I visited this store on 12/31/21 around 5:10pm because my son wanted to go to the mall but since the mall closed earlier than normal, it would've been pointless to go for an hour. He wanted to go somewhere shopping wise and this sufficed.
While in the kids section on the top floor, I noticed the kids hats and gloves for 60% off. When scanning the name brands in the section (i.e. Nike, Champion, and Tommy Hilfiger), they didn't come up the 60% off but non name brand did. When I sought assistance of an employee at a cash register (named Wendy according to name badge), I was dismissed. Wendy initially told me that she was closed and to go to another register. It was 5:25pm. When I said I had a question and proceeded to explain, she told me that it happens and that those brands are normally not on sale. Wendy didn't even come to look what I was referring, did not offer any additional assistance, and did not seem to care at all. It seemed that she was more interested in leaving.
After several minutes, I brought it up to another employee who came out the fitting room area. She was not wearing a name badge and appeared busy. Even so, she talked to me and provided assistance. She scanned the items and walked to the area with me. She told me to bring one of each to the register and let them know as they would best be able to assist. This lady was really kind and helpful! I wish I knew her name to give her the acknowledgment she deserves. As it was approaching 6pm, I went to check out. There was no one at the registers in lingerie or the kids section. As I walked around, an employee told me to check out downstairs. I went down one floor and checked out by the Michael Kors department. I explained to the employee (who wasn't wearing a name badge) the issue with the hat and gloves set. I was also dismissed. The lady told me that that I needed to go upstairs for assistance. I told her that no one at the registers and was told to come downstairs. She made a comment saying that they probably didn't want to deal with anything. I told her an employee told me that someone at the register could assist. She proceeded to say that she couldn't do anything about it and that I would need to go upstairs. She told me that if I wanted the items, I'd have to pay whatever they rang up to. She then rang up the items and said the prices. As I'm trying to politely explain and show her that they are supposed to be 60% off as I had taken pictures, she again said that was nothing she could do. I asked to speak with a manager and she told me that since they were closing, she doubts one would be available and processed to bag the other items and check me out. She didn't even ask if I wanted to get the hat and gloves. I did not appreciate the way that I was treated and the complete lack of concern, assistance, and appropriate customer service. This lady was dismissive and unhelpful just like my first encounter with Wendy. I will add I had my 8 y/o son with me who witnessed this treatment and verbalized his dislike of her attitude and the way she spoke to me as we walked away.
We went back upstairs and thankfully saw two employees at a register in lingerie department. They were checking someone out. Afterwards, I proceeded to explain the issue with the hat and gloves and the experience we had downstairs during check out. The lady who assisted this time was named Kineta, according to name badge. She was extremely helpful and friendly! Kineta had a good attitude and interacted well with my son, which I greatly appreciated. She checked me out and applied the advertised 60% off on the items. After checkout, she informed me that she was a manager and told me go to website to leave report on my experience, which is exactly what I did and was going to do anyway. I understand it's closing time and people are ready to get off work, but I don't think that should be an excuse to treat people rude and not perform your duties as an employee. I don't think I was asking for too much. It took the manager absolutely no time at all to fix the price....
Thankfully, I got the items on discount. I also got my kid a nice soft/fur like jacket for $18 as it was 60% off. I also got him 2 Levi shirts that were half off ($9 and $11). The boys section is split into 2 parts (2-7 and 8-20). There wasn't a whole lot of variety. I was initially looking for a nice overcoat for him. I'll be checking the mall for it. I wish I had time to look into the mens section to see if they had any good deals. IF I return, I hope to have a better experience. read more