Nili Lotan

Seems a consistent theme of terrible service. I purchased the Gaia Silk shirt which is nearly a $600 blouse. I wore it once and a small amount of normal deodorant got in the shirt and now cannot be removed despite two rounds at the dry cleaner. I contacted customer service and they told me it was likely because of “the type of deodorant”. Not sure what that is supposed to mean since it is literally just regular Secret women’s deodorant. For such a pricey top 1) it should be able to handle a little deodorant and 2) the customer service shouldn’t be so rude and dismissive. No longer shopping with this brand as many others at this price point treat customers with respect and encourage brand loyalty unlike the service here.

Love it here; the space is super comfortable to shop in; the service is always great. Isabella has been amazing to refresh my wardrobe with me this year with many Nili classics and my favorite shon pants

amazing customer service. had a minor issue with a coat i purchased (a button was broken) and they immediately swapped it out for a new one and made sure i had extra buttons for the new one. they were so kind about it and definitely made me a customer for life with this experience.

I don’t ever write reviews, but I felt that they earned one today. I had a lovely experience shopping here. I wasn’t familiar with the brand before but after trying on many stylish pieces and having myself a “little” shopping spree, I’m now a Nili Lotan fan! Dayton went above and beyond for me and was so kind and generous with her knowledge. Thank you, and I’m looking forward to coming back for another “little” spree in the near future.

Under normal circumstances I would not comment….. however after tagging along with a friend due largely our Romanian heritage we decided to visit, first of all there was a sales woman her name begins with M Melly or something what a horrible attitude and demeanor she has fortunately we were saved by a very sophisticated helpful manager named Nancy what a gem she is helpful, immensely knowledgeable about the brand and did the work of 3 people rushing about while a couple of staff members looked on in what I can only describe as hostile glances makes me wonder why people like that have jobs however Nancy salvaged everything god bless her the only reason I would ever step foot in that store again is because of her and yes the jeans! Keep up the good work Nancy and management find better sales representatives Also beautiful clothing!

I warn against online orders. I bought a leather jacket not realizing that it runs not one but two sizes too small. They themselves acknowledged that fact. I tried to exchange it for XL, and since they didn’t have it I was only offered store credit. Had I purchased the same item from Saks, Matches, Mr Porter, or any other store that carries the brand, I would have received the same discount and not ran the risk of not being able to return it. It’s just a bad practice penalizing people who want to buy directly from the brand, and certainly not a way to earn loyalty.

II will not shop there again. We to the Tribeca store for the first time to return pants that I purchased online and hoped to find something I liked better. Staff was unhelpful and in the end - I still had to make the return by mail. Lastly - the styles just aren't good anymore. The pants have some weird thing going on at the knee. Look like farmer pants! :)

GIVE!!!! CREDIT!!!!! Romanian women and girls have been working on traditional costumes (in this case, blouses) for centuries, and you have the audacity to sell them in your store without shame and at least giving credit? and instead of correcting your (big) mistake you delete all of the photos of the blouse from instagram? shame on you!

I returned an item purchased for $519.16 UPS lost the package and they charged my credit cad and don't want to take responsibility for this. Shame on them. I will never buy from them again. Please be aware of the poor customer service they have.

I love this line, but I hate that this store carries mostly black or navy sweaters. Bring in the patterns, colors, whites/ creams that I love from this line. In all of the times I've stopped into this store in the last year, only once did I find a light colored sweater. All customer service had to say in response to my request of lighter colored sweaters, "online is the best option for that." I think we all understand that, hence the mass exodus of brick and mortars, and well, retail jobs. Good line, but limited inventory at this location, and lifeless staff.

Worst customer service on the planet. Nili Lotan does not stand behind her merchandise even after her store representatives agree the sizing of their pants are 'tricky'. Asked for a mere store credit for an ill-fitting $320 pant and was refused. How does one gain the trust of a designer.. certainly not by refusing satisfaction with a defective sizing issue.

INTERENATIONAL CUSTOMERS BE AWARE! DECIEVING RETURN POLICY DESCRIPTION. The website doesn't disclose that import duty taxes will not be refunded. They refunded the merchandise purchase price minus shipping cost, but just informed me that I should contact "local tax authority" and ask for duty charges refund. If it was disclosed in advance, I would never order from them, why bother, there is a plenty good quality merchandise without a hassle to chase your own money. So, I was ripped off for $170 CAD for duties plus shipping cost, close to $200. Response from customer service in essence is "thank you for pointing out our omission, it will help us to improve our customer service". What a joke! Never ordering anything from Nili Lotan.

Completely racist. I entered the store to purchase a black skirt this Sunday. I knew exactly what I wanted so this was a very easy sell. Upon entering the store the sales person sitting at the front desk with black hair and a leopard skirt was already rude. No one greeted me and when I voiced a concern regarding the online telephone number I could tell the sales rep took it personal. Which is sales 101. There was no need for her to be rude to me. I expressed frustration from having to walk all the way to the store after calling three times and getting no answer. She didn't offer an apology or offered to help me in anyway. I was offered literally no assistance and had to keep asking for new sizes. The store did have the skirt that I walked all the way there for. However, after the experience I decided to purchase it from Barney's right there on the spot. As I left the store I made sure this same woman understand that I did purchase the skirt but opted not to purchase it with her given the entire experience. I did not see them treat anyone else in the store this way. I even Heard both sales associates offering help to people as they walked in. And no one else in the store LOOKED like me. She offered no apology and brushed me off literally by motioning her hand. Management needs to be aware that the store is not losing sales because of merchandise but because of discriminatory acts such as this. I am appalled and will never come back. I will also make sure that every friend and family of mine knows never to shop here again.

Even though I never sign up for emails I receive them nearly daily from Nili Lotan, after ordering a few items on-line this year. One of the items I bought was a pair of slate blue cropped military trousers. The blue color faded to grey within a few cold water washes, but I liked the fit and the actual color so I decided to order a second pair along with a slate blue tee and two other items in response to an email announcing that the items were on sale. After my order was confirmed the trousers were cancelled, and then the tee shirt was cancelled, even though customer service had responded to my inquiry and indicated the tee would be processed by the warehouse within a few days. I really have to question what's going on when orders for sale items are confirmed and then cancelled. If you don't have the items you are advertising as available at reduced prices how can you offer them for sale????

Ordered pants online, they sent the wrong color and unapologetically told me I would have to do the legwork to mail them back for a refund. I asked if they would consider scheduling a Fedex or UPS pickup at my home, since it was an error on their part, but they refused. Additionally, the color I originally ordered was out of stock. Their customer service is HORRIBLE and the quality of their clothing isn't worth the high price tag. My first order with them will be my last.

Very poor customer service... especially for a company that sells $1,500 sweaters. Regret my purchase. Will never shop here again.

No communication and did not fulfill order. Offered face masks for sale, during the pandemic, with part of the proceeds going to NYU Langone. Amazing! ordered two, and eagerly awaited their arrival. Most other websites have a waitlist for masks so I was delighted to be able to order some to help keep me and my community safe. Over two weeks later they cancelled my order at 9pm with no additional communication or apology. Generic email just said "we did not have enough stock to fulfill your order." I had been counting on these masks and I'm so disappointed that they made promises they couldn't keep and didn't even bother with a more personalized apology.

I ordered a jacket on December 21st for a NYE event that I was scheduled to attend. It's December 30th and the tracking hasn't been updated since Dec 24th and my request to Nili Lotan customer service has gone unanswered. This is the third time ordering from this designer. The two previous times I experienced slower than competitors shipping [7 days], but this time is unacceptable. This two weeks and my item will not arrive in time. Do not buy from this designer directly. Please look at other online or local retail options.

if i could leave a zero rating i would. I bought a pair of military elastic cuff pants and within a year the elastic wore out. the company refused to do anything about it. shame on them. stay away. horrible company and inferior materials

I own a lot of Nili Lotan clothing and really love the brand. That said, I will never shop in the store again. The 2 staff members there are the most inattentive sales people I have ever dealt with. Small store with all inventory downstairs. When I asked for my size in some things, one acted like she was doing me a favor and the other rolled her eyes. I was asked if I wanted clothes I tried but wasn't taking to be removed from the dressing room, I said in a minute as I was in the middle of getting dressed and the response was a very nasty "well you have a lot of stuff in there." (I had 3 pants, 2 dresses and a sweater. Not so much. No need for the comment for sure). Advice to Nili, your clothes are expensive, service and helpfulness should be a given! You are not TJ Max. HIRE A BETTER STAFF!!. I will not shop with you again!

I would give five stars for the style; nothing really matches the ease and sophistication. But only two stars for quality and service. I've been a long-time customer. After a shopping hiatus, my break-fast trip was to straight to Nili. I bought several sweaters/tops and a pair of leather pants. Well, then the trouble started. The first time I wore the pants, they ripped - as I got into a cab a rip started in the crotch seam and then veered off into the seat of the pant, tearing the leather like it was paper (an 8-inch tear). Melanie was very helpful in offering a return. She said I could exchange them but if they ripped again, that would be it. I could not risk $1200 for a pair of pants that seemed to be made for only standing at cocktail parties. We're New Yorkers and we get in taxis a lot. How could I exchange them with such a weak endorsement of the product -- "if they rip again". Heck, they shouldn't have ripped in the first place! I used some of my refund to buy a sweater I'd tried on during my original shopping trip. It was an off-the-shoulder v-neck with dolman sleeves. Unfortunately, the bottoms of sleeves were so stretched out, I couldn't keep the sweater on my shoulders and couldn't keep the sleeves hiked up to help hold it up; the sleeves just slid over my hands and the sweater fell off my shoulders). I am not sure if it was worn and returned or stretched out from being tried on too many times, but the sweater was not fresh. I tried to exchange it for a new one or a smaller size. Well, Melanie stopped being helpful at this point. She argued with me but took the sweater and said she'd speak to HQ. I didn't hear back, so I called and I stopped in. The lovely ladies in the shop made a few calls and told me someone would call me back. Of course, they never did. So, I just went back to get my stretched-out sweater and Melanie was there. I told her I'd never buy another piece of Nili Lotan again. She just shrugged her shoulders and walked away. She could not have cared less. I've spent a lot of money there over the years. I've never felt so undervalued as a customer. If they are not willing to stand by their product, then I'm not willing to spend my money there. But, more than that, her attitude toward me was as if I was doing THEM a favor by shopping there. There are so many designers who make clothes that are just as beautiful, but who stand behind product quality and treat their customers as if they matter. NEVER AGAIN, Nili Lotan. Never again. Bad quality, bad service and arrogant employees.

Really helpful staff... like, beyond helpful into magical. They helped me track down a garment from another store location and had it fedexed to me the next day. This may seem crazy but I'm a costume designer and needed that product and they made the whole process so easy. Also, the clothes are great!

Great design for comfortable street wear- I swear by Nili's pants! the space is nice and has natural light so that colors and shapes are good to see , staff is very quick to bring up any requests for sizes.

There is a reason why Nili Lotan has such a cult following: her clothing is approachable & wearable yet also very chic & sophisticated through it's fantastic quality & tailoring. The space is bright, clean & allows the merchandise to really shine. I had an excellent experience with the sales staff who were eager to help, but not at all pushy.