I was WOWED upon entering through my checkout which was a 5 star rating. However, once I noticed an error on my receipt and returned to have it corrected was when the experience went south. First, the good review of my purchase: Taylor was a breath of fresh air starting off my visit with a genuine greeting, overviews of fragrances and promotions as well as offering a basket for shopping. She had a smile with every guest and answered questions with a can do attitude. She patterned her interactions with each person with a specificity to accessing their needs. Alexander was a great mixologist and helpful to suggest layering and add personal testimony about his usage and what to expect. He helped me sample layering products and had a similar affection for the wood wick Fireside fragrance. He spoke of the throw and burn time and how he has a 5,000 sq ft home that layering is essential to tell a story throughout. Perfect! The one person who kept entering and exiting the sales floor without a smile or interacting with guests was a heavyset, dark haired man whose name tag read, Max. He looked miserable and the antithesis to Taylor and Alexander. I purchased the Fireside Wood Wick candle that was on a promotional table for 25% off. All was right with the world until I looked at my receipt after leaving to discover the 25% was not applied. Simple oversight and easy to rectify. Then this happened...
The 5 star service became a 2 when I came back and asked the wonderful Taylor about the promo and whether it applied to the candle that was represented on the table under the sign. She apologized and immediately checked. It wasn't but since it was there they wanted to honor the promotion. She asked Alexander for assistance and I went through the procedure to have this rectified. All was going smoothly until Taylor was making pleasantries and filling space with conversation with me when Alexander heard me tell her that I was from a city 2 hours away on a day trip and was coming to Macy's as there isn't one locally. Alexander stopped doing my price adjustment to elaborate on how he hates Macy's and the service as much as he hates Nordstrom. He started using profanity and how affluent he is and his 5,000 square ft home entered the picture again, his taste level is beyond their meager offerings and how well travelled he is and knows quality, taste and such. All while continuing to drop the "f" bomb and other colorful words to which Taylor uncomfortably tried to get him to cease by saying to him, "Alexander, your language." He wasn't picking up her not-so-subtle hint to shut up. In the process he made a mistake and recharged me instead of a credit. This is when he said, "oh s--t!" Taylor apologized to me and went to get the manager, Max, the non smiling, non acknowledgement of guest Person from earlier. He told Alexander how to process, correct and return the credit. No looking at me, no smile, no joy, just gave the monotone instructions and left as quickly as he entered back into the stockroom from whence he came. I was unhappy to give this review when earlier was such a great experience. But I'm still happy about the level of professionalism and customer centric behavior Taylor had on both accounts. She is a true gem amongst coals. Sadly, those two men were nowhere near the level of her service excellence. read more
