KEEN Garage

Sonja went above and beyond to be helpful after an insane debacle with Keen Central. Basically, Keen had a batch of Versacore in the color Primose/Alloy size 6.5 that were mislabeled/missized which they vehemently denied was possible. 3 pairs and 6 Keen people later I gave up being treated poorly (Keen Central not Palo Alto store) and called the Palo Alto store. Sonja took time to measure the shoes to help confirm that the pair of 6.5's they had in stock in a different color were indeed smaller and true to size. She then held the shoes until I could arrange to be in the area to try them on and buy them. An associate validated that the shoes I had received were indeed bigger than they should have been and measured my feet and explained the measurements to me. Sonja was so nice and apologized for all I went thru and expressed that this was very atypical. She encouraged me to try on different styles to explore fit. She was very knowledgeable about all of the shoes I tried on and Keens as a company. Ultimately She helped me get a pair of appropriately sized Versacore in a different color for very close to the sale price from what I had ordered from Keen. She even was so kind that she found a pair of colored laces to make the replacement pair closer to the color I had been hoping for. If you are anywhere close to Palo Alto deal directly with the Keen Garage versus online.

Had a great experience at Keen today! Alex was extremely helpful in helping me find the right shoes for me. Each shoe fits a little different so it was really helpful having him there to give advise on which hiking boot was the right fit for my foot. He was also patient and kind to my kids as they were in the store with me and also needed my attention while we were there.

Alex was absolutely fantastic in helping us find the perfect pair of Keens. He was incredibly personable, approachable, and made the entire process enjoyable. What really stood out was how he took the time to listen to our specific needs and then tailored his recommendations accordingly — not just pushing a generic option, but making sure the fit, style, and function worked perfectly for us. You can tell he genuinely cares about his customers and wants them to leave happy and confident in their choice. We walked away with exactly what we needed thanks to his expertise and thoughtful approach.

One of the best store I had been. My husband wears only Keen shoes and he bought his 10th pair yesterday. He works at Stanford and he had to walk all day, he is saying that Keen shoes are quite comfortable, sturdy and slip resistant. We love this store, the feeling like takes you into a different world. Maya provided an excellent service, she was there from the moment we walked in until we left. My husband so picky and took longer to find one, you know he bought his last pair two years and their technology is changing so he knew the Keen shoes inside and out. Well he is happy with his purchase . The Manager was quite friendly too. The only lacking was suggestive selling like a pair of socks, their cute hats and bags. I like their revolving display of shoes where you kinda pick what you want and all items were priced. The location was well maintained and clean. It was packed yesterday, all coming out smiling with their purchases on their hand. I highly recommend this store.

Sonja was very helpful. She measured my feet and provided all sorts of shoes to try on based on my fit and activity. The color + size of the shoe I wanted was not available in store, but she provided detailed information about shipping and helped process it. Looking forward to visiting again in the future.

Sabina was so helpful and patient while I was deciding if any of these shoes worked for me. Her professionalism and experience to eventually find me the right fit was refreshing and appreciated her help in the process. Was just looking around and she helped me find the perfect pair, would go back!

I bought these shoes today, and I usually don't feel compelled to leave reviews. However, the experience I had today compelled me to take the time to share my thoughts. The lady who assisted me, unfortunately, I forgot her name, but she was truly amazing. Right from the beginning, she took the time to measure my feet meticulously. She brought out three pairs of shoes for me to try on, helping me choose the right size. When it came to selecting the insoles, she presented three different heights and let me try them all, starting from the lowest and working my way up, and then back again. Before I left, she even took the time to explain the benefits of using hiking socks and how they differ from regular socks. I am so grateful to this lady; she is genuinely the best person I have ever encountered!

Absolutely terrible experience. The short-haired lady working here is unbelievably rude and love to tell you what to do. If you’re young and Asian, be extra cautious—she’ll barely let you try on shoes for more than three minutes before snatching them away and putting them back on the shelf, claiming that ‘other customers’ need to try them too. She picks and chooses who gets decent service.

Visited the Keen Garage this morning to pick up a pair of hiking sandals. This store pretty much carries a full selection of the Keen inventory that is listed on the website. Lady who helped me was very helpful in explaining the difference between certain models and in providing me tips for how each model should fit. My shopping companion was looking for work shoes and had a ton of questions, which the staff was very patient and detailed in answering. We're very happy with our purchases and hope to visit the Keen Garage again.

I had never heard of Keen shoes before, but my husband had, and he wanted new walking shoes, so we went in to look around. He found a pair he liked right away. I was bored, so I tried on a pair while I was waiting. I found them to be...different from any other shoe I have worn. There is plenty of arch support, which is something I need. In fact, I generally wear arch support inserts in my shoes, but these do not need them. It actually takes a bit of time to get used to walking in these shoes as there is a feeling of being elevated. But they are very comfortable. They are not cheap, but I think they are worth the price.

Excellent service; manager extremely knowledgeable about her products. Recommended two pairs of hiking shoes with width and good size toe box that fitted well. Kind of busy on the weekend so need to be patient; otherwise, visit on a weekday or if you need to be fitted, call to make an appointment.

I bought my first pair of hiking shoes from Keen a couple of weeks a go. My first experience wearing them did not go so well leaving blisters on my feet, I went back in to change them, taking advantage of their 30-day guarantee, and following foolish advice I received from a random hiker I met on the trail who said I needed smaller shoes! Despite the team advising my against that I went ahead and swapped them for smaller shoes. Before going on my second hike I immediately realised that the team were actually right and went straight back to the store to change them for the second time. I was greeted by the store manager Sonya who dedicated the whole rest of her afternoon, till even after the store closed, to help me find the right pair of shoe - I have a difference in size between both feet. I believe we tried on every single pair, one by one before finally finding the perfect shoe and arch sole combination. I don't think I have ever seen such determination and drive from a manager before. Sonya did not give up, nor make me feel in any way as if I was burdening her with my issue. She truly is an asset to this community and we are lucky to have her.

I've been wearing KEEN shoes for years, but visited KEEN Garage for the first time. I had great service here. I had credit to use at KEEN online, but while the credit couldn't be used in their store, they let me try on different shoes/sizes so I'll know my size when ordering online. I appreciated that the staff that helped me was very knowledgeable and patient and brought out so many shoes for me to try, even though she knew I wasn't going to make any purchase with her. I liked one of the pairs she let me try which was in my size, but they sold out of my size online so I went with another pair online. While you can look at the online inventory in store, online orders also can't be returned to KEEN Garage.

I love Keens but went with a load of cash and no card. They don't take cash. I hate that. I went home and ordered later from Amazon.

Rude know it all manager doesn't have the first hand knowledge or medical background to suggest the proper fit for any of the shoes & boots that keen makes

Knowing up front that I was traveling and likely not going to purchase anything, Sabine spent a ton of time finding the right fit for me so I could order online when I got home.

Sonja and the staff at KEEN Garage were super patient and helpful in helping me select the right shoes for light hiking in wet weather. Highly recommend Sonja and the staff there for their professionalism and focus on customer service.

I walked into the store in pain from wearing worn out sneakers. I tried on the Men's NXIS EVO Waterproof Boot . These shoes renoved my pain instantly. I paid full price because it is worth every penny. I am now a KEEN convert! I was helped by Matt, Maiya and Sonia, the store manager. Thanks for the great service at the store!

I gotta say that Ali is the most pleasant & helpful retail I've ever had the pleasure of dealing with! Today I visited to find a wider version of Keens to supplement the two other pairs I have. Having a broken toe, the others are just a little too tight to wear comfortably. Ali greeted me with friendly demeanor and proceeded to ask constructive questions to help narrow down my options and to help me make the best decision for my situation. Thanks to Ali, I've come to the conclusion that buying in person at the store is way better than buying online as I have in past years. Thanks Ali!!!

They focus on your happiness and super help you get the right sandals/ shoes. I went all in and got allot of products when I was there last because I liked the displays, service, and had trouble picking, so simply took one in every color so to speak, and glad I did so. I did have a problem with one of my sandals I think called Konas? The were flip flops, felt amazing but melted on my spas patio when left out on last trip to the desert, it was 106* and concrete likely 125* idk. Sandy and her staff super took care of me, made the return easy, and came up with different solutions, all of which were comfortable and happiness oriented.

I love KEEN shoes! They stopped making my favorite one, but the store employee was very cool about it. Hopefully they will bring it back. The shoes are cute and comfortable. I really love their stuff!

DOES NOT DO REPAIRS! Don't go there for a repair of anything except maybe your bunji tie. Having said that, I was upset that I had wasted time going there, yet they (Sonja) treated me very well and provided an email so that I could send her links to where I found 'repairs'. If I were looking to purchase new Keens, I'd go back and give them another try.

My family and I went into Keen just to look for some everyday casual shoes. While I was looking and talking to my daughter about what i liked and didn't like about certain shoes, David P. had some suggestions and brought out exactly what I was looking for. They were older styles, but perfect! He was so helpful and even brought out some crayons and coloring pages for my son. Keen shoes are really comfortable, but the 5 stars was definitely for David's customer service. He's really knowledgeable about the fit of the shoes, he's very patient and extremely helpful.

Unbelievable. I am still wearing the pair of shoes I got there in 2014. I only had to replace the ropes once, and it turned out they sell replacement kits too. If I were made like this, I'd be immortal.

Sonja was sooo patient and helpful when I went in to buy walking shoes for a trip to China. I have various foot issues, and she spent an hour with me and made many helpful suggestions for my situation. When I finally told her I was going to leave because I wanted to consider getting another pair of my old standards at a different shoe store, she did not make me feel I had wasted her time. I actually ended up buying the "old standard" style shoes at the other store, but then returned to Keen just because of Sonja. I bought a pair of fashionable mules Sje had shown me, and those two pairs of shoes were all I needed for my trip. The mules were a perfect, more stylish complement for times when I wanted a slip-on or for when I didn't need to do distance walking. Another staff member (maybe Vince?) told me the salespeople are not on commission, so maybe that explains the relaxed attitude of everyone at the store. He also said Sonja was the best :-)

Came by to look for some new work boots for my husband. My husband's co-workers recommended coming to this specific Keen store due to a worker named Sonja. We definitely were not disappointed. She was beyond helpful and did not push anything we didn't want or need. I wasn't a fan of keen sandals but after tying a pair on I was changed. They're so comfy especially when Sonja measured my feet she got the perfect size. The set up in the store for covid is no browsing, if you wanted to see something they can bring it to you in the waiting area. They only allowed two groups in the store at a time. One group on one side and the other group on the other. Each group had an associate that helped them. There is a sink for washing hands and couple of hand sanitizers located in the waiting area. They sanitize your hands before you try on any shoes. If you're looking to get some Keen merchandise come here and get the best customer service from Sonja!

One of the cooler retail spaces I've discovered in a long while. Not only do they sell all shapes and sizes of Keen shoes (a favorite brand of mine), but the store is mini adventure in itself: funky reclaimed furniture, various industrial objects, moving shelves that can be cranked up and down by hand, counters made from steel I-beams, plus a few more surprises I won't reveal. They lured me into the store all right, which was the idea of course. And I shopped and tried several pairs of shoes, but for some reason the ones I picked did not get along very well with my feet. So no sale that day, but I will certainly have fun coming back here, maybe with the kids.

Thank you Sophia for great customer service in helping me pick out my work shoe. Took advantage of 4 year anniversary 2 day sale at store location and got 30% on all my purchase during. Will be back again next year as they will celebrate another anniversary with the 30% sale on all merchandise in store. Ended up w 2 pairs for work. Steel toes with one being waterproof shoe! This is my third Keen shoes! Most comfortable work shoe and highly recommended!

Our family was looking for three pairs of hiking shoes and the service was great that they even suggested some items on sale that would work with our needs. We bought them and we're told to try the shoes at home to make sure we liked them or could return them within 30 days. I went back a week later to return them for either feeling too big, for my dad and mom, or just not comfortable enough(my pair) so we brought them back. The two ladies there were very judgmental asking about 4 times why I were returning them. They looked at the shoes inside and out and looked at me as if I were returning items after using them for more than a year. I couldn't believe that this took about more than half an hour to return perfectly fine shoes that were just not of our liking. Honestly I can't see myself coming to this location and prefer to just buy online. Customer service should be improved and honestly the person who sold us the three pairs was very attentive and the rest of the team should learn from him(if I'm not wrong, the manager was the one who assisted us with the purchase). First time I return something in this location and can't see myself coming in any time soon.

Second time going to this location and received bad service. First time my husband and I go in looking for hiking boots and the lady kept trying to show us the clearance table. We asked to look at $150 pair of boots and the lady acted like we were wasting her time. We bought the boots. Second time in same treatment. Don't expect service if you look young.

Went here last Wednesday in search of new boots. Staff was super helpful and very kind. Answered all my questions and helped me find the perfect work boots. Couldn't of had a better experience and my feet feel amazing after just the 2nd workday! Shoutout to Sonja if I got her name correct and the young gentleman who helped me out!

Had a great experience today at KEEN! My husband and I are hauling across England later this fall along Hadrian's Wall and we went in to get new hiking boots. Walked into store, was greeted within 3 mins. Things were busy because it was a sale weekend. Gave salesperson my requirements "ankle high, waterproof, not too heavy" was walked over immediately to 3 suggested shoes in various configurations. They were knowledgeable about shoe construction and features without being overbearing. Husband got the exact same treatment. Son wanted sandals but they were all out of size 2 in what the sales people called "boys colors". Minus one star for gendering color. Still after our son said no to the rainbow shoes, the salesperson found some black, white, and red sandals that he loved and we bought. It was probably the last pair of non pink or rainbow kids sandals in the place and he really had to look to find them. We were in and out in 30 minutes, great shoes we are really looking forward to using, great experience!

this place is the best. They are super nice and patient and everyone here is really easy going. Products are well made and fairly prices . Quality is fantastic and I bought a backpack and a hat that have held up very well as well.

Let me start of by saying I love Keen products. The shows are comfortable with plenty of support. That being said the reason for the 3star rating was for the LACK OF CUSTOMER SERVICE during my visit. I am an electrician looking for specific shoes & was told by my coworker that KEEN has some incredible shoes for electricians. When I walked into the Palo Alto store there was no greeting by either of the two salesmen. Now both were servicing customers but a simple "welcome, we'll be right with you" would have been enough. Once I found the product that I was looking for (without any help from the salesman) I stood waiting to be acknowledged, again NOTHING! I was in the store for 12 minutes waiting to be acknowledged & assisted before I decide to leave. I guess I'll just continue to order my Keen products online and not visit this store ever again.

I'm so disappointed that my formerly-beloved friends at KEEN declined my request. Defective snow boots should be inspected for wear. In cases when wear is very minimal (like new) but there is leaking, there's obviously a defect. How did the inspector reach this verdict without ever actually inspecting the boots? Very dissaponited :( Don't buy products when the business fails to stand behind them. Expect the quality you pay for to be delivered!

Awesome CS, very helpful and knowledgeable. I have always liked the shoes. My favorite hiking boots are Keen (My son is a newly minted Eagle Scout, so we go on lots of camping and hiking.) Best part was finding the in sole replacement. My hiking boots have taken lots of punishment but the sucker refuse to break. However, the sole has become a little hard and not as comfortable. So the $25 insole replacement is a great solution.

Went here trying to buy hiking gear today and one of the employee was super neurotic and flat out rude. Made it extremely uncomfortable to shop. Haven't had a bad shopping experience like this in a while.

Sonja is amazing! My best friend and I spent over an hour at the store trying on all the hiking shoes and she patiently made sure that we loved our purchase. She was so sweet and really listened to what we were looking for. Thank you so much!

Love this place. This is THE place to go if you're looking for good hiking shoes for women, but they also have other great shoes too. I went in looking for some comfortable shoes to wear around town, and ended up finding just what I wanted, and got a nice pair of boots with heels to go with them. The prices were better than those down the street and I liked the boots better here. The staff was wonderful. I was greeted when I walked in the door, which I like, and they checked with me and kept an eye on me to make sure I was being helped when I was ready. The man who waited on me was wonderful. He has longish hair and very casual jeans and shirt, which set me at ease. He didn't look like someone who was going to high pressure me into anything, and he didn't. The store is decorated in a casual manner also. They call it a garage and it's got "car" decor. :) I've shopped here before and will be back. I also like it that they've got shoes for wider feet, but they also have standard sizes, but all I had to do was ask, and I was informed of the shoes that had a bigger width. They fit great and are very comfortable. The boots were nice enough to wear to a meeting with my boss. Thanks!

I have to echo the sentiments of many other reviewers: the customer service here is really top notch, in pretty stark contrast to most of the retail experiences I've had along the Peninsula lately. I bought a pair of Newtons here last summer, not long after the Garage opened, after learning that the company had fixed a design issue (replacing stitching with glue that wasn't nearly as durable) that made me exchange two pairs of Keens within six months. I've been wearing them constantly and they were holding up well. Unfortunately, I noticed yesterday morning that the stitching had failed in the same place where the glue had failed in previous pairs -- right on the heel, where the piece with the Keen label attaches to the heel strap. I called to see if they could take them back without a receipt, and was told they could since I was in their computer system, so I stopped by yesterday afternoon. AJ started to walk me through the process of making a warranty claim, but when I asked if they could simply exchange them at the store rather than mailing them back to Keen directly, he flagged down Lisa, the store manager who was on her way out after finishing her shift for the day. She didn't hesitate to stop and help, and happily authorized an exchange on the spot. I was out the door within fifteen minutes with a new pair of Newtons on my feet! Thanks for such friendly and accommodating service. I'll definitely be back!

My boyfriend and I went in there to get him a much needed pair of shoes. We were so pleased with the service! Despite going into the store just before closing time, both the employees working, Christopher and AJ, took their time to help us out without my boyfriend or I feeling rushed at all. They made recommendations, brought multiple pairs of shoes out to try on, and gave extremely helpful tips. Best customer service experience I've had in a very long time. I hope both Christopher and AJ get the recognition they deserve for their outstanding customer service (and maybe a little bonus too!) I wish there was a way to get this directly to their managers, but hopefully they'll check this out. I will definitely be returning to this store because of all the reasons other yelpers have said, but primarily for the top notch service.

Thanks so much to Sonya for helping me out with waterproof hiking shoes this weekend. She was patient and informative--and had a very impressive knowledge of not only the Keen brand, but feet in general! Even though the store got crowded, she never forgot about me and kept checking to see if I had what I needed. Ended up purchasing the Presidio Sport shoe, and so far so good--lightweight and good support. Great experience, plus where else can you turn a fun handle crank to review the inventory...? Cool. Will be back to check out the sandals in the spring and hopefully the mother ship in Portland.

I have size 12 feet. The hipsters working here took a look at me and asked if they could help me. Sure, your skinny jeans and 6 inch rolled up pants can clamber up that ladder and get me the ONE pair of size 12s. They fit and are super comfy and don't make my enorme feet look too enorme. Cute even. Paid cash and skedaddled. Didn't want to cool down that warm hipster vibe.

My husband and I purchased some trail and light hiking shoes that were on sale just before New Years. He bought the Targhee Three and I bought the Elsa Two. Billy M helped my husband--I don't have everyone's names--,but the whole team helped us select the right style of shows and get the right sizing. They even advised me un whether to tuck my jeans into the boot, or wear the jeans over the boot. (We were there at a time after Christmas when the store was not busy). What impressed us was the good energy and teamwork that the workers showed--Keen products have always been terrific and the salespeople were terrific to match. We are in our sixties and these shoes work for us as walkers and light hikers. The young staff was polite and helpful and fun to be around. Thanks everyone!

Wells was the sales associate who helped my boyfriend buy the perfect pair of shoes. He was very attentive and knowledgeable about the Keen brand. We had an amazing experience! - cati

My friend and I came in looking for some hiking sandals, and Sonja could not be more accommodating. She was so patient with us, making sure everything was the perfect fit and was exactly what we were looking for. Highly recommend this store for all your hiking needs!

Good selection. Great service (thanks Wells!) Friendly, helpful, etc. Thanks!

Pleasant enough staff. Unfortunately the store seemed to have a very limited inventory of everything. .... tried to buy shoes, pants and shorts. .... never had my sizes.... and I'm pretty average. I guess ordering from the Keen website is the way to go....

We had some free time over summer, so went to places to go shopping. This is by far one of the biggest and coolest Keen store I have ever been in! It had a cool revolving hand crank to see each shoe, nice chairs, and a great staff. It is such an amazing store! (I even think my parents might take some ideas from them for our house lol)

A great store decorated with lots of recycled old industrial parts, including a collection of VW Beatle hoods hanging from the ceiling. Plus an amazing assortment of everything Keen: sandals, shoes, etc. All the styles in all the sizes--very relaxed atmosphere with no pressure. The staff is really friendly and they really know their products. Today was our second visit in a couple of months and we found great stuff that wasn't available in our local mall. The staff is so helpful and the atmosphere is so casual and mechanically interesting. A great experience and a welcome addition to downtown Palo Alto.

I had a problem with a pair of Keen work boots, the fabric lacing islets were ripping. The crew, especially the manager, was instrumental at helping me get the information I needed to file a warranty claim. When the claim was approved, I was able to go in and compare boots and try them on before ordering on-line in the store. New boots arrived and all is well. That is a great staff at that store. I recommend them very highly!

Very helpful workers. The store is very cool but didnt have much in the store. Great location

LISA SHERIDAN!!! WOW BEST SHOE EXPERIENCE EVER! My wife and I came to this Keen store for the first time and was welcomed with a huge genuine smile by Lisa Sheridan....we asked for a size 9 for me she recommended a 9 and a half and she was right! Wow best fitting and most comfortable shoe in my life....my old ones 8 years old still fit, but my wife says it's time for a new pair and she picked up the tab! (Still the same price). Last year we were in the Philippines and her father saw me wearing mine (every day)....and now he has a pair and never takes them off. Even my father has a pair and loves them....they are the best shoe ever! Thank you Keen...Thank you Jocelyn! And Thank you LISA. Forever a Keen Fan! Joseph

I walked into the Keen Garage and was immediately greeted by a friendly staff member. I walked further into the space, to look at the boots, and was greeted by two more staff members. The gentleman who helped me was helpful and informative. I tried on two pairs of boots and informed him that I would need to think about it. He wrote down the names of the boots for me and did not make me feel the least bit pressured. I will return to buy the boots.

It sounds unreal, but these guys at Keen literally saved my life and here's why. I am a teacher and I spend a lot of time on my feet. I have been getting decent shoes but to no avil. I've seen doctors and even podiatrists and all to no avail. Thought I must have diabetes as my feet hurt so bad. Putting them up made them WORSE! OK, fast forward to coming into Keen and seeing some shoes on sale and buying them. Didn't wear for a while as they were a color I don't usually use. Then on a whim I put them on to try and go on a hike with my kids, expecting the worst. Guess what NO PAIN! I kept wearing next day and the day after. NO PAIN. It was life changing. So of course I came in and got a second pair, this one in black and have been wearing them daily. NO PAIN, NO DISCOMFORT. So now, of course, Im ordering every available shoe in the type that fits my feet so perfect and thanking whoever there is to thank that KEEN exists.

Stopped by the KEEN Garage this past weekend and was thoroughly impressed. It's a great store - love how creatively they use recycled items throughout the decor. Fits right in to downtown Palo Alto. Have always been a fan of their shoes - and now see they're selling pants! Staff was extremely helpful too. Will definitely be back.

fantastic service, and nice store. they didn't have the particular shoe I need, however they had something pretty close so I was able to understand the size and fit. the person said the store could order it for me, or I could get it online; either way. really great that they have a store in our area.

The Keen store is aesthetically nice to go in. What I've noticed is they have very little inventory. I've been a Keen fan for years, and they may have one color of a shoe that may have 6 colors of same shoes on Keen website. I think, new big space in hot place, why not beef it up with lots of choices. It seems staff is new to Keen brand as well