To begin with, this is one of the smallest stores I've seen. I've always had a range of issues because of the messiness inside of the store. Perhaps they're understaffed, but shelves look like they're running a Ross. Or, as I found out today, it's most definitely due to some inexperienced, attitude-driven poor excuse for a general manager. They really hire anyone these days.
None of the mess or lack of items was ever enough to leave a poor review for what I consider one of my favorite stores--a company I've been a loyal customer to for over a decade.
Today I went into the store looking for gift for a friend. I found a cute little gift, and noticed it had a discount on their website online (when you google it, it reflects said discount). When I asked the cashier about this discount, she was clueless and brought in the general manager of the store. Once she arrived, I explained and showed her the online price. The cashier was about to scan a 15% off coupon to honor their online pricing, but the GM stopped her in her tracks until I could make the discount work online. Since I was not able to apply the AUGUSTSAVE coupon on my phone (I admit, I was rushed), she quickly said that it's only for online orders from the store and refused to honor it. This isn't true, I just needed to log into my account, but I didn't want the hassle and didn't have my credentials anyway. She mentioned that I would have received the discount had I ordered it from their store for pick up.
First of all, displaying a discounted price online and misleading and deceiving customers to come into that exact store to receive said discount is most definitely illegal practice according to California state law. However, I'm not pissed about not received some dollars off my order - she can keep her change (she certainly acts like it comes out of her pocket). What I find absolutely disgusting and dishonorable was the general manager's attitude and the way she was doing everything in her power to ensure I didn't receive the discount displayed online. When I commented that it would definitely discourage people from going in person (and force stores to close down over time, as we see happening everywhere), she got snarky and replied she just opened 7 stores (so she could care less about customer satisfaction) and walked away. I don't know who placed this incompetent person in a position of management, but she sure needs to learn a few skills when it comes to dealing with people. I was very calm the entire time since 15% off isn't even a huge deal, but this GM went out of her way to make sure to upset me. For this, I will absolutely never come back to this location again. Some people just don't know how to act when given the smallest bit of power through their position. read more