Frankie Shop

I’ve always loved The Frankie Shop as a brand, but unfortunately, my experience at the Soho location really changed my perspective. From the moment I walked in, no one greeted me or even acknowledged I was there. All of the employees were gathered behind the registers, gossiping and paying zero attention to customers who clearly needed assistance. I tried multiple times to ask for help locating items or asking about a product I had seen in-store, and no one seemed to know anything about what they were selling. Beyond the lack of service, the staff acted extremely dismissive and unapproachable — it felt like they thought they were too good to help anyone. It’s disappointing because I’ve admired this brand for a long time, but after this visit, I honestly feel like I’d rather spend my money somewhere else — somewhere where customer service actually exists.

Disappointing In-Store Experience I’ve always admired The Frankie Shop and have happily shopped their pieces online through Mr. Porter. After a lovely brunch at Ludlow House, I decided to stop by their Stanton Street location to browse in person for the first time. I wasn’t aware it was a women’s-only store, but still saw a few pieces I would’ve considered purchasing. Unfortunately, the in-store experience didn’t reflect the quality I’ve come to expect from the brand. When I asked a simple question about sizing, the sales associate gave me a disinterested and dismissive look. Her standoffish attitude made it clear she had no intention of helping, so I politely said “nevermind” and walked out. It’s a shame—because I used to love shopping Frankie Shop online. Yesterday’s visit left a sour impression that makes me question whether I’ll continue supporting the brand at all.

The pieces are amazing. Cuts and materials really stand out, with quality on par with luxury brands but at a more reasonable price. Just note that the sizing runs large, ideal for taller people

Each visit is always a miss with the extreme lack of customer service. It’s a store run by mean girls who get annoyed anytime you ask a question about an item. It’s irritating and off putting…seriously do better

bought an $800 coat from them. they have the brand listed as "the frankie shop". I noticed the coat had a tag with a different brand name. I googled the brand and found the coat available on an alibaba-like site. returned immediately and bought a coat from COS instead which I was pleasantly surprised to find has a tag from a heritage coat maker in the UK. Just know that if you shop at the frankie shop you may be paying a HUGE premium for a mass produced drop ship piece. hope this helps someone else.

I see a lot of bad reviews online with the service, but when I came here, I did not have any bad experience at all. I came in and checked if they had the jacket I wanted, and they had 1 left, and the Sales girl was pleasant. I would come back if I'm I'm NYC again. The only thing when I went 11/2022, there was a line outside to get in. Hopefully, that's not a thing anymore since covid is done.

The Frankie Shop delivered me a Faven Cropped Trench with several defects. There are holes all over the trench. The quality is terrible. I don't recommend the shop. Update: The customer service is super nice.

I'm not from the area but I've known this brand for years, however I could not risk ordering online as in case the size is wrong, it'll be a huge hassle for returns. Finally, I had a NYC trip this year and I literally reserved a date and times to visit both locations. I was surprised to see such negative reviews towards the brand, however upon reading, it's mostly the in store experience, not the quality itself. I still went despite such negative reviews. What I like about the brand is the timeless aesthetic. With it being on the pricier side, I expected high quality clothing. It disappointed me a little to see a few loose stitches. While the Crosby location really gave me an unwelcoming vibe, Bianca from Stanton made it a pleasant experience. She greeted me as soon as I came, acknowledged my presence and overall very helpful and polite. I don't need a red carpet experience but to be treated decently despite background or clothes I wear, that's something I appreciate. Thanks Bianca.

I was worried about the service experience based on the reviews here. I've been both to SoHo and LES stores several times and have received helpful and polite service. SoHo seemed to be more approachable (I live in the LES and find that most people here take themselves way too seriously while living off their parents). Frankly I didn't give it a five star review because I've rarely encountered a store in these areas that deserves five stars. Love the clothes!

I went in to the Stanton street location to exchange a pair of pants for a smaller size and I have truly never been treated so poorly. I was appalled and now I truly feel very sad for any person who walks into that store to spend their hard earned money here. There are small businesses all over NYC that one should support over this place. I was spoken down to and left feeling completely bewildered as to why exactly I was being so demeaned especially when my purchasing History at The Frankie Shop was so extensive. Also, impossible to get a response over email or DMs to the business. The woman's name was Noelle or something like that but honestly, go to any other store, this place has bad reviews for a significant reason.

I tried to purchase a crop blazer on line and their bank flagged my purchase asking to see my ID, I remind you? funds where already took from my account. Called and verified my address and that still wasn't good enough. Horrible customer care and concern as well. Why would you send someone your drivers licenses threw email. Theres way too much fraud in the world today. wow! smh.

alert!! consumers are at risk of incessant marketing emails from this company regardless of an unsubscribe request. additionally, the unsubscribe option provided with each correspondence is non-working. moreover, the frankie shop continues to be non-compliant following multiple requests to remove my email address from their data base. i intend to file a complaint against this merchant with the federal trade commission due to their ongoing marketing harassment and violation of my consumer rights!

Very poor customer service and apparently poor quality clothes. I discovered this brand/shop while shopping on net-a-porter. I visited the website and was impressed with their selection. I'm an avid shopper who prides herself on getting high-end for a good bargain and so when I saw their chic pair of faux leather shorts on sale, I got them. They looked good and I wore them only to discover that, after wearing the shorts for a couple hours, the most posterior belt loop had come undone at the top and was hanging. I had not worn a belt nor had caused a snag or other trauma that would justify that happening and so I notified them of this by email and was told to send photos. I obliged and then was told that there was nothing that they would do to rectify the issue either with exchange or a credit given the defective clothing because the item was considered final sale. I've had a similar situation in the past and that company understood that a purchase of new clothing is an implied contract that I am buying goods that will, at the very least, last me one wear. I have never had such poor customer service with a so-called high end retailer as most understand the value of maintaining good customer support and quality items. Furthermore, whether I pay 10 dollars or 1,000 dollars for an item, I expect it to last a couple of hours without falling apart. Ultimately, I will fix the shorts, but will never shop their products again. I wish I had seen their reviews before buying anything from them.

I wanted a pair of jeans I saw on their site, my friend who works in the area warned me the shop was "awful" but it was absolutely fine - the girl who helped me find the jeans was perfectly nice as was the girl who wrapped them up. I see from these other reviews my friend wasn't alone in not liking the store but I had no issues.

I love the clothing but I'm going to have to stick to online shopping only because the sales person at the nyc location is so disinterested and rude. I don't know her name because despite saying hi she didn't respond to me but she has brown medium shoulder length hair and light eyes (blue?) I wanted to buy stuff and literally felt like I'm forcing her to help me with sizing. I put all the clothing back and couldn't leave fast enough.

Yep 1 star ! The sales associates are obnoxious as described her in many posts will not be coming back shopping online from now on.

their in-store nyc experience feels like a more expensive aritizia - same vibe a little too creepy and judgy. online I won't even know where to to start either: everything is always out of stock, new or basic, good luck getting any email inquiries answered if you're interested in buying or correcting an order. I was interested in an item and by the time they answered past the automated message it was weeks later and the item itself was sold out. the clothes themselves are good but gl trying to get them lol

Meh, I purchased in their website twice, the experience is they NEVER respond the inquiry emails. I emailed them to ask a size exchange after placing my recent order, I wondered if they could simply swap a size for me if they had not shipped the package out yet. Because the website states no exchange but return and repurchase on customer's cost if the size is incorrect after receiving the merchandise. The interesting thing was that the package was not being shipped out after 3 days of placing the order (I could understand due to COVID-19), then it was shipped out RIGHT AFTER I emailed to the customer service to ask to swap the size. I have enough to suspect they rushed out my order to ship in order to avoiding the hassles of swapping the size per my request after reading my email?!?! I received the package in the end, but the email was never being responded. Overall, the sizing runs really larger. I am usually a size S, and I enjoy loose fit. So I purchased their M, and it actually runs like a L-XL in fact.

Customer service is so terrible. My friend and I waited at the line for more than 20 minutes and it started raining outside so I told my boyfriend to wait in line for us and ran to cvs to buy an umbrella. We only left for 3 minutes and the staff told us that only my boyfriend was allowed in store because he didn't see my friend and I in line. He also said it in a very rude way. Would definitely never shop here ever again.

I really love the eclectic clothing items at Frankie Shop; yes, the clothing is overpriced, but the owners do a good job of making selections from a lot of local designers and representing garments that are eco-friendly and ethically made. It's too bad, however, that some of that mindfulness doesn't influence the store owners and shopkeepers. I've developed a routine with this store so that I'm not contributing any money to them directly due to many previous negative experiences there: I like to go in, take a quick look around to see what new stuff the represented designers have out so I can order from the designers directly, then get out of there as soon as I can because the atmosphere at the Frankie Shop is so uncomfortable and unwelcoming. Not only is the customer service basically nonexistent--several friends and I were in shopping a couple of weeks ago while the shopkeeper and her friend were doing an "Instagram photo shoot" at the store, and though we probably spent upwards of $1,000 in less than an hour, the shopkeeper treated us like we were in the way and kept whispering and laughing with the "Instagram model"--but the shop itself is set up awkwardly. There are no mirrors in the dressing rooms, so customers are forced to exit to the main part of the store if they want to have mirror access, and thus they are subjected to completely generic comments from the shopkeeper like, "Oh, yeah, that looks completely FABULOUS on you," or, worse, to totally unwarranted comments like, "That dress is a nice choice; it makes it harder to tell how big your hips are." In a nutshell: Great selection of unique garments from local designers, but if you're looking for a mellow shopping experience where you're able to peruse and enjoy yourself, this is not the shop for you. Tip: Go in to check out what they have, then order directly from designers for less expensive prices since the shop marks up the cost of many items.

Love the online store and they market well but in-store purchase is terrible!! Sales rep were nasty and rude turned me off stepped out immediately

The shop itself has some really nice pieces and cute stuff. I tried (gasp!) calling the store twice in an afternoon when I had found a few dress options online that I wanted to see if they had for an event I had the following day. Both times no one answered. I left a voicemail but no one called back. I finally emailed the shop and they responded saying that they had two items on my list and would put them on hold behind the counter for me. Great! The gal working there was really a drag though. I came in asked after the dresses- She only had one put away, the other dress was on the mannequin. She gestured to it saying "this is the last one" and I had to ask to be able to try it on. She said "She'd have to ask"....ok?.....I went through the store while I waited on her and picked out a few other cute options but finally because she didn't follow up or say anything to me I just kinda hovered around the desk. She finally asked if I was set and painfully stripped the mannequin for me (how awful...?) so I could try on the dress I had emailed about hours earlier. There are no mirrors In the fitting room, so it's one of those places you have to come out to see how you look. Desk lady ignored me the rest of the time I was in the store, probably assuming I wasn't going to actually buy anything (because let's face it, it was Friday and I was just dressed in jeans, white tee and vans). Honestly the first time she was pleasant was after she swiped my card. I don't regret the actual dress but I definitely don't have to shop here again and probably won't.

Absolutely terrible customer service! The sales girls are so rude and don't speak to you the entire time... it's so uncomfortable and makes you feel like you're intruding on them. Makes me never want to buy from this brand again. Do not recommend going to the store.

Terrible customer service. Please work on that. Also for those online shoppers, the clothes may look good in pictures but you will be disappointed by the fit, fabric and cut. Beware! Oh and they'll give you a hard time if you are a customer that excessively returns (mind you the return shipping isn't even complimentary).

Cute basic stuff but the girls in there are beyond rude. They just sit by the cash register -- are unwilling to answer questions. I don't know if they're job description is to be rude to customers but if so they're doing a great job. Didn't even ask to take my stuff into dressing room. Overall very unpleasant shopping experience even though I found something I liked. Boss should def fire them.

This shop has nice stuff. The customer service is a complete disaster. Alicia, the manager, is not in the least bit helpful. She makes buying here an obstacle course. For the store to ship anything is made as difficult as possible with a disgusting return policy. Alicia does not want to make your buying experience pleasant. She resents being asked to help. I say unless you love something on line, forget this store. Why deal with a place that acts as though they are doing you a favor in letting you buy merchandise? For a pleasant shopping experience, buy elsewhere--anywhere else.

I've purchased several times from here, each time the staff is incredibly rude. Worst customer service I've experienced spending hundreds of dollars. Great store and great products, rude employees.

Stopped by the store for the first time in person after following their brand online for a couple of years. I've always loved Frankie Shop's simplistic but bold designs online (hence I'm even giving the store two stars), so imagine my disappointment when I stepped into a store with the loudest music, contrasted by a mute sales rep who did not bother to answer any of my questions with actual "words" or eye contact. I generally love shopping in person for the experience and the immediate satisfaction of owning beautiful pieces, so honestly if you love Frankie Shop, stick to its online website and don't bother going into the physical store because sadly, my perception of this brand has completely changed and I wish to never purchase from them.

One star is too much. I feel like I can purchase the same items from either Massimo Dutti or Front Row Shop for half the price. They are overly priced for no good reason.

Great online styling however the quality, fit, fabric, and cut are subpar. Best guess is that they mark up clothes bought from Asia, sew on the frankie shop tag, and then include some designer brands to elevate the company. Definitely smoke and mirrors. Cost is incredibly overpriced for what you get.

Such a great high fashion store! Check out this review at shopwithdice.com (https://shopwithdice.com/the-frankie-shop) and video of the interior: tiktok.com/@shopwithdice/video/6868404074392358149

The Frankie shop is so cute! I went in because of the Instagram and was greeted kindly by Amanda. There were a lot of the people in the store which face it make you want to shop even more!

I walked passed Frankie Shop and noticed their fun oversized puffy bags in their window. I stepped in and asked one of two sales assistants the price. My question was directed to the second assistant further from me. She asked, in a curt tone, "which one". I was given the price but I had to asked again because I was slightly thrown by her demeanor. I chose to let it slide and continued to shop around the shop. I tried on their Boyfriend Jacket and had a fun back and forth about it with #1 sales assistant while #2 was downstairs. When she came back up the chill returned to the room. I returned the jacket to it's hanger. I spotted their hooded scarf, tried it on. #1 pleasantly commented on it on me. I decided I would purchase it and asked #1, if the one on the sales floor was the one I would purchase. #2 chimed in, in her way, "Yes". I returned my attention back to #1 and continued my purchase. She noticed I had pulled out my credit card and politely requested to see ID. I gladly produced it and the transaction continued. Now, #2 walks from the other side of the small shop asked to see my ID. #1 whispered to her that she had already seen it. What became a sometime thing with asking to see ID became something that was off putting. I directed a question to #1 "what's up with asking for ID, y'all been having some problems?" Once again #2 spoke up and informed me it's for security. I walked away with my purchase, happy with my item but not with my experience. I would not have contained my cool or have made my purchase if not for #1. New Yorkers want to support small businesses. But should not support those who feel not all their customers should be treated with common courtesy and respect. I will not shop at Frankie Shop again nor recommend it to my friends.

Stood behind a white woman who made a larger purchase than me and paid with a credit card- who was not asked for her ID to make the purchase. When I made my purchase, the woman at the register looked at the name on my credit card, looked at me, and immediately asked for my ID. Nice to experience some casual racism on my quest for a nice coat!

Great service and friendly staff I went into Frankie shop to buy shirt that I seen in window for a gift before I left at end week to go back home and they were sold out but said they can get me one by end of the week before I left and they did! That was soo nice of them to rush order and call and write me that it came in. Soo sweet Cheers Thank you

I found this cozy store in the Lower East Side. A pleasant surprise as I found stylish pieces that were reasonably priced. I got some gifts and was happy with the service. I am not sure how long this spot has been around but its a hidden gem.

Condescending sales rep couldn't care less about helping me even though I was the only person in her empty store. She also managed to make me feel bad about my body despite the fact that I'm an XS (not that anyone should be treated that way, but still). The stock here's overpriced and comically trendy anyway...looks like how people in their 40s think "the kids" dress. I'd forgive them for that if they weren't so rude. God how I miss Pixie Market.

I love Frankie for their versatile pieces and interesting silhouettes. I don't think of them as overpriced, and the sweaters and dresses I've impulse purchased after coffee next door at El Ray have all become some of my favorites! I'm surprised by the other reviews here- I've only had good service here, if minimal (there if you need them, out of the way if not).

I shopped here and found a great outfit, crop top and skirt. The sales rep helped with some different ways to accessorize. And got a pair of sunglasses. Nice little shop!