On 07/01/23, the time was 20:49:00 8:45pm. I was ending a perfect day of make up shopping at the Sephora I recommended to my mother. My mother was there to travel to India for the next three months and I assured her we could get all of her makeup needs at the Sephora at Sawgrass 12 801.
Upon ending this great make up shopping support system for cards shut down. A dark-haired Hispanic woman with long straight hair almost shoulder length let us know that we could only use cash, we said we would go and look for an ATM and come right back and she rudely says "well we're closing soon".
After unsuccessfully looking for the ATM we decide to return to the Sephora to get what we can with the cash that we had on us instead of using a card. Once we return, we noticed a man has been successful with his card and we proceeded to try and do the same thing. We asked the woman if we could try using the card as well she instantly says "no" with no explanation. Tapping her foot as if she is highly irritated.
My mother says we can at least give it a try, she responds "it won't work because he has a foreign card but OK"with a horrible attitude. My mother swipes her card and the system does not work. The cashier says "OK that didn't work so how much cash do you have?". My mother says " can we try ringing this up on the same machine that the guy used?". The woman with a horrible attitude says "no we can't". At this point, a blonde woman by the name of Maggie comes down and says "well we could at least try it" and thankfully for her we proceed. Before moving to the next register my mother asks "how did he do it, did he swipe it or insert maybe I can try it that way". The rude employee says "no because it was a foreign card", my mother says well at least let me try. We try the card, Maggie inputs a number from the manual she is holding, and voila the purchase is successful.
Maggie was such a problem solver in the situation, and we so appreciate her for being present. Unfortunately, I will never recommend this store or any other stores to any of my friends family or colleagues. I was horribly disgusted by the lack of empathy, and to not care at all to go the extra mile for the customer.
I myself will take a no without the employee even trying to see if this would've been a successful situation, however, it takes people like my mother and Maggie to have persistence, to remain calm in trying situations, and to be SOLUTION BASED when working in areas of customer service.
Technology is not perfect and neither are people but attitude changes the entire experience of visiting a location that you highly recommended to a family member who is traveling for the next three months.
It's important to know we did not mind the no, it's not what you say it's how you say it and it's the way you treat people that leaves a lasting impression. read more