Kiehl’s Since 1851

I’ve been a fan of Kiehl’s products for almost 10 years but my two most recent experience at Kiehl’s Yorkdale made me consider switching up my skincare routine.
I went last month before Christmas, and the store was packed. No one approached me or talked to me, I figured that can be understood since all the sales girls seemed busy. I paid and got out quickly, felt it was a less than average experience but didn’t think too much.
I returned to the store yesterday looking for a product for my boyfriend, tried posing questions to the two asian girls working at the store, they both WALKED away from me without acknowledging that I asked questions.
Feeling shocked and disappointed, I decided to just go with his regular stuff and brought them to the counter. Again, no acknowledgement of my presence at the cash registrar whatsoever, the cashier (whose name I believe is Joanne/​Joanna?) said my amount so quietly I could bearly hear, I looked at the screen and pulled out my credit card, and asked if I could get some samples of this product I really wanted to try. She said they ran out, I asked again for another product, she said no again without checking anything, then told me they are out of all samples with a cold tone. I paid for my purchase, feeling a bit humiliated that she straight-​up refused to provide me with any samples. As I took my shopping bag and left the store, she said nothing and neither did the other sales girls — which makes me think they really did not want to be there.
The entire time I was at the store, no one spoke to me or asked me how I was doing, although I saw three sales girls «working» and checking themselves out in the mirrors or being on their phones, appeared so unprofessional that it really threw off.
Kiehl’s Yorkdale, please provide better customer service training to your staff or it will do some damage to your brand.

this store has a very high staff turn over rate. i wonder why? me and the wife went on a quiet monday and there was one girl there who just was terrible in terms of customer service. her tone of voice and body language said it all. i get turned off by this so much! i rather get kiehl’s products from holt and renfrew. their stuff is not cheap but it does work.

I have been their customers for years. I must say the staff there is very well trained and have good product knowledge. The products are great!