HYPE DC Cuba Mall

My girlfriend ordered me a pair of Reebok Pump Omni (Size 11) online. I was sent a size 3 pair of Veja woman's shoes instead. I spoke with a live chat rep who offered a free return but no pick up. I have to print out the lables at my expense. I won't be given the shoes I was gifted but only a refund. I think it is quite unfair that they are making me jump through all these hoops for their stuff up. I was sent possibly a little girl's back to school shoes with her name on the bill (a breach of privacy) and mine has been sent to God knows who (another breach of privacy). Now I have to wait for another 5-14 business days for my refund, and I have to make a trip to the Post Office to send back the wrong pair of shoes and then reorder the shoes again which I am not gonna do from Hype. I will rather pay 20 bucks extra on Culture Kings. Absolute corporate jokes!.

Really appreciated the help and overall customer service experience brought by who i believe was Danika. She went above and beyond in helping me and really had the vibes going. Truly grateful for her services, definitely gonna come back!!

Previously have always experienced amazing customer service at the Hype Cuba Mall store, hence why we went to buy another pair of shoes from them over other stores. However, am incredibly shocked and disappointed in the customer service we experienced today.There was no ‘hello’ or ‘how can I help you’ upon first arriving in the store. We proceeded to pick up two pairs of shoes to try on. The two store assistants were too engrossed in their own conversations and gossip to see us standing there waiting for a good ten minutes to be served. One employee announced they needed a five minute break out the back and proceeded to walk right past us with eyes purposely averted to the ground. The other girl eventually looked in our direction to which we responded “can you help us please?”. After asking for our sizes, one pair of shoes she bought back in the appropriate size but just put the box down beside me without saying anything and walked away. Didn’t take them out of the box and when I did, all of the buckles on the shoes were still undone. The other pair of shoes didn’t have the desired size in stock. The employee didn’t even consider to provide the a different style or colour to try on for the correct size. We weren’t checked up on and were not approached again to ask if the shoes were ok or to check if they fitted correctly.The shoes I tried on did fit correctly. But with service like that there was no way I was going to give these girls $210 of my money. Placed the box of shoes on the front counter, again with no response from the store employee apart from a filthy look.Went to a different shoe store further down the road and ended up paying more for the shoes. However, for amazing service and experiencing how customers should be treated I was more than willing to pay the extra.This is a real shame from a store that normally has such amazing customer service and really friendly staff.

Great shop. Staff go out of their way to help with the right fit, different styles and are just awesome. Can't recommend them enough!

As someone who usually hates shoe shopping, I had an awesome and painless experience here. The staff were informative and really listened to what I wanted, Georgia especially made me feel very comfortable in the store. Great friendly people who helped me find the right pair of shoes.

Ordered 2 pairs of shoes but got only one which is totally different from my order. Talk to a live chat and they said they mislabelled the order and now I need to wait for the label so I can return the item! I need to print the label and go to the postshop to send it! When it’s their fault! And worst, I need to wait for them to receive the item before I get my refund! What a hassle! Technically, you want me to wait for a month??? What’s the use of online ordering when you ask your customer for a trip to a postshop! What’s the difference? This is ridiculous! It looks like they are making it as a habit! What a joke!

Asked to try on a pair of shoes, assistant went out the back and brought box to me and put it beside me and walked away saying if there was anything I needed to let her know. Didn't even take them out of the box or offer to lace them. Reading other reviews sounds like I really lucked out on great service. So disappointed I walked out and bought them from another store in Wellington where I got exceptional service.

Fantastic customer service. Online delivery took a bit longer than expected, but the staff in store were so helpful both time I was in there. Would highly recommend the in-store experience.

They have sent me a wrong pair of shoes, asked me to print the label and send it back. At first, they said I will get a refund only after they receive the item back. And then, the next day, they said I will get my refund when the item is in transit. When I told them I already send it, they said I will get my refund AGAIN when they receive the item! I have sent it on 14th, on 19th, item is already ready for collection but until now I haven’t got any update regarding my refund! I messaged them on fb, emailed them multiple times but no response! Marc on fb keeps on putting me on seen! Ethan on email never respond! What a horrific experience! I should have listen to the reviews regarding online order on this shop! It’s really frustrating communicating with them! They treat you like a fool when they can’t even keep their words! They really want me to go through a lot when from the very beginning if they did their job properly and didn’t mislabelled my order this won’t happen! IT’S THEIR FAULT but looks like I am at fault here for having the wrong item! Absolutely ridiculous!