I was in this store this morning, in order to exchange a product I was mistakenly charged for when I was there two days ago. That in itself was annoying, but nothing incredibly remarkable - certainly nothing that I would write my first Yelp review over. But when I walked into Aveda today, there were two employees working, both of whom were with other customers. I stood around with my two-year-old daughter, waiting to be acknowledged, and never was. So I went over to the makeup area and rifled through the drawers to help myself to the correct product that I had paid for originally, then continued to stand around, trying to make eye contact with either employee; but nothing. So I went up to the counter, trying to communicate to them that I was looking to check out. Still, nothing.
So I decided to politely and briefly interrupt the employee who was sitting about 5 feet away from me, perched on the edge of a table talking to a dapper-looking man. I only mention the way he looked, because it became obvious to me very quickly that she was far more interested in talking to this guy because of his good looks than she was in dealing with me, an early 30-something with a little girl by my side. So I sad, "Excuse me, I'm sorry to interrupt, but I'm just here to exchange one solid foundation for another since I was given the wrong color the other day - I have the receipt here - I'm just wondering whether I can grab it and go, or whether it has to be processed through your system." And she looked at me, rolled her eyes, and with the most snide expression in her voice told me that yes, it has to go through the system, and that her colleague would ring me up when she was ready to. Then she heaved a sigh as though I was her annoying little brother barging into her bedroom, and got back to talking to this guy.
So I walked over to her colleague, who was blow-drying a woman's hair in the corner, and she told me to just take my product and go.
Horrible experience with Aveda today, stemming from an employee's mistake two days ago, that forced me to drive back there and do an exchange. Ten thumbs down for deplorable customer service. read more