Kaahal Home Tulum — Local services in Quintana Roo

The items in the shop are lovely - in fact we went in to buy a product we really liked, but we had a pretty unpleasant experience with a member of staff. My husband had petted a small dog in the shop that was perched on a cushion by the till. He had let the dog sniff his hand first before gently stroking the dog's head briefly (we own a dog ourselves) and the dog was perfectly calm and happy with being stroked. A member of staff (presumably the manager) then loudly and quite rudely in front of the rest of the customers told my husband off for stroking the dog and not having asked permission first. She seemed to not to able to guarantee that the dog would not bite and that she "doesn't want problems." My husband immediately apologised but we felt so uncomfortable that we left the shop.

There was no sign to note to not approach the dog and ultimately why have a dog in a public area that has the potential to bite? We love dogs and so my husband had gently approached the dog who was fine. Unfortunately for the shop they ultimately lost ...

My wife had a very bad experience at this shop with the manager. She simply inquired about a potential discount for buying multiple of the same artisanal items, which is a very reasonable question. She was subjected to an incredibly rude response. The manager not only dismissed her question harshly but made personal comments about her shopping habits, which is both unprofessional and disrespectful.

We told this to some of our friends, who told us they had a very bad experience in this shop the previous day.

We will certainly not be returning but I will also make sure none of my friends shop here. It’s sad to see such a lack of basic customer service. Be wary of a business that treats inquiries with contempt rather than courtesy.

EDIT to answer the manager below:

My wife and I do not shop at Zara, we avoid fast fashion like the plague, but one thing we avoid even more are store managers who have preconceived assumptions about their customers and then proceed to be...

What a beautiful home shop in the center of Tulum! After visiting countless shops selling factory reproduction souvenirs, Kaahal Home was exactly what we were searching for: an oasis of calm, selling Authentic handicrafts in beautiful neutrals and exploding colours. The quality and curation of homeware was exquisite - artistic, yet practical for the everyday and all made in Mexico.The owner, Giulia, was an absolute breath of fresh air - an antedote to the dispassionate shop attendants in Tulum Beach’s eye-wateringly overpriced commercial strip. She gave the backstory behind the artists and production of their items. For us, Kaahal Home was more than just a shop - It was an experience that embodied the essence of Tulum. Can’t wait to come back and...