The Row

I first found out about this brand through Alyssa Lenore and Neelam Ahooja, very intrigued by how highly they spoke of it. Since I visit NYC frequently I decided to check out this location and it did not disappoint!! From the moment I arrived I was welcomed by their staff and had the opportunity to see some incredibly beautiful pieces I had heard about/seen online. Not only was I highly impressed by the quality and craftsmanship of the things that they sell, but also with her customer service!! Gianna assisted me during my visit and since then has been the sales representative I work with each time I return. Excellent product knowledge and truly exceptional customer service. I love their staffs enthusiasm about the brand! On my last visit Gianna helped me with my gorgeous new Astra Bowling bag in a deep chocolate brown color!! It’s the most buttery soft cashmere like leather!! I do not think I will ever find another brand that can measure up to The Row and what they bring to the table!! I cannot wait until my next visit in a few weeks!! If you’re a fan of The Row this store is a must!!

I recently purchased the India 10 bag at The Row and had an absolutely wonderful experience. Considering the number of negative reviews about the service, I was pleasantly surprised — the service was truly exceptional. Sales associate Eileen Maier was incredibly friendly and attentive. She brought out several sizes of the bag for me to try, was very thoughtful throughout, always warm and smiling, and never made me feel rushed or followed. The atmosphere in the store was calm and welcoming, and the entire team made a great impression. As a first-time customer who had never visited The Row before, this experience meant a lot to me. I was especially touched when Eileen walked me all the way to the exit — a small but very thoughtful detail. My first introduction to the brand was outstanding. Thank you for such great service — I will definitely be back. The Margaux bag is now on my wishlist 🤍

Summary: The Row is a brand I knew I was interested in, but I almost didn’t go to this store based on the reviews. Great experience, I can’t wait to go back. I was let in by a very nice security guard whose name I unfortunately did not catch. Caesar is the greeter and he immediately put my hesitation about taking the time to head to The Row to rest. He is kind, personable, and made me feel like I was supposed to be there. E was incredibly patient with me as I flip flopped between 3, and then 2, different bags for an extended period of time. The leather is in fact otherworldly. I’m excited to return.

I would like to recognize Twyla for her exceptional customer service. Despite several issues with my Row bag repair and the shipping process, she handled everything professionally. She was so kind and patient while answering all my questions and following up on every detail. She really made the whole experience much smoother! Also the Row's customer care is truly on another level. They really matches the brand's reputation for exceptional quality and elegance!

Amazing experience at this store. Everyone who works there gave me a warm welcome and was incredibly friendly, nothing stiff or formal. I’m a big fan of the brand, and after my visit to the Upper East Side, I fell even more in love with The Row.

I love The Row bags, but this service experience was extremely disappointing. I visited the New York store, explained the issue, and was told I could leave my bag and that it would be repaired and shipped to my home. After returning home to another state, I received no confirmation, no updates, and no emails at all. When I eventually called the store myself, I was told emails had been sent. I asked for them to be resent and checked my inbox and junk folder thoroughly — still nothing. From that point on, all communication happened via text message, which felt very unprofessional. I was then told by text that the repair had been approved and that the bag had been sent to Italy. About a month and a half later, I received the bag — returned in exactly the SAME condition as when I left it. I have no idea what happened during those six weeks. The communication system is broken, and the handling of this repair was completely unprofessional. Beautiful products, but very poor service.

I absolutely LOVE my The Row wardrobe pieces but the shopping at this location leaves a bad taste. No greeting from the Sales associates, the interior is very white and lacks depth. I own MANY pieces of The Row but now I’m questioning-Am I their customer? I was Very excited to visit the store as I purchase everything online to say I’m disappointed is an understatement.

I agreed with all the comments about how rude and racist those staffs were when me and my friend went visit today. Seems like the store was packed with customers and the staffs didn’t get proper training about how to handle this type of scenario. My friend and I were about to went up stairs to check more product, then been told to “get back down” with full attitude, and when we flag this to the other staff, he immediately said there is no attitude and refuse to admit they were rude. We did eventually got what we wanted to try, but the entire interaction was terrible, there is no basic respect and manner in verbal communication. If you are interested in being treated terribly as a customer in a store that is considered as a luxury brand, this store won’t disappoint you.

I wanted to check out if they have the margaux, and bec it was and still is very popular, I knew I wasnt gonna walk away with the bag I wanted. One of the ladies was very helpful, they all were. And I called back a few weeks later and found the perfect margaux 15. I took my time deciding and they made me feel very comfortable and helped me make the right choice. Overall it was a great experience and would gladly return.

Excellent service; beautiful bags and clothes. The team there are very professional and accommodating!