On May 18th, 2007, I visited an Aveda Salon/Spa called "Green Tangerine" in South Windsor, CT. I did not have a scheduled appointment, I simply wanted to browse through the store to find some shampoo or moisturziers. When I walked into the store, it was about 9:00p. When I walked into the store, I saw a young woman who was attending the front desk; she did not greet me with a smile or even a hello; in fact, she did not even acknowledge me. As I walked in, she looked up and then looked downand continued to type away at her computer. I proceeded to browse in the salon for 15 minutes or so. At no point during that time did anyone ask me if they could help me find anything or offer me any advice on products.
After I had picked up my products, I walked over to the woman to pay. She did not acknowledge me at all, she rougly took my items and began to scan them. She told me the total and told me grab a pen and sign the receipt. I asked her if I could use my Aveda Advantage points here and she grabbed my card and swiped it.
I have never had such a horrible customer service experience at Aveda. I was introduced to Aveda because I once wandered into a store and had a lovely young woman come over and tell me about Aveda shampoos. It was then that I became a fan of your store. However, my experience at this Aveda store was uncalled for and very unprofessional. I would suggest that you at least greet your customer, regardless of what time it is, with at least a slight smile to make them feel welcome.
I will no longer be shopping at that Aveda salon again.
I was so offended that I actually wrote a letter to corporate. This is the response I received back:
Thank you for taking the time to contact Aveda.
Please accept our sincere apologies for the challenges you experienced at Green Tangerine Salon. At Aveda, we are always concerned when a customer is less than satisfied with any aspect of Aveda products or the service at the independently owned salons.
Each and every Aveda customer is valued and appreciated, and your comments and experiences are the most valuable sources of information we have. As this is an independently owned location, we cannot mandate their business practices, however if you have not done so yet, may we suggest contacting the salon owner or manager regarding your experience directly. We are sure they would appreciate your bringing this to their attention. Should you encounter further challenges, please do not hesitate to contact us.
Again, thank you for taking the time to share your thoughts and concerns.
AVEDA - Customer Relations - Blaine
Aveda Global Consumer Communications