I am writing this review to recognize an employee who exemplifies outstanding customer service…read morewhile also bringing attention to a very disappointing experience with the store manager at the Equinox Shop in Woodland Hills, CA.
Elena who works at the Shop Woodland Hills in CA location deserves the highest recognition for her exceptional professionalism, dedication, and customer service.
I am traveling to Europe and urgently needed a specific crossbody bag before my departure. Although the Woodland Hills location did not have the item in stock, Elena took full ownership of the situation. She searched the inventory, contacted multiple Equinox locations, located the exact bag at the Palisades location, arranged for it to be shipped, and confirmed the shipment. Most importantly, she proactively kept me informed throughout the process, providing updates and reassurance that my bag would arrive before my trip this week. Her communication, attention to detail, and commitment to customer satisfaction were truly exceptional. Employees like Elena are invaluable and deserve to be recognized and rewarded for representing Equinox with excellence.
Unfortunately, my experience took a complete turn once Marissa, the store manager at Woodland Hills in CA location became involved.
I called the club at 9:00 a.m. and was informed that the shop was closed. The receptionist assured me that a message would be given to the manager and that I would receive a return call around 4:00 p.m. No one called.
I called again and spoke with Marissa. During our conversation, she placed me on hold without informing me. The call was disconnected. When I called back, I respectfully asked that she not place me on hold again and instead return my call after locating my order. She agreed, but I never received the promised callback.
I called once more and explained to the receptionist that I was leaving the country and urgently needed to know whether the bag--which I had already paid for in full--had arrived. Despite the urgency, I was told Marissa was busy and my call would not be transferred.
Ironically, the only person willing to help was Elena, who was not even working today. She immediately responded to my text message, apologized for not being at work, personally tracked my order, and confirmed that my bag had arrived and was ready for pickup.
When I went to the store to collect my purchase, I asked to speak with Marissa. Once again, I was told she was too busy and could not be interrupted. Even after I picked up my bag the incompetent store manager never called be back to follow up nor apologized for the in convenience.
This experience reflects a serious lack of accountability, communication, and leadership. A store manager should set the standard for customer service, not create unnecessary frustration for customers who have already paid for their purchases and simply need basic information.
The difference between Elena and Marissa could not have been more apparent. Elena consistently demonstrated professionalism, accountability, empathy, and exceptional customer care. Marissa failed to communicate, failed to follow through on her commitments, and was unavailable when a customer requested assistance.
Equinox should be proud to have employees like Elena. She deserves formal recognition for her outstanding work ethic and commitment to customer satisfaction. At the same time, I strongly encourage Equinox to address the customer service deficiencies demonstrated by its management team to ensure that customers receive the level of service expected from a premium brand.