Converse Factory Store - Milpitas, California

Melanie M.

Sadly leaving a poor review on the customer service. I was misinformed on exchange policies, and instead of getting help in clearing my misunderstanding, I was given rudeness.

Story:
I wanted to exchange a pair of shoes I got as a gift, but were the wrong ones. The person who gave me the gift could not exchange them, so I looked into doing it myself. I called this store beforehand to make sure I could do the exchange, explaining the gift situation, and since I don’t live nearby, I wanted confirmation that it could be done. Whoever picked up the phone did confirm.

I went to the store today, February 22nd, 2025, around 2pm, and got told by the store manager that it wasn’t possible because the shoes were bought on Amazon. I didn’t understand what this entailed, like I said, they were a gift, and was unaware of why them being bought on Amazon was a problem after I had already called the store explaining the situation. This manager, instead of being helpful, simply sent me away telling me to contact Amazon. I was taken aback by the poor treatment I received. I tried explaining again, and she cut me off to dismiss me again, telling me to return the shoes via Amazon. Mind you, she didn’t even listen to me about this being an exchange.

As I am writing this, I am now aware of Converse’s policy on purchases from retail partners - which I had to read online. I also understand that whoever I spoke on the phone with likely made a mistake too. However, today at the store, instead of explaining me this, the manger was simply dismissive.

Very unhappy with the customer service at this location, especially the manager’s deprecating attitude.

FYI, I also sent this very same feedback to the Converse company.

Jenica G.

Update:I went back 2 weeks later and bought a pair of shoes. This time the lady told me she had 20 years of experience. I think she just needs a vacation maybe some paid time off to recover from being overworked. Life is stressful you never know what someone is going through.

Terrible experience I was trying on these shoes and the lady working there literally shoed me out of the aisle to a bench where a stranger was sitting. Left the store without making a purchase and I really wanted to buy the shoes I was just trying them on and deciding which ones I wanted. Poor customer service they need to leave the customers alone.

Bonnie B.

LOVE Converse! I've worn these shoes ever since I was a small child and I'm pushing 30! I will never get tired of Converse! I'll still wear them when I'm 100! Haha

And the staff are awesome!

Mar G.

Outstanding to meet Denise, active in greeting when people walk.. her coworker was as well! Very wholesome environment and pleasant to interact with!

Carlos H.

Every time I go shopping there is a worker who arrives and makes me very uncomfortable because it is so uncomfortable how she arrives super rude, she doesn't allow you to choose well what you need.

Sam

Came here and got myself a pair of Converse 70s. The store was busy but the employees were quick to help you find the sizes you need. The shoes feel great!

Elizabeth B.

I called and then came into the store and was absolutely floored by the level of customer service. The people who work here all had amazing. Attitude and I got the sense that they enjoyed their jobs. I hope they are treated as well as they deserve. Way to go team!

Julienne R.

Worst service EVER, coupled with rude Behavior. I brought 3 items at $85 each to the register, and asked if I needed 3 separate transactions. The 'manager' told me one coupon per day; even though I have done this multiple times. Just lost the ENTIRE sale. 👏 👏