What is it called when you consider yourself a company with class and etiquette at the disgruntlement and poor service of and to the customer? you wouldnt guess it on the first or the last try, but its...SHINOLA. Once they have your money, you are at their mercy.My cousin bought a pair of bixby glasses at this location. Guaranteed by multiple employees at the store, that due to the inventory not being in stock, they could do next day air and it would arrive at my house no problem because the warehouse is in relatively the same area. there was so much reassurance they nearly relieved us of our worry....NEARLY. However, because my cousin really wanted the glasses we went through with the purchase.Why is this sad? Sure enough, the UPS tracking number never brought up a ticket, and sure enough it never left the warehouse the following day it seems until we called the store. all we got was an error. As i type this UPS still tells us to check tomorrow for updates because all it says now is label made. Oh and Guess what NEITHER THE SHINOLA OUTLET OR SHINOLA DETROIT HAVE THE GLASSES IN STOCK. Terrible management? Anybody else? All these stores and nobody has it. My cousin is leaving the day after it was supposed to arrive? We are not playing a game that it will arrive on time on the second day now that they have already made the mistake.So what do they do for my cousin you ask???? They refused to give a full refund, simply because the item has NOW left the warehouse, as if we cant return it once it arrive later than claimed to be. In addition, they couldnt simply tell us the return will occur when item is returned, and we apologize. Almost as if nothing was their fault or nothing that they needed had done needed to be rectified. Like i said once they got your money they have no intention of letting it go. Its almost as if the return policy is null and void temporarily or until maybe he receives his glasses. I didnt know rules changed so fluidly. Lastly, instead of giving a discount and offering the display cases, they simply offered the display case pair for no discount as if thats completely fair and just ( again they did NO wrong in their eyes or simply have no interest in taking any responsibility i dont know what is worse). We had to FURTHER DISCUSS to get a discount. Mind you there are two issues, you are offering a display case which has been out and handled, secondly you guaranteed us next day air and now thats not the case. Ive gotten credit when amazon fails a prime shipment, but shinola wouldnt dare do something the like! Youd think they would do better.I cant believe this store does this to a customer who is spending hundreds of dollars as if they cant trust this customer after we had to put our faith in them that the glasses would arrive. They dont trust us, but we have to trust them. Ironic. Anyways, thanks for all the hassle SHINOLA. Wont be coming back here again.

Scully rules and excellent service all around! Patient beyond belief with us.

Best collections & great staff

Diontae took great care of me and helped me to find exactly what I was looking for. He was very well informed about his product. I love this watch! I will be back in the future for more product. Swiss time and assembled in Detroit is great. I have watched a lot of reviews on line and all I see is people say it is not worth the value and makes comparisons to other companies that honestly are 800-1000 more.... The product offered here is high quality. I have had a lot of compliments already I a know many more will come about this.

Great and friendly

I used to love Shinola until I bought a wall clock and wanted to return it. I never took it out of the box but they would only give a store credit. It was one week past their 30 day return policy. This policy has lost Shinola a regular customer. I dont even want to buy anything with the store credit. Too bad, it would be nice to support a Detroit company.

Shinola sells itself, but Brad made stopping in a friendly experience. He showed us what was new from the last Shinola I purchased from the Detroit location and told us about the Hotel and Veterans discount. Brad made me glad I decided to stop in. I will dedinitely be purchasing a new watch and modular band soon. The bands are quick release now! This makes swapping it out for a different color even easier. Thanks again for a quality of customer service that matches the quality of the brand.

My friend and I went in to browse and right away we were greeted by staff. Even after we told them we were only browsing they offered to walk with us through the store to answer any questions that we might have. The pricing is out of my financial reach but if I did have the means Id definitely purchase a timepiece from here.

The manager, Aaron Anderson, is a true professional! You can tell he genuinely cares about providing an excellent customer experience and has a heart for helping others! Thanks again Aaron.

Pleasing experience.

Lauren and Jordan have the absolute best customer service!! Thank you so much for taking what could have been a possible horrible experience and turning it into a great one! It’s people like you that being people back! Great job

Great atmosphere and staff. Nice selection. Very expensive

I purchased a Runwell Sub Second 41mm watch about 2 years ago and although I am very pleased with the watch, I am having an issue with the store. On Friday, the 11th of October, I brought it in to get the battery changed and was told that it would be ready on Saturday. I didnt have time to pick it up on that day so I drove by on Sunday, the 13th. I was told by an employee that the watch was not ready, that no one knew why it was not ready and that they would have to send the watch down to a store in Detroit to get the battery changed and it would be ready on Tuesday. I am very displeased and disappointed.

Great experience! Helpful staff. Thank you Evan!

Nice stuff. Confusion on who worked there. They looked like customers.

Company is horrible at delegating power. They have the most unqualified people in charge and because their friends they are allowed to ruin the company. Shinola has so many bright people that are in positions as workers and I fear its because they are women and minorities . I hate to say that but its true. Ive met ladies there that have so much education and ideas but scared to say anything cause they fear getting fired. Thats a shame in a company thats in a urban city. A place where the ideas and knowledge of the people in the area should be embraced and used to bring profit to the company. instead you hire and bring in people from islands and east coast that have no idea of watch development or what the consumer wants. I like shinola it had alot of room for growth and large profit but the leadership chooses old boy and eye candy over real employees and loyalty. The company had lost whole departments over the past year. They should look to those that stay for leadership and ditch the dead weight in charge of development and production as well as inventory management and ordering. I swear shinola do the area people better and pay them like you pay the ones that dont deserve it and cost you money...

Amazing place to visit and excellent service. We recieved help instantly with a set of beautiful earrings and the experience was next level. Thanks Shinola!

Such friendly staff! I needed a new watch band for a older modle watch. They were super friendly even though they didnt have what i needed.

$25 for a battery.. couldn’t get a complimentary cleaning for a 1k watch... ? Customer service 👎🏻

Very disappointed with a return experience. Whats the point of a gift receipt if it doesnt facilitate efficiency or a return. What? Exactly...

Brand new watch and second hand would not sweep correctly. In house “tech” could not fix it. Had to send a brand new watch back to the factory. Last year my sons watch had to go back three times. Not a great quality product

Had to have a watch serviced and they took care of it without issue.

Prices are not on anything, pain in the ass to shop, feel like under a microscope while looking at the watches

So helpful in picking the perfect watch for my Christmas gift.

It is the best place to shop in Detroit by far

Great watch, but $25 to change a battery?

Over the top service everytime I go.Extremely nice and knowledgeable about their products

Quality Detroit assembled products, great service and friendly staff!

Wouldn’t even acknowledge that I was a customer... it’s too bad

Excellent customer service!

Wonderful..good seli

Wonderful products and service!

First class product and services

Everyone went above and beyond to help, especially kyle

I went to the one in Dallas Texas and had a ball

Neat store

Great and beautiful watches, etc.

Nice space

Luxury goods

The store is very beautiful and the products are beautiful. Great option for gifts