francesca's — Local services in Chandler

On 12/28/2021 I had a terrible experience at this store. I was belittled and berated store manager; Sarah.

Background: at approximately 16:45 I walked into Francesca's intending to exchange two items I had brought online. When I entered the store there were other customers in the queue, so I browsed around at a few items. When the queue was cleared, I waited for the cashier to prompt me. I greeted the young lady at the register and let her know that I would like to exchange two items. I took the items out of the paper bag I had them in.

It had been raining that day and the bag was wet, so I asked the young lady if she could throw away the paper bag for me. She kindly obliged to my request and we proceeded to complete the exchange.

Next to the young lady was a woman counting money and to my surprise she abruptly interrupted and stated “well, you need a receipt.” Taken aback by her rude interjection, I replied “yes, of course. I have it right here in my email.” I pull up the receipt on my phone and hand my phone to the young lady.

Without hesitation the woman, Sarah, snatched my phone from the young lady’s hand. Confused, the young lady and I look at each other. I explain to the young lady that I’d like to exchange one of the tops for a pink one I saw online. Sarah, interrupts and says “you need to go and get the top.” I am unsure of what she meant so I say “I didn’t see the color I want in store.” Sarah seemed very agitated by my response and I begin to feel uncomfortable as her body language was very aggressive.

The young lady explains to Sarah that they only have the grey color in store and that I wanted the pink one. Sarah walks from behind the counter and angrily grabs the gray sweater from the display. She walks back behind the counter and states “all you needed to do was grab the sweater so I can scan it.”

At this point, I am so shocked by her behavior towards me that I ask “are you OK?” Her response was “yes, are you?”. I explain that I am a frequent shopper at Francesca's and I had never been treated so rudely before. I stated “you are being so aggressive towards me and I am not sure why. I am very shaken right now so I going to cancel this transaction and leave”. Sarah responds“ well do you want your wet bag as well?” I am shaking so much because I’m in fight or flight mode. I state “ I would like to speak with a manager” and she responds “I am the manager and I have worked for this company for 6 years”. I request for the corporate phone number and she states “ you can find that yourself online.” I ask the young lady for help and she states that she does not know either, but I eventually find the number.

The manager was laughing as I was having a panic attack and while on the phone with their customer service department who stated that the district manager would reach out to me.

Other customers were visibly shocked. I was shaking so much that I had an anxiety attack. As a regular customers and a huge fan of Francesca’s, I have never had such an interaction as the ladies there are always so welcoming and nice. I left the store in tears and will honestly never return or shop there as long as that manager is with...

Totally recommend shopping here. There are always great deals and service! Love going into this location. The staff is always friendly and willing to help you out while shopping. They greet you upon entering the store, allow you to shop a few minutes before asking if you need help, and will even suggest some items when unsure of what to get. If you need an opinion on something you are planning to get they will give you it. Went in for gifts a few times and they had the best ideas on what to get for the people I was shopping for. The ladies really make you feel comfortable while shopping. Overall a great experience while shopping and checking out....

Came on here to rave about Candace. Had to make a quick stop for a friend's birthday in a rush. She offered so many helpful tips, directed me to exactly what I was looking for, even though I was a little vague, and basically took care of things I didn't even think to think of to get me on my way early to my event. Love this shop...