I visited this location this evening 10/21/23 , with my 8 year old daugther while we waited for our takeout order from the Cheesecake Factory.
I would like to start off by saying that I am always a BIG FAN of LUSH , and the amazing products.
As soon as I walked into the store, I immediately felt compelled to find a facial skin care cleaners for the upcoming fall/winter season.
My 8 yr old was so excited to smell and try out the cool sample products on display.
We were initially greeted by a welcoming staff member, who tried her best to answer the many question presented by my daugther ( great engagement). Although she was only a kid, the representative tried to provide a kid friendly response that would be easy for her to understand.
Fast forward to my not so good experience, with whom I suppose was either the manager or some sort of store leadership. This was an African American women who wore her hair in the natural state.
She was originally in the back of the store near the register. Another cx walked in, and she rudely walked behind me said Excuse me. While I appreciate her saying excuse me, the tone that she used was not the friendliest.
I brushed it off , and continued smelling a trying samples on my hand. She then came over to the side that I was on, and once again in a rude tone, said " You can't use your hands , you have to use a stick".
I said ok, and started using the sticks. She then went to get something to scoop out from the products jars that I touched.
This is something that could have been done in the back of the house , or after I left. It was very disrespectful to say the least !
I walked to the other side of the middle station , now with a stick sampling more products.
She then yells and says ," you can't touch the displays, you needuse the ones that says testers. "
I then told her, if there was a specific way that cx should and should not try the display products. There should be a staff membor stationed at each counter to explain that prior to a cx trying out the items. ( I would hope that whomever that person is, that they would be more n a professional than she was ).
She rudely directed another associate to pass her a paper towel , to put the scooped out product on that she assumed that I touched.
As someone who is also a retail store manager of a telecommunication store with years of experience.
I could not believe how rude she was, and the lack of sensitivity that she had with engaging with cx.
The behavior that she displayed was really disheartening.
At that point, there was no way that I was spending a penny of my hard earned money in a location that showed how much I was undervalued , and presented such a poor cx experience.
It is my hopes this review gets read by someone in upper managment for LUSH , who would perhaps offer this specific employee additional training on cx engagement, professionalism , and how to lead by example. This was a terrible example of this and all of the above.
I would be very surprised if this is the 1st time that a complaint was made for this individual.
I'm the type of cx that will advocate for a business to tell the world about my amazing good experience and/or great product.
I'm also the cx that will share my bad experiences in hopes of sparing my family or friends of an awful cx interaction.
You probably already guessed, that by taking all into consideration, I left the store without making any purchases.
As a RSM , I know that its important to leverage and maximize every opportunity that you get to work with a cx .
Lets be honest , the number of ppl that actual goes into a mall has decreased tremendously. So the thoughts of the impact that this individual could have on a business with her terrible cx service might require a more indepth look.
The Lush in Cherry Hill Mall never misses a beat. It might be a great idea to have her cross train there. To get a better understanding of what right looks like . A great cx experience can go a long way , and even further on a survey.
This my friend wasn't it !
I would rather take the 45 min ride to spend my money where I will be treated with respect .
I took the time to write out a detailed overview of my experience , to hopefully help someone else from going through the same thing.
It is always a good practice to take the day, or maybe stay in the back when you're not up to working with cx.
Sorry not sorry read more