I DO NOT RECOMMEND THIS SHOE STORE TO ANYONE. This was by far the worst customer service I have experienced in years, and it was from a number of employees. Each interaction served as a demeaning experience that was both rude and unhelpful. I wanted to talk to them about their behavior, but I knew they would be defensive and not want to listen to this customers' feedback, and most likely wouldn't change anything about their habits as shoe sales people, but maybe this honest review tarnishing their reputation (even if only in the slightest), will have them think a little harder about the effort they put out there to make their customers feel 1.) Respected, 2.) Supported and 3.) Genuinely cared for (you know, not the rude, habitual protocol of communication they are expected and trained to practice)- HINT LADIES: It's called being authentic, you should try it.
1st Incident: I walk into this store for the first time in years, and I notice a discount wheel near the register that a kid is playing with. I see an employee and ask her, "Hi, I've never been here before. I was curious what you guys do with the wheel?" As we talk about the wheel, she makes a statement, "we are the ONLY retail store that offers in store/immediate discounts". I start telling her, "That's really cool. I was wondering as I'm a business psychologist and I'm interested in learning about what companies do. You know Aldo actually does that too. They have a discount wheel that every customer gets to spin when they are in the store, and get anywhere from 15%-40% off their purchase, but I believe its only a holiday promotional." She looks at me and nods her head but with a look of confusion. "I just mentioned it because you said you guys were the only retail store that offered it, and I had this experience at Aldo last season that was pretty similar." With a snarky look and distasteful eyes, she says, " MY company has been around since 1979 and we were the first to ever do it!"
"Whooooooaaaaaa, hold on there Lady, its really not that serious. I was just sharing an experience that related to what we were talking about."
This woman couldn't be more fake or ingenuine. At least that's what she portrayed to this customer. Maybe she should ask herself if that's how she wants customers and/or strangers to perceive her. Or maybe her boss should question his decision of having her manage the store? Yes, that's right. She's a manager. Ouch!
2nd Incident: I walked up to a male and female coworker speaking to one another. I asked them if they had a tape measurer I could use. The woman asked where I was, to which I pointed out in the back by the kids' shoes. She said she would get it and bring it to me. To which she turned back to her coworker and kept talking. Aren't customers supposed to be a priority? Or at least aren't you supposed to make me think that customers are a priority?
No, she didn't do what she said. She forgot and moved on to lining up shoe boxes. This is where I'm attempting to buy my just-started-walking-baby a pair of shoes without him being there, a task that is probably just a waste of time, but I wanted to try and get a pair that I thought "might" fit him, as to avoid having to come back to the store another day. I had his actual foot measurement and was going to try my best to figure out the size most likely to be his. The girl that had initially "not helped me" along with the lady/manager from my first unpleasant experience are just rolling their eyes at eachother and looking at me like I have three heads. Thanks ladies. I already knew it was a bad idea. I'm simply asking for assistance in guessing what shoe size "might" fit my son's foot. I finally here the one girl say that shoes are typically 1-1/2 inches longer than the foot inside. THANK YOU! That was actually helpful information! There was more absurd communication coming from the manager, but the last part I'd like to share is her judgment against me for not knowing what "Espirit" shoes were, which are apparently really popular boat shoes. Excuse me, miss, yes you the one who has been working with shoes and in customer service for 10 years, is it really that shocking to meet a customer that doesn't know something you know about shoes- even something that is known and popular to a lot of other people? And if it is, maybe you should keep that outward thought processing away from your interaction with customers. You repeatedly were saying statements that were making me seem foolish, and it was intentional. Worse, it felt like it was something you had been doing for a long time. Your social intelligence is very low.
And no, its not just me, I heard her talking in a demeaning way to another customer who wasn't grasping the concept of $10 off when she's buys two pairs and returns one of them. Your job is to help people, not bash their intelligence.You just look stupid. YOUR HARD-EARNED MONEY SHOULD BE SPENT IN BETTER HANDS THAN THIS PLACE. read more
