My complaint:
My husband and I were very excited to try out the new David Yurman store in San Antonio, as we previously had to drive to Austin, TX. When we got there, we waited almost 30 minutes before someone came to greet us. When the associate did come to ask if we need help, she stated that she will be with us in a few minutes. A customer later came in and she seem to be known by staff in the store. Two sales associates catered to this customer who was only there to pick up an order. We continued to wait and grew increasingly frustrated. We already knew exactly the item we had wanted. We walked out of the store very upset as no one came to help us. Instead the the two sales associates were talking about hair, nails, etc. There was another associate who was truly helping another couple who was having issues with an order.
Needless to say, we were so upset, we called the store and spoke to the operational manager who apologized and stated that he was in the back. He asked if I wanted to speak to the other manager, who was a woman. The manager came on the phone and apologized and stated that they’re a new store and one client took several staff members. My husband and I spend over 45 minutes with no help and knew what was going on in the store. There was a couple that was having issues with their order. The couple had already received the help towards the end and there was one associate helping them. She had shared that one customer took several staff members to assist, but this was no longer true.
Overall, super disappointed and expected the utmost professionalism, especially coming from David Yurman. The staff members at the David Yurman location in Austin, TX we’re always superb and highly professional. I had the same expectation at the David Yurman at La Cantera, in San Antonio, TX.
Suggested solution:
Address with staff and upper management
We visited the store on 12/26/23 at 6:00PM
