I had an extremely disturbing experience at this location and will not be returning unless serious changes are made.
When I entered the store, the sales associate did not acknowledge me at all -- no greeting, no offer of help. As I walked through the store, she followed me closely from section to section, including into the fitting area where there were additional sales items. However, when two white women entered the store shortly after, the same associate immediately greeted them and offered assistance.
When I approached the register to request the store manager's contact information, the assistant manager identified herself and I calmly explained what had occurred. At that point, the associate claimed she never even noticed me -- despite having followed me around the store the entire time.
As I was leaving because I no longer felt welcome, the associate became hostile and yelled at me, stating that she "gets along with the assistant manager" who happens to be Black," which was completely inappropriate and deeply revealing.
I am a Black woman. The associate is white. The customers who were greeted and assisted were white. The difference in treatment was clear.
I was made to feel watched, unwelcome, and devalued as a customer. What I was wearing -- leggings and a hoodie -- should not determine whether I am treated with basic dignity or assumed to be suspicious. I hold a LOFT credit card and was fully prepared to shop.
This was not just poor customer service. It was biased treatment that requires immediate attention. The associate needs serious customer service and bias training, and store leadership must address how this situation was handled.
No customer should ever leave a store feeling humiliated, profiled, or unwelcome. I did. read more