Aesop Melbourne Airport

I am writing to express my disappointment with the service I received at Aesop (Duty-Free in Melbourne Airport) last month (24/02/2023, 10:00 am).I had previously enjoyed excellent customer service at Aesop and had always been impressed by the passion and enthusiasm of the staff. However, my recent experience was incredibly disappointing and has shaken my confidence in the brand.During my visit, I felt neglected and treated unfairly by one of your salespersons. While she was very passionate, welcoming, and with a smile with my previous customer. When that customer has left, only me in the store, but the staff never say hello to me till I asked her for help.Me: Hello, I am looking for a mask.Staff: Mask? What mask?Me: I can't remember the name, but it is a mask for moisturiser.Staff: Hmm, I don't think we have a mask. You wanna a piece of mask?Me: No, it is like a cream, that's fine, I will try to find the name.Then I found the name on the list, it is called Chamomile Concentrate Anti-Blemish Masque.Staff: Oh, m-a-r-k-e-r. Here it is.Then she left, without any introduction or description. This made me uncomfortable because she emphasised the pronunciation of 'marker.' It seemed like reading it as a 'mask' was a mistake and something to be laughed at. English is not my first language, and I have encountered many misunderstandings in Australia due to the language barrier. I appreciate the patience of most people who have shown me a lot of understanding and encouragement.It is worth mentioning that based on the phonetic transcription Masque is indeed not pronounced as m-a-k-e-r."I felt I was being deliberately ignored. And the way I was treated made me feel unwelcome and undervalued as a customer. As someone who has been a loyal customer of Aesop

Incredibly helpful and knowledgeable sales staff. Highly recommend.

this store is not 24 hours, it is only self service at night. (not advertised by salespeople in the CBD)you can come in and grab an item but after a certain time there is no one to help you in the store.the duty free shop people were not so helpful either, which makes sense as they don’t know much about aesop as they don’t work there.selection was lacking as well.

Was surprised and very happy to discover Aesop had opened a store in Melbourne airport (after immigration).The staff member serving me (Adele) was very knowledgeable, sweet and kind. I had a great experience. Will definitely go back.