Mamapapa M.
Google
Horrible experience. On the late afternoon of March 9, 2026, I visited the Athleta store at Leesburg Premium Outlets in Virginia, and it was a very disappointing experience.
I was trying to exchange a brand-new, unworn item with all tags still attached for the exact same item in a different color because my 82 year-old mother was not able to go herself. This was not a return. The item was store-fresh and could easily have gone right back on the shelf. Making this simple exchange would have cost the store absolutely nothing and would have made a customer happy.
Instead, I was barely given room to explain. One employee, the tall one, came across as dismissive and acted as though she was being clever. She questioned me about when the item was purchased and made the interaction feel uncomfortable, almost like an interrogation rather than customer service. There was no empathy, no courtesy, and no common sense.
Their rigid 30-day no-return, no-exchange policy is lousy enough, but the attitude made it even worse. Good customer service should involve judgment, empathy, and basic human understanding. If this is how Athleta treats customers, it is not surprising the brand seems to be struggling.
Athleta just lost our family as customers, and they also missed the chance to do something simple that would have meant a lot to an elderly woman.