Used to love this place but now it's more of a buyer beware situation, based on a recent…read moreexperience.
I purchased two candle holders and later got a voicemail saying I owed an additional 33 cents because they'd undercharged me. Odd amount to call about, but I was out of town and didn't call back right away. The next day I answered a call (that turned out to be from them) asking for someone else entirely. Assuming the number was possibly spam, I googled the number, saw it was Trove, and then emailed them directly, saying I understood I owed 33 cents and asking for an invoice.
They corrected me. I actually owed $33, not 33 cents, they couldn't send an invoice by email, and wanted me to call and give my card info over the phone instead. After everything already off with this (the wrong number call, the 33-cent voicemail, no email invoicing), I didn't feel comfortable reading my card number to someone over the phone. I offered to stop by in person instead, and asked in advance if they could have a receipt ready showing my original 33 cent charge, so I wouldn't be making the trip for nothing.
I rearranged my lunch break to make this happen and showed up as planned. No receipt. They said they'd emailed it, but I'd specifically asked for a printed copy, the least they could do given this was their error to begin with. That request took several days notice and still didn't happen. Their printer was "acting up," so I got no receipt for the original charge and none for the new $33 charge, either! An error on their end turned into a special trip, wasted time on my lunch break, and still no paperwork to show for any of it.
Disappointing customer service, especially when the customer is the one who has to burn their own time fixing your mistake.
Edited to add, following their reply:
I was never contesting the dollar amount being charged. I was happy to pay for what I purchased.
I stated that they asked me to call in my card over the phone.
I addressed why I was uncomfortable with doing that, and had asked for a way to provide payment electronically.
When that option was not available I offered to come in.
My disappointment is that despite their error, the wrong amount owed left on my voicemail, a random "wrong number" phone call from them, and inability to accept payment over something like square invoicing / Venmo / etc., all I asked for was a printed receipt. If someone has to make time to come in and fix your error, it's the least you could have done. I'm now even more disappointed in them after this response.
