ALO

I came in to exchange a pair of Alo socks my boyfriend bought me for Christmas today at around 5:15pm. I had the receipt and simply needed a smaller size. Unfortunately, they didn’t have the original color available, so I asked to exchange for the same sock in a different color. The male employee who helped me appeared to be uninterested and bothered throughout the interaction, making me feel like I was a burden for asking basic questions. If I’m not mistaken, it is an employee’s job to assist customers. He was rude and unwelcoming. On top of that, I was told I needed to pay the price difference because the socks were purchased during a Boxing Day sale despite both colours being on sale during Boxing Day — even though this was a size exchange and the original color was out of stock. I was told this was “store policy.” I’ve never experienced a policy like this at comparable brands like Aritzia or Lululemon, where customer service and reasonable discretion are clearly prioritized. Policies like this — and the lack of care or empathy from staff — send the message that customer experience doesn’t matter. Shows that they value short term margins over long term customer loyalty. I left the store in a much worse mood than when I entered and will be returning the socks altogether. Very disappointing experience. Won’t be shopping at Alo anymore.

I am writing to formally report an extremely uncomfortable and disappointing experience I had at your Bay Street location (60 Bloor St W) on February 27 at approximately 6:10 PM. Upon entering the store with my friend, we clearly heard a staff member speak into her radio, identifying us as “two Asian girls who just walked in.” Hearing our race being specified in that manner was deeply uncomfortable and inappropriate. In all my years as a retail customer, I have never experienced such treatment. While the staff member herself appeared to be Asian, I cannot determine her intent; however, the act of singling out customers by race is unacceptable regardless of intention. Throughout our brief visit( which lasted less than three minutes )the same employee followed directly behind us, immediately rearranging items we had just touched, with a visibly irritated expression. When I politely asked whether a product I had seen online was available in store, she responded “no” with an unmistakably dismissive and unpleasant attitude. As we were leaving, despite feeling uncomfortable, I still said “thank you” to her. She did not respond. I am unsure what prompted such hostility toward us, especially given how short our visit was. However, the cumulative behavior — racial identification over the radio, being closely followed, hostile body language, and the lack of basic courtesy — reflects a serious lapse in customer service standards. In my view, this conduct warrants appropriate review and disciplinary action according to company policy. If this employee was already on her last day, it would not excuse such behavior. Regardless of the circumstances, this level of customer treatment diminishes the Alo brand and its reputation. For identification purposes, the employee had short hair with highlights. I trust that Alo will take this matter seriously and conduct a proper review. I would appreciate being informed of the outcome.

The return policy is very restrictive. As a first time buyer, I didn’t pay attention to it and was met with an offer to pick something for an exchange immediately as the only accommodation when I tried to return a shirt they were still selling full price on the floor 10 days too late. When I requested to speak to someone who can meet me half-way (store credit), I was given a customer service phone number. The person I reached told me that they only can deal with US and online purchases but that they would have been able to give me store credit as a new customer. The items are too expensive for such poor level of service. Won’t be shopping here again.

I visited the Alo store at Bay. At first impression, the guy in the suit at the entrance was not welcoming and seemed to ignore us. However, the atmosphere of the store was pleasant enough to persuade us to check out the products. The store was well-organized, fresh, and had a nice scent throughout. When we were about to exit, the same guy again tried to make himself look busy to avoid opening the door. I hope he finds a job he likes more.

Update May 1, 2025 Giving this store a one star now as most of the staff working here just keeps getting ruder and ruder. Went here with my wife and we asked a simple question on where a certain item is. All they can do is point in a general direction. Why not actually show us where it is!? I prefer to shop at the Yorkdale store as they have friendlier staff. Avoid this location if you can. This review is based on my experience from a week and half ago (late April). Came to get one of their hats as I like the simplicity of their logo. Their brand is also similar to my nickname. I would've made this one of my go to choice for clothes but changed my mind based on my experience. Let me explain... Came at a time when they were increasing prices. The tags in the hats we're removed but some still had $40 showing. The new price now reflects the cost similar to their online store. I asked what the actual price will be they confirmed it would be the increased one and they won't honor what's showing on the tag. But they do have 30% off at the time. The 2 star comes from the unprofessionalism of the staff I spoke to. I asked how much it would be after the discount, the staff said "I'm sorry I don't know, I'm not good in Math". I mean, at least try to help since you work here. This experience aligns with the other reviews I read online. The inside of the store is clean and the merchandise is displayed neatly. So that's some positive.

I've shopped at the Yorkdale and Eaton Centre location and have had great experiences at those stores. But at the Yorkville (Bay and Bloor location) I've consistently experienced horrible customer service. Mediocre would be an overstatement. The staff here make you feel like you're a burden on them, are often rude, and short with customers. This location has a 2.8 star rating and an obscene level of 1 star reviews for a reason.

My new favorite ALO location! I personally had an amazing experience today at this location in Yorkville❤️ it’s clean, not too busy, had everything I was looking for in stock. Dylan was an awesome help this afternoon. Give Dylan a raise!! What a star !! ⭐️ Thank you again!!! 😊🙌 Right by Bay Station!

I can’t count how many times I’ve purchased from this store, and I’ve never had a problem with the staff, until my last visit. I went to try on a hoodie because I wanted to know which size fit me before buying it. The blonde, curly-haired lady at the fitting room didn’t say anything when I came in, she just pointed to the room I should go into. After trying on the hoodie, I decided not to buy it since it didn’t suit me. The lady asked if I was going to get it, and I said no because I didn’t like the fit. She then snatched the hoodie from me without saying a word and walked out. A second later, a white woman came into the fitting room, and that same staff member greeted and assisted her with a big smile. I was shocked to see the difference in how she treated the white woman compared to me. She clearly showed discrimination and racism toward Asian people like me. I’ve spent thousands of dollars at Alo already, but this staff member acted as if I couldn’t afford it. I can’t believe it! I never went back to this location after that day. The staff from Yorkdale and Eaton Centre are nicer and friendlier. They helped me a lot and treat people equally!