SYAZWAN SHAWN
It was my first time visiting ION TUMI, and the experience was ruined by the staff’s cold attitude (LIZ) No smile, no help, just silence and judgmental look. Truly disappointing. From the moment I entered, she seemed disinterested and dismissive. I had to wait for 20 mins before she could serve me. When I asked questions about the differences between two bags, her responses were curt and unhelpful, as if I was inconveniencing her. She made no effort to explain features or offer alternatives. At one point, she even walked away mid-conversation without excusing herself. I ended up purchasing the navigation bagpack for myself and wanted to do engravement. Throughout the engraving process, she did not even explain to me anything about the colors and fonts available and just stayed quiet. I felt like I was the SA instead. To make things worse, her body language throughout the interaction was cold and closed off. No smile, no courtesy, and frankly, no professionalism. I stood there feeling unwelcome, unimportant, and frankly a bit embarrassed that I had expected a better experience. For a premium brand like TUMI, I expected a much higher standard of customer care. I left the store feeling unvalued as a customer. Would not return for sure!! PLEASE DO SOMETHING ABOUT LIZ!!
