Urgent Concern - Customer Treatment at Storefront (March 24, 2026)(12:30pm-12:53pm)…read moreI want to start by saying I genuinely love this brand and have always had positive experiences. However, my visit to this specific storefront on March 24, 2026 around 12:30 PM was extremely disappointing and concerning.
I came into the store with items I had already selected online and politely asked for assistance locating them. The first associate (with black bangs near the fitting rooms) was initially dismissive, stating she didn't know what I was referring to. After I showed her the item, she directed me to the correct area, and I was able to find my size.
I then approached another associate at the front (with green in her hair) to ask about a lace two-piece set. She informed me it was only available online, which I understood. I asked if there were similar options since the dress I selected was sheer, and she recommended an alternative, which I appreciated.
At checkout, after ringing up my items, I was told the store is cashless. I said I would step out to grab my card and be right back. I returned within moments (this can be verified on camera), but when I walked back in, the associate was already putting my items back.
I said, "Excuse me, I just said I'd be right back," but she did not initially acknowledge me. When she did respond, she stated she didn't know if I meant later or another day. This could have been easily clarified with a simple question at the time.
Instead of resolving the situation professionally, she told me she could not retrieve my items until she finished assisting another customer and putting items away. I said okay and stepped aside. However, she then raised her voice across the store, telling me to go retrieve the items myself -- in front of other customers.
This interaction felt unnecessarily hostile and unprofessional. I remained calm, but the tone, lack of communication, and escalation were uncomfortable and inappropriate for a retail environment.
What was most concerning was the overall demeanor and the way I was addressed, which made me feel disrespected as a customer. As someone visiting from out of town, this was not the experience I expected from a brand I genuinely enjoy.
I strongly recommend additional training in customer service, communication, and professionalism for this location. Clear communication about store policies (such as cashless payments and item holding) would also prevent situations like this. (Which helps with the image of rage baiting)
Again, I want to emphasize that I support the brand but this experience does not reflect the standard I believe you intend to uphold.
