Offensively terrible customer service. And unfortunately they "assign" you to someone and cannot switch.

We had a similar experience to one review that was written 6 months ago. One salesman was trying to "help" us and he was extremely pushy to the point that he made us uncomfortable. He was following us around the store and asking questions like what does my husband do for work etc. He kept interrupting us and we could barely look at items. The security guard also kept following us everywhere and was staring at us the entire time even though the store was empty. It was a very uncomfortable and weird experience. read more

Lost its way when acquired. Less focus on building customer relationships, more focus on how to get your money. With so many ways to purchase from vendors directly, these stores are a dying breed, and even a shiny new store doesn't seem to help them. It was empty both times we went. I was followed around by security guards on two separate occasions, and the salespeople seemed to need to hustle me to buy. My girlfriend wanted some shoes and we took a look around, even went back to look again, and it was just a weird, weird place. I don't know a lot about women's clothing, but nothing seemed that good looking, even on the dummies. They apparently have a license to give away alcohol (?) so if you like to day drink while shopping, be stalked by security guards, and spend your money on items that lack style panache with people who look down on you for (what, being a customer?), this is the store for you. read more

A bit questionable service at times. I've shopped at the store in SF and I can't recommend Ms. Louise Chen there highly enough (honestly just go to the SF store for incomparable larger selection and better service- skip this outpost). I had a pair of pants I purchased from the store in SF and needed to get altered. I live in Palo Alto so I took it to this store instead of the SF one. Man who helped me seemed so put out to have to help a client where there wasn't a clear opportunity for a sale to be made. Honestly rude and standoffish and acted like he was doing me a favor for hemming pants that were purchased at full price; not really sure what his problem was. Furthermore, he said it was going to take nearly two weeks to get them hemmed. I was shocked that it would take two weeks to get something most places could do same day or next day... really?? Then the cherry on top is this man never called me to let them know they were ready, I had to call the store myself a couple times and do everything myself, so much for the service they use to pride themselves on. Skip this store, just go to SF or New York. read more

Seroun and the rest of the staff at WB were amazing. Usually salespeople at higher end boutiques can be standoffish, but these girls were kind and warm. They gave great suggestions without being pushy at all. The designer inventory here is much better (and better organized) than next door Neiman's, plus they have amazing sales. We will definitely be coming back! read more

Dropped in here tonight to find a tie for a wedding saturday... a buddy of mine swears by this place. Seriously.... I thought that once they started saying Recession with a big R that meant it was serious!!! I guess no one mentioned that to these guys! Damn were they expensive.... let me say that one more time.... Damn. For those of you counting, that's a double damn. I know this keeps coming up, but I might be a tiny bit cheap.. I admit it. But 250 dollars for a tie?? What exactly does that tie do?? I'm sure there's some special quality thing going on... but it's a tie. It's a piece of cloth cut in a specific shape, and not a very complicated shape to say the least. I don't get it.... I found things at bloomies that were way nicer for a tiny fraction of the price. Then again, I keep forgetting that around here people have way too much money, in which case wilkes bashford is the spot. Maybe I'm a little bitter because the guy working there was a bit arrogant... come on now... read more

Nonexistent service. My husband and I came in very casually dressed looking to buy a bowtie and some accessories for our wedding. Even though there were associates not assisting anyone, no one bothered to help us or ask how we were doing as we wandered around. We had to find what we were looking for ourselves. I noticed all the Caucasian clients had no trouble getting service or their questions answered (we are Asian). I suspect they are racist and the very least extremely judgmental on appearances. Please don't give them your business unless you have no other option. read more

I find the negative reviews surprising--especially given the family that bought the business from Wilkes has written numerous books on Customer Satisfaction (Hug your Customer). That said, my experiences are very different and may most recent one was exceptional. I have been shopping at Wilkes for about 10 years---off and on as my requirements change. I shop other places too but go to Wilkes when i want specific quality in an item i likely can't get elsewhere. They have the best Brands by far and yes, they are expensive. Frankly i usually shop when they have the season change sales and prices get seriously reduced. Service: about 6 months ago i asked Robert (he's my go to) to come to my house and go through my closet--tell me what i needed to prune/add etc. He said, sure and came, on time--took pics-we discussed how to put things i had together to make a better looking outfit, etc. No charge. He sent me a complete list of what we discussed along with his suggestions. I thanked him and a few weeks ago went to the store to pick a few items. BTW, he never bugged me about coming in prior to my visit 2 weeks ago. He talked me out of a few items and sold me a few items in a lower price range than he could have suggested. I had never mentioned price as an issue. My experience with him is he puts you in things that look good on you--period. While i was there they shined my shoes to boot (no pun intended). Look--i think they can give the appearance of being uppity--they are a little formal although the sales associates even wear jeans with their sport coats! HA. Give them a chance--i come in most of the time in shorts and a t shirt---maybe jeans and a polo--i am not there to impress them and i find it doesnt' matter--hope this helps, read more

The brutal truth about this place is that it's a playground for burning up cash by the ultra-wealthy. I'm not even certain that there are enough people in the area who can actually afford this place, but I suppose if you've got that much cash to burn you could care less what a dress might cost. I came here with a woman I knew many years ago. She had to pick up a skirt that she bought from here that had finished being tailored. It had a vague resemblance to tie-dye shirts of the 80s, although it's more likely that I just don't have a clue about high-end women's fashion. I must be more of a brute that I thought I was. We were there looking at other clothing they had while they brought up the skirt. What blew it for me wasn't the sheer inflated prices for skimpy garments (which alone might send me looney if people in my household came home with a $3000 skirt that was made in Asia), but the pompous and rude attitude that came from all of the staff. They must have a "you weren't born with a silver spoon" detection device behind their counter, because I don't think I have ever seen the pretention as thick as this before. A little voice inside my head wanted to shout at them "You're just a retail schlub who likely can't afford to buy what you're selling so cut it out with your pretentiousness. You don't know me." but I totally refrained because that's not really my style. Who am I to judge in return. But trust me, you'll want to shout the same thing. If I am going to pay top dollar for something, I certainly expect the best service. I'd never recommend this place to anyone I know. read more

I'm writing to recommend Wilkes Bashford for two reasons: 1) they carry Penhaligon's products. Penhaligon is an old British perfume & fragrance company (you can read about 'em on Wikipedia) that has some wonderful unique fragrances (men's, women's or unisex/either). Wilkes Bashford is one of the few stores in the country that carries Penhaligon's, and the only one in Northern California. So if you want a scent that's different from the usual department store/fashion magazine stuff -- Penhaligon's is worth trying. In addition to perfume/cologne, they also make soaps, shampoos and other household scented goods. 2) the customer service reps here (on the few times I've been in the store) have been helpful and gracious. read more

Excellent service, great selection of high end clothes, and perhaps one of their best features: in-house tailoring included with all purchases. Have had several pairs of custom shoes, suits, shirts and pants done when Zegna/Bontoni/etc. are in town. I think the negative reviews on service is because they do not "hover' like at Neiman Marcus. Personally, I prefer to not be bothered by a salesperson unless I have a question. For those whom need to be coddled and be paraded around the store, Neiman will do that. This shop does run lean on staff on hand, but so does the Zegna shop in PA. read more

Ordered shoes (two pair) in November. Custom so they were going to take 3-4 mo. I was willing to wait. I never hear from store again. I call up 5 months later to find they missed the order window and now it would take 5 more months!! 9 - 10 months to get a pair of shoes? Oh, and they lost the order for one of the two pair. Terrible service. Shop elsewhere. read more

A curated shopping experience for extraordinary pieces. Everything Wilkes carries is of the highest quality, and the fabrics, styles, and designers are beautiful, interesting, and remarkable. Personalized and friendly service by extremely professional staff read more

I approach shopping like a tactical operation. I know what I need to buy, I do some recon, figure out what stores are most likely to carry what I need, deploy and get the heck out. All of this can be done in under an hours time. My jeans rations were at a critical low. I must be the only girl on this planet with three pairs of jeans. Now, jeans today cost a lot of money. I'm not talking about Gap jeans that gap at my waist if I could get them over my thighs and booty. I'm talking about Earnest Sewn and the ilk. Damned if the spendy ones don't fit better! Being unable to discover WMDs at Nordstrom, I had to move onto another strike zone. Wilkes doesn't carry jeans; why bother? What they heck, I'll go rogue and check out what is going on with the big recession white flag - the sale sign. I hit the mother load. James, Earnest Sewn, Habitual jeans for 50% off in a whole bunch of colors, cuts and sizes. Mission accomplished just in time to watch the Superbowl. Ahhhhhh... read more

I could not agree more "Walker R.". The items carried here are simply exquisite. The shopping experience and collections carried are exceptional. The staff caters to their clients every whim. No, the product/pricepoints are not for everyone. I imagine this fits into, "if you have to ask the price..." Bridgitte is my favorite member of the staff. She is sure to follow up with her clients, exceeds their expectations and has such a warm, approachable demeanor. There should be 6 stars for Wilkes Palo Alto :) read more

I'm always down for quality service. I never paid attention to service as much until I opened my own business (Feelmore Adult Gallery/Oakland). Even though the ncaa football games were playing that day should be no reason I cannot get the much talked about WB service...especially when I've read the books the owner has written on the service. I purchased pants a few months before and since I've lost weight. Called up the company and said as long as their is a profile on file, I can return/exchange without issue. Grateful for the option. I'll go back. read more

This place is pretentious, I went in looking to try on an Oxxford brand suit. Its tough to find stuff here because of the way the store is laid out. It isn't by size or any recognizable brand. Instead all the different brands and sizes are scattered all over the store. When I asked about Oxxford I was met with a snicker by the female sales person. She said we do not carry that brand because its not that great. (only ranked best of the best by a bunch of different magazines) and that if I want a really great suit I should go for Belvest. I asked what makes it better and her response was "it just is". I really wanted to try on an Oxxford so I told her I was not interested in the Belvest at which point she personally attacks me by saying that If I knew anything about suits I would stay away from Oxxford. The store is very nice, the selection is really big but I wish they would hire better, less snooty sales staff. read more

Some years ago, I went to this Wilkes Bashford looking for the Borrelli Royal Collection shirts. I found the service to be terrible. The sales woman was on her cell phone the entire time and followed me around as if I was going to steal something (never asking once if she could help me). I almost offered her my business card and credit card just so she would stop watching over my shoulder. If you want to pay top dollar and get treated like a thief, then by all means go to this particular Wilkes Bashford. Otherwise, I'd avoid this place like Ross Dress for Less. read more

Here's a review of mine that yelp keeps filtering. i'm not sure what their filtering policy is but his is a real review from someone who's shopped many times as wilkes bashford. This place was recently acquired by another company. That company seemed to go to a lot of expense to advertise since I received a large catalog in the mail talking about the company and describing all the employees. Yet when I walked in, the service was no better than what I'd have gotten at Macy's. Except at Macy's the bad service wouldn't have come with a lot of attitude. I walked in today looking for a pair of pants. I asked someone if he could help me. He said he could show me where the pants were but there wasn't anyone available to help. He pointed me to an aisle with pants and left. No smile, no apology, no saying that he'd be back as soon as he could. From my perspective, I'm in an extremely expensive store getting no help whatsoever (since I know what pants look like and could have found them in this somewhat small store). Also either the aisle I was shown wasn't everything or this store has very little merchandise. I've shopped many time at wilkes bashford in the last few years. The help always had attitude but at least there was good selection and enough people to help. Now, there's practically no selection and a handful of useless people who for some reason have convinced themselves they have a right to behave as if they're superior. I probably won't go back but I'd say the company should save their advertising expense since it might be better to use the money to stay in business a little longer. A luxury store with no service isn't going to last very long, so it might as well keep as much in reserve as possible. read more

Middle Eastern lady has worst service orientation of any in-store Associate at any store. How ironic that they wrote a book on customer service! Hilarious read more

wtf happened to this WB? It used to be a place to find the nicer clothes, assuming you wanted to spend top dollar on stuff like this. But we were in there yesterday, and the place was a mess. Clothes fallen from hangars just sitting on the floor, womens shoes tried on and left all over the floor. Selection was crap really. Atmosphere was flat, traffic inside zero, and finally the sales lady rude and uninterested. High end retail in the whole Stanford mall is looking down in the mouth, WB is not the only one suffering from cancer of the economy. read more

looking for a new suit for a wedding is a daunting task when shopping is not your forte. Sitting off in a quiet area of it's own is Wilkes Bashford. An oasis to people who enjoy the finer things essentially. I've learned way too much about men's suits in the last month and I can say the Zegna, Brioni, and Kiton that they carry here is on the upper echelon of what one can pay for a suit. Certainly very nice to wear but not nice on the bank account. Of course as I was done trying on various things, someone calls my name. Who the hell would know me or even know that Im here? turns out it's my old boss and his wife. He who used to like next to Charles Schwab (yes that trading dude) in a phat pad with 6 cars where they should have shot a rap video/MTV cribs. He's more of a person that can afford to regularly shop here. Anyways, the service was very nice and didn't judge the fact that I dress like a total bum :) read more

I've been visiting this store for over 30 years. I occasionally buy something. Over this time WB selection and my taste have usually been somewhat out of synch. I dress more traditionally than the style concocted by an Italian fashionista, which WB tends to sell. Nevertheless, under the late Wilkes Bashford the store offered apparel and accessories not found in other stores. This no longer the case. Under the present owners WB seems to share the same buyer as Saks, Niemans, and Barney's, it local competition. In other words, it is nothing special, just the same overpriced merchandise found outside of New York, or London, or Milan, etc. Full disclosure: I am always treated with respect when I shop there. Even before I had gray hair, I was not treated like an imposter. Perhaps it is because I dress well and and carry myself with a sense of authority (and humility ) read more

This review is strictly for the hidden gem inside Wilkes Bashford at Stanford mall -- the shoe section! Yes ladies, you will find some gorgeous shoes here! I picked up a few pairs of Sigerson Morrison the other day. Wilkes also carries Christian Louboutin, Jimmy Choo, Dolce Gabbana, etc. Of course you can find these same brands at Neimans but the styles are usually different. read more

Bought by an East Coast company. Different. More...corporate. They also created a play space for children that includes "chalk" so check your garment carefully...if you plan to purchase. read more

I went in to Wilkes Bashford hoping to add to my already extensive collection of Borrelli Royal Collection shirts. I was sorely disappointed. The service was ATROCIOUS. Not only was the sales woman talking on the phone the whole time I was there, but she watched over me as if I was going to steal something! Sure, I wasn't wearing a $600 dollar shirt, but a sea island quality Turnbull & Asser is nothing to sneeze at. Nevertheless, she kept following me around, jabbering away on her cell phone. COMPLETELY unprofessional. I almost offered her my business card and credit card just so she would stop watching over my shoulder. And to top it off, this low class store didn't even carry the Royal Collection! Are you kidding me? This place is a joke. The only way I would spend any money at Wilkes is to buy the entire store and immediately fire that idiot of a saleswoman. If you want to be treated like dirt by people that make 1/10th of what you make, then by all means, go to Wilkes Bashford. Otherwise, I'd avoid this place like Ross Dress for Less. read more

This place is awesome. Bought a very nice gift for my wife and received awesome help from the sales clerk.

They offered me complimentary wine while my fiancee was shopping. That in and of itself earns five stars in my book!

Very helpful service and I love the pants here even if it is a silly to pay this much for pants, especially if the tailoring isn't included.

I went in to Wilks Bashford the other day because there was a dress in the window I liked. I went in and the staff completely ignored me. I walked around the store looking for the dress and could not find it. The two sales people at the front were too engaged their conversation to be bothered to help or even acknoweldge my presence. The sale person in the shoe section was too busy on the phone having a lover's spat! At the prices this place charges, every potential customer should be treated as golden. To top it off when the sales person finally did offer to help me, he informed me that the last dress was the last one and it wasnt my size. I asked what size it was and he said 6. Well, I am a size 6!!!!! By this point I had lost interest in the dress. I left with the resolve never to turn. read more

What a breath of fresh air to walk into a luxury clothing store and have the sales associates assist you even if you are not dressed up in designer duds! Yossi at the jewelry counter was particularly friendly. I am docking some points for the stuck up attitude of the man who I think was one of the managers. As far those complaining about the price point, the brands they sell are the top high end designers, and any luxury retail store will be selling them at the same price. And a girl can only dream that one day beautifully curated collection! read more

I am not surprised and guiltily glad that they are going out of business. Ashhole out of work! I am so happy about that. Maybe he can go be rude at Walmart. read more

My husband and I went in with our two toddlers, double stroller and all, dressed in tshirts and khakis. No one greeted us and one guy who was dressed really well just stared at us with a scowl. At first I thought that maybe he was just an upset customer but turns out he works there! My husband walked around a little but the employee just kept staring at us with that mean look. Sure, we were just wearing casual clothes but c'mon people, this is CALIFORNIA! And a SATURDAY. And NORCAL at that where the 25 year old kid in flip flops and shorts could be a millionaire. We've lived in NYC and DC where sure, certain places won't let you in unless you have black shoes and a jacket...but that's the East Coast. Never thought I'd experience pretentiousness in Cali or be judged by store clerks. Guess there's a first for everything! You guys just lost a customer before you had one...but then again maybe we were never good enough for you to begin with. read more

I love these guys. There isn't anything they won't do. Great merchandise, fabulous labels, seamless online and store experience, free tailoring and always an offer of coffee or water. They greet you on arrival and build relationships. Much more personalized service than Neiman. I love both stores for different reasons but wouldn't hesitate to shop here or recommend it. Its a go-to for sure. read more

If I am spending 2,500 dollars for a dress, I think I deserve a better customer service. I ended up buying at San Francisco location, where they treated me like a customer. read more

Very limited selection, shirts had very ugly and flamboyant designs. Smelled bad, like someone had previously worn them. Customer service was abysmal. If you want Borrellis, I recommend you not get ripped off and buy them at shopthefinest dot com. read more

I came in looking for a dress to wear to a special party and the sales associate could not have been nicer or more helpful. She pulled several looks ( none that I eventually selected) and then offered to call me as they received more merchandise. This is a highly edited selection of merchandise and may not be everyone cup of team but I will be back. read more

I LOVE the merchandise at WB and always have, particularly after the Mitchell's acquisition. They have a highly curated selection, and I can count on finding stylish pieces that aren't sold anywhere else (helps avoid showing up at an event and finding others in the same outfit!). That said, I had one of the worst shopping experiences I've had earlier this week. Specifically, one of the saleswomen was so close on my heel that I worried she'd catch the back of my shoe, quite literally. Anytime I touched or even looked at a product, she'd push herself in front of me and go into a hyper aggressive sales mode, when all I wanted to do was systematically (and quickly!) go through the merchandise. I had a meeting in a half hour and just didn't need the constant selling. Another salesperson saw me check the price on the sweater and said something nice about it's color and the woman who was on my heels moved even closer, openly glaring at her co-worker. I left the store as fast as I could, not buying anything despite wanting to try on several pieces. The commission hunger was far too palpable. This was the Palo Alto store. read more

I walked in here and immediately felt welcome and content. Outstanding service, friendly staff, high quality garments. They even took the time to show me how to thread my antique sewing machine. Many thanks for the great service. read more

I would give this store a minus star if you had one. I have never been so badly treated by a store clerk. I went in with a very large amount of money to spend on my Aunt's burial attire, this was a woman who spent most of her time in couturier so money was no object. I had just come from her bedside at Hospice and I was not dressed up or prepared to shop but she was dying and time was of the essence. I walked in the shop with my sister and my wife, I was given the stink eye by a clerk who then said he would be right with us and promptly walked away. Then as I looked through the rather limited inventory, this clerk would waft by with veiled insults, "I love your cargo shorts" and "please come back again with those 3 great tops you are wearing". This store needs to get a clue you don't insult people and walk away from them and then expect to get their business. People with money don't have to dress up to impress anyone. I took my business somewhere else. Good luck with your snarky clerks, read more