Disappointing Customer Service Experience
I went to the store to buy tights and jazz shoes for my daughter. When I walked in, I told the sales associate I was there to purchase both. She showed me the available shoe options. I mentioned I was looking for flesh-toned shoes and wasn't sure the colors they had would work. I then picked out a pair of tights and, after that, went back to the shoes and asked to try some on my daughter.
The associate then asked if I was "just trying on or purchasing." Stunned, I replied, "trying on to see if I want to purchase." She then said there would be a $15 try-on fee for the jazz shoes, which would go toward the purchase if I decided to buy.
I asked for clarification: "So, if I try the shoes on and don't like them, I have to pay $15?" She said she might not be explaining it correctly and called over the manager or owner.
Instead of clarifying the policy like the associate asked her to, the owner repeatedly said she was "confused" about whether I was buying or trying on, referring back to my earlier comment about wanting a flesh tone. I explained that I wanted to try them on my daughter to decide if the available color worked, but she continued to say she was confused, without ever attempting to explain the try-on policy or addressing my question.
At that point, I said, "Never mind, we're in the wrong place," and left with my children. I went there to make a purchase, as i have many times over the years, but the tone and attitude made me feel unwelcome and completely uncomfortable.
We ended up purchasing the shoes and tights online for less money, but I went to this store specifically hoping to support a small business. Unfortunately, this experience made that impossible and I won't be returning.
Lastly, if a try-on fee is the store's policy, it should be communicated clearly and professionally, especially when a customer has already expressed intent to buy. read more
