Don't go!!!!
Especially if you are a POC with kids…read more
They treat their costumers like shit!
And they think it's ok to do so!
When I tried to find the responsible people to share my experience they simply blamed me and banned me from the store!
My experience:
I visited the Santa Rosa location with my five-year-old son.
At one point, my son accidentally knocked over a box of Easter eggs. I asked him to pick them up and gave him a moment to do so, intending to help him finish cleaning up afterward. While he was doing that, I continued looking at products in the store.
A store employee approached me. I do not know her name, but I am sure she can be identified based on her shift. She appeared to be in her early twenties, with straight black hair and a very slim build.
She immediately began telling me that I needed to control my son and that anything he opened would have to be paid for. I told her that was completely fine and that I would pay for anything that was damaged.
However, she continued speaking to me in a hostile and confrontational manner. She made comments suggesting that I was not a good mother, that I could not control my child, and that I had not read the store's rules.
I calmly explained that I had already acknowledged responsibility for any damage and that I was handling the situation. Despite this, she continued speaking to me aggressively and disrespectfully.
When I told her that I did not appreciate the way she was speaking to me, she replied that she did not appreciate the way I was speaking to her. However, she was the one who initiated the interaction in an aggressive tone.
At that point, I decided to put down the items I had intended to purchase and leave the store. Instead of de-escalating the situation, she began telling me to leave the premises.
To make matters worse, another employee approached and began yelling at me in Spanish, apparently assuming that I could not understand English. I found this both offensive and inappropriate, especially since I am not Hispanic.
I felt humiliated and mistreated throughout this entire interaction. Afterward, I attempted to contact the store through WhatsApp and Messenger to discuss the incident, but I was blocked.
I find this level of customer service completely unacceptable. This employee clearly lacks the professionalism and customer service skills required to work with the public, or she has not received adequate training.
My son was deeply upset by the way we were treated that day, which made the experience even more disappointing.
I have always recommended your Lakeport store to friends and acquaintances, and many of them became customers as a result. This was my first visit to the Santa Rosa location, and unfortunately, it will be my last.
I am requesting a response from a manager, owner, or another responsible representative of the company, as well as a formal apology regarding the way my son and I were treated.
I look forward to hearing from you.
Sincerely,
Joana
Ps. after response:
Well I don't consider it closed
And I hope you have proof of what you are saying because that's a lie!
I never called her the B. Word (do you have proof of me saying that?)
I would love to get a copy of your footage to show my lawyer!
And I only told her to shut up and used profanity after she called me a bad mom repeatedly!
I'm glad to be banned from your store if that's how you guys think costume service should go!
What a shame to our community to have a store that treats people like this!
You can be sure that I'll share my experience with everyone I know and I'll seek my rights!
Funny how you said I was dramatizing the situation when I stated the discrimination I suffered. (Yes, he yelled at me in Spanish!)
Public humiliation and discrimination of a mom in front of her child is not acceptable!
Funny how even the Officer, because yes I called 911 took my side but you guys are not able to apologize! A shame! Embarrassing!
