The store has gone downhill, but I don't blame the workers! We've been customers with Xhale City…read morefor 5+ years, so we frequent this + the Douglasville location; we've visited so much that we knew most the employees by face/name and vice versa. This was back when box mods, VG/PG juice, and kits for building were growing in popularity. The staff members were so enthusiastic & passionate about their work that you could feel the eagerness in matching customers with their needs.
Maybe 2 years ago, we noticed a serious decline in variety, inventory, consistency, and very few staff members that are familiar with the products they sell. In turn, many staff members have made recommendations that we KNEW indicated they had no idea what they were doing! Now, they can't keep employees b/c just like all other areas of business, the focus is greed and NOT customer satisfaction/retention.
8 months ago, the hubby got us our 1st nic salt vapes to see if we prefer them over disposables (we go through them too quickly). Few days later, we already taste burnt flavor. Take it up to the store, and we're told it's common....which is why they were discontinued months back.
420 comes around and we buy 2 new nic salt vapes. TIL THIS DAY we can't find the coils in stock after trying 4 different locations! Purchased another one 2 months back, and same issue. When I visited the Douglasville location, the sales rep told me they NEVER have the coils for either in stock....which is why she won't sell them. So essentially, employees are selling products that either don't qualify for warranty service, or, will force you to order parts online.
All in all, my feedback is to the business in its entirety b/c they've allowed greed to supersede quality. And that greed is what prevents Xhale from keeping the good employees that know their products (through testing /education), can make accurate recommendations, and ultimately ensure repeat business through customer satisfaction. I overheard one of the employees give insight on the job (the customer wanted to apply for a job), and it was INSULTING to hear how low the pay is! That same guy used to be happy every time I'd see him. Now? You can tell mentally, he's checked out. Cant blame him when they work long hours, sometimes are in the store alone at night, no customer organization (so it's hard to decipher who was next "in line"), and have to deal with the challenges with the general public. It's already difficult to find a good job, but when you don't treat your people right, these are the consequences. As a result, we've found another vape store that better fits our needs