This morning my husband, young son, and I stopped into the Bottega Veneta boutique in Maui fully intending to make significant purchases. My husband was prepared to buy a briefcase, and I was ready to purchase a handbag and a pair of shoes.
There was only one other couple in the store, and a single sales associate assisting them. We completely understand when staff are busy; what we don't understand is being entirely ignored.
We walked past the counter where the associate was standing. Not a greeting. Not a "we'll be right with you." Not even eye contact. We browsed the entire store from front to back, taking our time, clearly looking at merchandise with intent, and not once were we acknowledged. No glance. No nod. Nothing.
Luxury retail is not just about product; it's about experience. A simple acknowledgment would have sufficed. Instead, we felt invisible.
We walked out without making the purchases we had planned, and we will not be returning to this location. There are plenty of places to spend money in Maui where customers are treated with basic courtesy.
Disappointing and frankly unacceptable for a brand that positions itself as high-end. read more