Disappointing Experience - Poor Customer Service and Completely Unprofessional Behavior by the…read moreOwner
I have shopped at Buttonhole in Pleasant Hills several times over the years and have purchased a variety of items. I always enjoyed browsing the store and never anticipated having such an unpleasant experience with the owner. Unfortunately, after what happened during my most recent visit, neither my daughter nor I will ever return.
During my visit, I found a silver bracelet with what appeared to be a buckle-style clasp. Since it had no price tag, I asked the owner how much she wanted for it. She said $10, and I asked if she would accept $7. She agreed, and I placed the bracelet on the checkout counter while my daughter and I continued shopping.
My daughter found a crochet sweater top she wanted to wear with a skirt she was purchasing. We noticed a small hole right in the front of the sweater. I told her I could easily repair it at home, so we decided to purchase it anyway. When we returned to the checkout, I pointed out the hole to the owner and asked if she would consider a discount. She offered $2 off, which I accepted.
We purchased the sweater, skirt, a couple of holiday pillows, shoes, and the bracelet. I paid for everything and left.
Later that day, I went to put on the bracelet and discovered that the clasp would not fasten. In other words, the bracelet was defective and could not be worn.
The following day, I returned to the store with the bracelet and receipt to request a refund. The employee working at the time told me she did not have the authority to handle the matter and that I would need to speak with the owner. She asked me to return the following day. I even provided my name and phone number.
The next day, I returned with the bracelet and receipt. When I entered the store, the owner was at the checkout counter speaking with another customer. I stood behind that customer and waited my turn.
What happened next was unbelievable.
While I was standing there, I heard the owner telling the customer about a woman who had come into the store wanting a refund on a bracelet she had negotiated a lower price on, and who also had the nerve to ask for a discount on a sweater with a hole in it.
I was absolutely stunned. I was standing right there, waiting to speak with her, listening to her make a story out of my shopping experience and portray me as someone who had done something wrong by negotiating a price and asking for a reasonable discount on damaged merchandise.
I finally spoke up and said, "That's me you're speaking of. You should be ashamed of speaking about a customer that way."
The owner then told me that the store has a NO RETURN POLICY. I understand that stores can establish their own return policies. However, that was not what her employee had communicated to me the previous day. I had simply followed the employee's instructions to come back and speak with the owner.
To be fair, the owner did return my $7 for the bracelet. I am acknowledging that because I want this review to be completely honest. But returning my money does not excuse the way she chose to handle the situation.
The issue was never about the $7. It was about the owner's behavior.
I was a returning customer who had purchased several items. I had not demanded anything, argued over prices, or behaved disrespectfully. I negotiated the price of an unmarked bracelet, which the owner willingly accepted. I pointed out a hole in a sweater before purchasing it and accepted the discount she offered. When I discovered that the bracelet did not work, I returned with my receipt and followed the employee's instructions.
And somehow, this warranted the owner making me the subject of a disparaging conversation with another customer?
What kind of business owner thinks it is appropriate to stand behind a checkout counter and gossip about a customer who is literally standing in line waiting to speak with her? It was embarrassing, insulting, and incredibly unprofessional.
The other customer who was standing at the counter appeared so uncomfortable that she quietly slipped away and left the store. I cannot imagine what impression that interaction left on her, but I certainly would have questioned whether I wanted to shop somewhere where the owner speaks about customers this way.
There is a difference between having a store policy and having the courtesy and professionalism to communicate that policy respectfully. There is also a difference between discussing a business matter privately and ridiculing a customer in front of another shopper.
The owner's conduct demonstrated a complete lack of discretion, courtesy, and respect for the very customers who support her business.
I have shopped at Buttonhole multiple times in the past, but this experience has permanently changed my opinion of the store. My daughter and I will not be returning, and I would certainly think twice before recommending this establishment to anyone.
A $7 bracel
