I have always enjoyed the unique designs Kirkland's offers and have purchased from them multiple…read moretimes. I love how they bring the seasons to life--it feels almost like stepping into a Hallmark moment. Their collections create a wonderland of products to fit every occasion, often paired with great promotional deals. Unlike other stores, you don't have to wait until the end of the season to enjoy discounts. Kirkland's makes it possible to enjoy special purchases right away, which has always kept me coming back.
This time, though, something went very wrong. I had been eyeing a mirror for over six months, but it was out of my budget. However, eventually I knew Kirkland's would come through and offer one of their great sales. And I was thrilled when I received an email showing it at 50% off, 50% off, I couldn't believe it and couldn't wait to enjoy my mirror.
While traveling outside, I discovered there was a Kirkland's nearby. Excited, I rushed to the store with the picture and SKU. To my disappointment, I was told the mirror was not part of the promotion or this particular item was only available online. Slightly discouraged but not upset, I decided I would just order it online. Unfortunately, because we were in a rural area, the wifi wasn't strong, so my daughter suggested we wait until we got closer to Alliance to complete the purchase and by then we discovered that it was indeed offered in the store.
The promotion looked fresh, so I wasn't worried. But this is where the experience turned unexpectedly negative. I stopped by the Alliance Town Center location (9550 Sage Meadow Trail, Fort Worth, TX 76177), I was treated in a way that felt dismissive, unprofessional, and frankly, borderline discriminatory.
When I walked in, no one was at the register. A clerk soon arrived with another customer, so I waited patiently. Another associate approached me, and I explained I was looking for a particular mirror. She discovered there were four in the back, but instead of simply resolving the matter, she repeatedly apologized without explanation, kept looking nervously toward other customers, and even whispered to the manager in a way that made me feel like I was being accused of something. I wasn't sure what was happening, but the whole interaction felt odd and uncomfortable.
Eventually, I had the opportunity to visit with the manager and was able to explain what transpire with the other store. However, the manager told me the promotion had ended Sunday and had the other store simply rang up the mirror it would have shown 50% off. I understand promotions have deadlines and wasn't upset about a mistake. Situation, circumstances, mistakes happen. What upset me was the way I was treated: shuffled around, made to wait twice, ignored while other customers were checked out ahead of me, and I left with a sense that I was being handled rather than helped. As I was leaving, the one associate condescending remarked, "Well, you can purchase the mirror at full price," only to be hushed by the manager.
I don't understand why it had to be that way. Maybe the staff were having a bad day, maybe they don't enjoy their work, but it was a terrible customer experience, and in my strongest opinion both the associate and the manager did not represent Kirkland's well.
I still LOVE Kirkland's and will continue to shop there, but sadly, I'll now go out of my way to avoid that store. I am still hopeful that I'll be able to purchase the mirror someday, but this experience left me disappointed and disheartened. Oh, and the customers that I was push back at the end of the line behind them. They were super people, better people than these two staff members.