Let me start by saying, as a former small business owner, I have never written any negative reviews of any local business as service and reputation are clearly the differentiators to survive against the convenience of online purchasing. Everyone business has the opportunity to make right when customers have a bad experience, however, this is not the case with A Christmas to Remember, in Newport, RI.
I also need to point out that I have been a customer for years of this establishment and return annually for personalized and coastal themed ornaments and decorations. This year was no different, concluding with a $214 purchase of ornaments, stocking stuffers, and tree decorations, or so I thought.
The evening of my purchase, there were two employees working the store. I placed my full basket on the counter to be wrung up and at the same time, ornaments personalized. As the female employee attempted to personalize my ornaments, the male employee rang my order and commented that my order was the largest order he had rang up. I joked with him not to say that too loud as my husband was with me! He continued to process my order and answered a phone call at the same time and remarked to the caller he could not talk at that time as he was in the middle of something big. The female employee had a tough time with some of the personalization on the ornaments to the point I asked her to stop and I would do them myself when I returned home. She proceeded to tell me what I needed what supplies I needed to erase and redo what she has attempted to complete (91% alcohol and magic eraser). To this point, although I would need to purchase these supplies (including calligraphy pens) to complete what should have been a free offering of the establishment, I recognized she had tried her best, but not to satisfaction.
Where my experience breaks down is when I finally had the opportunity to decorate my tree, nine days after my purchase, I noticed the six unique tree coastal picks that I absolutely loved were not in my bag. After searching all my purchases from our shopping experience, I then called the store and that is when I had the unpleasant of speaking with Michelle, the owner of the store.
I explained why I was calling and Michelle acknowledged that the tree picks were indeed left behind, however, she also indicated I had not paid for the items and she didn't know if she still had the picks in stock. I explained to Michelle that I found that hard to believe that I wasn't charged for them as the items I had at home didn't seem possible it could add up to the amount I spent. At the time I called Michelle, I did not have my receipt in hand (my mistake). As I detailed my order to Michelle and she "rewrang" my order in the register, totaling an amount different from what I paid compared to what I had in my possession. I detailed my conversation with her employee about the largest order he had processed and she proceeded to challenge my statement as not accurate as she claimed my $214 was not a large order at all for the store. By this time, I was completely shocked and appalled that small business owner was basically telling me a statement her employee said to me could not possibly be true, insinuating I as not telling the truth. As the call continued, I found my receipt in which she kept telling me I needed for her to assist me. We concluded the call with I would return to her store with my needed receipt to show her what I paid for versus what was in my bag.
I returned today with my receipt in hand, following the instructions needed for resolution, I was totally expecting a much more apologetic and accommodating business owner. However, the experience I had on the phone with Michelle only extrapolated into a much more horrendous customer experience. I had inventoried the items I had at home, some I did not have the price as they were gifts or I removed the tag when I placed the ornaments on my tree in which I left those prices blank. Michelle did not ask me to inventory or bring my items back to the store, she said I needed my receipt. As she proceeded to tell me I didn't purchase these items, I asked her repeatedly to explain why there were 18 items on my receipt and I only had 14 items in my possession and went on to say the prices of the items I left behind did not match the prices on my receipt. So that means, I was overcharged and did not receive the items I "bought". She then said because I did not bring all my items back to the store, she would only give me 3 of the 6 items I attempted to purchase. I followed her phone instructions to a tee and finally left her store after multiple attempts without the items I purchased or the money I was overcharged.
Michelle, I left your store for the very last time and will never purchase another item from you again. Extremely disappointed in this terrible customer experience. read more
