I ABSOLUTELY HATE SALLY BEAUTY

[MixedBerry]

Well dang!


That applies to anything you want!!

 

[ladylibra_30]

No one has to agree with anyone about anything. But it has happened and it can not be changed. So to continuously ask a person to unfeel the way they felt probably isnt going to work. Everyone is different we cant brow beat someone. She posted her experience and her reaction. People post about bad experiences in hair salons and how they went off all the time. No one really defends the stylists who deal with unrealistic requests from customers everyday. People ask for the Halle cut and get mad when they dont look like Halle! Im just saying...

Sales Associates are taught to deal with irrate customers. They are taught to SYMPATHIZE with the customer, VALIDATE their feelings and DIFFUSE the situation. They are put in the line of fire its their job to represent the company!

MAYBE the OP was irritated and her actions contributed to the situation. But the FACT of the matter is if the SA would have DIFFUSED the situation and spoke to the OP in a clam tone (IRRESPECTIVE TO THE OP's TONE) SYMPATHIZED with her and VALIDATED her concerns about not wanting to give her phone number or a false one. Im sure things would have been handled different. The SA could have then tried to speak with another associate to see what could be done if anything to over ride the screen.

SA is the face of the company and she allowed a customer to leave unhappy she failed!

Every customer counts and every interaction counts. A phone number isnt worth losing a customer. The SA should have showed the other customers how much their business is valued in how she handled this situation. And if she had dealt with it instead of disregarding it she wouldnt have had the customer causing a scene or holding up the line.

Why didnt the other associates help the lady waiting in line since she saw the SA was dealing with an irrate customer?

You could look at this from 87 different angles its still bad customer service no matter how the OP reacted!

They didn't help the lady behind me because all three ladies were at the register with the first cashier looking on. I was fine when I went in Sally's and in the very beginning of the transaction. When she asked me for my number I simply said "It's private." At that, she said she wasn't doing the return without a number. I asked for her manager and two of SA's said at the same time that she wouldn't be on duty until today. She put my items, bag, and receipt to the side and attempted to ring the lady behind me (I was getting increasingly irritated with each action). I said, "Wait. Could you call Corporate?" She refused. I couldn't take anymore and was in awe - I became upset at her attitude, actions, nonactions and I've listed them ad naseum. It was a trip that she was talking about me in another language to another customer - to me it was just her being more unprofessional.

BTW - The first one KNEW how to do the override AND how to call corporate but she chose not do. For that, I chose not to go to Sally's again. It is my belief that this is not the first and won't be the last that this SA will do this crap to someone else. I'd be willing to bet on it.

 

[andromeda]

I think people are taking offense simply because we don't agree with OP.

I can only speak for myself but that is not why I'm "taking offense". I completely understand and am not bothered by those who say they personally "just give a fake number". What irks me is those who "don't see the big deal". Just bc you would have handled the situation doesn't mean the OP was wrong for not capitulating and giving a number. What also irks me is the failure to recognize that this incident was a failure of customer service on the SA's part and that the relationship of SA and customer isn't symmetrical. I personally might [and] have acted differently in the situation but that doesn't prevent me from understanding the OP's response.

I didn't say she was a "angry black" woman but it seems in that situation she was acting like one.

I realize the small distinction of "calling her a..." versus "saying she was acting like..." and corrected my post to reflect it. I still think your characterization of her actions is undue and worrisome.

Being upset is one thing but to turn around and take your anger out on someone else is unnecessary.

I agree. In the grand scheme of things, it was unnecessary. However, hindsight and "observer sight" is 20/20. I'd like to think that I wouldn't have reacted to the customer's "excuse-me's" the same way but I know for sure that, in the heat of the moment, the OP's actions were understandable and not that extreme.

 

[Mzz Mac]

I was at sally's one night and the cashiers were talking to each other. One of them stated that she was sick of people asking why Sally's was so expensive. She stated that " maybe if people would stop stealing wouldnt be that way" Then she went on to complain how people steals from sallys alot! I dont see how.. they follow u around the whole store. I remember one day I was trying to put my keys in my purse and the lady just came around the corner with her hand out, I guess demanding to give what I had taken..I guess she saw how confused I looked and just walked away.. I wanted to just leave without buying anything after that but I thought then she would really think I was stealing. so i went payed for my items sat my purse on the counter and opened wide enough for her to see inside while i got my money out!

Too funny....you should have gave her five and slapped her hand and said "what up doe"

 

[SistaSista]

They didn't help the lady behind me because all three ladies were at the register with the first cashier looking on. I was fine when I went in Sally's and in the very beginning of the transaction. When she asked me for my number I simply said "It's private." At that, she said she wasn't doing the return without a number. I asked for her manager and two of SA's said at the same time that she wouldn't be on duty until today. She put my items, bag, and receipt to the side and attempted to ring the lady behind me (I was getting increasingly irritated with each action). I said, "Wait. Could you call Corporate?" She refused. I couldn't take anymore and was in awe - I became upset at her attitude, actions, nonactions and I've listed them ad naseum. It was a trip that she was talking about me in another language to another customer - to me it was just her being more unprofessional.

BTW - The first one KNEW how to do the override AND how to call corporate but she chose not do. For that, I chose not to go to Sally's again. It is my belief that this is not the first and won't be the last that this SA will do this crap to someone else. I'd be willing to bet on it.

Okkkkkkk. In reading this explanation I can see where you are coming from. IMO I think you were still upset when you posted this thread and it came across in a different tone than in your explanation here. In reading this explanation I think that I would have been mad but just handled it a little differently.

 

[ladylibra_30]

Okkkkkkk. In reading this explanation I can see where you are coming from. IMO I think you were still upset when you posted this thread and it came across in a different tone than in your explanation here. In reading this explanation I think that I would have been mad but just handled it a little differently.

True, I was livid when I posted this yesterday as I posted it as soon as I left the store.

Today, I am fine (I was fine last night - laughing at my Mom's statement).

 

[Jade Feria]

It was her dismissive attitude, unwillingness to contact corporate, and to provide professional service. What ticked me off is when she put my stuff to the side and attempted to help another customer and later spoke in spanish about me to the same customer. Awful.

I would do it the same way if I had to.

How do you know she was talking about you?

Too funny....you should have gave her five and slapped her hand and said "what up doe"

 

[PapillionRouge]

.....................................................................

 

[ladylibra_30]

at OP ONLY thanking responses from people that agree with her.

And I'd like to "THANK" those posters again

 

[NikStarrr]

I just realized this happened in Miami. Yea, customer service is joke down there. That's just how it is. lol You're going to have to learn to pick your battles, because you'll be "going off" every-other-day down there.

 

[ladylibra_30]

I just realized this happened in Miami. Yea, customer service is joke down there. That's just how it is. lol You're going to have to learn to pick your battles, because you'll be "going off" every-other-day down there.

Customer Service AND Road Rage LOL.

No, seriously, I've been very lucky and have received great customer service (phone AND in person) and I was born and raised here. I've done alot of shopping at different venues and for the most part the experience has been .

 

[Chaosbutterfly]

How do you know she was talking about you?

That's what I want to know...I asked in my other post what she said, but OP didn't answer.

When I had to deal with disgruntled customers, I would always say "Sorry about that", or something to that effect to the next customer in line. I don't do it to be rude or mean to the angry customer, it's just automatic. So I'm just curious about what she said.

I can't lie..I still feel sorry for the SA a little. She didn't handle the situation in the best way and I do understand more why OP was mad, but I do agree with Iris in that you took it a little too far.Yelling at the other customers and telling everyone you know to boycott Sally's Beauty was too much. It didn't even need to be all that, even if you were angry. You're an adult and part of that is knowing how to master and control your emotions and feelings, and it doesn't take the patience of Job to do that.

 

[tallygirl]

Sorry to CO-SIGN on this....but the lack of Customer service in MIAMI is well known and EXPECTED...Coming from up north, I had a hard time adjusting.....

I am fluent in spanish and would have put that chick in her place, spanish words and all. Sorry that happened to you...but considering you live here......are u really THAT surprised?!?!?!?

You are so right about Miami...I always have to catch an attitude when I'm in that city...I wish I could avoid it, but I travel there for work and to visit family...But, Customer Service and Miami just doesn't go together.

 

[Amerie123]

I didn't quite read everyone's post, however from the story OP posted, i feel that whether she was right or wrong, the SA disrespected her like crazy.
for one, how dare you just start helping the person behind me w/o finishing w/ me.
and two, the person who she was talkin in spanish to could have helped that other customer in line. how dare you talk about a customer in another language while they are still standing there. you could have waited till she left.
OP, I'm sorry 'bout your experience. Yeah, maybe it could have been handled better on both parts, but hey, it starts with them. At the end of the day, like another poster said, the SA was in the wrong.

 

[ladylibra_30]

I didn't quite read everyone's post, however from the story OP posted, i feel that whether she was right or wrong, the SA disrespected her like crazy.
for one, how dare you just start helping the person behind me w/o finishing w/ me.
and two, the person who she was talkin in spanish to could have helped that other customer in line. how dare you talk about a customer in another language while they are still standing there. you could have waited till she left.
OP, I'm sorry 'bout your experience. Yeah, maybe it could have been handled better on both parts, but hey, it starts with them. At the end of the day, like another poster said, the SA was in the wrong.

The person the SA was talking to in spanish about me was a customer behind me not another SA.

 

[Bene]

for one, how dare you just start helping the person behind me w/o finishing w/ me.

and two, the person who she was talkin in spanish to could have helped that other customer in line. how dare you talk about a customer in another language while they are still standing there. you could have waited till she left.

As for the first part, I probably would've done the same exact thing. I don't think there's anything wrong or disrespectful with that at all. Was the sales clerk supposed to stand there and watch while an irate customer makes a phone call, while other people are waiting in line to pay? From how I read it, the "respectful" thing to do would have been to stand there and watch? I mean, other customers shouldn't be forced to have to wait because some stranger loses their temper. Their money is just as good, if not MORE valuable to the store because they're paying for something (gain) while the first is returning something (loss).

And I'm still going by the original post in regards to the timeline here, but it sounds like they started speaking in spanish AFTER the first customer blew up at the second customer. Once someone loses their cool like that, as far as I'm concerned, they really don't deserve extra special treatment.


Then again, I don't have any problems with people speaking in another language in front of me. The Chinese people at the take out place, the ladies at the nail salon, the Pakistani dudes at the corner store, they all speak in a language other than English in front of their customers. I don't perceive this as an insult or disrespectful.

 

[werenumber2]

When I had to deal with disgruntled customers, I would always say "Sorry about that", or something to that effect to the next customer in line. I don't do it to be rude or mean to the angry customer, it's just automatic. So I'm just curious about what she said.

Good point. The OP admitted she yelled in the customer's face (the lady who was being called by the cashier). For all we know, they both could've thought the OP was being irrational and acting well...a little crazy.

 

[ladylibra_30]

As for the first part, I probably would've done the same exact thing. I don't think there's anything wrong or disrespectful with that at all. Was the sales clerk supposed to stand there and watch while an irate customer makes a phone call, while other people are waiting in line to pay? From how I read it, the "respectful" thing to do would have been to stand there and watch? I mean, other customers shouldn't be forced to have to wait because some stranger loses their temper. Their money is just as good, if not MORE valuable to the store because they're paying for something (gain) while the first is returning something (loss).

And I'm still going by the original post in regards to the timeline here, but it sounds like they started speaking in spanish AFTER the first customer blew up at the second customer. Once someone loses their cool like that, as far as I'm concerned, they really don't deserve extra special treatment.


Then again, I don't have any problems with people speaking in another language in front of me. The Chinese people at the take out place, the ladies at the nail salon, the Pakistani dudes at the corner store, they all speak in a language other than English in front of their customers. I don't perceive this as an insult or disrespectful.

When I placed my call to Corporate I was NO LONGER IN THE FIRST CASHIER'S LINE (eventhough I initially said that I wouldn't move until I was serviced). I was at the last register by the door AND that is when the third SA serviced me.

Now what? I get that you feel for the poor SA and that you feel I was dead wrong - that's fine by me BUT you seem to reaching.

 

[Amerie123]

The person the SA was talking to in spanish about me was a customer behind me not another SA.

Oh, ..oops, well, heck that's even WORST. OMG.

 

[Platinum]

 

[Chaosbutterfly]

oke: oke: oke:
What did she say?!
I'm sorry but this is burning me up inside, because now I really want to know what she said.

Did you not understand what she said and assumed that it was about you?

 

[Bene]

When I placed my call to Corporate I was NO LONGER IN THE FIRST CASHIER'S LINE. I was at the last register by the door AND that is when the third SA serviced me.

Now what? I get that you feel for the poor SA and that you feel I was dead wrong - that's fine by me BUT you seem to reaching.

Of course I feel for the sales clerk. From what I've read, I don't think she did anything wrong. I hope she doesn't lose her job over this, I just hope next time she has the sense to call security or the police when one irate customer starts screaming at another customer.

The one mistake on her part, that I'm reading in all of this, is that she didn't properly explain store policy. But even then I still feel bad for her, because she shouldn't be forced to have to explain it.


Again, it's all a matter of how we perceive the world.

 

[Amerie123]

As for the first part, I probably would've done the same exact thing. I don't think there's anything wrong or disrespectful with that at all. Was the sales clerk supposed to stand there and watch while an irate customer makes a phone call, while other people are waiting in line to pay? From how I read it, the "respectful" thing to do would have been to stand there and watch? I mean, other customers shouldn't be forced to have to wait because some stranger loses their temper. Their money is just as good, if not MORE valuable to the store because they're paying for something (gain) while the first is returning something (loss).

And I'm still going by the original post in regards to the timeline here, but it sounds like they started speaking in spanish AFTER the first customer blew up at the second customer. Once someone loses their cool like that, as far as I'm concerned, they really don't deserve extra special treatment.


Then again, I don't have any problems with people speaking in another language in front of me. The Chinese people at the take out place, the ladies at the nail salon, the Pakistani dudes at the corner store, they all speak in a language other than English in front of their customers. I don't perceive this as an insult or disrespectful.

I feel you, but don't you think the SA could have been a little more professional and been like, "ma'am can you step to the side. let me just help this customer real quick, and we can finish."

things like that can take you far. and granted one customer was buying (gain), and one customer was returning (loss, as u put it), but at the end of the day, they lost a customer. so it was a loss.

and true, the whole speakin' in another language may not usally be a bad thing, but the SA (as i just realized), was talkin to the other customer in their language. you don't think that was rude, knowing your customer at the time is unhappy.

I just feel like OP got played.

 

[LadyA0784]

what the...

I know, right? I think it's insane, but they truly will not fight with people about ANY return. It's actually one of the things that I like about the store, though, because it makes my job easier. If you want a refund, you get a refund. No arguing, no fussin, no cussin, lol. However, if it's for something stupid (i.e. you drank all but one drop of your GALLON of milk and decided it was "spoiled" or "tasted funny," or decide that you want your kid's bday cake for free cuz it's "ghetto blue" and that's not what you wanted, even though that's what you chose...and what is "ghetto blue" anyway?? erplexed), we tend to talk trash about it, but never in front of the customer...even if the general consensus is that they're a bunch of idiots

 

[Hairsofab]

I read through most of this thread. And I think it was a complete overreaction on the OP's part. I want to be sympathetic because I've had bad customer service experiences in Sally's but I can't here. A return for a few dollars is not worth the stress of yelling at everyone in the store over. I think there is more going on in your life than just poor customer service to warrant that type of reaction.

 

[MangaManiac]

I'm sorry but there is a difference between a) talking about someone in another language so they don't know what you're saying and b) speaking in another language because that's what you feel comfortable speaking.

Regardless of how OP acted anyone in customer service has been taught to not act like the SA did. Whether it was called for or not, if the district manager had been there she would have been fired. You wait to complain about someone AFTER they leave even if they're in the wrong.

 

[Bene]

oke: oke: oke:
What did she say?!
I'm sorry but this is burning me up inside, because now I really want to know what she said.

Did you not understand what she said and assumed that it was about you?

She probably said what I would've said

"I'm sorry for the inconvenience ma'am. Some people have trouble understanding store policy. I hope you found everything you needed."

 

[Carolina18]

I feel you, but don't you think the SA could have been a little more professional and been like, "ma'am can you step to the side. let me just help this customer real quick, and we can finish."

I'm really sceptical that this would make a difference when a customer is flipping out. As the OP indicated, she was not moving until the SA dealt with her return.

Nonetheless, interesting points raised on both sides of the debate, particularly the 'language-presumption' question asked above.

Personally, I find myself looking a bigger fool for giving SAs what I 'think they rightly deserve' for poor customer service by reacting harshly. Never, ever, in my personal experience, have I felt vindicated or justified for doing so. Rather, I've reaped more by responding calmly. Not saying this is the same for everyone *please don't throw stones* - but it's been like that for me.

 

[kasey]

The one mistake on her part, that I'm reading in all of this, is that she didn't properly explain store policy. But even then I still feel bad for her, because she shouldn't be forced to have to explain it.


Again, it's all a matter of how we perceive the world.

I really don't want to step in the fray, but, I will say that it is part of a sales associate's job to explain store policies and resolve conflicts with customers. Without customers there would be no business and without a business, the sales associate wouldn't be employed. The motto of legendary department store owner Marshall Field was "Give the lady what she wants." Thanks and happy Friday.

 

[Nayna]

Having worked in retail the SA was wrong. Just because a customer refuses to give a number doesn't mean you stop and say "well I'm not doing the return." Are you kidding me? Since when is that OK? People don't like giving out numbers, you put in the store number and you KIM. So what, OP was just supposed to stand there and be ignored? That's unacceptable and had a manger been there it wouldn't have gone down like that.

I've seen it in retail too many times where the SA acts like it's coming out of their pocket for stupid stuff. Sometimes they like to flex some imaginary power over the customer. It's silly. I guess rudeness and all that is subjective but I think just leaving her stuff there and ignoring her was a bad move. And as far as that other customer I would've looked at the other SA's that were looking on and asked if any of them planned on ringing people up! Whenever I see customers arguing with SA's I don't blame either party automatically I just avoid that line.