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December 2023 by Amy W.
THE WORST STORE MANAGER EVER! My family and I have been devoted Aesop customers for over 10 years and have been to its stores all over the world including the main Melbourne store. The customer service had always been great no matter which store we went to. BUT today we went to the Stanford Shopping Center store and had the most insulting experience ever! My husband was inside the store trying to make a big purchase, and I was coming in and out with my two year old whom I was holding close to me on a child leash. There was a couple of customers standing right inside the entrance with a big dog and they were being helped by an Aesop employee. My toddler and I walked past them while trying to come in the door so I could tell my husband what to buy for me. Just as we passed by the dog, it suddenly got up from the floor and came at my toddler, completely unprovoked. Its mouth enclosed on my child's hand! The dog owner and I immediately pulled our leashes and separated his dog and my child. While my husband and I were checking on our toddler's hand, those customers left quickly with their dog without apologizing to us and before we could confront them. The employee helping my husband was very nice and offered to have us wash our child's hand. My husband went to talk to the manager about this incident. Her immediate response was: "We are a dog friendly store. What do you want me to do about it?!" Her attitude was so nasty that we left the store right away without making our planned purchase. Then my husband went back in to ask for her name so we could call corporate to report on her poor attitude and service. She said her name was Cindy. Then she went on to insult our parenting! Told my husband that we had to control our child and pointed at my toddler who was playing outside the store and mocking my husband for my two year old son lying on the ground (playfully). I got so upset when I heard about her insult that I went into the store to confront her. She then THREATENED TO CALL SECURITY, and two other employees came over telling us to leave the store as I was in shock and telling them that we've been loyal customers for over 10 years and buy all of our skincare and haircare products at Aesop every year. Is this how Aesop treats its customers now?!! We are so shaken that first our two year old almost got bit by a dog inside the store while simply walking past the dog that sat by the entrance, and then the store manager blamed US for not controlling our child, insulted our parenting, AND threatened to call security and chased us out the store! Unbelievable.
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September 2023 by RJ Moore
In the past year and a half, I’ve only had exceptionally positive experiences at Aēsop in Palo Alto! Kind consultants, notably Meghan and Kelsey, made me feel like a valued customer at each visit by remembering my name and by providing expert advice on the Aēsop product line and skincare writ large. The welcoming and inclusive atmosphere added to the overall positive vibe of the store, a retail experience unlike most to be had, at least in America. Special mention goes to store manager Cindy, who went above and beyond by helping process a replacement for a damaged product when my adhesive Aēsop skincare shelf fell in the middle of the night, shattering several serums I owned. Such outstanding customer service truly sets this Aēsop store apart. Please stop by, and you’ll see what I mean!
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August 2023 by Waylan Khuu
My recent visit to Aesop in Palo Alto left me disappointed. From the moment I walked in, the atmosphere felt unwelcoming and cold. The staff's attitude was shockingly unhelpful and unfriendly, making my experience far from what I had expected from a brand like Aesop.As I browsed through their products, I had a few questions about specific items, but it was clear that the staff had no interest in assisting me in any helpful manner. Their standoffish demeanor and lack of willingness to engage in any meaningful conversation left me feeling like I was bothering them rather than being a valued customer.What struck me the most was the blatant disregard for customer service. Aesop is known for its premium products, but a big part of its allure has always been the personalized and knowledgeable assistance provided by its staff.Although I had planned on purchasing some products, I left empty handed and disheartened, I couldn't help but wonder how such a renowned brand could allow such a disappointing experience to unfold. I certainly won't be returning to Aesop in Palo Alto. It's truly unfortunate when a brand's reputation is tarnished by the behavior of its own employees.
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August 2023 by Paulina Nguyen
Came here on a Sunday late afternoon. Hope this helps narrow down the staff.I had a disappointing experience at the Aesop store due to their poor customer service. The staff seemed disinterested in answering our questions and made us feel uncomfortable with their intense stares. Unfortunately, we left without the information or items we intended to buy.It’s a shame Aesop is hiring customer service employees who simply do not know how provide service to customers. Maybe that was why the store was always empty and all the customers that came in also left immediately, seems like they don’t want to sell their products.
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June 2023 by Megan Taylor
Meghan was such a great help - she also was not only adorable, genuine and helpful but she also knew exactly what I was talking about when discussing fragrances that I like. I told her my favorite notes (vetiver, woody, mossy and wet stone) and she knew EXACTLY what scent I would love. Didn’t even want to smell anything else. It was perfect. Also took my skin concerns into account when giving samples :,) all around a great help!!!!!
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March 2023 by J T
I live for their hand exfoliator, body balm and bougie body cleansers. I have dry skin issues and their products help alleviate dryness.
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January 2023 by Paul Hembey
Great service. Very friendly and helpful. Grest product. Definitely helped with my dry skin
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October 2022 by S O
I love that smell when I walk into Aesop - it is a mix of earthly wooden spicy fruity smell, that I want to carry with me for rest of the day. Pricey, but worth it for that refreshing all day smell that takes my mind to a remote middle eastern spice market.
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July 2022 by Andrew Wang
Matt was great there, thanks for all your help!
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May 2022 by Emily L.
I haven't had much interaction with Aesop products outside of ones that I see at fancy restaurants that carry their soaps. We came in here looking to upgrade my friend's skincare routine. They have attentive attendants that can help you out with recommending products. There's an entire sink bar to the right with several washing stations and testers set up for you. They encourage you to use their testers for everything including washing your face! A great way to full test out products. They also have some travel kits that might be good for testing out a variety of products before you pull the trigger on a full sized one. The good thing is that they do have full price listings of their products for perusal so you can compare and contrast. I did enjoy most of the scents there. I would describe them as mature and natural and that weren't harsh on the nose.
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May 2022 by Michelle L.
I haven't had much interaction with Aesop products outside of ones that I see at fancy restaurants that carry their soaps. We came in here looking to upgrade my friend's skincare routine.They have attentive attendants that can help you out with recommending products. There's an entire sink bar to the right with several washing stations and testers set up for you. They encourage you to use their testers for everything including washing your face! A great way to full test out products.They also have some travel kits that might be good for testing out a variety of products before you pull the trigger on a full sized one. The good thing is that they do have full price listings of their products for perusal so you can compare and contrast.I did enjoy most of the scents there. I would describe them as mature and natural and that weren't harsh on the nose.
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April 2022 by Caterina Quintanilla
Super great experience, it was my first time in store and the employees were very kind and took their time helping me. I wanted to browse and they weren’t pushy or forcing products they gladly let me try anything I was interested in.
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March 2022 by Sarah X
Attitude was terrible, the girl with the pony tail couldn't have been more rude. I asked for a hand cream and she showed me shampoo, hand wash, all but not hand cream. Turned out I should have asked for "hand balm". Maybe hire someone with higher intelligence.
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January 2022 by Zhujun Jiang
Poor customer service. I arrived at the store 30 min after open time. I was told the store is not open until 11am. She said the hours on the shop window is not updated after Covid. I asked if I can buy something really quick since I need to return on time for a friend's farewell lunch. She said she can't open register before cycle count is done and simply left me outside the store.
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November 2021 by Jenn Wolf
Closed during business hours.
