I’m a big fan of Eme Studios and have been a loyal customer for quite some time. I travel to Spain around twice a year, and whenever I’m there I always shop at your stores. On my last trip, I visited the stores in Valencia, Barcelona, and Madrid, and made purchases in all three. I’ve also ordered online in Spain, and the experience was excellent: delivery took only two days and everything was perfect.
I’ve also ordered from Brazil several times. Shipping has always been fast, although the import taxes make it very expensive. Even so, I continue to support the brand whenever I can.
The only point I believe needs real improvement is the in-store customer service. The Valencia store was the exception, where I had a positive experience. However, in Madrid and Barcelona, especially Madrid, the service felt disappointing. The staff can be polite and friendly, but they often don’t seem truly attentive or focused on the customer experience.
For example, while I was in the fitting room in Madrid, I asked for a smaller size. One sales associate had the item in his hands but kept chatting and laughing with another colleague for quite a while before bringing it to me. It made me feel like helping the customer was not a priority.
I also don’t think this is only my personal impression. Whenever I talk to friends from other countries who also shop at Eme Studios, they often mention the same issue with the in-store service in Spain. I don’t know if this is considered normal locally, or if I’m comparing it to the customer service standards I’m used to in Brazil, but this perception is very consistent among international customers I know.
I genuinely love the brand, the products, and the online experience, but I believe the stores would benefit from stronger customer service training. Sometimes I hesitate to shop in-store because I expect the experience to be frustrating, and I would love the in-store service to match the quality of the brand.
