Disappointing In-Store Customer Experience

This was my first time purchasing from Decofurn, as I usually shop at House and Home or Rochester. However, due to a special promotion, my partner and I decided to give Decofurn a try on 28.02.2026.

Upon entering the store, we were warmly assisted by a sales consultant, Leilani Sauls, who was friendly, attentive, and efficient. She quickly helped us locate the items we wanted and guided us to the payment point. Up until that moment, the experience was pleasant.

Unfortunately, things took a significant turn at the pay point. There were already customers waiting to be assisted, including an elderly lady, while two staff members behind the counter were engaged in what appeared to be a personal conversation. When I approached to ask for assistance, I was met with a very abrupt response, lacking even basic customer courtesy.

The consultant who assisted me, Evangelina, continued her personal conversation throughout the transaction. She handed me the card machine and simply said, “Tap or insert,” with no engagement or professionalism. During payment, I needed a moment to retrieve my PIN from my banking app, and her body language and visible impatience made the situation unnecessarily uncomfortable.

Once the transaction was complete, no guidance was provided on the next steps. As a first-time customer, I had no idea where to go and had to rely on another customer to direct me to the collection point.

At the collection area, the process felt disorganized and impersonal. Customers, including elderly individuals, were left waiting without clear communication, and names were simply called out when items were ready. Eventually, my item was handed over and stamped by security, but the overall experience felt cold and inefficient.

While Decofurn’s promotions and online presence are impressive, the in-store customer service—particularly at the pay point and collection area—is deeply disappointing. As someone who also works in customer service, I understand that environments can be busy and challenging, but professionalism and basic courtesy should never be compromised.

This experience left me feeling like just another number rather than a valued customer. Unfortunately, I will not be returning and will continue supporting stores where customer care and service standards are prioritized.