I am genuinely disappointed to be writing this review because I have always loved Rituals as a brand. I am a Rituals Premium member and have shopped at Rituals stores in the UK, Mölndal, and Gothenburg, where the customer service has always been exceptional. Unfortunately, my experience at the Torp store has been completely different. This was not my first negative experience with the same employee—it was the second. On both occasions, I was made to feel judged because I sometimes choose to shop online. I visit the store regularly to explore products, but I often order online because the store doesn’t always have the products I want or because the online promotions suit me better. That is my choice as a customer, and I should never have to explain or defend it. During my latest visit, I simply asked what gifts were being offered with purchases. Instead of answering my question, the first thing I was asked was, “Are you going to buy today?” I was shocked. I actually intended to buy something, but even if I hadn’t, every customer deserves to be treated with courtesy and respect. What disappointed me even more was that after I answered, the employee walked away, continued cleaning products, and left me standing there without helping me. I felt completely ignored and unwelcome. I was so upset that I left the store. I later returned only to ask for the employee’s name so I could report my experience, but even that turned into another uncomfortable interaction. I asked her name ,Instead of simply telling me name, she questioned why I wanted it and then told me that it was Rituals’ policy that employees do not wear name badges and do not give their names to customers. I found this response surprising and unhelpful, especially after the experience I just had. The most upsetting part is that I felt I had to justify myself by explaining that I am a Premium member and that she could check my purchase history. Looking back, I realise I should never have had to do that. No customer should be made to feel they have to prove they are “good enough” to receive basic customer service. I have always believed Rituals stands for kindness, respect, and creating a pleasant experience for customers. Sadly, this visit made me feel small, judged, and unwelcome. I sincerely hope this feedback is taken seriously, because no loyal customer should ever leave a store feeling the way I did.
Rapportera
