Beautiful Products, but Unfortunately Disappointing Customer Service…read more
I really wanted to love this store. Cartoleria Pantheon has a beautiful selection of products, probably the best variety of leather goods and gifts we've seen while shopping in Rome. The leather quality is excellent, the store is charming and well-organized, and there are so many lovely things to choose from.
We actually visited twice. Yesterday, we were greeted by a wonderful lady who was kind and welcoming. We were excited to come back today and make our purchases.
Unfortunately, today's experience was completely different.
We purchased several items, including two leather bags and gifts, but the employee assisting us, Antonio, made the experience unnecessarily uncomfortable.
While we were shopping, he stood very close to us rather than giving us the space to browse comfortably. Things became especially unpleasant when we started making our purchases.
We first purchased one bag and requested engraving. Antonio told us it would take approximately 40 minutes, which we were completely fine with. I then told him I wanted to browse for another bag while we waited, and he agreed.
When I returned to purchase the second bag and request engraving, I asked to see the engraving options one more time before making my final decision, but he was dismissive and didn't properly show them to me. When we tried asking simple questions about how the engraving could be done, he appeared visibly annoyed and impatient.
Then, in a very rude and disrespectful tone, he told us to "hurry up" because the engraving factory was about to close.
What made the situation even more frustrating was that the engraving he initially told us would take 40 minutes was actually completed in less than five minutes. We were still standing at the checkout counter when another employee brought the finished items back. So not only did we feel rushed and uncomfortable, but the entire situation seemed completely unnecessary.
I absolutely understand that employees have closing hours, and I respect that. However, there is a polite and professional way to communicate this to customers, especially when they are purchasing multiple items and simply asking reasonable questions about personalizing products they are paying for.
What makes this experience particularly disappointing is that the products themselves are genuinely beautiful. We spent time choosing items we loved and were excited to take home something special from Rome. Instead, we left feeling rushed, uncomfortable, and disrespected.
I sincerely hope the owner reads this feedback and takes it seriously. The contrast between the lovely employee who welcomed us yesterday and Antonio's behavior today was disappointing. One employee made us excited to return, while the other made us question whether we would ever want to shop here again.
It's genuinely sad because this store has so much to offer, and I would have loved to recommend it wholeheartedly. Unfortunately, beautiful products and excellent craftsmanship cannot make up for poor customer service. Customers should feel welcome and appreciated, not like an inconvenience simply for wanting to make a thoughtful purchase.