Kiko Milano — Attraction in Milan

I had a very bad experience in this store, which is a shame because it’s the only one with an engraving machine, so I don’t have much choice. Yesterday morning I stopped by to buy a few lipsticks to engrave. The staff were extremely arrogant, as if they were working unwillingly. I asked if it was possible to have the cathedral engraved, and they told me no. Later, I found out that it actually was possible — I even bought one the next day. Later that same day, I wanted to return to buy more lipsticks for engraving. It was pouring rain outside, and I was happy to make it to the store half an hour before closing. However, one very rude saleswoman told me they couldn’t engrave anything. I asked why, since there were still 30 minutes left until closing, and I wasn’t arriving at the very last minute. She told me that while the store closes at 9:00 p.m., the engraving machine “closes” earlier. This made absolutely no sense. I politely explained that I was paying for both the lipsticks and the engraving service, and also mentioned that I was flying out the next day, so I wouldn’t have another chance to come back. She literally told me she didn’t care, and that people always come saying “I’m flying tomorrow,” and she simply told me to come back the next day because she wouldn’t help me. So, in the middle of a heavy storm, I went to the store only to be turned away. The next morning, on my way to the airport with my luggage, I passed by the store as soon as it opened to finally get what I wanted. I have seen many replies from KIKO saying that they are committed to training their staff — well, it’s clearly not working. Your employees are rude, arrogant, and behave as if the store...

I was really excited to visit this specific Kiko location to experience the custom lipstick portion. Unfortunately my experience was ruined by a very rude staff member, specifically a cashier with short dark hair working on Monday October 14th in the late afternoon between the hours of 3:30-4:30 PM. Since I do not speak Italian I was unable to entirely understand what she said but the tone in which she responded was very rude towards me and was along the lines of her giving me an application to work there. This response from her was due in part to me opening a drawer to retrieve a lipstick after waiting around for staff to help me and no one came. I must have been standing at the lipstick display for at least 15 minutes before deciding to look for the shade myself. I understand the mistake made in opening the drawer however it did not warrant her ugly and rude attitude. After this I went ahead and got my custom lipstick since that’s what I went to this location for but I did not want to spend any more of my money there after being treated that way. I will say the young woman who was working the KikoID stand was very helpful and I am so happy that she at least made the last portion of my visit good. Overall it was very disappointing as I was ready to browse and spend quite a good amount of money on several products and I only got 2 items since I was so off put by the entire situation....

I heard that Kiko in Lima offers custom-printed lipsticks, but when I went there, they said they couldn’t print the Milan Cathedral design. So, we came to this Kiko store instead and picked out five lipsticks. While waiting in line, the sun was scorching, and I started feeling dizzy from the heat. I stepped inside to cool down in the shade, but within less than a minute, a very thin, long-haired female employee told me to go back outside. I explained that I was overheating, but she insisted, 'Everyone else is waiting outside.'

Then my nearly 70-year-old mother came over and offered to stand in line for me. The employee muttered something in Italian to her colleague, shrugged, and gave me a look that made me extremely uncomfortable. Forget about expecting a smile—basic respect for customers seemed lacking. I wonder if Kiko even provides proper staff training.

At that point, there were only two people ahead of me before the line moved indoors. Why force a customer who’s feeling unwell to stand outside? I believe I had every right to wait inside. I remained calm the entire time and only said one sentence—'I’m too hot'—but I still feel it’s important to address this situation. The lipsticks I bought are wonderful, and I would have definitely given a 5-star review if not for this...