Cautionary Tale: Legacy Store's Pushy Chat

I just had a truly awful time trying to find a signature hat online, and I feel compelled to share this cautionary tale. My expectation was high based on their historic reputation, but the digital shopping experience was a massive disappointment, leaving me deeply frustrated. It seems they are sadly not what they used to be. It was once a great place to experience, but now it’s like a lot of other hat stores—the stock isn’t that interesting, and when I finally managed to connect with a virtual assistant, the staff were either inexperienced or too pushy for the sale. That great experience is now utterly lost, such a shame. I felt compelled to leave a review and engage in a conversation with customer service immediately before canceling my entire cart.
Customer: I am so disappointed. I’ve been a long-time customer, but your online selection is incredibly bland, and when I finally got a rep on the chat, they just kept pushing me toward a style I clearly didn't want.
CS Rep: I sincerely apologize that your recent experience with our catalog and our chat service failed to meet the standards you expect from us. That is absolutely not the customer guidance we train our team to provide. Can you tell me exactly what hat style you were hoping to find?
Customer: I was looking for a classic, narrow-brimmed felt hat, but the chat rep insisted I purchase a heavy, loud western style. It feels like the quality experience is gone, and you’re just trying to liquidate old stock. The interesting pieces just aren't displayed online anymore.
CS Rep: Thank you for being so specific. If you adored this short article in addition to you desire to acquire details regarding http://www.oeppeo.com kindly pay a visit to the web site. I completely understand your frustration when you feel pushed into a sale rather than genuinely assisted. We are in the process of auditing our online displays and training new personnel on tailored service. I will address this "pushy" feedback immediately with the floor manager.
Customer: Honestly, I’m ready to just cancel my order and seek out one of the small independent hat stores around NYC. I feel like I wasted my time here.
CS Rep: Please don't give up on us just yet. I am going to email you a direct link to a special, unlisted archive section of our narrow-brimmed hats and offer you expedited shipping, free of charge. I would truly appreciate the chance to restore your faith in us.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.