I usually don't write reviews on businesses, however I must share my experience with dealing with Crown Trophy in Stafford, TX. I initially called the store to inquire about a trophy I saw on their website and a gentleman answered the phone. I shared with him that I was looking for a particular item and if he could turn the product around in 2-3 business days. He asked me the product name and item# and placed me on hold. When he returned to the phone, he shared with me that the item was NOT in stock and that he would have to order the item; and it wouldn't be back in time. I said fine. So we concluded the call. Well I contacted another vendor and found a similiar trophy, they didn't have the inserts so I called back to Crown Trophy and spoke with a lady by the name of Emily. I told her that I found sculptures somewhere else, however I needed inserts & engraving. She told me that they would have to basically upcharge me for the inserts and engraving since I was getting the trophy somewhere else. I shared with her that I called a few minutes prior and a gentleman told me they didn't have what I wanted in stock. So she asked what I was looking for and offered a similiar product and stated that she would take care of me - to simply ask for her when I arrived [There's a reason she stated to ask for her - just keep reading!]. So I shared with her that I would be by later that afternoon or the next day. So I knew I needed the item in a couple days, therefore I drove over to the shop that afternoon. [Fact: According to their online profile on Yelp (how I found them) and in big bold letters on their front doors, it states they close at 6pm.] I arrived at the shop at around 4:55pm and was greeted by Lisa. Lisa asked if she could help me and I asked her to speak with Emily. Then Lisa made a comment, that "yeah...Emily is the nice one!" Lisa went to the back to tell Emily that a gentleman was out front to see her. I could her the exchange between the two and Emily stated to her what I was looking for. As I perused the shop, I ran across a few items. Lisa asked what I was looking for and I shared the type of award I was interested in purchasing. Lisa said hold on let me go to the back and pull a few items. When she returned, Lisa had the 'original item' I called earlier about in hand. Please keep in mind -the gentleman stated that he didn't have the item in stock and would have to order them. I shared with her that I called earlier about that particular item and was told you didn't have it. Her response was he doesn't know what he's talking about and don't know what we have in stock. So I asked if they had four-because I needed four! She said let me check ~ she went to the back never to come back to confirm they had four in stock. She returned with all four items in hand ready for purchase. She initially told me the price was $42.21. I asked her if she included tax and she said yes. When I asked her to remove the tax because we were a tax-exempt entity, she told me that they typically need 5-7 days lead time to process order; and I questioned what purpose that had with removing taxes. I asked if it took 5-7 days to remove taxes and she told me that I would have to file with the State to get the taxes returned to me. It was clear and evident she was not listening because when I asked her to stop talking over me and listen to the question being asked, she asked me to email her the tax exempt info. After we resolved that situation, she proceeded to charge me an additional $8.00 after she was asked to remove the taxes. I failed to mention that she made comments about it being after 5pm during our interaction (I'll share why later!) She then goes to the back and is processing the order and then this guy comes out & begins to question me about the tax exempt form and tells me I was filling the form out incorrectly. I shared with him the process we use. NOTE: If he had read the form he would seen the verbiage directly under the form title to know that the information he was asking me was not needed. Rude! So as I was about to leave, I attempted to ask Lisa a quick question about a product, she told me that she couldn't help me and for me to "go to the website. It's 5:30pm and I am going home!" I was taken aback by that statement~no I wasn't. Besides, she was the one who alluded that she was unpleasant to deal with upon my arrival. Well needless to say, Crown Trophy changed their hours. That information was posted on a sheet of paper on the door with small writing. Not necessarily attractive to one entering the store. The hours on their Yelp profile and still plastered on their doors (in bold writing) says 6pm. While I am appreciative [specifically to Emily] that they completed the order, my customer experience was by far one of the WORST. This will be my first & last time dealing with Crown Trophy - I refuse to support businesses with rude/unpleasant employees or staff. Customer experience is everything! read more
