SEPHORA ION Orchard 2hrs Click Collect

HORRIBLE customer service from a Thai girl called Tikki. Super rude. I had shopped at Sephora on Sunday and spend $300++. There was an ongoing promo that you’d get a free gift with every $150 spent. However I only saw this promo while shopping on the app on Monday. Hence I reached out to customer service online, they then mentioned they would check and eventually came back and told me to go down to ion and I can collect one. So today (Tuesday), I made an effort to come all the way down only to be told by Tikki “no more” and I tried to explain the situation to her but she kept raising her voice at me saying that she’s only trying to help and I asked how is she helping by telling me no more when I clearly saw one of the staff behind the counter take one out. She then says it’s reserved. So I asked her why would customer service ask me to come down and get it if it was out of stock since Sunday???? Waste of transport and time. She then said why don’t I go to other stores and check which obviously I’m not agreeable because they specifically mentioned ion. She then starts to blame the online guy saying that, she works at the store not the office. It’s different team it wasn’t her who asked me to come by. If you guys work for the same company as a customer I don’t really appreciate hearing this because that’s not my problem if there’s a lack of communication between two ends. I then asked to speak to her boss and managed to speak to man named Boris. Thumbs up to him. He was patient in understanding the issue and trying to solve it for me. So I really appreciated that. I know customers are not always right. But I don’t think in this case it was wrong for me to feel frustrated and annoyed + having someone raise their voice at me instead of listening before talking. That’s really a bad experience for me.

Was queuing up behind a couple who had difficulty making payment. There were 3 cashiers, Zac, Tikki and Faye at the counter. Zac was helping the couple complete the payment, but Tikki and Faye were too "preoccupied" with counting money at the counter. Not sure why they had to do that when the store was not yet closed. Both Tikki and Faye saw that i was the only person waiting for a long time while Zac was busy but didn't bother to help clear my payment first but i decided to give them the benefit of the doubt - maybe they were just too busy with their task, maybe it was really important. But when Zac was finally done, Tikki and Faye started chatting with him and they started laughing for a while despite knowing that there was just one last waiting customer (me). I understand that it's going to be closing time in about half an hour but wouldn't it be better to quickly finish up so everybody can go home sooner? Why make customers wait unnecessarily?