Facebook Fragrance Friends recently posted the question: where have members received excellent customer service when trying/buying fragrance? I thought that was a great question and it offers the opportunity to articulate the positive instead of dwelling on the negative. While I appreciate comments that warn about particularly bad experiences, I also value (maybe even more) fellow fragrance-lovers’ input on particularly good ones; and I also like to give a shout-out to the folks who extend themselves to make a customer’s experience as pleasant as possible. So here is my random list, in no particular order, and I apologize in advance if I’ve left anyone or any place out! I’ll do another post on customer service online, and outside the US.
In-person experiences in the US:
Neiman Marcus. It may be partly because I live in the South, though I’m not a native Southerner, and it really is true that Southerners seem to take a little more time and extend a little more warmth and courtesy with customers. Not all of them, and not all the time, but overall this is true to my experience, including at a large store like Neiman Marcus. I go to the one in my city occasionally; without exception, the sales associates in their large, top-of-the line fragrance department have been courteous, helpful, enthusiastic but never pushy about offering various fragrances to try even when I have said candidly that I was just browsing, or they didn’t have what I originally wanted. Several have been very knowledgeable, not just about a couple of the brands they carry, but about fragrance generally. All have been kind, and usually able and willing to offer small samples. If I were wholly devoted to a high-end house that is rarely available online, I would absolutely develop a relationship with one of its sales associates at NM.
Scent Bar. Such a fun boutique to visit! On my one and only visit to LA, a few years ago, I sought it out with a friend, at their first location in Hollywood. I understand they now have two locations in addition to their website LuckyScent. The store has a delightful set-up, with fragrances displayed by categories on open shelves along all the walls (floral, green, spicy, etc.), fronted by a long bar-like counter. The sales associate responded knowledgeably to my interest in florals, especially lily of the valley, pulling out a wide range of fragrances for me to try, including some I had not heard of before. I ended up buying a terrific Byredo sampler and was also given several samples of the other suggestions she made. I love supporting an independent business like this, btw.
Nordstrom. This department store chain is famed for its customer service, and our local store fits the claim. It has open containers throughout the fragrance department with small, empty sample atomizers that one is invited/encouraged to fill oneself from the many testers on display. Now THAT is nice. Sales associates there have been less expert than those at NM or ScentBar, but still very helpful and courteous.
Sephora. Although service can be hit or miss, depending on the store you visit and who’s on duty that day, I have had several excellent experiences at Sephora, with enthusiastic young sales associates. What they might lack in detailed knowledge, they have compensated for by their willingness to suggest and offer samples of various fragrances, in sincere attempts to help. As a result, I’ve bought more at Sephora than I otherwise might have, because most of what’s in its stores just isn’t “me” — I don’t really experiment with make up, or use most of the products they carry.
What have others experienced that counts as excellent customer service? Praise and compliments only, please, we are dwelling on the positive in this post!