Sorry, It's Discontinued
By: Hilary
Language: en-us
Categories: Society, Culture, Personal, Journals, Business, Careers, Arts
Sorry, It’s Discontinued is a podcast that highlights the reality of retail and takes you behind the counter of the luxury beauty, fragrance, and fashion retail world. Hosted by Hilary, a former business manager with over 25 years in brands like Chanel, Tom Ford, Clarins, and Prescriptives, this show is full of retail stories and insider perspectives from Hilary and fellow Retail Warriors who know first hand what retail is like.The first 10 episodes introduced listeners to some of the incredible people working in the industry. Now, the podcast shifts deeper — into the real experiences of what it’s like working...
Episodes
Back of the House: Fit, Safety & First Impressions
Jan 08, 2026Retail can look effortless when you walk into a store you love — but the truth is, it’s powered by real people working behind the scenes.
In this episode, Hilary spotlights three vital Back of the House departments in luxury retail: Alterations, Loss Prevention, and Visual teams.
From the tailors pinning and stitching confidence into the perfect fit, to LP associates monitoring patterns and protecting store safety, to visual teams shaping the shopping experience before a single word is exchanged — these are the experts who keep retail running, launching, and moving...
Duration: 00:20:11Goodbye Monday Minis, Hello Thursdays — A SID Update
Jan 06, 2026In this quick SID update, Hilary thanks listeners for supporting her Monday Mini episodes and shares a new, sustainable release plan: one episode every Thursday, plus bonus episodes occasionally when inspiration hits.
A reflection on retail burnout, creative ambition, and honoring the time listeners give when they press play.
Includes a beauty spotlight featuring the Haus Labs Coral Highlighter, a personal favorite Hilary purchased herself — loved for its soft, radiant, skin-like coral glow.
Thank you for listening, celebrating retail stories, and supporting the people behind the co...
Duration: 00:05:54Behind the Counter: National Makeup Artist Events, Team Pressure & Changing Beauty Culture
Jan 01, 2026National Makeup Artist events were once high-budget, multi-day retail productions built to spotlight artistry and drive beauty sales. Behind the counter, these events required massive operational planning, client booking strategy, product education, and intense pressure on Account Executives, Business Managers, and beauty teams executing the experience.
In today’s beauty retail landscape, influencer culture and social media learning have reshaped customer expectations. This episode explores how National artist appearances can evolve into smarter, education-focused, socially amplified events that support beauty associates, strengthen client loyalty, and grow in-store makeup and fragrance sales through training, trust, an...
Duration: 00:24:34The NYE Final Push: How Retail Pros Show Up When They're Exhausted
Dec 31, 2025Retail and beauty pros are in the final NYE rush — last-minute makeup appointments, rejuvenating facials, and the pressure of showing up when you're exhausted. This episode honors the emotional resilience of makeup artists, beauty advisors, and skincare professionals closing out December retail season while staring down January hour cuts and smaller paychecks. A heartfelt reminder to pace yourself, protect your creativity, and celebrate what you carried and accomplished this year. Because you can’t show up for everyone if you don’t show up for you first.
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Duration: 00:12:58The Magic of the Beauty Counter: Memories Retail Gave Me
Dec 25, 2025Retail, beauty, and fragrance quietly shape the most meaningful moments in our lives — especially during the holidays. In this personal Christmas Day episode, Hilary shares how shopping in stores, discovering beauty favorites, and the scents of home and family became memory markers she still carries today. A reflective conversation about the emotional magic of holiday retail, nostalgia at the beauty counter, and why in-store experiences matter more than we realize.
💋Have a discontinued favorite or retail story? Share it with Hilary here!
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If you enjoyed this episode, pleas...
Duration: 00:11:07What Makes a Great Retail Leader: Trust, Respect, and the Human Side of Leadership
Dec 23, 2025What makes a great leader in retail?
In this Mini episode, Hilary shares what truly defines strong leadership behind the counter — from trust and respect to emotional labor and leading with humanity. Drawing from her experience as a former luxury beauty manager, she breaks down how great leaders support schedules, use individual strengths, recognize effort, and create environments where teams feel valued and empowered.
This episode also touches on the emotional labor of retail and why compassionate, thoughtful leadership can completely change how people show up at work.
...
Duration: 00:18:34You Can’t Sell What You Don’t Have: Stock Shortages in Retail
Dec 18, 2025Stock shortages have always existed in retail — but today, the pressure they create is heavier than ever. In this episode of Sorry, It’s Discontinued, Hilary explores what really happens when stores don’t have the inventory they need, and how selling from empty shelves affects retail workers, small brands, and customer trust.
From shallow assortments and inconsistent replenishment to buyer limitations and behind-the-scenes financial decisions, this episode breaks down why “sell what you have” has become the default response — and why the people behind the counter are the ones absorbing th...
Duration: 00:15:59Retail Crew Check-In: Crunch Time & Taking Care of Yourself
Dec 15, 2025This Monday Mini is a quick check-in for the Retail Fam.
Crunch time is here, hours are longer, and the demands are heavier. This episode is a reminder to pause, check in with yourself, and remember that you can’t show up for everyone else if you’re not showing up for yourself.
💋Have a discontinued favorite or retail story? Share it with Hilary here!
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If you enjoyed this episode, please follow Sorry, It’s Discontinued on your favorite podcast app, and leave a quick rating or review—...
Duration: 00:10:05Fragrance Etiquette: What Retail Workers Want You to Know
Dec 11, 2025Step behind the fragrance counter for an honest look at the unspoken rules of fragrance shopping — the bottle sniffers, the silent walk-ups, the loud interrupters, and the customers who expect the world for a tiny purchase.
Fragrance should be joyful… but behind the counter are humans navigating goals, pressure, and the emotional weight of customer interactions.
This episode is a reminder that retail workers aren’t “less than” — and kindness matters more than ever.
What’s your biggest fragrance pet peeve? Tell me at sorryitsdiscontinued.com or @sorryitsdi...
Duration: 00:27:06Why Shopping In-Store Matters More Than Ever
Dec 09, 2025Why are stores feeling emptier?
Why are associates juggling five jobs at once?
And why does online seem to get all the perks?
In today’s Monday Mini, Hilary explains the real reasons behind the retail shift — and why choosing to shop in-store makes a bigger difference than most people realize. You’ll also learn how to support your local stores without even stepping inside.
A simple, honest breakdown of what’s happening — and how we can help.
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Duration: 00:14:59Neiman Marcus: The Dallas Store That Changed American Fashion
Dec 04, 2025In this episode, Hilary takes you back to 1907, when Neiman Marcus opened its doors under unexpected circumstances — with only one founder present on opening day. From its fragile beginnings to the 1913 fire, the ambitious rebuild, and the rise of Stanley Marcus, this is the story of how a small 50-foot storefront in Dallas became one of the most influential names in American fashion.
You’ll hear how Chanel’s visit to Dallas shaped global style, how Neiman Marcus defined luxury retail for decades, and why the Downtown Dallas flagship still matters today — especially as conversa...
Duration: 00:32:50Holiday Schedules Part 2: Black Friday, The 2000s & Retail Today
Nov 27, 2025This week, we’re diving into the real history behind Black Friday, how the 2000s pushed retail into full holiday overdrive, what it was really like inside major stores during December, and how COVID briefly changed everything. From long hours and blackout dates to the magic moments only retail workers understand, this episode breaks down why holiday schedules feel so heavy — and why joy still finds a way to show up.
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If you e...
Duration: 00:26:21Holiday Schedules: How It All Began
Nov 20, 2025The holidays feel magical for shoppers… but for retail workers, December often feels like a marathon you never trained for.
In Part 1 of this two-episode series, we’re taking a step back — way back — to uncover how holiday retail schedules were built over the last 100 years.
From the glamorous department store palaces of the 1920s…
to the bustling mall culture of the 80s…
to the big-box boom of the 90s…
We’re exploring how long hours, blackout dates, and mandatory holiday availability became the norm — and why...
Duration: 00:19:58Retail Triggers & The Toll We Don’t Talk About — with Phaedra
Nov 13, 2025it’s time to say the quiet parts out loud.
In this episode, Hilary welcomes back her longtime friend and fellow retail veteran, Phaedra, for a raw, real, and surprisingly relatable conversation about the triggers, stress, and emotional toll that come with a life behind the counter.
From morning meeting call-outs and impossible goals, to holiday chaos, demanding clients, toxic leadership, and the constant pressure to perform — we break down what retail does to you mentally, emotionally, and physically over time.
No names, no companies… just lived experiences.
💋Hav...
Duration: 00:42:45Million-Dollar Goals: What Commission Really Feels Like in Luxury Retail
Nov 06, 2025In this episode, we explore what it’s really like working on commission in luxury retail, including new sales programs like Saks Global’s Seller Success Track.
We discuss pressure, client relationships, burnout, and how sales goals impact departments like beauty, fragrance, RTW, shoes, jewelry, and men’s.
Perfect for anyone working retail, managing a sales team, or curious about the emotional side of the luxury customer experience.
Do programs that highlight top sellers help everyone… or only a few? What do you think?
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Duration: 00:18:35The Retail Mean Girl Effect: Why Culture Matters More Than Sales Goals
Oct 30, 2025In this episode of Sorry, It’s Discontinued, Hilary gets real about the “Mean Girl” energy that can take over retail counters, back rooms, and even leadership meetings — and how fear-based goals, gossip, and competition can destroy teamwork.
From luxury beauty floors to corporate sales meetings, Hilary unpacks what really happens when kindness gets mistaken for weakness — and why choosing grace, empathy, and integrity will always be the ultimate power move.
💄 She dives into how company culture shapes this behavior, what happens when fear rep...
Duration: 00:27:43The Fragrance Floor: Chaos, Charm, and Competition Behind the Counter
Oct 23, 2025You can smell it before you walk through the door — the scent of luxury, competition, and pure chaos. In this episode of Sorry, It’s Discontinued, Hilary dives into the fascinating world of fragrance: where brands battle for attention, associates fight for their goals, and every bottle tells a story.
From billion-dollar perfume houses to niche boutiques like The Scent Room in Dallas, Hilary unpacks what makes fragrance one of beauty’s fastest-growing — and most emotional — industries.
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Duration: 00:28:15The Power of the Manager
Oct 16, 2025Managers are the heartbeat of retail — the ones who set the tone, inspire their teams, and carry more pressure than most people ever realize. In this episode, Hilary explores the emotional and practical realities of leadership behind the counter — from department and counter managers to store directors.
She shares personal stories about the leaders who shaped her career — the ones who lifted her up and the ones who taught her what not to do. From emotional exhaustion to the power of empathy, this episode dives deep into what it really means...
Duration: 00:41:04The Vanishing Support System: Why Customer Service Isn’t the Same Anymore
Oct 09, 2025In this follow-up to my first customer service episode, I’m taking a deeper look at how service has evolved — from the golden age of department stores and handwritten thank-you notes to today’s fast-paced, digital-first world.
We’ll revisit the days when service meant connection, kindness, and care, and explore how the meaning of “helping people” has changed in a culture that wants everything now.
From tea rooms and beauty counters that felt magical to the burnout of modern retail, this episode dives into what we’ve lost, what we’...
Duration: 00:26:13Customer Service Then & Now: From Indulgence to Entitlement in a Digital Age
Oct 02, 2025In 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 Sep...
Duration: 00:33:02Guided by Women, Grounded in Instinct: Phaedra’s Journey
Sep 25, 2025In this episode of Sorry, It’s Discontinued, Hilary sits down with Phaedra to talk about her journey from growing up in Houston to building a career rooted in fashion and leadership. With her start at Nordstrom, Phaedra was mentored by incredible women who recognized her potential and helped shape her path—eventually leading her to become a Brand Account Executive with Nest Fragrances.
Along the way, she’s been guided by the powerful women in her personal life—her mother, grandmother, and sister—and supported by a husband and friends wh...
Duration: 00:57:31Retail Hurts: The Hidden Cost on Our Bodies
Sep 18, 2025This episode dives into the often-overlooked health impacts of working in retail, especially the conditions lurking behind the scenes in stock rooms. From dust-covered vents to hidden mold and construction , these environments can take a serious toll on the physical well-being of associates. Beyond the polished counters and luxury displays, the reality is that poor air quality and neglected maintenance create long-term challenges for those who keep the retail world running. Join Hilary as she sheds light on these hidden hazards, shares real experiences from behind the counter, and asks why worker health always seems to fall to...
Duration: 00:23:04Break Time: Why Rest at Work Matters
Sep 11, 2025In this episode, we’re pulling back the curtain on the reality of retail and sales culture. Too often, the pressure to hit numbers pushes us to skip meals, rush through breaks, or put our own well-being last—all in the name of keeping the floor running. But are things really improving when it comes to how companies value rest?
Join me as I share personal stories and real talk about the culture of breaks, the hidden ways we shortchange ourselves, and why taking time to breathe isn’t just about getting paid—it’s about pr...
Duration: 00:31:55They Came, They Saw, They Didn’t Say Hello: When Corporate Visits Miss the Mark in Retail
Sep 04, 2025In this episode of 'Sorry It's Discontinued', host Hilary delves into the often overlooked experiences of retail employees during store visits. She shares personal anecdotes and insights about the anticipation, preparation, and emotional toll these visits can take on staff. The conversation highlights the importance of acknowledgment and appreciation from management, as well as the labor rights of employees in the retail sector. Through engaging stories and reflections, Hilary emphasizes the need for recognition and respect in the retail environment, advocating for a more humane approach to employee treatment during visits.
🎧 Love the...
Duration: 00:29:08The Most Expensive Thing in Retail: Your Peace of Mind
Aug 28, 2025Retail work isn’t just about selling products—it’s about showing up every day in environments that can feel unpredictable, stressful, and sometimes unsafe. In this episode of Sorry, It’s Discontinued: Behind the Counter, Hilary pulls back the curtain on the real cost of retail: safety and peace of mind.
From the psychological toll of shoplifting and workplace violence to the anxiety of extreme weather shifts and the constant cycle of turnover, retail workers are carrying far more than sales goals. Many live with trauma, stress, and mental h...
Duration: 00:39:36Morning Meetings: Motivation or Misery?
Aug 21, 2025In this conversation, Hilary discusses the complexities of workplace dynamics, particularly in retail settings. She emphasizes the importance of employee recognition, the challenges managers face in motivating their teams, and the need for a consistent positive company culture. Hilary also shares her experiences with sales goals, stock management issues, and the mixed feelings employees have towards meetings. Ultimately, she highlights the significance of creating a supportive environment that fosters collaboration and motivation among team members.
💋Have a discontinued favorite or retail story? Share it with Hilary here!
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<... Duration: 00:34:11The Discontinued Lipstick: Discontinued and Devastated
Aug 14, 2025What happens when your favorite lipstick shade suddenly vanishes? In this episode of Sorry, It’s Discontinued: Behind the Counter, Hilary takes you inside the heartbreak, hilarity, and pure chaos of telling customers those dreaded words: “I’m sorry… it’s discontinued.”
From the Great Depression’s “Lipstick Effect” to today’s emotional (and even collectible) lipstick obsessions, Hilary explores why we’re so attached to these little tubes of luxury—and why losing a shade feels personal. She spills true stories about MAC’s cult-favorite Fleshpot, explains why brands discontinue pro...
Duration: 00:31:30Rhonda: Blending in Minneapolis, Standing Out Everywhere
Aug 07, 2025In this captivating episode of Sorry, It's Discontinued, host Hilary sits down with the magnetic and multi-talented Rhonda Jackson, a professional makeup artist with a career that reads like a beauty lover’s dream.
Rhonda opens up about her roots growing up in a small town in Wisconsin, where her grandmother's grace, her mother’s dance studio, and her father’s 1970s nightclub introduced her to creativity, movement, and glam from a young age. She shares how a move to Minneapolis became the turning point that launched her into the world of high-end beauty—starting in a lux...
Duration: 01:08:15Starr Power: Beauty, Bravery & Whole lot of Glitter
Jul 31, 2025In this episode, Hilary sits with Starr, a prominent figure in the drag community, discussing her journey from a small town in Louisiana to becoming a celebrated performer in New Orleans. Starr shares her early inspirations in beauty, her experiences in drag, and the support she received during her transition. The conversation highlights themes of resilience, authenticity, and the importance of community in the LGBTQ+ space. Plus, how makeup can connect us all.
Connect with Starr: Facebook: @ Aurora Starr (Starr Alexander)
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Duration: 00:43:08Oscar: Where Dedication and Compassion Define True Luxury
Jul 24, 2025In this conversation, Oscar sits with Hilary and shares his childhood fascination with beauty and luxury, reflecting on how these interests shaped his career in the beauty industry and growing into his authentic self. He discusses the emotional impact of makeup on individuals, emphasizing the joy and confidence it brings to clients. From his experienced in makeup with such brands as Chanel, Laura Mercier, Chantecaille and now as General Manager for Jentry Kelley cosmetics in Houston, his impact has inspired many. His artistry is one that comes with dedication and the love of making a difference.
Alexa: From Loss Prevention to Future Lawyer = B@d@$$
Jul 17, 2025In this conversation, Alexa shares her journey from her first job interview at a major company to her experiences in loss prevention. She discusses the importance of team dynamics, the training she received, and the various responsibilities she held. Alexa recounts memorable incidents involving theft, particularly focusing on the challenges of dealing with juvenile theft. She offers advice for those considering a career in loss prevention and reflects on the valuable experiences gained during her time in the role, emphasizing the sense of community and support among her colleagues. @alexa.campbell
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Duration: 00:52:35Jazmine: When Vision is Just the Beginning
Jul 10, 2025In this episode of Sorry, It's Discontinued, host Hilary engages in a heartfelt conversation with Jazmine, a talented makeup artist and beauty professional. They discuss Jazmine's journey from New York to Houston, her experiences in the beauty industry, and the challenges of balancing work and personal life. Jazmine shares her insights on building client relationships, navigating luxury retail, and the importance of self-advocacy. The episode also touches on product recommendations and advice for aspiring beauty professionals, culminating in Jazmine's exciting upcoming trip to Paris. Instagram @jazminedavonbeauty, TikTok @thatjazmine
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Duration: 00:48:02Philip: Milliner Mastermind, Magical Human
Jul 03, 2025In this engaging conversation, Hilary interviews Philip, who shares his journey from Buffalo, New York, to Texas, and his diverse experiences in the retail and beauty industries. Philip discusses his early career at Macy's, his studies in millinery at Central St. Martin's, and his transition into interior design. The conversation highlights the importance of community, personal growth, and the challenges of commission-based sales. Philip also shares insights on vintage shopping and offers advice for aspiring professionals in creative fields. @philiphannel
💋Have a discontinued favorite or retail story? Share it with Hilary here!
<... Duration: 00:51:17Kenneth: Art, Style, Heart
Jun 26, 2025In this episode, Hilary and Kenneth explore Kenneth's journey from Hong Kong to the US, discussing cultural transitions, the impact of retail experiences, and the importance of kindness in customer service. Kenneth shares his passion for art and fashion, reflecting on how these elements shape his identity and career. The conversation also touches on the evolving nature of fashion and personal style, emphasizing the freedom to choose one's own path in a diverse world. @theoveritas
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I...
Duration: 00:49:48Olga: Retail Royalty
Jun 19, 2025In this episode, Hilary and Olga discuss Olga's journey in the beauty industry, from her beginnings as a bored housewife to becoming a successful business manager of numerous beauty brands. They explore the importance of mentorship, building a clientele, and the challenges faced in high-pressure environments. Olga shares her experiences at Neiman Marcus Chanel and La Prairie, emphasizing the significance of teamwork and mental health. The conversation highlights the joy of freelancing and the necessity of embracing change, ultimately highlighting the passion that drives success in the beauty industry. Facebook: @Olgareza. Instagram: @reza_olga
💋Hav...
Duration: 00:39:03Cole: All Heart, All Hustle, Always Inspiring
Jun 12, 2025In this episode of 'Sorry, It's Discontinued', host Hilary interviews Cole, a multifaceted individual with a rich background in culinary arts, fragrance, and retail. Cole shares his inspiring journey from moving to Houston from Vietnam at the age of 16, navigating cultural adjustments, and pursuing his passion for food and hospitality. He discusses his experiences in culinary school, working with renowned chefs, and the challenges of burnout in the restaurant industry and in retail. Cole also reflects on his transition to retail, the importance of mental health, and his latest venture, Cay Sauce, showcasing his entrepreneurial spirit and love for...
Duration: 00:35:07You did It Cole!
Jun 11, 2025Another sweet clip from Cole's episode that is coming on June 12th! Instagram: @colehoang, @caysauce, TikTok: @colehoang, Facebook: @Cole Hoang
Send us a text
Thanks so much for listening to today’s episode of *Sorry, It’s Discontinued.*
If Cole’s story inspired you—or if you just love hearing the real voices behind the counter—
I’d love it if you followed the show, left a review, or shared this episode with a friend. And a little note from me: I’m still learning how to interview a...
Duration: 00:00:59Cole 17yrs Later/ Full Circle Moment
Jun 09, 2025A clip of Cole describing his full circle moment. A preview for his episode that's coming June 12th! Find him on Instagram: @colehoang, @caysauce, TikTok: @colehoang, Facebook:@Cole Hoang
Send us a text
Thanks so much for listening to today’s episode of *Sorry, It’s Discontinued.*
If Cole’s story inspired you—or if you just love hearing the real voices behind the counter—
I’d love it if you followed the show, left a review, or shared this episode with a friend. And a little note f...
Duration: 00:00:38Jailyne: A True MakeUp Inspiration
Jun 05, 2025In this engaging conversation, Hilary and Jailyne explore Jailyne's journey as a makeup artist, from her early experiences with makeup during prom to her professional career in the luxury beauty industry. They discuss the challenges of maintaining creativity and positivity in a high-pressure environment, the importance of self-expression through artistry, and the nostalgia for discontinued beauty products. Jailyne shares valuable advice for aspiring makeup artists, emphasizing the need to keep the passion for makeup alive while navigating the retail world. Please forgive the First Episode Tech issues I had with the quick transition from first high school look t...
Duration: 00:39:57Color's Impact when doing makeup
Jun 04, 2025Fun clip with Jailyne and how she loves to play with color in her makeup. TikTok: @jayygarza
Instagram: @jailynegarza
Send us a text
Thanks so much for listening to today’s episode of *Sorry, It’s Discontinued.*
If Cole’s story inspired you—or if you just love hearing the real voices behind the counter—
I’d love it if you followed the show, left a review, or shared this episode with a friend. And a little note from me: I’m still learning how to interview a...
Duration: 00:00:29First MakeUp Memory
Jun 03, 2025Sorry It's Discontinued is coming this Thursday June 5th! Where I'll introduce you to Jailyne, xo Thank you for joining us TikTok: @jayygarza
Instagram: @jailynegarza
Send us a text
Thanks so much for listening to today’s episode of *Sorry, It’s Discontinued.*
If Cole’s story inspired you—or if you just love hearing the real voices behind the counter—
I’d love it if you followed the show, left a review, or shared this episode with a friend. And a little note from me: I’m stil...
Duration: 00:00:25SID TRAILER
Jun 03, 2025Trailer
💋Have a discontinued favorite or retail story? Share it with Hilary here!
Support the show
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...
Duration: 00:03:41