I try to avoid coming to this location (even though it's only 4 minutes from my house) and would…read moremuch rather drive 35 minutes to the Owings Mills store. Every time I come here, I have the same experience: no greeting, no friendliness, and a clear difference in how I'm treated compared to customers who don't look like me.
Today, I stopped in because I was coming from work and only needed two items. I walked in and, as usual, wasn't greeted at all. One of the products I needed was right near the entrance, so I stood there briefly checking on my phone to make sure it was the correct item. No one acknowledged me or asked if I needed help.
I then went to look for the second item. I checked the section where I thought it would be, then went to the back of the store, and kept going back and forth between areas trying to find it. At this point, I had been in the store for about 15-20 minutes. There were about five employees on the floor, I was the only customer, and not a single person spoke to me even after making eye contact with multiple employees while I was clearly searching.
Frustrated, I asked an employee to speak to a manager. She pointed to two associates and said a manager was over there no offer to walk me over or call someone, and her tone came off as annoyed. One of the managers she pointed out was someone who had already seen me and didn't offer help. I asked if there was another manager, and she said there was one in the back. Instead of respecting my request, she went to the same manager I didn't want to speak to and told her I wanted a manager "but not her," which was uncomfortable and unprofessional.
Eventually, the manager from the back came out. As I began explaining my concerns specifically the number of employees on the floor and the lack of assistance--she interrupted me before I could finish, immediately offering excuses about employees working on a floor set/stocking. That was the first red flag. Rather than listening, she was already trying to justify the situation.
I pointed out that she had cut me off, and while she apologized for interrupting, she never once apologized for the actual experience I had as a customer. As I continued speaking, she interrupted me again to ask if I had approached anyone for help. I shouldn't have to especially when I'm visibly searching and making eye contact with employees.
She then claimed the staff was so focused on stocking that they didn't see me, which didn't make sense given the multiple instances of eye contact. When I mentioned that some employees were standing around and not assisting customers, she cut me off again and said she wasn't going to stop her employees from "enjoying their job." That was the most passionate she was during the entire conversation and it wasn't about customer service, accountability, or addressing repeated concerns.
I also made it clear that this wasn't a one-time issue this has happened multiple times, and I had never spoken up before. Still, there was no real acknowledgment or concern.
At that point, I realized the conversation wasn't going anywhere. I was honestly shocked by her response. As I decided to leave, I asked for her manager's information, and she continued following me out of the store while talking, even though I was clearly trying to disengage.
Overall, this was an extremely frustrating and disappointing experience, especially because it reflects a consistent pattern at this location. Customer service should not feel selective, and concerns should be met with accountability not excuses.
**Edit:** After reading through other reviews on Google for this location, I noticed several people mention that employees are overly attentive constantly checking in, offering help, and even handing out bags repeatedly. That only reinforces my concern. During my visit, I was the only customer in the store with five employees present, yet I received no assistance at all. It's hard to ignore the clear inconsistency in customer service, and it confirms that my experience wasn't just in my head.
