I visited the store on Tuesday afternoon. There were a few groups of customers shopping at the time, and I noticed three associates on the sales floor. Unfortunately, I wasn't greeted by any of them. I stood there holding a pair of boots for several minutes, but no one approached me to ask if I needed help. Eventually, I had to stop an associate myself and ask her to bring me a size. When she returned, she rather dryly asked if I wanted to try them on. I ended up just purchasing the boots and leaving.
Four days later, on Saturday at around 10:00 a.m., I returned to the store to have my boots branded. I intentionally went right when the store opened so I wouldn't bother the staff during a busy time. However, the store was already crowded, and there were only two associates on the sales floor. I waited with several other customers for assistance.
At one point, I saw a manager walk out from the back with three associates who appeared to be new hires. It looked like she was training them while the store was full of customers on a busy Saturday morning. When I asked the manager if I could get my boots branded, she gave me a look and told me they didn't have anyone available to do it until noon. I wasn't upset since I realized I probably should have called ahead. I was ok with coming back during the week so my friend and I decided to shop around before we leave.
My friend was interested in purchasing a hat and was ready to check out, but the store was so short-staffed that we were close to just walking out. Thankfully, a sales associate named Josh approached us and asked if we needed help. He checked the sizing for the hat and even offered to brand my boots if I could wait a few minutes while he finished assisting another customer. He was very professional and kind.
While waiting for him, I found another pair of boots that I liked and held onto them for at least 10 minutes hoping to get help with sizing. None of the sales associates, including the manager, approached us during that time.
I worked in retail for over 10 years, and I could clearly see how many sales opportunities were missed that day. The store felt disorganized, and it was surprising that three new hires were being trained during a busy Saturday in the middle of rodeo season.
On the bright note-
Josh deserves recognition for his effort!! He was the only one running around helping multiple customers and doing his best to keep things moving. I truly appreciate his help.
Unfortunately, because of the overall experience, I don't plan to return to this store. In the future, I would rather order online or shop with other brands. This was one of the worst shopping experiences I've ever had. read more