Dr. Martens Fashion Valley

There in store service is horrible. Went to ask for a pair of 10 boots. They only had 1 pair. That is understandable. However, the concern is… the boot had scuffs on it. It had scuffs in 2-3 areas. I informed the representative about it and she questioned me stating where she doesn’t see anything. I told her and point literally, all over the boot as she was being very passive aggressive. After, she acknowledged, she said well you can always clean the scuffs off with their cleaner. I asked her well, is there a discount and/or can you clean it since it has scuffs on it and she denied to assist inferring that I can buy the product and use it myself. Why in anyone’s right mind buy a brand new pair of boots with scuffs on it at full price. After, asking about online options she started to become dismissive and was like well the return policy is more strict there and they have nothing to do with the online shop. After, being dismissive in a passive aggressive tone, she ended up helping me place an order in for insoles but you could just tell she was irritated the entire time. I don’t understand why this worked get upset when they are selling damaged products. All I asked was a discount and/or her clean it with the cleaner they have in store. But no she starting giving me instruction on how to clean it and gave the price of the cleaning stuff. Girl bye. Doc Martin! You’re a great brand. Do better.

I love Dr Martens but there staff is unprofessional. Most of the ladies were helpful but there was one gentleman on the sales floor who kept me irritated. I’m pretty straight forward. I thought I wanted crazy horses but I knew I wanted to fall back on the classic greasy model if I didn’t like the boot. Salesman gives me 2 other models I didn’t even ask for.. the guy said we leave them just in case customer makes a “split” decision but he never brought the shoes I asked for.. I understand upsells/add ons but cmon. He comes back with the right shoes and I decide on the greasy. He brings the shoe to the counter and his manager rings me up. I find that once I get home they still gave me the wrong shoe. There needs to be better management training on who is handling the sales floor.

This place is awesome! 5 out of 5 stars! I came in to look at things, and the person (afab..cant remember their name, but they had short, purple or pink hair) who greeted me was so friendly and explained all the different materials of shoes to me, showed me the different size platforms versus regular sized soles, and answered all my questions! They were so friendly and made me feel not judged. I bought my wife a gift card for $200 and we came back a week later to get her some of her dream shoes! All for $220, I bought her a nice pair of shoes, waterproof cream, another cream to help the shoes from cracking, and an extra pair of laces (rainbow colored, but you can choose from a whole bunch of colors). I will continue to buy only at this Dr. Martens, because of the awesome employees here. Everyone is so nice and knows everything about the shoes and care for them!

If I could leave negative stars I would. The manager Erica was super rude to me and my friends party. Came in to buy shoes and left not wanting to give her the sale. Will be leaving a one star review about Erica wherever I can. Also saw on other reviews Erica’s behavior isn’t new. Many people have problems with Erica and her behavior

Andrea was sooo sweet and accommodating! She was incredibly helpful and helped us understand the difference in material, & sizes. We chatted about Docs and which ones we think are cute! Super great customer service! 🥰

I love my 1461 Cosmic Embroidered Leather Shoes that I bought last year! 🫶 They’re still one of my favorite pairs.

Had to wait in line only to come in and not get any help. My wife and son were waiting with shoes in their had for 20 mins. 5 workers looked at them and just kept Walking by never offered any help . Ended up buying shoes online. I recommend everyone else do the same . They don't deserve any commission.

Everyone is so nice and helpful. I actually wasn't expecting to shop but I ended up with a really cute bag. So helpful and nice. They really make you feel welcomed and also you can tell they also love the brand.

I came here after ordering a pair of boots online and I wanted to try on a different size. Unfortunately, they did not carry the boots in the store so I couldn't try on a pair. The sales people were super nice and helpful, even as they were swarmed during the Christmas shopping season. They ended up helping me order another pair online. The store is located on the second level, just west of the food court- fairly easy to find. Parking wasn't too bad for a large mall, even during Christmas shopping so it's worth visiting to see the selection in person.

My first and ever yelp review and poor service. Will never come again management is terrible. Took for ever to get shoes tried making me try 3 other pairs when I didn't not consent. Very overwhelming.

Julio and Amanda were amazing. This was my first time here, and they made me feel welcomed. I highly recommend this location.

I dont usually do reviews but I genuinely feel hurt to the point where I have to make one. I went in on January 5th to exchange an online return with my mom which I found out I can't do, no problem. I just wanted help figuring out what shoe I did want. I tried on a few pairs and the lady helping me informed me we wouldn't be able to exchange but that she could start the return and print a label for us. So incredibly grateful for that help. I tried on one more pair just for fun which I did say to her and upon taking off the shoe I let her know we would start the return now and purchase online. Immediate attitude change. Made a face at us and told us we can do that online on our own. I was looking forward to her help because while we can do it on our own its not easy when you're unfamiliar and my moms older so, we would've been able to do the whole thing so much quicker with her help as well. But whatever I wont push it. My moms older had a couple questions regarding returns and payment methods but the lady immediately shut her down and said they weren't responsible for that. Basically as soon as I wasn't going to spend money in store we were refused all help. Genuinely just made my mom and I sad. Ive been on her side of things so while I get it, its not okay to be rude to kind people OR somebody's mom. genuinely what the heck :( we went from gabbing together about boots to cant help you do it on your own. ...... Even if my mom didn't phrase her question right she still needed help and the lady didn't even try and help us. Wouldn't recommend coming by if you like... need help with like... anything other than buying shoes immediately.

Very rude staff. Manger was very pretentious. Erica thinks she knows everything. Came in to get a size bigger and rudely tried to correct me twice

Amidst the chaos of Black Friday shopping, I was able to score a pair of Mary Jane Docs from this location for sale on that early morning thanks to the helpful staff working that day! We came to a line forming but did not have to wait long to be let in. There was someone to assist with the line to avoid crowding the already small store. I do find this better as we were able to get the assistance we needed and get our sizing fast. I don't remember the associate helping us but she was extremely helpful and gave us advice on sizing tips and what to go for before making our big purchase. Overall, I'm happy with my decision and we received a super nice cleaning kit for the first 50 customers as well. Such a great deal that day and shoutouts to the workers for their customer service on one of the busiest days of the year.

Pleasantly surprised by this store! Lots of old school stuff and new stuff. Wasn't intending to buy a new pair, but found a super cute and comfortable pair of sandals on sale. Apparently there is a capacity to the store and there was a line to get in (which I noticed when I left) but I guess it's helping because the staff is attentive.

Came in to try on and purchase two pairs of shoes that I had been eyeing online, but I left with no shoes and a sour taste in my mouth. This location has terrible staff, especially the manager with pink hair. Not only was the staff generally rude, but too many staff members were standing around, taking up space inside the store that could have been better used to accommodate more guests rather than forcing the guests to wait in a queue outside of the store. The UTC mall location is much better in terms of quality and customer service. I highly recommend that location over the Fashion Valley Mall any day.

Liam did an amazing job helping me with sizes and styles. He provided me information on how to stretch my boots and a realistic expectation for the journey.

Carolina and Erika were extremely helpful and patient while I tried on different shoes and styles. I learned so much talking to them and will definitely come back looking for their help on my next purchase!

The selection of shoes and boots here put most other retailers to shame. I loved that even my large shoe size was represented with a decent amount of stock (size 13 is always hit-or-miss). The service I received in my visit last month was top notch. Tanja was helpful with understanding my needs and was exceptionally wonderful to speak with. Her assistance with finding just the right items helped elevate the value of my visit from good to great. Overall very happy to support my physical stores, especially in the age of internet commerce, as you simply cannot replace quality and service.

This place is awesome! 5 out of 5 stars! I came in to look at things, and the person (afab..cant remember their name, but they had short, purple or pink hair) who greeted me was so friendly and explained all the different materials of shoes to me, showed me the different size platforms versus regular sized soles, and answered all my questions! They were so friendly and made me feel not judged. I bought my wife a gift card for $200 and we came back a week later to get her some of her dream shoes! All for $220, I bought her a nice pair of shoes, waterproof cream, another cream to help the shoes from cracking, and an extra pair of laces (rainbow colored, but you can choose from a whole bunch of colors). I will continue to buy only at this Dr. Martens, because of the awesome employees here. Everyone is so nice and knows everything about the shoes and care for them!

This is the second time I have had a strange customer service experience at this location. I went in to try on one particular style of boot. I was helped by two employees and things were going well enough. Unfortunately, I seem to be between sizes, as neither of the two sizes fit well (I'm not spending ~$200 on shoes unless they fit well). No worries....but, things then took an awkward turn. The employees became outwardly irritated and short with me as I told them that I wasn't going to purchase a pair. It was very uncalled for as it's not like they're paid a commission and I took under 5 minutes of their time. I get that working at this busy location may be stressful, but that isn't an excuse to take it out on others. I won't be shopping here again.

We been at this locations many times and I have to say the experience is TOP QUALITY!! the staff is great super friendly very professional and knowledgeable about all the boots the manager is always friendly and ready to answer any questions our associates name was Daisy she was so helpful and her undivided attention was w us at all times even though she was trying to help more costumers 10 out of 10 to this place OVERALL A GREAT EXPERIENCE

Posted store hours 10a-9p, arrived at 10:40a, door was locked. Staff inside hand gestured to me that they would open in 20 min (11a). Came back at 11:02a, door still locked. Staff came out and said they were "waiting for corporate" and that they couldn't open and were just "literally waiting". Unfortunately, for me, I came to the mall specifically to purchase from this store. Wasted time on my part. Another patron was also there waiting.

My daughter is at a stage in her life where she needs Dr. Martens in her life. And since this is one of the only Dr. Martin store I knew of we decided to go to Fashion Valley mall to get her the shoes she wanted. The location of the store is at Fashion Valley mall on the second floor in the middle of the mall. Parking of course is vast and it's an outside mall. I love coming to this mall because it's always great to walk around and see all the stores and people. Due to the fact that we are in a pandemic, the store only allows 5 people inside the store at all times. So be prepared to wait awhile in the line. The store is small and all the employees are very helpful and have great energy. They helped us with all the questions we had and even showed us various other options that helped my daughter choose. Of course when it comes to the prices, they are always expensive since I remember. But non the less a great long lasting shoe. So definitely come to this location for a great over all Dr. Martin experience and an awesome crew.

Had to wait about 35-40 minutes to get into the store since their capacity is 3 customers at a time. The guy who helped me (sorry I did not get your name) helped create a 5 star experience for me. I went in with the intention of only trying on but ended up purchasing some new boots. He opened up and unlaced all the shoes I asked for and even let me try on some insoles for a custom fit. I learned you cannot return online orders in store (they have to be mailed back 7$ shipping fee) so it's best to buy in store or purchase on Amazon for free returns :)

Kind of disappointed in the customer service . As is the boots are very expensive so you would think they would actually ask you questions about your feet and give you recommendations. That's what a sells person actually does. I told them my toes were pinching and they were like "really, wow, ok". And gave me ZERO recommendations. So I bought a pair bigger (obviously) and now they're too big. After breaking them in and doing research I should have gone with a COMPLETELY different style because those have more stretch. So now I'm stuck with over sized expensive boots that I probably have to sell for a fraction of what I paid for. No will not wear uncomfortable over sized socks because I shouldn't have to. If you don't like your job GO GET ANOTHER ONE!

I had been talking about Dr.Martens since October and I was always really hesitant on buying a pair because I didn't know if I was cool enough. Well, my husband was really tired of hearing me contemplate the purchase so he took me to the Fashion Valley store last month. With COVID-19 there are restrictions for the amount of people in the store, thankful that the store practices social distancing. We waited in a line for like 15 - 20 minutes, but the associate manning the line made she sure took information from each patron in line. She asked what they were looking for and sizes they normally wear, I thought this was super efficient because as soon as it was my turn to go in they would options for me. When I was next in line another associate took over and gave me some of her personal favorites, she showed me shoes I would like too. When I got in, I tried on the shoes I came in for and didn't automatically love them, the associate outside told her co-worker to bring out the shoe she had suggested the Sinclairs. Winner, winner. The Sinclair's are a platform boot that you could zip up or tie up! When I tried them on I knew instantly, they were so comfortable and looked great on. The leather was so soft already and even though it was more than the ones I had wanted originally I knew I had to have them. I did have a 10% coupon for signing up for their email list which they honored in store. I am so grateful for the kindness and helpfulness that the team at Dr Martens has provided, I am so so excited for my new boots, THANK YOU FOR THE AMAZING SERVICE!

The eldest of the employees this evening was quite rude to us. I asked for a size and she brought me the men's size. I asked her for the women's size and she responded by saying "well are you going to buy anything?." I said well "I am trying to figure out what size I am". Then she told me "well i need to hurry up and close the store". So we left the store. No purchase here. Although it was near closing, There were several other customers being assisted at this time. I understand its near closing, but she could have still been polite

Love this store & all the staff inside! Everyone is so sweet and always willing to help :)

My whole family loves this store. All of the people working there are knowledgeable and helpful. Even when the line to get in takes up both sides of the walkway I will wait. I'm bummed that my sizes sell out so quickly and that I can't return online purchases there. Not sure why that is.

I wish I could give this 0 stars but I gotta leave something the other day I went to the gym and afterwards I went to this store to get a new pair of shoes the manager was very polite but there was another employee who was helping so I tried on a couple of pairs and I asked if I could try on a particular pair that I was eyeing she turned around ignored me and catered to a better dressed couple along with a baby I was trying to get her attention but she kept on ignoring me so I left with no pairs of shoes I guess I would say getting my balls stuck in the doorway would be a less painful experience then that Customer service

I went in told them my exact problem with the last boot, my toes went numb while wearing the boots. Instead of listening to the customer and actually doing their job. They handed me another boot that is narrow in the toe. They told me to go up a size. Now doing my own research I should have got a unisex size now a women's. The staff is too concerned on looking "cool" and then actually helping the customer. Which is exactly what they are there for. So now I'm stuck with a $200 boots that don't fit.

Worst customer service online and in store. Do not recommend.......................................................................

Angie is definitely amazing. Originally came to do a return, almost bought new shoes after finding out i can't exchange a online order in store... Angie saved us moneyyyy with insoles for the original shoe! Overall amazing!

Angie was awesome! Got my first doc martins thanks to her . Everything was great, found I was looking for

I HAVE to give Ari & her crew a shout out for helping my difficult situation. My dad bought me Chelseas that were a tad too small for Christmas. Without a receipt Ari exchanged them for me even though its against company policy. I was going to cry if I couldn't get the right size!! So even though I have had to sacrifice lonnnnggggg wait times to get in, the product and service is unbeatable!

Finally bought my first pair of shoes here & I couldn't have done it without Elise! She answered all my questions, suggested the socks for breaking in my new pair of boots, and made sure I got my student discount. Thank you!

Worst customer service ever, power hungry staff (brown/red haired male employee specifically). Acted like he was the fashion valley Anna Wintour running Vogue as he ran the line outside of the store, and couldn't be bothered to deal with customers. When he finally asked what I needed and when I described it to him, he followed with "I know what an exchange is thanks". Okay??? It only got far more unpleasant from there. I thought I was being punk'd at points because he just seemed to want to pick a fight, which I've never encountered with retail staff or when working in retail. I would've gladly made my exchange somewhere else after that encounter, but this was this only store in the county with the shoes. I'm not the first to point him out in the reviews, I hope he cheers up!

Quality service! Right off the bat I was greeted by Noah and was helped with my needs to find a vegan boot. I was able to get in and out in record time while being helped the whole time! Super nice people.

Absolutely HORRIBLE customer service. I can't express enough on how badly I was treated. I will never go or recommend this store.

The manager Mina was super helpful with trying on each shoe I was interested in and deciding which one is best for me. 10/10 would get another pair of docs here!

I was assisted by Bri and she was really welcoming and had amazing customer service. She was more than willing to go get another size or check other sizes. Enjoyed talking to her and left the store satisfied with my purchase and experience.

I came in with the intention of buying these Mary Janes I had been eyeing for a while now. But when I went in I saw another variation of a platform Mary Jane that looked equally as cute. I switched off trying off both shoes, as the indecisive person I am. I ended up finding one more Mary Jane shoe on my way out, and couldn't resist not trying them on. And Bri helped me out with no hesitation. She was kind, friendly, and patient. She made my buying experience of these shoes 100% more welcoming and enjoyable!

I went to the mall for the first time since the pandemic started today. All the staff were wearing masks, they let in a certain amount of people at a time, and right when we walked in they offered us hand sanitizer so I felt very safe. I've been eyeing the Jadon boots for a while and Madi was very helpful and let me know the run down of how to wear them and how to break them in. All the workers were very friendly and sweet!!

Though the staff was nice they did sell me women's shoes. My fault for trusting them and not verifying. Funny in hindsight but that old proverb, "measure twice, cut once" applies here. Ashamed that I can't return on my Finale Sale purchase. Makes sense since maybe they knew they were selling me women's shoes and me not knowing... ‍

I went there for the first time since it opened and honestly the girls were amazing and super friendly. Everyone around was very helpful and the girls all tried to help out and make sure i got the right size. One of them even laced my shoes the way she does it so that it doesn't slide when i walk!! which was super helpful honestly. i'm definitely coming back and buying from here again!!

Stopped in tonight to purchase some boots that I had put on hold over the phone. While I was waiting in line, there was a middle aged woman making a huge stink about having to wait, and giving the girl at the front door a hard time. After requesting to speak to the manager she then continued to harass her about the Covid- saftey measures, being a huge Karen. I applaud the entire staff for handling the situation with professionalism and grace. The entire team deserves a raise as I'm sure its not the first time they've had to deal with someone being so rude and entitled. p.s. I love my new boots! thank you for all your help!

I went in the store to just get some laces and the person at the door was so rude! I just wanted to know if I can get a certain kind of laces and they interrupted Me just to squirt 6 pumps of hand sanitizer in my hand. I was like uh ok so I went to fix my mask cause it was falling down and they threatened to kick me out if it fell down again. Didn't get my laces. Not happy. Not going back.

This reviews dedicated to Hannah . She helped me out about a week ago ... wow what a help she is. This stores extremely lucky to have someone like her. I didn't know what shoes to get and she knew right away what my style was. Love workers who ACTUALLY KNOW WHAT THEY ARE DOing. We need more Hannah's !! Thanks Hannah

I had to write a review because Tim and Ari were beyond GREAT. Like their customer service is a 10/10 and I cannot express that enough! I called today and spoke to Tim on the phone, I let him know that I did not have my receipt for an exchange and instead of saying there was nothing he could do, like most stores would, he asked questions so they could find the receipt! He let me know the docs I wanted were currently out of stock but there were another similar pair that he would put on hold for when I got there. And this was all over the phone! I can't remember the last time an associate genuinely helped me out like Tim did. When I got to the store I spoke to Ari who looked for my receipt even though we weren't sure of the dates of the purchase she did not stop looking! I think what really got me is that any other person would have been like "yeah sorry we can't find it" without even looking but Ari FOUND THE RECEIPT!! She even let me know that she would keep an eye out for the docs I wanted and give me a call if they were in stock. This is a long review but I am just taken aback by the great customer service I received today. Tim and Ari, your guys' customer service was *chefs kiss*