Poor customer service (first time customer).
I went into the salon for the first time to buy a hair product. Without double checking, the receptionist told me that the last older version she was selling me was the same size as the newer version she had on the very top shelf. She seemed more interested in selling me the last version of the product than reaching to the top shelf to double check the size of the newer product that was apparently the same price. When I got home and searched online, the newer version was a different size with a few more milliliters. I called a few days later to ask if I could return to exchange the older product she sold me. She said I could return it and did not apologize over the phone for the inconvenience of having to return back to the store because of the lack of due diligence and effort displayed by her a few days prior.
I drove all the way back to the store. When I returned, the lack of customer service continued. Two stylists who were at the front turned around and saw me enter, there was no receptionist, the two stylist did not greet me from their spots, no one said hello or went to get the receptionist or told me that she would be out shortly. I waited for a while being ignored even when the salon was empty (due to capacity limits I'm sure) with 2 stylist in clear view of me-- one washing and one cutting. After I realized I was not going to be helped anytime soon, I asked if one of the stylist could get the receptionist to help me. The stylist then went to get the receptionist from the back after my prompt, she came back out with the receptionist.
When the receptionist saw me and made her way to the front desk, she did not greet me or apologize for the product mix up and inconvenience. She just handed me the new product which she set aside and asked if that was the right one. I said yes, thank you. There was no response from her, not a sorry or a thank you or an attempt to regain future business, as I put the product in my bag and turned to leave. It was all very cold.
Hopefully this public comment allows management to train staff on better customer service for new customers who are doing a very simple task as coming in to buy a product from a store. In the interim, I will not be returning even though my initial perception was positive from what I viewed online; however, the in-person experience was quite different.
There is a popular customer service quote for businesses that explains "Make every interaction count. Even the small ones. They are relevant."