3 gentleman working and all were helpful and attentive to all the customers. I purchased several items and was impressed by the level of service considering the busy location. We'll be back! read more

Luke and Bailey were super helpful! They helped me with my shopping needs, showed me my option and help me zero in on the best fit for me. They were both extremely nice and welcoming. Other stores can take a note from the employees working here. I wish there were more stars to add, but I guess I'll settle with a five star rating. Y'all rock, thank you. read more

Terrible! I bought a gift card for my granddaughter last Christmas. She went to use it for the first time and was told that it had a $0 Balance. I called Vans and they said I had to e-mail "Customer Service" (a real misnomer). So I sent them an e-mail. It has been over a week and there has been no response. I then called Vans again and was told via a recorded message how important my call was but no one picked up the call for over 1/2 hour. Talk about being stone-walled! Don't do business with Vans! read more

Thank you KC for helping me find my shoe size! She was very courteous and enthusiastic :)

I came to buy my son shoes and Mauricio was so kind to assist me. He knew exactly what I was asking for and was prompt and kind. Thank you Mauricio best wishes in all you do :) thank you for the knowledge you shared on the 2 shoes I was looking for. read more

Clean store with friendly, knowledgeable staff. The store is located near the Cheesecake Factory (so park accordingly) I happened to have parked on the complete opposite side. VANS has new collabs with other brands / themes all the time so I can't wait to see what they are coming up with next. read more

I had the best customer service today at this store! I was purchasing shoes for my 3 kids and the guy helping me was the best (I can't remember his name)! But so patient & brought out different sizes like it was no problem. I was helped quickly when I paid also. Overall great experience and appreciate the good attitude and friendly people that work there! read more

I've purchased 3 pairs of lace-up shoes here. There seems to be a wide variation in quality between different models of Vans shoes. Some slide of your feet easily and offer no arch support or padding. Some fit well with arch support and comfort. I don't see the point in selling the inferior pairs of shoes for $5 less because it taints the entire brand. read more

Customer service is excellent and the sales folks were really friendly to my toddlers. Quick and quality service. Helped me find a shoe in a size they didn't have at another store. Been here other times as well for shoes for the fam I have no complaints at all read more

I used to have a really comfortable pair of Vans way back when. I decided to go back to find another pair but I guess even though Vans are retro, they no longer carried that model here. So I went to a pair of Geoff Rowley Classics. Unfortunately, even though Vans have great thick rubber soles, they also have a very flat base with not much arch support. I guess if you're an all day skater and need the maximum contact/no slippage on your board, they're good but for pure walking, you may find that you need something that keeps your arches from collapsing. read more

My family and I frequently buy Vans (they're our favorite duh) and we love this store. I've been to a lot of Vans stores and this one by far has the best staff. Always very helpful with purchases, returns or anything in between. The last two times Michaelyn has helped us and has gone above and beyond to help us get the right pair. She is so nice and very personable but not pushy and I really appreciate her knowledge and helpfulness. I will always love Vans but her customer service brings me back to the Spectrum location! read more

I just went into this store with my oldest daughter so she can return some things and also so I buy my other girls some shoes. I literally watched in disbelief as Cody (an employee) publicly humiliated my daughter for doing a return in their store. His reasoning is that it affects their numbers. When I confronted Cody as I'm well aware he didn't realize I was her mother, he made ZERO effort to apologize. He was chastising my daughter in front of numerous customers. The worst part of it....my daughter is also a vans EMPLOYEE! This is NOT how you treat ANYONE. I ended up leaving and taking my business to another location. read more

My teen has a big foot and it can be hard to find something stylish. Shoe shopping can be a drag in cases like this. Not this time! We came in and it was packed! Luckily, we got the most helpful shoe guy, Ty. He found what we needed and then some. He was super patient and attentive. Great service. Yay! read more

Good customer service here! We called ahead and they found the shoes we needed right away for a size exchange! When we arrived they called to the back and brought them up right away. We were in and out in less than 5 minutes! Thanks! read more

It was mine and my boyfriends first time coming to this vans location and Luke was incredibly helpful and really welcoming towards us! He talked to us and helped us get what we wanted quickly! Definitely made it a good experience and I will be returning soon! read more

Rude! I walk in to exchange a pair of shes. I was with a friend and we needed to sign a document. I asked the girl working the checkout counter if I could borrow a pen, I saw she happened to be holding one. After asking she keeps asking me what for, why do I need this pen, what am I signing. I didn't care to explain that i was signing a pink slip for a car but she eventually gave it to me. instead of giving me the one that she was holding she gave me a BIC regular pen, which is totally fine.I left the shes i was exchanging on the counter and I walked towards the door we wanted to use the table that was right outside the front door and the girl starts yelling for me to stop and not to steal her pen! We kept saying we will give it back we are just using the table, but she said she will not get a shipment for a while and she cannot let me steal the pen, i said ok and walked back in the she yells " well you don't have to be a d**k about it!" only other employee hears this says nothing. I avoided a problem and gave her the pen back directly. Last time I will ever shop at this Vans store, other comments suggest they had a similar rude experience. I thinks its a management issue because if I was a manager and I heard this i would say something instead of staying silent. Tuesday May 2. read more

Yesterday, my younger sister and I walked into the Irvine Spectrum Vans store, only to be greeted by one of the rudest employees I've ever come into contact with. Unfortunately, I did not get her name, but she was a short Asian girl with long hair. My sister asked for a size 9 (even though she's typically a size 8), because the vans shoes tend to run small, in her opinion. The employee returns from the back and says, "sorry, the largest size we have is an 8, which clearly won't fit you". Naturally, my sister just says, "no, I'd like to try the 8 please", and as the employee turns, she rolls her eyes and calls her a b*tch. Definitely won't be dealing with that employee again. read more

It was kind of busy and I wasn't expecting to be helped right away. But, I was helped right away! Everyone was super helpful and I found the perfect shoes(ones I have been looking at on the website). I was so stoked to be able to try them on and buy them! Definitely shop here, it was one of the best experiences I had while shopping at the Irvine Spectrum in a long time! read more

Sunya was so sweet and took time to give me great feedback on my shoe choice. Great store with great employees and environment!

Went in to check out the shoes as I like Vans but haven't had a pair in long time. There was probably two or three other people in the store at the time of my visit. I saw a pair of shoes I liked that looked like leather but didn't say if it was or not so I asked the man working there. I don't expect much from people but answering in a rude way, with out any effort in looking at me and then rushing away especially when I'm being polite is a deal breaker for me. I didn't want to support this specific Vans for hiring this guy so I left and got my shoes elsewhere. read more

The store was clean and the service was great, I had a gift card but didn't see anything I wanted, so I gave it to my friend who bought a pair of shoes for her son. Worked out perfectly. read more

Typical Vans store, but the service was lacking. I had to exchange shoes I had purchased for my daughter, though the process was quick and easy the customer rep was lifeless and the manager didn't even look up from his papers when I asked if I could get some help exchanging the shoes I had. Grrrr... read more