Yesterday, on my way to a hair appointment, I walked past Little Burgundy and noticed several pairs of Ugg slippers displayed along the side wall. They caught my attention, so I stepped inside to take a closer look. Although there were a few other customers in the store, it was not overwhelmingly busy, yet I received no acknowledgement or assistance. This was especially notable because Little Burgundy is not the only store in the mall carrying these slippers; multiple shoe retailers nearby offer the same products. In a competitive environment where identical items are widely available, customer service is what truly differentiates the shopping experience. Because I received no proactive engagement during my morning visit, I left intending to continue my search at other stores after my appointment. After my appointment, I returned in the afternoon specifically to price-check before exploring other options. I did not expect a dramatically different experience, but what followed was a complete contrast, entirely due to the exceptional service provided by an associate named Tessa. From the moment she greeted me, she demonstrated professionalism, operational awareness, and a commitment to creating a seamless, customer-focused experience. When she saw that I was struggling with my boots and I mentioned that I have dexterity issues, her empathy immediately kicked in. She assisted me in removing my boots with care and discretion. When I requested a shoehorn, she promptly retrieved one, allowing me to try on the slippers comfortably while maintaining my independence and dignity. When I mentioned that I would be using insoles and asked if the store sold them, she went and brought out a pair for purchase. Observing that they would need to be cut to fit the slippers I was trying on, she took the initiative to source a trial pair that allowed me to experience how they would fit in-store. Later, when I asked if she could help trim them to size, she did so willingly, ensuring a perfect fit and completing a thoughtful, consultative solution. When Tessa introduced the care products, I expressed interest in purchasing but mentioned that I have a dog at home and asked if she could spray them for me. She immediately took them to the back and applied the protective spray before I left, going above and beyond at every step. Because of her proactive engagement, attention to detail, and dedication to creating a one-and-done experience, I left the store with all three items: slippers, insoles, and protective spray. Had she not demonstrated this level of initiative and customer experience excellence, I likely would have purchased only the slippers and sourced the other items elsewhere. Her service directly influenced my purchase decisions and ensured not only my satisfaction but also long-term customer retention. Her actions reflect exceptional customer service, consultative guidance, active listening, empathy, problem-solving, initiative, operational awareness, follow-through, and leadership potential. In a market where multiple stores carry the same products, her professionalism and dedication create a meaningful, differentiated experience. What began as a simple price check became one of the most memorable and positive retail interactions I have had in years, entirely because of her skill, empathy, and commitment to exceeding customer expectations. Little Burgundy is fortunate to have an associate of her caliber, who not only ensures immediate customer satisfaction but also builds lasting loyalty and trust. She has set a standard of service that guarantees I will return for future purchases of slippers, boots, and related products. PS – Tessa dear: If you have a LinkedIn profile, please first send me a connection request. Once we are connected, you are welcome to send me a recommendation request, and I would be delighted to write one for you.
I bought a bag and was told it had a lifetime warranty. But the bag quickly lost its shape, the color faded with scratched and the buckle got damaged. Because it became loose, my laptop even broke while it was inside , and the bag was never dropped. The store refused to help and told me to contact Herschel directly, but Herschel also denied my claim. I’m not asking for compensation, just to exchange it for a more protective bag. I really hope someone from Herschel can review this case, I trusted this brand and just want to stay a happy customer. Also I paid $130 for that bag in the store but in the Herschel site it is $100
Went in in need of a good every day black shoe not only did Kenny pull every single option they had but she managed to find the perfect pair while making it a fun experience with lots of laughter and joy!!
I was helped by Kenny and she was an absolute angel!! She was so patient and accommodating!! I loved the sneakers I ended up getting! The whole team is just so welcoming and friendly! I'll definitely be back in the future to grab more shoes!! Thank you Kenny✨️
The staff at this location were nothing but amazing, for there polite customer service on the phone and also staying true to ensure that their customers get the shoes that they were looking for. A big shout out to Tessa for her great service. Thanks and Merry Christmas!!!
I had help from an employee named Kaylen (I hope I spelled that right) with finding a certain pair of New Balances in my size; unfortunately, there were none but she helped me find another pair in a different colour that I loved just as much?↕️
The manager is beyond helpful! Took my defeet (see what I did there) and got me exactly what In needed delivered right to my door. Thanks again for an amazing customer experience.
Little Burgundy is a Canadian Shoe Store based in Oshawa, Ontario. Little Burgundy is located at 419 King St W #2035, Oshawa, ON L1J 2H9, Canada.
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