A bit Pricey but in today's economy- what isn't !…read more
I took my granddaughter shopping for her 13th birthday, and we spent over an hour in the store trying on clothes. During that entire time, not one employee acknowledged us or offered help while we searched for sizes and colors.
At checkout, things got worse. After I paid in cash, the cashier handed me my bills and change all in one hand and said, "We don't have any pennies, is that okay?" She never explained what I was agreeing to. I couldn't tell if I was given more or less than expected because everything was handed to me at once, and she was very vague.
When I asked for clarification, she eventually said they couldn't give me the exact change because "they don't make pennies anymore." That explanation made no sense. Whether or not pennies are still being produced has nothing to do with a current transaction--there are still plenty in circulation.
The issue wasn't the penny--it was the assumption. She didn't ask if I had exact change, didn't ask if I had pennies, and didn't explain upfront that I was being shorted. She just decided it was acceptable.
I remained calm, polite, and spoke in a softer tone than usual because I didn't want to make a scene. But I did explain that it's rude to assume a customer doesn't want their change, no matter how small the amount.
Another employee overheard and asked what was going on. The cashier responded, "She's complaining because I didn't have one penny." That completely misrepresented the situation. The second employee replied, "Well, they don't make them anymore, so what do you want us to do?"--which only made things worse.
I even pointed out that I had pennies on me, reinforcing that this wasn't the customer's problem to solve. If anything, a business should round in favor of the customer--not against them. The cashier argued that giving me more would make her drawer short, which again shows a lack of understanding of basic customer service.
At one point, the second employee disengaged entirely and turned away with a smirk, which was incredibly unprofessional.
Eventually, a third employee (who appeared to be a manager) stepped in and said, "Just give her a nickel"--which is exactly what I suggested from the beginning.
At that point, it wasn't even about the money anymore--it was about how the situation was handled from start to finish.
Also worth noting: if the situation were reversed and I was short a penny, I highly doubt they would have said, "That's fine, they don't make them anymore." I would have been expected to come up with the difference.
We left without taking the nickel, but the experience left a lasting impression.
For the prices they charge ($45 for shorts, $35 for a tank top), I expect far better service and professionalism. I WILL NOT BE RETURNING. Much rather spend my money at Lululemon and get SUPERB service.