Brandy Melville - Walnut Creek — Local services in Walnut Creek

The girl on Tuesday morning shift in this store was on her phone when I entered the fitting room lobby. I asked her which room to go and it seemed like she could not hear since she had her airpods in her ears, and was ignoring me until she finished texting. The same girl was also working as a cashier since no one was covering the front, and she scanned the knit twice. I tried to tell her but she cut me off and said, "I know," which I thought was not the best way to communicate with customers. I had to cut the context but to me, this lack of kindness seemed more from lack of training, not from her personality. I think this brand really can grow on customer service training, because it probably was not easy for her to cover both fitting room and cashier just because it is not too busy. On the other hand, being on the phone in front of customers is definitely not a well-trained service or effort. Going over from top to bottom from HOW to be nice to customers to WHAT to do when customers are unpleasant would help not only people shopping here but also people who are working here. I won't be going in here anymore but I do believe they can be better by recognizing and working on these...

As a Guest Experience Manager at a busy, high-volume restaurant, I understand the value of hospitality—it’s not just a courtesy, it’s a standard. Unfortunately, my recent experience at Brandy Melville was deeply disappointing and fell far below even the most basic expectations of guest service.

From the moment I walked in, I was met with cold stares and dismissive attitudes from the staff. There was no greeting, no offer of assistance, and no acknowledgment of my presence. When I finally asked a question about a product, it was met with an uninterested and curt response, as if I were an inconvenience rather than a customer. “I don’t know because I just don’t know”

In any industry where people are the focus—whether it’s fashion or food—the guest experience should never be an afterthought. A warm welcome, eye contact, and a willingness to help aren’t extras; they are essentials. These are foundational standards that apply across all guest-facing roles, and it’s disheartening to see a brand with such a wide reach neglect them...

Okay so I normally refrain from writing bad reviews but I feel like other customers should know and be wary of a particular sales associate. I frequent this Brandy a lot, and despite other comments that I have seen/heard about customer service the girls there were usually either friendly or neutral. However, today I was shopping around and brought some stuff to the fitting room to try on. Stood there for a few moments behind girls who were folding clothes, so I asked one of them, "Can I get a room?" the girl, I believe her name is Olivia had curly hair, mild acne and thick glasses. She glared at me, counted my clothes, and after she turned around, said "Make sure you bring everything back." I literally laughed in disbelief at how rude she was. Tbh felt like a power trip? For being a sales associate at Brandy Melville? Lol either way, got out with the stuff I wanted. I like their stuff and staff is usually ok but this girl honestly deters me...