The gym is beautiful and deserves 5 stars. Classes are great! Nice people, poor service.

Poor customer service is so distasteful. I bought an equinox hat for $40 two days ago and this morning noticed the seam is coming undone on the top of the hat. I brought it in to the manager of the store who has seen me shopping and spending $500+ in the shop store since equinox opened a couple weeks ago. He straight up refused to exchange it for a non-defective product because I do not have the receipt with me and sadly do not have it because I didn't imagine them to sell me a defective product. Verifying the date of purchase is as simple as scanning my account barcode as all purchases are made through your gym account.

Recommendation: check your Equinox purchases for defects and laminate and file your receipt. They do not honor their products and keeping a happy customer is not important to them.

I'd love to be contacted and this matter rectified (exchange for a non-defective hat) to edit to 5 stars and keep spending lots of money in the store.