In this episode of Sorry, It’s Discontinued, Hilary takes you behind the counter to explore the evolution of customer service in retail—from the early days of luxury department stores with tea rooms, lounges, and unconditional returns, to today’s digital era of virtual styling, curbside pickup, and “complimentary” beauty events.
Hilary unpacks the hidden costs of pampering services like makeovers, spa days, and artistry appointments, revealing how the word free has created challenges and entitlement in modern retail. She contrasts the old-world charm of Saks, Macy’s, and Dillard’s with Sephora’s structured service model, showing how boundaries and clear expectations can transform both the customer and associate experience.
This episode shines a light on the realities associates face—from late arrivals and no-shows to commission pressures—and reminds us why kindness, respect, and boundaries are essential for a healthier retail culture.
If you’ve ever wondered why customer service feels so different today—or what it really takes to create memorable experiences in retail—you won’t want to miss this deep dive.
💋Have a discontinued favorite or retail story? Share it with Hilary here!
If you enjoyed this episode, please follow Sorry, It’s Discontinued on your favorite podcast app, and leave a quick rating or review—it really helps our retail family and fellow customers find the show.
You can also connect with me on Instagram, TikTok, and Facebook @sorryitsdiscontinued. And if you have your own behind-the-counter story, discontinued product heartbreak, or beauty industry confession, send it my way—your story might be featured in a future episode.
This podcast is independently produced and is not affiliated with any brands or companies mentioned. All stories and opinions shared are personal, reflecting the real-life experiences of those who’ve worked in this industry with heart and hustle.
Thank you for being here 💄
the website: www.sorryitsdiscontinued.com
Connect with me:
Instagram & TikTok: @sorryitsdiscontinued
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Visit www.sorryitsdiscontinued.com and scroll to "Tell Me Your Story"
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