Secret G.
Google
I struggled to write this review because this is one of my favorite stores, however something needs to be said. I gave two stars because, although the products and prices were great, the customer service I received was not.
A week or so ago I visited this location with my husband. After browsing for about 30 minutes I could see that hubby was extremely bored so I made a quick purchase for my mother-in-law’s birthday and then we headed out. I told hubby that I saw some things for myself I liked so he said I can go back and get them. I decided to call the store to place the items on hold to be picked up the next day because it was getting late. When I called I told the associate who took the call (name began with a Q) that I had just made a purchase in the store and wanted to place two items on hold to be picked up the next day. Unfortunately “Q” was very rude and condescending to me because I did not know the item numbers for the items I wanted. I understand how that can be inconvenient, but I was literally just in the store and gave him exact locations of the items (I even fully described the display). He made several “huffing” noises throughout the phone call, especially when I asked him to tally up the total so I can be prepared when I got there. The poor customer service I received on that phone call left me feeling very unappreciated and undervalued as a customer. The next day I was so anxious about picking up the items, because I didn’t want to encounter “Q”, that I actually went to the other location at Woodland Hills to see if I could just make my purchase there. I spoke with the manager there and explained the situation and she apologized on his behalf and affirmed that customers should not be spoken to like that. Unfortunately Coach’s entire Halloween collection went to the outlet so I had no choice but to go to there. The associate, “Q”, spotted me as soon as I walked in and when I told him I was there to pick up some items I placed on hold he verified that he was the person that took my call. There was a very awkward and uncomfortable pause afterward. I pretended to browse until he left the register area and then hurried to purchase my items with a different associate and quickly left the store. I think a phone etiquette/customer service re-training is in order here. With the holidays coming up I plan to visit the store frequently and I would like to have a better shopping experience next time.
