Oak + Fort

As mentioned before, the return policy is a KILLER for absolutely no reason. Considering your clothing is priced at $ 100-​$ 400, you would expect a company to be more allowing with returns. I had a coat that I purchased (it was one size) for $ 180 because I fell in love with it and was really looking for a nice coat. Once I got home and got the opinion of a couple of friends I sadly realized that the coat was just TOO big for me, it ate me up. I chose to ignore this when I tried it on in store and said it would look better with a proper outfit. The return policy is 14 days, but as someone who works in retail I know that most places accept items even after their «allotted time» ESPECIALLY if the tags are still on and the item is in the exact same condition as it was when purchased because the item just goes right back on the floor and gets sold again. No harm no foul. I waited maybe 20 days before I realized I wanted to return it and the girl, fumbling with her words, said «no I can’t our policy is 14 days». I said it was in the exact same condition, I had my receipt, and I would gladly even take the money back onto store credit, explaining that its simply too big. I even asked if I could do an exchange for another coat thats actually my size and pay the difference if it cost more. She, again fumbling, said no and explained she spoke to her manager and they cant take it after 14 days. Bullshit because, again, I KNOW there’s no reason they cant take it from me and simply resell it. Garbage store that doesn’t care about its customers. Very unhappy. And I too have noticed ALOT of makeup stains on their clothing. (Which, if you choose to purchase, you get 10% off and if the stain doesn’t come off its still final sale so that’s your bad!)

Worst service ever! If you want to shop Oak&Fort, go to the one in gastown. The clueless sales girls here don’t even greet their customers. I went in today and literally witnessed the salesgirls huddled together surfing the computer and were more interested in whatever was on the computer screen than helping customers. I will be writing the Head Office about their lack of service as this is not the first time.

I’ve known about and shopped at Oak + Fort and its sister company Loft 82 (now Noul) since I lived in Edmonton, so when I moved back home to Vancouver and found out they were expanding with more stores I was excited. Oak & Fort at Metrotown is the most convenient location for me out of all the locations, however I’ve found customer service to be lacking the most at this store. My most recent visit was a good example. I came in during my lunch break and was perusing the racks. There were at least 4 girls working and I was pretty much the only customer, but they said nothing more than a quick «hi» before they continued on with their own social conversations. As a shopper and one-​time employee of the retail industry, I don’t expect (or like) to be constantly followed around or hounded by sales associates, but I believe in a good balance in interacting with your client and giving them a little bit of space so that they feel free to browse without feeling suffocated. I spent a good amount of time by myself before a girl offered to bring an item to the changing room. That was all the personal interaction I had with any sales associate, as I entered the changing area by myself and she never followed up with me during or after I tried the clothes on. The store isn’t very big and there was no one else shopping, so I know she wasn’t that busy. Sure enough, when I exited the changing room she was still chatting it up with her coworkers.
Another reason for the low rating is their return policy (or lack thereof) and the presentation of their garments on the rack. Their policy is exchanges or store credit, no returns. Not a fan. Also, while browsing the store, I saw a section of nice and simple white dresses that were on sale. Score! I had been looking for a long white dress for the summer. Except all of them had bronzer stains. Womp womp. I know it’s not the fault of the store that some customers end up smearing their bronzed face on clothing, but how can any company (especially with such a lousy return policy) expect to sell their product when they leave the stains on the clothing? It doesn’t help that any sale item is a strict final sale; I even briefly considered buying the dress and taking it home in hopes of removing the stain myself, but remembering their policy made me reconsider. I left the store without buying anything, and not surprisingly, without any sign of acknowledgement from the staff. Not even a wave, or a see ya! I think I’m starting to understand why the store is frequently empty.