Posted by Anonymous
Dear New Balance,
I am writing to share my experience with your "Factory Store", in San Marcos, Texas.My wife & I decided we would drive up from San Antonio,to get away from the madness of the week we had.
I work 10 hour days, providing the BEST care for my physical therapy patients,who just happen to be
veterans,from various wars.When I get home, I am physically, mentally & spiritually exhausted.
I rarely leave my home because it takes time for me to decompress. Today my wife convinced me to drive up to New Braunfels to the Farmer's Market, & then to your outlet factory. I figured ok, sounds harmless & maybe we'll have a nice time.
While in New Braunfels, we decided to eat breakfast at Krause's. I will say, the food was good, but unfortunately we waited forever because someone lost our order. Ok, so we survived that.
On the way to your store, we narrowly missed getting T-boned, by a guy in an SUV who was driving like a maniac.Mean time, the heat is outrageous. By now, I am questioning my decision to make this God forsaken trip. I am ready to go home.I told my wife, I need someone to just be nice & just meet my needs.
Once again, my wife convinced me to stay the course, for we are so close & I am in desperate need of shoes.My wife says "come on, we will be in & out." So of course, I folded.
As I walk across the lava like pavement, in my mind I imagined being greeted by friendly, kind employees, who know that I have just had the day from hell. As we enter, the fresh air encompasses my sweaty body & I feel myself relax & say "Yes! This is going to be a glorious moment,that I deserve.
As we enter the store, there are several employees standing around. In my mind, I'm thinking, these guys are going to fall all over me. As I prepare myself for a greeting of great joy, I find myself feeling like I just walked in with a plaque.
Two young men were standing there, & neither of them said hello. Quickly the joyous mood changed to disappointed. No sooner did this happen, & behind us a beautiful, buffed college aged young lady & her strapping hipster boyfriend entered the store. Quickly the young man, we had just walked in front of & were ignored by,said in the most kind tone,
"Can I help you guys!" REALLY!!?!?
I promptly said out loud, "What about us!?" Suddenly a young man named Connor, quickly realized he better shift gears & save the tense, & awkward moment. From then on,the "Customer Service" was outstanding. As we checked out, we unfortunately were exposed to some technical difficulty from your register/credit card machine. But to no avail,we were saved by a kind & confident young lady named Rachel.
I believe the young man who nearly spoiled my day was named Eljan? Not sure of the spelling.My advise to young Eljan, treat ALL your customers like they are your family, because if you don't,SOMEONE ELSE WILL. By the way, we spent $227.30 It would have been more, but my wife was not as forgiving.
Thanks again to Conner & Rachel.
WOULD LOVE TO HEAR FROM YOU...