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| - If I could give this a ZERO, I would. We have been customers for many, many, years. The service is now, and has always been, terrible. Nothing has changed. They still don't get it.
We were not acknowledged when we came in. but everyone after me, was. (Not out of the ordinary here)
I found what I needed, asked for help ( as I needed some things from inside a case).
I was told by the young woman it would be just a minute. Her arms were full of clothes, so naturally I waited until she could put them on the rack.
She then proceeded to the register to help a man who walked up AFTER I had asked for her assistance. I was patient and waited for the transaction to be completed. At this point it had been ten minutes, waiting.
She then proceeded to help yet another random customer, still not acknowledging that I was still waiting, never an explanation as to why she was allowing me to stand there.
It had been 15 minutes and that is unreasonable wait time, and completely unacceptable in any business setting, EXCEPT for Name Brand Exchange, apparently. I put down what I had and we left. Even then no one noticed us leave in disappointment.
We did not have time to just waste that way. We went to a real store, made our purchases and went on our way. = Lost sales for you.
She might have told me "its our policy to help those at the register, first." And ya know? Thats fine... IF you don't already have a customer waiting for help. I have been asked to wait at registers in other stores for someone who was there first. I have no problem with that. Thats the way it should be.
It would have taken a moment to say Im sorry- I'm coming, or I'll be with you shortly. Say "something" to your customer!!!!
The CUSTOMER WAITING, IS JUST AS IMPORTANT TO YOUR BUSINESS AS THE ONE AT THE REGISTER. YOU HELP THE PERSON WHO IS FIRST, FIRST. period.
If your business cannot accommodate this simple request, perhaps you should look into hiring extra help.
I called the Manager/Owner, Vanessa, to tell her of our disappointment today, and over the years.
I explained this was NOT good customer service. Vanessa was not at all understanding, but defensive and argumentative, stating policy verbatim, rudely and aggressively talking over me, never indicating any concern at all for how we were treated.
This is how they do things at Name Brand Exchange
She is the owner and the manager yet has no respect for the "would be" customers.
Vanessa was in NO way apologetic for the bad experience. She went as far as to tell me she would "trespass me" (her words) because she didn't like what I was saying. Laughably not necessary, there is no danger of me returning. I can afford to pay full price, Idk why we even went there.
* Their buyers are masters at ripping you off for your quality "name brand" items, you, the customers all know it. It makes everyone mad, yet only some of you Yelp it.
Think you are saving money?, yeah, we did too, just make sure you have plenty of time to kill.
Name Brand Exchange you need to rethink your policy. Instead of help the people at the register first, how about "First come, first serve".
Every other store in the world already "knows" that policy, and guess what? Its reasonable and acceptable to all.
Shame on you Vanessa, you are an owner/manager. Because you can behave this way, does not mean you should.
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