Le Labo — Local services in New York

I’ve had a very unpleasant customer experience with STEFAN! On 08/25 i get to the store to treat myself! Since the beginning of the pandemic I havent been in the store so I’ve been looking forward! It always usually the case for each of my visit in store! When you visit a Le Labo store, you are there for the experience, the atmosphere and especially for the customer service since you are not paying your parfume at your neighborhood rite aid and self checkout !!! STEFAN has 0% customer service skills, he is rude and very unpleasant!! During my Flash visit, he made feel very uncomfortable and not welcome! I’ve been a loyal Le Labo customer since years, I’ve visited the stores in Paris (France), Rome (Italy)... every time when I had t he chance to visit a store during my trips! And I’ve never been never this disappointed!! Usually the Le Labo employees have a certain level of high end customer service and I always felt them passionate about their job! Clearly it isn’t the case of Stefan who seems not concerned about rewarding or recognizing loyal customers! I’m not asking for special treatment but show some D* RESPECT! Because I’m not buying a gum at a random gas station! On what happened : Once I get to the store there is a 2 customers in store policy, completely normal as it the case in all the shops. So while I was patient, Stefan comes outside and ask me what I want today I tell him the parfume and the wished size! But I also tell him that I want to get in store like every body else and browse for other stuff (once you get out of the quarantine, you are excited about these things) Once I finally I get the chance to get in, I didn’t feel welcome at all!!! Again here the average price isn’t Sephora !! And don’t get me wrong I love the Labo Fragrances and all their products (candles, lotions...)! And I’ve never blinked when needed to pay ! But I don’t like giving my money to someone who treats me like sh**! I was about to buy other stuff in addition to my fragrance but as Lana K and Stefan didn’t make feel welcome at all! I just want it to leave! And Stefan was trying to calling me out ironically out loud in store in front of another customer because he misunderstood the wished size of my fragrance ! Honestly I’ve been working in the luxury retail industry for years and in different countries ! And I’ve never experienced this ! To Le Labo management : if you trying to bring back your customers in store, increase your conversion rates and data capture! You should maybe try to bring back your happy and fully trained employees in store ! Especially during these uncertain business times, I assume that every single customer could make the difference in your daily sales ! And me personally I will never come back to my favorite location if I see Stefan trough those store windows ! If you wanna enjoy a pleasant moment at this Le Labo location, ask for Xavier, who’ve been always outstanding at customer...

Some of the staff working here are terrible. When I first got into fragrance I loved Le Labo and have probably spent a few thousand at this store over the years. Whenever I'd ask if they can throw in a sample with purchase they look at me like I've asked for their first born child. I understand this is Le Labo's policy now so I won't blame the assistants for that. But the way the SA acted today was unnecessarily rude.

I walked in pretty much knowing what I would buy so I was an easy customer. I smelled a few candles, I said ok I'll take this one and that's it. The sales assistant made no attempt to assist me and seemed annoyed when I made comments about the candles I was considering.

I was going to use the balance of a gift card which I did not realize can only be redeemed online. Rather than simply tell me this, the man without saying a word SCROLLED TO THE TERMS AND CONDITIONS ON MY PHONE. 5 stars for shade!

Being an overly nice and accommodating person I said oh okok that's fine no problem and bought the candle anyway. I also have a selfridges account where Le Labo is a good 20-30% cheaper so I should have ordered from there, but I thought I'll go in for the nice store experience.

When the checkout was over he said not a single word to me but continued to stare down at his iPad. I awkwardly let myself out assuming the transaction was finished although he gave no verbal or visual cues ("thank you have a nice day" would be nice!).

He could have at least been kind, maybe thrown in a sample to make up for the gift card annoyance. But instead he made me regret spending the extra $20 to buy in store and feeling like a push over idiot for not having stormed out of there.

I realize retail is not an easy job and we are going through hard times, so I try to be as kind and accommodating to everyone I interact with. But it goes both ways. If you hate people so much maybe you should be a tax collector or parking...

Avoid this location, quality of service at the Wburg location is well worth the added journey.

I bought a $250 perfume here Saturday, staff was cold and sold me a sealed box. I took it home and when I opened it I discovered it was the wrong scent, even though the label was correct. I called the store to let them know, and they said it can take "24 hours to two weeks for the scent to develop", even though I insisted I knew their scents and this was the wrong one. The next day I called the Wburg location, the man on the phone was much nicer, said these mistakes sometimes happen, but that unfortunately I would have to take it back to the Soho location. I returned to the location and let the cashier know that I thought it was the wrong scent. She asked me to hand her a sample stick from behind me so she could smell the perfume. I did. She sprayed it, smelled, and confirmed it was a different perfume. She offered a brief apology in a flat tone while looking at her computer and proceeded to mix a new perfume for me. She handed the bottle back to me without a box, I asked for a box, she handed it to me. I asked if they could give me samples. She said samples were for sale, not free. I insisted given the inconvenience they caused me, and with an annoyed air she handed me one single sample.

I haven't experienced customer experience so terrible in quite a while....