Patagonia

I had a great experience here. Knowledgeable staff, s/o to Jesus for taking the time to explain their products in detail. Everyone was welcoming and I didn’t feel intimidated at all. Thanks again and i’m looking forward to visit the store again.

On December 1st, 2025, around noon, the staff member standing at the entrance—a middle-aged Asian man—kept staring at me with an extremely hostile expression from the moment I walked in to browse. It felt as if he saw me as a thief and wanted to kick me out right away. May I ask, is he the owner of the store? Even if he were, this attitude would still be unacceptable. Or does he think I owe him money? His behavior made me feel extremely unwelcome, as if I wasn’t even supposed to be there. Honestly, someone with such an unfriendly attitude should not be working in customer service. He seriously damages the overall image of the store. All the other sales associates were very nice, which made his behavior stand out even more in a negative way. I like this brand, not only shopping in this store, also in the old store was around here. I'm not the first time shopping in patragonia, but this time I was so disappointed.

The staff here are so awesome! Henry was super thoughtful and helped me pick the perfect jacket for my needs, and Emma was very kind and efficient at checkout. 11/10, highly recommend this location!

This review specifically concerns Worn Wear trade ins- namely, I got (probably accidentally) cheated out of my trade in value by an employee. I had three Better Sweater coats (two long, one short) that I traded in here across two visits maybe a year or so ago. The first trade-in was great, the person gave me a gift card with for value of the items - I can't recall what it was, I think $50 for two? I think it was $30 for one long, and $20 for the short one. The second time I went I handed over my item (another long sweater coat) and the person didn't seem to know what they were doing. First they were telling me that the item I was trading in was a much lower value item and said they're credit me $20, I tried to explain what the item was and tell them that last time I traded in the same item in another color and was given a higher value, but they wouldn't budge-- whatever, I didn't keep pushing, happy to recoup some value and see the item live on. I gave them the gift card I've been accumulating my Worn Wear value on, figuring I'd add to it and use it at some point. I very stupidly never checked the value on the card... until now and it's $20 bucks, it should be $70 if I recall. So I gave patagonia three really nice expensive sweater coats to resell for MUCH more than even $70, and I got $20. I can only guess the second person-- not knowing what they were doing-- overwrote the original value with the second trade in value instead of ADDING it. But the result is the same. At that value I'd have just donated it so that someone could have it for free. The trade-in values are already bad (that was like at least $400 in sweaters, probably more) but this is ridiculous.

I have never been to this Patagonia location, like I am more of an online shopper. Walking in, I did like the layout of the store and the people were very friendly. Especially, one young kid name Heysus. He was very knowledgeable of the stores products. I came on a mission to find a nice winter jacket. I was very picky/particular of what I wanted to try on, he was very patient with me and explained the difference of each jacket, and what might be more suitable for my needs this winter. I will be returning to this location :)

From Patagonia’s website: “We hope you love your Patagonia gear. If not, don't worry—we accept returns and offer free exchanges.” Well, it seems some Patagonia employees don’t know—or don’t care—to honor that policy easily. My experience at the Patagonia SoHo Flagship Store on 11/06/25 between 4:20 PM and 4:50 PM was disappointing and uncomfortable. As I entered, an employee leaning against a table at the front, looking at his cellphone, chose to look away from me—but promptly greeted the younger customer who walked in right behind me. Maybe an “okay boomer” moment? Who knows. But first impressions matter, and that one wasn’t good. I brought in an R2 Jacket I purchased last January because I wasn’t happy with its performance. I approached a young employee who was folding clothes and asked if he was busy. He said “no,” so I explained my issue. His immediate response was, “If there’s no technical issue, what do you want me to do.” Surprised, I replied, “Well, I’m not happy with the jacket.” He then called over what I assume was the manager. Instead of offering a simple exchange or credit, the manager questioned whether my issue was about sizing or a technical flaw. The conversation quickly turned argumentative—he even said, “I’m not going to argue with you,” though he already was. After about 10 uncomfortable minutes, he finally asked, “What do you want to do—get another jacket or walk out with store credit?” In the past, I’ve had excellent experiences at the Patagonia SoHo store either the one on Wooster St. or the one on Greene St. including the one on Bowery and 1rst Street, where employees immediately showed me multiple alternative options—cheerfully—and if nothing fit, offered store credit without hesitation. The manager here could have easily told the younger employee to do the same from the start. Instead, I was left with the impression that this is one Patagonia store where employees do not feel the need to facilitate exchanges nor make the experience a pleasant one. Patagonia management: Please train your SoHo staff on both your exchange policy and basic customer respect. After 30 years as a loyal Patagonia customer, this experience did not reflect the company’s values.

Nice quality cloth store. This brand is one of my best friend bf favorites. Even he didn't go on a snow trip that much, but he is in love with the brand. My friend wanted to surprise him, so she took me to this store and secretly buy him sets of cloth. As I was there, I also bought some sweater too. Nice to know the brand.

Devon who is the store manager is extremely unhelpful, rude , and just doesn’t care about customers. He was dismissive when I went in to return an item I had got online but had sizing issue. It was brand new but he just embody the Patagonia customer service spirit I’ve been used to online. Reading a lot of other complaints for this store too. I’d urge Patagonia to action otherwise they’re going to lose a 5yr loyal customer.

Amazing customer service! Exchanged something no questions asked. Nice to have someone stand behind their products.

I find reasons to stop in when in the soho area. On my last visit I got to try out the repair center downstairs. The staff member on-site was so patient and helpful. I had two items to repair, one was done in 5 minutes. The second I would get back in 6 weeks but I appreciated all the options being explained to me, and we were able to strategize on how to mend the item without affecting usability. The store was busy, but I enjoyed the quiet of the lower level and got to look through some repair fixings. Shout out to C who was working when I visited.

Nice quality cloth store. This brand is one of my best friend bf favorites. Even he didn't go on a snow trip that much, but he is in love with the brand. My friend wanted to surprise him, so she took me to this store and secretly buy him sets of cloth. As I was there, I also bought some sweater too. Nice to know the brand.

Currently not too happy with this Patagonia store. Been here a number of times for clothes and always been satisfied. This last time we went the employees wouldn't let us use the bathroom despite always being able to previously. A shame since we were planning to buy a few items during their sale but it left a bad taste in our mouthes.

Bad customer service, they basically couldn't help me with my return. I would never go here again.

Ultra friendly sale associates who were helpful and knowledgeable in their brand. Two sale associates came up to me and asked if I needed any help. Both went into details about their products and how to take care of them. The store itself is very clean and definitely gives the outdoorsy vibe. I used to think their products are pricey and that had prevented me from buying everything that I wanted to get from them. However, after speaking to one of their sale associates, I understand their company policy on standing behind on their products. Their generous warranty sold me. I don't mind paying extra for their products now.

very big and good selection. the best part was that the employees were not too in my face and pressuring me to buy things, they are rather around and ready to answer questions. very friendly service as well. overall great store

Wow, what a warranty - they replaced the jacket on site even though the small tear was probably my fault. I'll buy from them going forward.

I love Patagonia and its focus on creating environmentally friendly products. Not only are the products eco-friendly and functional but also use cute patterns and design, so it's a blessing to just look around. Anyhow, I was at Patagonia two nights ago for the film viewing of Biggest Little Farm. Although there were technical issues, the staff handled it nicely (also I assume other spectators were pretty nice people and we all didn't mind the accident at all). The documentary was very educational, and I was able to discover ways to support local consumption by talking to the representatives at The Battery Conservancy, who were stationed at the event. I see that there are more events coming up this August, and I am excited to go visit again!

Great customer service and abundant products available! I came in for a new Nano jacket but end up with an alp vest for $199. This location also has excellent staff that provides excellent customer service! The one closer to me in Georgetown DC pales in comparison! That's why I come here each time I visit my NYorker sister!

I do not write many reviews and I have been meaning to do this for awhile. Now is as good of time as any: Strange times we live in but Patagonia has done an amazing job creating a safe environment to shop during COVID-19. I appreciate Patagonia's mission, and I find their clothes to be a very good value. It is good to know that they have hassle free returns. I am a very difficult fit, and I am very particular about the things that touch me, clothes included. In general, I hate shopping in stores, but Patagonia is an exception... Despite being autistic, I always feel comfortable in this store and I have never been made to feel unwelcome. Sometimes I just sit down on the couch and read a book. If I get overwhelmed when it is busy, the staff go out of their way to let me regroup with dignity. All the people that work there are very kind, knowledgeable, eager to help and they know me pretty well so they seamlessly adapt to my peccadilloes. I especially enjoy talking with Chris. They do not work on commission, and they go out of their way to find you what will work for you. I live in this concrete jungle, but I love getting away and Patagonia usually has just what I need for my next adventure. The Nano Air is my favorite jacket ever, and I wear it at some point each day about three hundred days of the year. I have had some misses, so I bring it back and share my feedback and move on. I like that they can repair old stuff but the wait can be 6-8 weeks at the change of seasons. Patagonia has done a great job of creating a community, and their values often align closely with mine. The fact that they have continued to stand by their employees during COVID-19 is quite nice. I can go on and on (and on), but I do not think my words can express how appreciative I am that Patagonia exists. Thank you!

It's hard to rate this. If you want patagonia stuff in person, it's second to none. Not usually my jam because I'd prefer to wait for stuff to go on sale online. It seems sort of ridiculous that there are only a few Patagonia stores in nyc and two of them are like ten minutes' walk apart, but I guess that tells you a lot about their demographic. The staff was fine when I came in for a return, but it took a really long time for two items, and I hope the guy was new. It's clean and well kept, so no reason not to give it plenty of stars.

Fact: Patagonia products are top quality and come with a lifetime warranty. Plus, it's one of the most environmentally and socially responsible companies out there. I generally prefer to shop online, but Patagonia SoHo is an exception. This location carries a very large selection of both men's and women's clothing, plus they have a kids section as well. The store is very well kept and things are easy to find. Every store associate that I've encountered has been super friendly and helpful. Overall, I've had great shopping experiences here.

Kevin and Jackie were fantastic. I'm traveling to the Scottish Highlands next week and they got me the perfect Nano to replace my old one. Wonderful store excellent service.

The staff here are very nice and knowledgeable about the their products. I had to exchange my Xmas gift for a larger backpack. I've never shopped Patagonia but after learning about the company's mission and product gargentee I would have no problem purchasing more items from them. The upstairs has a repair shop. So, I think they can help fix your items in house. The price is a lot higher and i'm used to under armour prices. Patagonia is even pricier but I the value and service here is better.

Really nice customer service and super helpful. They have a large selection of items and you can tell the employees are passionate about the product. Will definitely be back if I have questions :)

The SoHo Patagonia store had recent water damage. I was there today for a return. They set up tables, took orders, processed purchases and returns, had a mirror set up to dry things on, and offered drinks and smiles in the process. Seriously, the best customer service of any store ever. In a world of endless lines, waiting and customer service frustration, Patagonia makes enjoying their products hassle free (even in times of hassle). HUGE shout out to the store staff!

Great service. Nice assortment of styles easy online orders and easy returns. Beautiful store

Best Product Customer Service ever! I had a 6+year old Patagonia ski jacket, that I loved, of which one of the the pockets all of a sudden had come loose completely. I was about to go and look for a new jacket when my husband suggested to check with the Patagonia store and see if they could repair it. They could repair it (for free), but thought the jacket would not be fully waterproof anymore after that, and they offered to fully replace my jacket as it had a lifelong guarantee.... I didn't even know that existed, this is so exceptional in today's world! Additionally, I walked in one minute before they closed, and offered to come back another time, as they were about to close, but they were completely ok to deal with my request and let me pick a new jacket. Truly exceptional, I was already a Patagonia fan - but now even more so!

Now this is Customer Service! As a Patagonia user for several years, I have nothing but good things to say about their customer service. It's second to none. This store is a perfect example of that. I must say I cheated on the brand by visiting a certain Canadian jacket manufacturer and had a horrible experience trying to exchange something for size there. I did the exact same type of exchange at this store with zero issues. If you're going to buy a jacket, buy a product. At least you know that they stand behind their product and they're not trying to rip you off because their brand picked up among the rich and famous. Stay awesome guys, even down to how you greet people makes them feel at home.

This is a review for a film event I went to at the store, though I've been to the store to shop a few times as well! I went to a screening of the documentary "Unbroken Ground" here that was packed. This was my first time going to an event at the store, but apparently they have them once a month or so upstairs. The event was really well organized and a ton of people showed up. Though there was ample seating, by the time they started the film it was standing room only. They had plenty of beer and some small bites from Patagonia Provisions for everyone to try. The employees that were staffing the event were great. Overall, I was impressed with how smoothly the event ran and am going to keep an eye out for future events.

Evelyn was so helpful this morning. I had to do an exchange for my jacket and The parking in the area is horrendous. Which was my fault for not taking the train but she made my exchange efficient and also on point. It was just a 5 min exchange wait and she just said wait for me outside and I will bring it to you so it will be easier. She came out with everything I asked for and I was so satisfied with her thoughtfulness and thinking ahead. Store is also great staff were very attentive. I just want to commend her service !! A++++

We had a great experience! There was so many items on sale and the staff answered all of my MIL questions. Rebeca ran back and forward to provide us with great service and to ensure we received all items we wanted!

Working with Chris for my warranty exchange was the best customer service experience I have ever had, hands down. He was so kind, incredibly helpful, and willing to work with me for as long as I needed to make the right decision about a new coat. His knowledge of Patagonia's inventory was vast and deep, and he could not have made the experience more pleasant. THANK YOU CHRIS! You set the bar so high for customer service! I'd also like to add that everyone else who I encountered in the store was helpful, attentive, and kind. Chris just stood out as a shining star!

The employees on the sales floor weren't helpful when i was trying on/buying a jacket. When i tried to exchange my jacket for a smaller size 4 days later, i was harangued by an employee working the register. The jackets are great though.

The staff are nice, and only help if you need, but nothing really special about the selection that really stuck out to me at least.

Amazing customer service. Brought in jacket to have zipper fixed.. they are doing so and other small repairs at no cost. Very helpful, friendly associates. Great store!

Nice staff but nothing really special about the selection. Two floors with limited items spread out. You probably can get a better selection elsewhere so don't make this a destination.

Relatively close to another Patagonia store, but larger. 2 floors of merchandise and very friendly and helpful staff, without being intrusive. Store layout was nice and clean. I like not having to search all corners of the store only to find the same items. At checkout I was asked if I needed a bag, which I thought was a thoughtful way to try and save resources.

Oh Soho..how I love you. But having Patagonia there was a blessing. All I can say is that I walked out hella happy with my new jacket. The staff weren't being anti social, they were happy to help you and answer your questions. A big thank you to the girl who was from Europe and the rest of the staff!! #PatagoniaSoHo

I arrived at the SoHo store with what I was hoping would be a simple exchange. I received the most welcomed greeting by Anna and I believe Chris. They were super helpful. Long story short, they had to get the jacket from the Meatpacking store, had it couriered to them, and because I needed the jacket this weekend, the manager ACTUALLY BROUGHT IT TO MY HOUSE during the snowstorm! I mean it's the craziest, most amazing customer service I've ever received. Thank you to the SoHo team for being so great.

Went to a snow board chick back country film release. Excellent store layout, everything is in its place to a tee. bright lights, clean appearance- exactly how a store should look! and even better, friendly store people! bought a hat (30% off), happy and will attend future events at this spot for sure. thanks Patagucch, it was a lovely experience!

Visited this patagonia location with my husband and we encountered helpful staff members as we perused the inventory on all 3 floors. I would have to give the biggest shout out to the guy on the top floor in the repair department. He took extra time to explain the repair procedure for patagonia products and also provided information that we would not have thought to ask. We usually purchase patagonia products online, but we will definitely return to SoHo so that we can check out more patagonia products in person, too!

The boutique itself was really nice, but mostly we want to give a huge shout out to Luke! He was extremely knowledgeable, helpful, and wonderful to talk to. Definitely recommend Patagonia- SoHo to anyone looking for quality apparel, gear, and great service.

I am really impressed by manager in repairs at Patagonia, Soho. My husband tried to have some shorts repaired and long story short, the repaired shorts were sent to the wrong address and went missing. It kind of turned into a fiasco and a month or so later my husband returned and was somewhat disheartened. The man who handled the repairs was so kind and patient and actually gave him a new pair of shorts in lieu of the missing shorts. This was very generous and above the call of duty but we were so impressed that we will remain loyal customers. Thank you!

Outstanding customer service. Accidentally left my shopping bag from another store in their store. Already uptown when I realized my mistake. Called and nice associate (I think Aaron) got my address and shipped it home for me. Thank You!

If you're looking for outdoorsy sports wear, Marmot has far better quality in terms of materials, stitching and general workmanship than Patagonia or Mountain Hardwear. Both of the latter have declined considerably in quality. Plus Marmot has much better styling than say the garish, '80s styling of Patagonia, which could be a costumer for Seinfeld.

awesome experience! Called in and asked for an item (during prime Christmas time shopping nonetheless) the employee went back checked on it. I needed it couriered over the same day (if ordered before 2PM and in NYC will get there), without questions or hesitation they rung it through, got my address and the merchandise was at my office by 4PM. LOVE good customer service!

The staff here are simply fantastic. They're cheerful, friendly, knowledgeable, and super helpful. If something is not in stock, they will call across the country to try and track it down. Shout out to Fred for being extra helpful.

Fantastic experience! The sales persons were patient, showed me everything I asked for immediately, went online looking for my size - all this with a great smile during Christmas craze. Awesome! Thank you!!!!

Great new store in fabulous location. Nice selection and great customer service.