Customer service experience has always been outstanding in 15 years coming here
The employees who work there during the morning of Thursday, May 14, 2026 were aggressively and embarrassingly inadequate.
At 10 o'clock I asked if I could be measured. Employee rolled her eyes: "I guess so."
Her measurement was sadly inadequate as if she had never measured before, and I had no help afterwards.
When I asked her to come over, she saw how incredibly tight the fit was. She said, "maybe we should go up a little." I said, "you think?"
She and the other employee had not moved because they were talking to each other the entire time. She said, "are you angry with me?" Bizarre. I did not respond.
She called back, "I am feeling uncomfortable helping you anymore." She hadn't helped me at all. I still kept quiet.
I paid for two bras and asked the two for their names.
"I am uncomfortable giving that information out." Same response about her manager and district manager. Shocking.
The other one then told me she called security on me.
Let that sink in. A petite 61-year-old woman was physically removed by a security guard for asking for names.
She refused to why she had called security. I left the store without incident, but in tears.
A few minutes later, my husband returned to ask why I had been removed; they called security on him and he had to leave the store.
I called the store manager the next day. I identified myself, and she greeted me rudely by saying "yeah," and put me on speakerphone. I was quickly able to piece together how the bizarre behavior of the employees matched the utter incompetence of the store manager. I started to explain what I had experienced, and she cut me off and would not allow me to speak again, choosing instead to feed her obvious inferiority by defending her inept employees.
It was obvious why I was on speakerphone. This insecure manager was obviously trying to make friends with the people she was supposed to be supervising. What better way to cement that pathetic need to make friends with people one is supervising then to throw the CUSTOMER under the bus in front of one's inferiors!
I could go on and on about how my husband then talked to her and how she attempted to talk over him again and again until he, too, had to end the phone call.
Suffice to say that employee behavior imitates the training they receive from management. In this case, they had learned a lesson of the store manager's rudeness, incompetence, immaturity, and embarrassing instruction, and they imitated it perfectly.
At one point, the store manager asked if we were trying to tell her how to do her job. Much to our embarrassment for her, we let the district manager do that for us. It should never have gotten so far as a district manager needing to get involved into something as asinine as the behavior of the employees and the ridiculous non-intervention of the manager at Soma that morning.
Therefore, my main concern is that perspective customers should STAY OUT of Soma UNLESS they enjoy the humiliation of being escorted out of a store by a security guard because of the store's immature and pathetic staff and management: A note to the SM: you know nothing about the retail business and how to serve the customer who is paying your salaries. In summary, this was a horrible, but very fixable customer service experience at Soma.
A little about me: I often write online reviews, and WITHOUT FAIL they are five star reviews. I only give positive reviews because if I have a problem at a place of business, I will speak face-to-face with management so that a reasonable outcome can be achieved. I hate it when people go online with petty grievances. I reserve my right to review negatively, however, when the customer service of the manager is so blatantly and stupidly inadequate. I asked for an apology and nothing else. I never received an apology from the employees nor the store manager
Hence this negative review. read more
