Rude Employees and Inadequate Service

On February 12, 2008, I visited the Shoe Pavilion's Burbank location. The service was inadequate. After waiting several minutes for the cashier, Isabell, who was busy socializing with her co-worker to acknowledge me, requested a product search from another location. She advised that she was not allowed to call another store for me. When asked if she could check the stock room for the item she reluctantly called an associate but advised that they do not have a stock room. I am further disturbed by the failure of their Corporate office to acknowledge the complaint. I spoke to a Lori at (818) 907-9975 on April 29, 2008 who advised that she would forward the report to Kim Ju, Burbank District Manager and would have him follow up with me within 48 hours. When I inquired as to the reason no one contacted me from my initial report of the incident on their website and via email to jseiler AT shoepavilion.com, Lori advised that the company does not respond to complaints filed at the website. Odd, since it specifically indicates at the website to file any complaints or issues. It has been more than 3 months and no one from Shoe Pavilion has extended the professional courtesy of a reply, not to mention a resolution. Based on the lack of follow up from the Corporate level, I understand the attitude of the employees on the store level. It appears that it is encouraged to disregard the consumer. The entire experience implies that Shoe Pavilion customers are viewed as an inconvenience rather than valued customers. I have taken my business to their competitors and have advised my family, friends, associates and employees to do the same.

Comment On This

On November 16, 2008, I visited the Shoe Pavilion in Studio City, California. I travel with a service dog, who wears a service dog vest. An employee told me they do not allow dogs in their store. I advised her that the American with Disabilities Act 1993 states service dogs can go everywhere. She said she did not care and promptly called 911. The 911 operator told her the same thing. As such, I am filing a complaint with the Department of Justice and will not visit this store, or any Shoe Pavilion, again. No wonder they are going out of business !