I could write a multi-volume book about this. They preach values and culture more than anyone I've worked for, yet, do nothing to champion a positive work environment. Many of their practices are completely backward and they think they're superior for going against the grain but really, a lot of it is just non-sensical. The CEO is an absolute narcissist who used to hold a weekly conference call so he could preach about his therapy sessions and inflate his ego. The District Managers I interacted with were like robots... everything black or white, condescending, everything by the book, entirely inflexible when when there was a business reason for something. For them, there was always one answer, and every question they asked was to lead you to adopt their perspective. I was routinely asked to make decisions that would have compromised my ethical standards. The secret shop tool there is used to instill fear in employees and as a disciplinary measure... I know a few excellent, talented managers who were let go because a mystery shopper wasn't offered a fitting room or greeted. The customer service model is counterproductive, antiquated and so, so extreme... the expectation is that you harass/heckle customers or you run the risk of a write-up. It was by far the least people-focused company I've ever worked for; there was no concen for morale, celebrating successes, or supporting or simply doing the right thing for your team. And the ones who are perpetuating all of this absolutely live and breathe AS... they're all in a bubble and it lent itself to being a most bizarre, cult-like experience for myself and upwards of 20 people I know who also parted ways with the company.
