BUYER BEWARE. I 19ve been a cu...
Buyer Beware. Low quality merchandise and poor customer service.
I was a customer for over 13 years and spent thousands of dollars here annually for my business, but I started taking my business elsewhere last year because of the rapidly declining quality of their merchandise and repeated bad customer service experiences like I encountered this week.
Last week I bought 3 different pillar candles for a centerpiece. I left the wrapping and price stickers on and chose the one to keep. Since the candles were SUPPOSED TO BE returnable for a merchandise credit (they don’t give refunds – in store credit only) as long as they are unused and within 10 days of purchase, I took the 2 extras (see photo uploaded here) to the store to return and was told by an employee (Kim) that the candles couldn’t be returned because the top edges had a little rounding as if melted. I mentioned that they were like that when I bought them and that an employee and I scoured the shelf and backstock to find the best ones they had and that’s what I bought. While I was gathering several identical candles off their shelf to show her a comparison of how the the ones for sale on the shelves were in MUCH worse shape than those I bought, she went in to the office to talk to her manager, Jerry. He wouldn’t come out of the office, but apparently told her not to grant the return.
I asked to speak to Jerry directly. She said he wasn’t there, which was clearly a lie as I could see him in the office and she had just returned from talking to him (not to mention the return counter is right next to the door he would have to exit from). I showed her the condition of the other candles on their sales floor but she wouldn't budge and she became increasingly curt. She rolled her eyes and walked off.
I stood at the return counter alone for 10 minutes waiting for the manager to come out of the office (which he didn’t do -- although he was paged and took a call while I was still there so that confirmed his presence and the fact that the employee blatantly lied to me). Before I left, I picked up a couple of supplies and went to register 6 (for business and tax exempt customers), where I stood for nearly 6 minutes before using my cell to initiate a call to ask when someone could walk over and ring my purchase. When they saw me calling, they paged someone to the register, but it was nearly another 4 minutes before the person arrived after the page. All the while the other cashiers (some with no customers), just stood around and stared at me.
Nice to know that the thousands of dollars I’ve spent there over the past 13 years wouldn’t even buy me a 60 second conversation with the manager/owner. They will just have to find another high volume customer to keep them in business because this one is done. My husband even commented about how low class the store has become and how the merchandise is now worse than a dollar store with outdated and faded, low quality flowers, 1980's style wedding items, discolored candles, stained items, and low quality, odd trinkets made in China. Buyer beware.