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May 2024 by Lottie X (Dan)
The staff was unprofessional and dishonest. To promote sales, she told me that the add-on item was 20 cents. I repeatedly asked her if it was really 20 cents, and she replied 'Yes, it's 20 cents.' However, the receipt showed it was 2X DOLLARS!!! I strongly do not recommend coming to this branch, yikes.?????
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March 2024 by Crystal Art
Bad customer service. Bianca who approached me and my family after quiet a while of us being in the store browsing, did not smile at all during our whole interaction. She approached us with a frown and tone that was not welcoming at all. I was taken aback by her negative expressions. Not friendly at all. Will never go back to this location. Bad experience over all.
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March 2024 by Deb P
I used to go crazy for L’Occitane products but now I find the scent too strong. Nevertheless, the products are still very good- I’ve mostly used the soaps and hand creams. When I went last week, there was no one in the store and the salesperson just looked up and stared at me without a smile or saying anything. It was a bit uncomfortable as I was browsing (looking for gift) so I left. I felt too much like I was being watched only.
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February 2024 by Catherine Liu
it was my first time shopping here so I didn't know much about the products but the employees were really kind and provided me helpful guidance!
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February 2024 by L
Went to make a return because of an allergic reaction and called in advance, they first told me to call in 1 hour because the manager was apparently in a “meeting” and than when I called the second time she was on her “break “ when I came in the store the Chinese manager spoke to me so rudely and yelled at me for the last digits of my visa not “matching” as on the receipt I told her I paid through Apple Pay and can show her the transaction from my bank account and the card that I used and that none of my cards end with those digits. She rolled her eyes and threw the allergy form at me to fill out. And when I showed her the transaction history she finally accepted. She should be fired along with sales associates Jessica and Franchesca for the worst customer service. They are racist and discriminating towards people of colour in the store.
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January 2024 by sunny zhu
????I am writing to express my extreme dissatisfaction with the service I recently experienced at your store.On Boxing Day, I purchased a $106 gift box with the intention of gifting it to a friend. However, I was shocked to discover that I cannot return the item due to your store's Boxing Day policy, a policy I was never informed about during the purchase.The employee admitted their mistake in failing to inform me about the final sale policy and acknowledged the absence of a final sale stamp on my receipt. Despite this admission, I was denied the option to return the unopened, unused product. This is unacceptable customer service.For a purchase exceeding $100, it is inconceivable that customers are not explicitly informed of a final sale policy, especially when there is no indication on the receipt. Had I known earlier, I would have considered choosing something more suitable for personal use.I urge you to review and rectify this situation promptly. I believe it is only fair to honor returns, given the circumstances and the lack of proper communication on your end. I expect a swift resolution to this matter and appreciate your immediate attention to it!!! ???
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October 2023 by Marie*
They didn’t say hi to customers. I had a question but that made me didn’t want to talk to them. Actually she was on the phone and doing all her stuff. Boooo
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October 2023 by Preethi M
The Asian girl with blonde hair is extremely rude. The disgusting attitude of hers should be washed down the drains.I don't understand how managers hire such people in customer service industry.Her attitude, her expressions and her behaviour is extremely disgusting.Unsure if the brand doesn't care about business and its customers.But, honestly I've never endured a disgusting service like the one I received in the recent visit to the store.
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October 2023 by Gurpreet Kaur
I went to this location for the first time and the Asian girl work there is very rude and have a lots of attitude. She did say hello to us but in a very rude way and was making weird faces like we are there to stole something. Seems like she doesn’t like her job much whoever the Manager of this location should see all the bad reviews and should work on their customer service if not maybe change your staff!!
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September 2023 by JH Canada
The Robson location is a great representation of what L’Occitane is about. An international brand with great customer service. The Burnaby location however is not only not up to par but also seems not to understand consumer rights. I had purchased a gift and we opted to return. While originally purchased at the Robson St location we had errands at Metrotown and proceeded there. Receipt in hand, the person at the till proceeded to tell us would you like to exchange and once we replied full refund she said fine and looked at her screen. Within seconds she told us our manager has told us the systems have had issues for over a year without a fix and we may not be able to process but will try. She supposedly scanned once and we said please input the number and she said I already have. She went on to say as I cant “verify receipt” I can only do an exchange! Please go to Robson branch for a refund. The website and a call beforehand had told us returns and exchange at any location. This isn’t a newspaper shop. Regardless the customer associate at the Robson store was so wonderful and promptly processed. I do note my wife has worked in retail and it seems based on reviews the Burnaby store lies and cheats so that daily sales aren’t affected. You are a represntative store of an expensive brand. Ensure you train your metrowtown employee and manager about sales malpractice.
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August 2023 by Linda Ann Farruggia
Was my first time picking up a gift in this beautiful store. I knew my mother in law loved the lemon verbena soap. Asking the lovely lady working there she mentioned the soap scent was discontinued so she suggested the verbena with shea. The hand cream in a pump paired well with it so I ended up buying both.They were packed with care in a L'Occitane box with tissue paper. The experience was excellent!
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July 2023 by roberta mckinty
Have avoided this store for awhile due to rude customer service. Went in today and was acknowledged immediately by Crystal. Very knowledgeable about products. Very helpful.
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July 2023 by Da Wanderer
I always love their hand soap and lotion. It's my everyday staple at work. I just wish they have better customer service. They weren't rude but not very helpful too. It would be nice to see a smile for a change.
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June 2023 by Paulo Vicente
I have been buying products at Metrotown store for a long time, but lately, the staff are not polite and approach you as if they are doing you a favor and not as a potential customer. I will not go there again.
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June 2023 by Vivian Haris
Good customer service except once I went there and the sales lady did not give personal service and was too busy looking at the other customers as they were walking in the store. I felt hurt, so didn't buy anything.
