I would give this store 0 starts if I could ,I walked in the Naperville store(Rt 59) with my teen yesterday 6/25/25 my shopping experience was HORRIBLE I am VERY VERY disappointed and upset with my experience at this store. I myself come from a retail background of 17 years (til this day ) and due to my customer service background I now work medical field.I had to make a purchase as my son has a photo shoot sunday we were going to purchase on line but decidedto go in person to look around ,we walk in we were greeted .I struggled walking around the store to find the shirt we wanted to purchase online ,an employee with a pink shirt (DJ) walked past us And did not seem to care to help or acknowledge us one bit ,I myself had to approach 2 Latin employes to assist I was asked for the brand name and the employee eventually took me to where the shirt was. I continued looking around with my teen son for some tshirts it was a struggle as ALL they had on the floor was mainly L/XL sizes ,once more the employee with the pink shirt walked past us (she seemed to be working on something ) ,my son then said he wanted to Look for a cowboy hat we went towards the wall ,and in front of this wall was a table I noticed a male employee with a navy blue shirt and glasses named Sebastian helping a family out (he was steaming a hat which I later asked the manager ) both me and my son walked back and forth multiple times to a mirror so he can try out the hat to see what size would fit ,now I do not know about western sizes nor did I know you could steam a hat ,but working in retail at ulta in Oswego I get ALOT of customers with questions and some that do not now anything about makeup so me not knowing did not justify their service ! I did not want to be rude and approach this employee so I waited and we continued waking back and forth to the mirror by the cowboy boots ,now AT this same time the employee with pink shirt (DJ) was sitting on her buttoms arranging I believe jewelry as it was a glass hutch ,NEVER did she acknowledge us or asked if we needed help seeing us walk back and forth right by her.Same with Sebastian steaming the hat ,didn't say he'll be right with us ,or bothered getting us help or called another employee to Asist since he was busy ,nothing .
Eventually we found a size that fit my son ,our next struggle was finding the hat ,my son is taller then me so he was able to reach to the 3 rack we lasted another couple mins lifting each hat to see the sizes ,again sebastian didn't bother one bit ,I walked to hunt for a cashier as NO ONE was at the cash register ,when I found a cashier I asked if she can check if they had a size 7.5 on the hat ,she walked me and tried to look at the 3 rack I advised her we checked Everywhere by then Sebastian was alone and putting away the steaming supplies the cashier grabbed a ladder and found our 7.5 hat .I thanked her and proceeded to the fitting rooms ,no one is around of course on that store section again ONCE more I have to go hunt for assistance ,as I was walking away I asked my son to check to see if the fitting rooms POSSIBLY were unlocked and they were I was TIRED tired chasing employees around by then .
I waited outside the fitting room when the ONLY employee that acknowledged us and politely asked "do you need help with anything " his name is Hugo ,40-45 MINS later ok ,was I asked if I needed help ! I thanked hugo instantly and expressed my frustration and did ask to speak with a manager ,he apologized for what had happened ,the customer service in this store is HORRIBLE! How does it take 40 mins ,40 mins and seeing a customer walking back and forth and you don't bother to acknowledge them ?
How ?I had $300 worth of what I had in my hand and believe me that store did NOT deserve my money ,it's very upsetting because this was the only day I could go and buy my son his stuff ,if it was not for that I would've DEF walked out and not purchase a thing at this store ! As a customer I make sure I know where I spend my money specially with this economy ! Because of customers I have a retail job , I make sure their experiece is the best ! So they can come back to us I was a customer yesterday and I was not treated fairly and not at all how I treat a customer at our store ! I spoke with Emily the Manager and of course expressed my frustration and shopping. Experience I apologized and assured her I was not being difficult or just trying to be a hard customer ,all my frustration had a validation .
Emily thanked me for my feed back she informed me they will arrange some stuff and offered a 10% discount on the $210 Cowboy hat.
this is when I asked her what the employee was doing to the hat which she later explained was called steaming ,I did request all the employee names and did advise I would be making a review .
I will not return to this store again ,western wear is not cheap (I paid $315.00) there is NO reason for this lack of customer service throughout the whole store,shame ! read more