I want to start by saying, I believe one can have a good experience at this store. This is not to disparage the store itself, but rather to share my experience with the staff. They are very young, so I'm not sure if this is a Gen-Z style of customer service but it was quite jarring.
Out of the gate, I was extremely late for my appointment. It was for 6:00pm and I didn't arrive until 6:30. I live 1 1/2 hours away so, I put the address in my GPS in advance to ensure I would arrive on time. My GPS said 5:30pm! Yaaay! Upon exiting the Highway, my GPS announced I was 10 minutes away and it didn't make sense. I was more in the burbs than the city. I parked to look at my GPS and every aspect of the address appeared correct. I looked a little closer and was shocked to find I was near 2110 N Halsted St. Chicago HEIGHTS. My heart sank, but I called the shop right away to share my predicament! I explained I was treating my friend for her birthday and It was my fault we would be late.
The staff, Piper, explained they had a policy of only a 15-minute grace period. I pleaded for her to extend it an extra 5 minutes since my GPS indicated I would arrive by 6:18pm. She explained it was their policy and I asked if it were possible to explain to the manager and perhaps she could adjust the policy due to the extenuating circumstance. Piper said the manager was in a different timezone and wouldn't appreciate being called. Also, that we would miss out on the fullness of the experience. I said it was okay, we didn't mind. I explained, I'd been driving for 2 hours at that point so just being present in the store and joining where possible, would suffice. Piper said okay, but that we should arrive as soon as possible.
Traffic on Lake Shore Drive held me up longer than expected. My anxiety was through the roof. I knew that My friend and I would get there too late to join any of the activities. We had reservations at nearby Cafe Baba Reeba for 7:30, so since we had nowhere to go, I resigned myself to just touring the Aroma workshop, looking at items for sale, and potentially purchasing something. When I was 5 minutes from the Shop, Piper called and went into script mode about not having enough time to participate due to the lateness. After dealing with almost 3 hours of traffic, I politely explained that I was very stressed and trying to concentrate on the road. I would be there in 5 minutes and asked could we talk further when I arrived.
Upon arriving, I met my friend and we walked into the shop, discussing the ludicrousness of the situation. Seeing the groups working on their perfume, we were mindful about staying on the other side of the room so as not to interrupt them. We waited patiently to speak with someone. No one spoke to us, but eventually, a girl ( who I overheard saying she had been working there for 7 years), stepped away from the group but didn't approach us. We asked if she was able to come closer since we didn't want to have a conversation across the room. She did.
I started to apologize for being late, but she launched into how we could not participate. And that I yelled at Piper and that wasn't acceptable. I calmly said, "I did no such thing and I don't believe Piper said that."
Another young lady with a nose ring stepped in to say she didn't have time for my fake niceness. I responded that I was politely denying the allegation.
She said "Piper has a right to feel she was yelled at."
I said "I have a right to be treated kindly."
Mind you, the entire conversation on my end was conducted in a hushed tone. But she was raising her voice and I was utterly disappointed. My friend needed to use the bathroom, so I told the young women I didn't expect to participate but I would look around for a moment. They said that was fine. My friend approached another staff member for the bathroom and thankfully (she was the kindest of all the staff), she did not refuse her usage of the bathroom.
On my way out the door, I stopped and asked Piper " Did you feel I yelled at you?"
Piper said "no, but I feel you disrespected my time."
I responded "that's unfortunate because you know what happened and you know it wasn't intentional."
Piper proceeded to go into script-mode again and stated that since we were not participating, we must leave the establishment immediately. We were already on our way out, but to act as if she had to put us out like some unruly, vagabonds was the straw that broke the camel's back. The overall treatment from the staff leaves nothing to be desired. read more