Aesop

I have been an Aesop frequenter since post-pandemic 2021, spending thousands of dollars annually for top-notch formulations and excellent customer experience at several locations around the Bay Area. Every cent spent toward this international retailer was rendered worthless today following several mishaps with location manager Adrian. At 1 PM, I stopped by to re-stock on a parsley seed cleanser and geranium body balm. While I searched for a parsley seed cleanser, Adrian assisted with gathering the latter (I specifically told Adrian I needed the geranium leaf body balm). At the check-out kiosk with Adrian, I had asked if the parsley seed cleanser (it was an oil formulation) was the only cleansing formulation of the parsley seed line, to which Adrian said yes. Once I got home, I realised this was not the casethere was indeed a gel-like alternative to the oil formulationand I realized Adrian had given me the Geranium Leaf Body Cleanser instead of the Geranium Leaf Body Balm. As I was home 30 mins north in Palo Alto, I called this location back: Adrian corrected that he misinterpreted my question as to the parsley seed product line. Understandable. And partially no fault for neglecting to clarify. About the Geranium Leaf product mishap, Adrian was apologetic. I was told I could go to the Stanford Shopping Center, five minutes away, to swap the products. Despite Stanfords hours showing it as open, the lights are off and the door locked. My only option is to go back to San Jose. I call this San Jose locations number back to see if theyd be open by my arrival time of 6 PM. They say yes, and as to the closed Shopping Center, an associate who is not Adrian tells me because it is easier all smaller Aesop locationswith the exception of the larger San Jose oneare mostly closed on Easter Day. Why had not Adrian told me that when I called an hour earlier? I return to the San Jose location to initiate the swap. Adrian is there, apologetic yet obstinate in reasoning that it was my fault for not double-checking my purchases at check-out or clarifying my inquiries as to product knowledge. Adrian does absolutely nothing, apart from swapping my products to the correct ones, to mitigate these issues or the hours wasted on this $100 inconvenience, not including wasted gas. A shame to the Aesop brand that a single store manager is able to perform below the expectations of even its newest, comparatively lower paid associates. After today, I will cease all personal business to Aesop. A shocking decline in customer service is not worth these formulations, I have learned. This is a disappointment to the ethos of a brand whose employees performance run tangentially to its values.
Mar 26th, 2024

They have nice products and the staff there was very helpful, they helped without even asking.
Dec 24th, 2023

Nov 28th, 2023

$110.00 for little Candle is outrageous! I used to shop here, but not anymore.
Oct 13th, 2023

I love Aesop. The citrus hand soap and the hand lotion are stunning.
Oct 10th, 2023