Patagonia- Palo Alto

The customer service at this store (actually both stores) has always been great! I love that they back their stuff and make returns, repairs and exchanges so easy. I just wish they would put some of the black or more neutral colors on sale rather than all the hideous colors! It would be nice to take advantage of these sales and stock up on basics but the last 2 years its seems it’s all the ugly crap that didn’t sell.

We had a ton of returns and the clerk who did the return was extremely nice and polite throughout. I was worried they might get upset because returning items to a retail store isn’t the best for sales, but there were no bad feelings. Afterward, we walked around and this store is much larger than some other stores we visited. It was very clean and organized. They even had a kids section although it’s all the way in the back and in a corner. Although Patagonia’s clothes are expensive, they have a lifetime warranty and the clerks even ask if you know how to take care of Merino wool or down to make sure you extend the life of your clothing item. Great customer service and location! There is a parking building right next to the store.

So happy with the service I received from this store. I called looking for an item that was sold out online. Steve helped me and was able to find the item in a box that had yet to be unpacked. He did the transaction over the phone and even shipped it to me for no charge. Great customer service!

I love Patagonia and what they stand for but I could live without this location in particular. The selection was alright – you can find the same quality and spread at REI at often times, cheaper discounted prices! Especially when the 20% members coupon sale comes out.
I found the same down women’s vest at REI that was much less expensive. Just scout out the deals. This location is expensive because it’s located in DTPA. I would go elsewhere for Patagonia– this place has limited sales, if any!
Maybe I’m just a bargain hunter or a super savvy saver and this place just doesn’t offer any mean deals!

My friend took me here and hyped this place up. However, I was not impressed.
Customer service was poor. It was difficult to find an employee here and not once were we acknowledged.
The price of these items did not match its quality. I don’t know why the prices are absurd. The material I looked at seemed cheap. I found better products at North Face and Lululemon.

I wish I could give them 0-​stars. It has customer service that is by far the worst. They try discriminate customers by their age, and how wealthy they looked. They simply will ignore if they think someone looking older/​richer walks through the door. They ignore questions and are unwilling to help with even the simplest of things.

Love Patagonia! Best gear ever! Love all of the different styles of gear. Jackets and vests are sweet and they have a great number of items for kids! Only bummed they stopped making shoes. This place is great and the gear lasts and lasts!

After going in a few times, I’ve had enough of their clerks. They do an awfully great job at portraying their snobbery here. Something is amiss between the corporate culture and this store. We walked in and there were 4 salespeople in the store and not one of them looked up and said hi. It was not until 20 minutes in the store when one guy came and asked if we had any questions. Thanks, but wow.
This group here needs to learn a thing or three from the Ritz Carlton customer service manual.

For Valentine’s Day I ordered my fiancé a size medium Patagonia better sweater in a pale khaki color from
and when I received the package I was surprised by a completely different sweater in an olive green color size large. Being that it was 3 days until February 14^th, I did not have the option to mail it back to Amazon and request an exchange.
I decided to call the closest Patagonia store which was in Palo Alto, a good 14 miles from my house, and asked them what their policy was to exchange the product. The gentleman from the store said to come by and they would take care of the exchange without any problem. I requested for him to check on the inventory of the actually sweater that I wanted and he did so very graciously. Once he confirmed that they had the sweater in the style, size and color I needed, I asked for it to be placed on hold for a few days because I would not be able to make it to the store before they closed during the week. He advised me that their hold policy is 24 hours, but would make an exception for me — I was very pleased.
When I came into the store a couple of days later I explained the situation to the woman at the register and she advised me that they don’t typically do this type of transaction. I informed her I had spoken to an associate over the phone and he assured me that the store would be able to take care of the exchange. She called another employee over and discussed it, coming to the conclusion that they would take care of the return for me even though it was not an even exchange. I am very appreciative of all of the help and flexibility I received with this situation and will definitely be coming back to this store for future purchases.
Thank you Patagonia employees for your amazing customer service, you rock!

Thank You for opening this store. It is an out doorsy persons hang out for adventure wear. Plus the customer service is excellent. Sometimes they seem a bit understaffed. Both in SF and there.

I’m going to be honest here: it really turns me off seeing a bunch of yuppies pay an outrageous price for a performance product that they don’t need. Seriously, there is little to no reason for you to be wearing your Patagonia fleece in the South Bay in fall. Add yoga pants, a screaming kid, and a SUV to the equation and you are just about everything I hate about this world.
I don’t really understand why Patagonia is so popular with people that are clueless about their capabilities, but my husband is getting into all this outdoorsy stuff, and I supposed I’d better support his hobbies or something like that. So when he wanted a bunch of stuff for camping and riding from here, I ran by the store with him to watch him try on various jackets and returned later to buy him a gift card and some other stuff he didn’t need for Christmas.
The store itself is pretty and I would probably like it more if it wasn’t for the area it was in.
And if I was interested, at all, in the products they offered.

super friendly staff!!! got a bag pack here! truly great quality and friendly/​helpful staff

They are very helpful when you need help with your things you are looking for. I highly recommend this store… Very positive.

So I’ve been looking online to purchase a jacket from Patagonia for quite sometime, as I hear that it is good product and lifetime lasting. I went into the Palo Alto store thinking that I’d receive good customer service considering it’s in a good location.
I walk in with my boyfriend, and was greeted immediately (which I apperciate very much!) I walked around the store for about 5 minutes and was not approached for any assistance. I then found the jacket I wished to buy (women’s prairie dawn jacket) I was looking at it when I noticed that an older man (employee) kept starring at my boyfriend and I. I caught him glancing at us 6 times! Not once did he ask if we had any questions or ask if I was finding everything ok.
This bothered me because I am someone who has worked in retail for 4+ years, and know what good customer service is. He mad me feel uncomfortable and not welcomed. I honestly felt like my boyfriend and I were being racially profiled and discrimated against! I know that I don’t look like the ‘typical customer,’ but that does not make things ok! I immediately left the store with no purchases made!
And I don’t think I’ll be back if that’s the type of customer service Patagonia provides!!!

Great customer service.

I went in earlier this afternoon and received some of the Best costumer service anyone could ask for! Wow. I had a burn mark on my sweater and they gave me a patch to cover it up with no charge. They also answered all my questions I had about clothing and company policies. I have to say that Matthew and his other male employee were fantastic. I couldn’t find a place on the Patagonia website to inform the company about the incredible service I received, but great job guys. I will be back very soon! Also the Worn and Wear section is awesome if you are looking for a deal! 5 stars for sure! Good job Patagonia!

Thank you Patagonia for living up to your «ironclad guarantee» to repair, replace or refund your products! My husband and I stopped by this store recently with one of his jackets that was torn near the pull string. It was something that couldn’t be repaired, we were told, but the nice woman working in the store gave us a significant store credit that we used to purchase another similar jacket.
Kudos to the Patagonia employee training and empowerment program! I was especially impressed that the first person we talked to was able to handle the credit. It was simple and quick, unlike many other companies with similar guarantees or warrantees that require manager approval, filling out forms, shipping things off to a repair center or other similar hassles.
Next time I’m looking for sports clothing or gear, I’ll definitely shop for Patagonia!

Well, some reviewers said it’s pricy but you can drive down to Santa Cruz outlet if you have time. If not getting an expensive piece (winter jacket/​ski pants/​wetsuit) you can get a t-​shirt with UPF under $ 50 Their online sale is wonderful too. Just keep looking and you must find a good deal around

Superbly made technical clothing that’s sporty and stylish to wear all the time. The company’s commitment to the environment is a great example that hopefully others will follow. Their customer service is consistently outstanding. Their prices are very reasonable considering the quality and durability of the clothing.
Their down sweater (really a jacket) is a great gift. Having given it to a number of people, I can say they repeatedly have thanked me for giving them such a lightweight warm article of clothing. Try their nano puff jacket too.
If you have any questions about what will work ask any of the people working at the store. I’ve never had a hard sell at this store. When products are well made, nobody has to try to sell it to you. Web based chat is also great for any questions on care of clothing.
Keep up the great work Patagonia!

AMAZING customer service and outstanding products. Not to mention values that support the environment. I absolutely love everything about Patagonia and this location never disappoints.