I visited this location at approximately 10:15 a.m. on June 13. During my time in the store, I was never greeted, acknowledged, or asked if I needed assistance.
What made the experience especially noticeable was that I observed two employees greet every customer who entered after me. I also watched them approach multiple shoppers throughout the store to offer assistance. Meanwhile, I leisurely browsed the fragrance section, sampled products, walked through nearly every display, browsed the sale room, and spent 10-12 minutes in the store. Not once did a single employee acknowledge my presence.
Being overlooked is one thing. Watching everyone around you receive a warm welcome and attentive service while you remain invisible is another.
The attached photo may offer a clue as to what made me different from the other customers who were greeted and assisted that morning.
Free People prides itself on community, inclusion, and customer experience. If that's truly the culture, it should extend to every customer who walks through the door.
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