So disappointed in my most recent experience at this store. When I first walked in, I was approached by Ian who didn't seem like you really wanted to help me. He did not smile, he was not welcoming, or warm, but I needed to get a gift so I proceeded with the interaction. When I finally chose the watch that I wanted, I asked to have it engraved. Once completed, the words were very small on the back of the watch and Ian as well as Ashley told me that I could have it redone. At first I didn't want to, because I felt bad having to get a different watch but the font was really small, and it just didn't look right; it was hard to read. I asked Ashley to help me because of Ian's demeanor previously made me feel very unwelcomed. But having Ashley help me was actually worse. Her attitude and body language made me feel like I was being such a bother even though she did offer to redo the engraving. I asked to not have the watch that was on display since it was most likely handled by a lot of customers. I asked if the back of the watch I initially was given could be replaced with the newly engraved one.
Ashley seemed to be bothered by that request, and showed her annoyance very clearly. At times she was breathing heavy and sighing as if it was such a chore to help me with something she offered to do. Meanwhile as I was standing there I saw Ian greet other customers who were Caucasian. He was very friendly, and welcomed them, and was engaging with them. During the entire time, I was polite, calm, soft spoken ....was not rude at all but these two employees made me feel so unwelcomed (and this was noticed by my friend who accompanied me in the store) I did say something to Ashley at the end of the transaction, and she promptly denied it, and said that was not the case. I'm sure the justification was because there was a minority associate in the store working, so it will be impossible for me to feel that I was being treated differently by her and Ian who are both Caucasian..... but I was indeed..... and I really did not appreciate it. I stated that I have been shopping at the store for years. I have met many different staff during that time but this was one of the worst experiences I have ever had, and the level of customer service has truly declined. You may not take this seriously, or do anything with this; but I will tell you I've worked in management and customer service for many years, I know good customer service from poor customer service and what I received today was very poor.
What made it even more egregious, was as I walked away from the counter I could hear Ashley talking to Ian about me, while there were 4- 5 customers in the store, and it's a small store. This is not how you treat your customers regardless of age, race, orientation or any other protected class. read more