Aesop Stanford - Palo Alto, California

Emily W.

Disappointing and Uncomfortable Experience

I walked into Aesop Palo Alto excited to do some last-minute Christmas shopping, but I walked out feeling dismissed and discriminated against.

The store wasn’t busy—just me and a white couple ahead of me. They were treated warmly, asked thoughtful questions about their skincare needs, and given generous deluxe-sized samples. When it was my turn, I wasn’t greeted, wasn’t asked a single question, and felt rushed out without so much as a sample—or even basic courtesy. The difference in treatment was hard to ignore and left me feeling unwelcome.

This happened on December 23 around 5 PM. The employee, an Asian male, was attentive and friendly to the couple but noticeably cold and dismissive toward me, an Asian female. I don’t care about the samples, but I do care about fairness and respect. I hope someone looks into this because no one should walk away from a shopping experience feeling like this.

RJ M.

I have been shopping here for the past two years, and recently I have experienced a severe, worrying decline in store quality and service in the past few weeks.

On 31 March, after visiting the San Jose store to refill on a product, I realized they have supplied me with the incorrect product during the pick-up. I thought to go to Aesop in Palo Alto that same day—yes, Easter Sunday—because the location was listed as open. Got to the location to a locked door and lights off. They were closed. A single product mishap and neglect to list correct hours on Google landed me to wasted gas. For a brand to be sustainability focused, this is disappointment for many reasons outside of this. In the past six months, this has happened twice. The first occurrence was because they were short staffed; I had to call in order for them to leave the back room to unlock the front door.

Moreover, last week on 24 March, I visited the store to learn they were completely out of pumps for all cleansers. To not use pumps for such products often entails using more product than is needed. Was recommended to go 30 minutes south to San Jose for this, the stock of which there may have been unknown also (and also not convenient considering I am a Palo Alto local). Consultants provided no ETA or next shipment dates. Sample selections—although understandably customary—were astonishingly depleted. Together both observations have convinced me that stock mishaps are a new issue for this location.

Below is a five-star review I had left from December, before the shocking decline in store quality and service.

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In the past year and a half, I’ve only had exceptionally positive experiences at Aēsop in Palo Alto! Kind consultants, notably Meghan and Kelsey, made me feel like a valued customer at each visit by remembering my name and by providing expert advice on the Aēsop product line and skincare writ large. The welcoming and inclusive atmosphere added to the overall positive vibe of the store, a retail experience unlike most to be had, at least in America. Special mention goes to store manager Cindy, who went above and beyond by helping process a replacement for a damaged product when my adhesive Aēsop skincare shelf fell in the middle of the night, shattering several serums I owned. Such outstanding customer service truly sets this Aēsop store apart. Please stop by, and you’ll see what I mean!

Eternal B.

Josiah is the best - he got me exactly what I needed!!

Penny B.

I had the best experience 🙂 Grace was so attentive and sweet and helped me find exactly what I needed, the store was beautiful too!

Ula Z.

I am always overcome by a sense of peace when I walk into Aesop. This new store is open, airy and neutral in tone. Very relaxing. The scent is always very mild and never overpowering for a store that deals with many scented products and aesthetic is always clean and friendly.

It is often difficult not to spend too much at Aesop, but if I have a goal, I do ok!

The Stanford store staff are really lovely - friendly, helpful and respectful of personal space. I will be returning to this store, even though there are others closer to home.

Accessibility: This store is accessible to those with walking aids and wheelchairs. It is uncluttered and single storey. As mentioned, mild, natural scents are present.

Sheena Z.

The customer services make people feel so uncomfortable. It feels like I walked into a luxury brand, they don't even want me to touch their product. I don't know what makes them so proud when working at Aesop.You can't say exactly anything wrong with the services at this store, but the way they look at you and the tone Says everything. Will never come back to this store again.

B A.

I had a woman named Phoebe help me find a gift for a friend today. Her polite service made my shopping experience comfortable. Thank you!

Njambi K.

Meghan is the most amazing person you’ll ever meet at this company. She was so helpful and introduced me to some of the awesome products. She is an indispensable employee that the company should be grateful for. I truly hope the company values what she does for the company