Maritza A.
1/5
1/5 Stars - Disappointing and Horrifying Experience at Zumiez, Glendale, AZ.
I recently visited Zumiez at the Glendale Arizona—Tanger Outlets location and was horrified by the unacceptable behavior of the staff, Donovan and Andrea (managers). As a paying customer, I was subjected to racial profiling and humiliating treatment.
Upon entering the store, I was immediately scrutinized by the sales associates, who seemed to assume I was a potential thief even though I spent more than an hour with my children who were eager to buy clothes for the holiday season. When I approached the checkout counter to pay for my purchases, the cashier made a derogatory comment because I questioned why I was getting overcharged for a deal that they had of buying 2 pairs of pants and 2 shirts for $125 since they were trying to charge me more than $30 extra. He laughed and said, “You are pathetic, if you can’t afford it then get out of my store, we have the right to refuse service to anyone.” The associate then grabbed everything out from inside the bag and threw it to the side. I took out my cell phone and began to record immediately because I couldn’t believe how I was being treated by this associate. As soon as I started recording he began to say that I was being rude and turned it on me, and yelled to get out of the store and that he would be calling security. Since my children had already spent an hour trying on outfits, I didn’t want to leave with what they had already chosen therefore I said that I would be paying but that I needed his manager's contact information so that I could let them know how I had been treated and that they were not respecting the store prices by overcharging their customers. After that, he called his manager Andrea and she said that the prices had just changed a month ago and that they were set as they were charging them. I told her that it wasn’t the first time that I had come to a Zumiez and gotten the same deal and that the price that they were charging was not right. Again, I said that I would pay but that I would be contacting Zumiez because they were not respecting the advertisement. So I asked him if we could proceed with the purchase and if he could please place everything back in the bag. Donovan then said, “I am not going to place anything back on the bag until you make your payment because you might run away with it.” I couldn’t believe that he had just said that I would steal and "take off" with the bag and said that what he was doing was profiling and that it was unacceptable. He then said that he was Mexican and I chuckled because I couldn’t believe that he was turning it back on me since I am Hispanic. His manager Andrea backed him up over the phone and said to cancel the order and to call security therefore I left shaking because I couldn’t believe that as a paying customer, I was getting treated in such a disrespectful manner in front of my children.
Overall, I was shocked and offended by his remarks, which were not only unprofessional but also racist in a way. It's unacceptable for a retail establishment to treat customers with such disrespect and prejudice just because of the way that we look. What made him think that I didn’t have money to pay? Was it because I questioned the advertised prices? Were my children and myself profiled the minute that we walked in?
The store's management should take immediate action to address this issue, providing training on diversity, inclusion, and customer service. Until then, I would advise others to avoid this store and take their business elsewhere.
Recommendations:
1. Provide diversity and inclusion training for staff
2. Implement customer service standards to ensure respectful treatment
3. Address and prevent racial profiling in the store
Will I return? No, I will not return to this store due to the unacceptable treatment I received.
Advice to others: Be cautious when visiting this store, and consider taking your business to establishments that value and respect their customers.
