Crabtree & Evelyn

I stopped in to check out lotions and I didn’t end up buying anything. Could I have? Maybe. But the gals at the counter were too busy chatting about getting new tires. I was very briskly greeted and didn’t hear a peep from either of the gals the rest of the time I browsed the entire shop. At a shop like this, customer service is a big part of the experience and I didn’t enjoy it at all.
I know this is a very slow paced mall so maybe they aren’t used to getting customers but when you have a customer actively browsing and trying things out, step up your game! Tell me about your specials. Ask which kinds of scents I like. Point out the clean ingredients of your nail polish which could be vegan. Give me an experience to go with your $ 24 linen drawer liners.
I will save my money for other stores.

When I first walked into the Worthington Place Mall today, I was hoping they’d have the farmers’ market. Unfortunately, I must have missed it. The mall was dead, and the person I was with said «what a sad little mall.» True, it’s a small mall and there weren’t a lot of people there, but having lived in Columbus for a long time, I knew there are many hidden gems here.
For me, Crabtree & Evelyn is one of those boutique shops that crams a lot of items into a very small space. Granted, the space is probably small because the rents are most likely astronomical in this area, but they so a fairly decent job of making due with the space available.
The store is small but nice, I enjoy many of the scents and products, and that’s why this store gets a two-​star from me and not a one-​star.
I’ve went into this location a few times over the years, and it doesn’t matter if the mall is packed or dead, the employees seem completely indifferent. Perennially.
Are they making so much in sales that they don’t even have to try? I don’t know. But when I go to any of the Columbus competitors like Bath and Body Works or Lush, customers are not only greeted, but the staff generally takes the time to explain products, sales, specials, ask if I’m looking for anything special, or just take a few seconds to connect. At this location, you are generally greeted when the store is dead, and that’s it.
Are the staff on commission? If not, perhaps they need to light a fire under their butts and switch to a compensation schedule that might –ahem– encourage them to actually engage with the customers and sell the product. I don’t like pushy sales people, mind you, but I hate to be ignored. This store feels like it’s designed to ignore customers. I always leave feeling a little icky, but with the hope that maybe, some day, it will improve.
As a vegan, some day, I’d like to feel so welcome in the store that I can ask about the products’ ingredients and manufacturing processes. Find out if the products are for me. So far, I’ve only wandered around, sniffed a few things, and walked out after 15 minutes of no connection with the staff.
I’ll pass.

When I lived down the street from this location, I used to come here all the time as my mother LOVES Crabtree & Evelyn hand lotions. Since she’s one of the hardest people to shop for, this was always a sure bet!
While I still love the products, I was not impressed with this location. Its small and cramped. The staff seems indifferent and didn’t really seem to care that I was there… until I went to walk out the door and then she wanted to talk to me about products.
I didn’t buy anything here this time even though I’ve purchased plenty in the past. Its just that nothing looked all that good with it jumbled together and shoved into such a small space.