First of I want to start with saying, I have been a loyal soma customer since 2018.. I even worked as a manager for many years and so this experience was my first of a kind EVER!! Background for content, I just recently gave birth to baby boy April 2023. I arrived to return a bra, that I wore a few times and by 3rd wear the underwire was coming out. (Ladies remember when your bra was too large and it was poking on the sides) imagine that but in middle, is where the underwire was breaking. It was a nude color bra and when I wore it the pigment from the clothing and my skin rubbed on the bra. Not to mention summer time =sweat and pigments do transfer!!!!! (This will make sense keep reading)
Asian lady proceeds to say not Can I help, rbis is what I can do: but . WOW your baby is so big, and she making hand gestures that he "fat" and "wide" he is 12.5lbs. But, she keeps saying your baby is big" then she says I can't return your bra before she even began the transaction 2/3 have denied me services. The manager Sarah never wanted to help. Asian lady and I are not understanding eachother, LAST employee assist mngr. DITTA" or DIDI starts saying something under her breath (worst employee of bunch) ; ALL three ladies all were terrible. All three of these staff need some basic customer service 101. asian lady that was doing the transaction couldn't locate the order, she was older and with English being a second language the communication was an issue. Her assistant manager dida, or ditta approached and started looking at the bra. Under her breath she was giving off body language and facial expressions like, eww this looks gross. At glance, WE SHOULD NEVER JUDGE... her nails were painted black and chipped and homegirl needed a manicure but, I didn't say that out loud as most people know the golden rule, if you have nothing nice to say keep your mouth shut!!! as well, some things are just better off left unsaid . I asked her if there was an issue. Her response, " your bra, looks like it been ran threw the dirt, and I've never seen a bra that looks this bad. IT GROSS"
Mic DROP.
Taken back by what she said. Im humiliated, offended and the level of judgement, was so disgusting. I am now, being told by the Asian lady yeah the system won't let me, it's way past the 60days..... i asked her if she could please work with me, i had just had baby, I am ONLY ONE DAY PAST THE 64days. She says no, she cannot do anything, she reminded me that, I heard what the manager and ast manager had to say ..by now the manger is out of sight, oblivious to what has transpired up front. the ast mngr insulted me, rolled her eyes, told me she didn't have time for me, and went back to doing her own thing after I told her --- "never ever treat a women that way in an intimate women's shop." You language suggest I'm dirty".
She walked off and left me back with the older Asian lady she isn't going to help: i asked for manager.
Sarah, tells me this is policy, she isn't going to risk her job for me; i told her I worked for company and i know the policy has exceptions, she told me they had corporate meeting and everyone on the same page, CS can't do anything. She is now refusing to help so the later I'll save for the district manager.
I honestly, want people to know kindness cost nothing, you have no idea what people are going through. When you go into a boutique, you expect a higher level of customer service, these are terrible quality, low performing, laxy daisy approach, think there shit don't stink attitude having employees. What worse the manager and ASM both did even offer a simple apology. Offer to compromise being that I was one day over.... The lack of customer service goes to show how the company is also lacking quality vs quantity..... these women should be terminated and find better overall staff. I don't believe how I was treated I would rather deal w/ CS then human like this I can believe that store is still operational. Attitude stinks from
The TOP DOWN!!!!!!
P.S i did call CS, they were able to issue my refund and confirmed policies. I will be talking with district manager and will share the details in greater length. Retraining course! I want my entire order back and May never shop or step foot in Store 5015 again as long as Sarah and ASM are working.
Sarah- is usually kind.... Today she showed her colors. read more
