Space NK Kensington — Local services in London

I've visited a few different Space NK stores, and this by far is the worst! My experience consisted of the following:

No greeting or help upon arrival, instead I had to listen to a Sales assistant gossip to a friend about things he should probably only be saying in private.

When a Sales assistant did finally help me, she was completely miserable throughout the whole thing - never understand why people work in CUSTOMER-FACING ROLES when they clearly hate it!

I wanted to exchange a product that I didn't have a good reaction to, and I used it for just over a week to be sure, but the way the Sales assistant responded to me over it was as if I had just stolen something. i mean, it is your policy after all, so what's the problem?

Several of the products that I did want to buy as part of the exchange were not sold in store, and instead of the Sales assistant guiding me to what could be similar, she just kept staring at me for a decision, basically as if i was wasting her time! What i couldn't understand, however, was why they didn't offer me a gift card instead? Either way i'm spending it at your store.

All in all, a rubbish experience and I certainly won't be visiting it again!

Shout out to the Windsor store though, they were brilliant, helpful, and basically everything you would expect from a retailers like Space NK, so I definitely will continue to visit this...

Not a great first impression - I bought online instead.

Staff members didn't acknowledge me or ask if I needed any help, despite clearly looking around for 5 or so minutes. I eventually went over to ask a staff member (waiting near the exit door) if they had a certain product from Aesop, she shook her head and said no. 'okaaay then' I thought and I walked back over to the Aesop range and still no help or acknowledgment. I was going to buy as I needed a gift (they'd have known if they had asked me), but as I stood there quite complexed with the different ranges and no help from your staff, I decided I'd be better off online and bought there instead!

I understand not every interaction or visit will be a negative one, but first impressions do really count. I'm sure it was just an 'off' day... but I will be reluctant to return...

I’ve been in here a few times and Its always been pretty lifeless. However I can definitely say that Leng was the most helpful person I’ve came across in this store. I went in firstly to buy make up for a brand they didn’t sell in this store - (Lisa Eldridge) in which the lady said no we don’t sell that. I was about to leave, but I mentioned to leng on my way out about my olaplex experience on my hair. He talked me through all the k18 and Virtue products and ended up buying the oil from Virture for my bleached hair.

The most important point I’m making is that I went in to buy more make-up and ended up leaving with so much knowledge about hair brands and treatments that i was left feeling positive and grateful for his time.

Please make sure you speak with him as he will give you so much information...