I purchased a beautiful Amethyst pendulum for $17 seven months ago. I held it a couple of times and then placed it in a box and have not used it due to personal obligations. Yesterday I took it out of the box, and it fell apart at the top section. I'm not sure if the wire was too short or why it didn't hold. I took it back to Evolve to let them know about the quality to inform their supplier, and the owner was unnecessarily rude. He said he couldn't warranty it because it's past three months. I said I understand, but it's odd for not having any use that this happened and asked how I might repair it. He said to leave the top portion off and clip the wire sticking out and use it as a shorter version. He wanted to cut the wire off. I asked him not to and said I might be able to wrap it around the ring part. He said, okay, whatever. I put it back in the bag and said it was a shame it fell apart so quickly because I really love it, then I started to leave. He inappropriately responded that it's an inexpensive piece and it is what it is. I replied that his comment was not very nice and began walking out. He said, what's not nice? I can't replace it. I turned back and told him that what he said was insensitive because the price is relative to the person, and it showed a lack of customer service. He never once said, sorry this happened. I informed him I didn't come into the store expecting him to replace it. I'm a long-term customer, and I only wanted to give him feedback about the quality to contact his supplier. He said, fine, I will. His communication revealed he sells non-quality items and doesn't care about his customers.
OMG! It only gets worse with this store's inability to understand customer service. I received a phone message from the owner asking me to call her back. When I called back, she said I heard my husband's side of the story; now I want to hear yours. I was taken aback by her talking to me as if I was a child. I said, what do you mean by my side. I wrote a review to tell you how disappointed I was. She said I saw the one-star review. I said, well, then you know about the item that fell apart in a short amount of time and that I stopped by to provide feedback for you to give to your supplier, and your husband was aloof and responded inappropriately. She said, do you want me to fix it? Her tone sounded very combative.
How hard is it to say that is unfortunate? I'm sorry that happened. Having them repair or replace it was not why I stopped in. If they were better at customer service, they would have known I was a long-time customer, and all they needed to do was recognize that and say sorry for the inconvenience. We appreciate you letting us know, and we will contact our supplier. Not once did they acknowledge I was doing them a favor by giving them feedback. I had no intention of writing a bad review, but it's not right when I tried to do something nice and received poor treatment. To make matters even worse than they already were, she had the nerve to say, "I think YOU may have misunderstood my husband." What kind of a store owner blames the customer. When I pointed that out to her, she said I'm not placing blame; I said YOU "may have." Seriously! Are you not hearing yourself. Had they been nicer, I would have taken my review down. But in good conscience, to others who buy from them, I could not. I told her my review stands, and she replied there is nothing left to be said. I lost total respect for a local store I once liked to shop.
Thanks for responding, Melinda. Much could have been avoided if I heard this response in person or over the phone. read more