Two friends and I were on a road trip from Boston to Deerfield on Saturday, November 11th. Along the way, while driving through Erving, we approached Freight House Antiques; a store I had been in about 8 or 9 times before (and really liked!). I told my friends how "great" this store is, and asked if they wanted to stop in and see all the "cool stuff" and they agreed, so I pulled in.
As we approached, both of my friends said they needed to use the restroom before we started shopping. Friend #1 saw the sign on the restroom door that said you had to buy something in order to use the restroom (which was conveniently hung right next to a clear box on the wall, where people could leave "tips"). He said he "would definitely buy something, but really needed to use the restroom first". He was then told by the lady there (not sure if she was a manger, or the owner, or whatever) that he had to buy something *BEFORE* he could get the code to unlock the restroom. I thought that was absurd, especially since we hadn't even had a chance to look around yet, but he reluctantly agreed, and grabbed a can of soda. He put the soda on the counter, went to pay with his debit card, and was informed that they "don't take cards". He had no cash on him, so he had to come and find me, and luckily I had some cash on me (but what if I didn't?).
When he was done, friend #2 said she needed to use the restroom as well. At first, I figured the three of us were there "together" so the one purchase already made would be good enough for all of us, but just to be fair, she picked out a drink to buy, but also didn't have any cash on her (and once again, had to borrow some from me). We thought this was absolutely crazy, but that was only the beginning. After her purchase, she was then told that she couldn't bring her bag into the rest room with her (something about people flushing stuff down the toilet, or whatever). She (rightfully so) said she did not want to leave her bag (with her phone, wallet, keys, credit cards, etc). with someone she doesn't know, so she had to come find us (again!) to babysit her bag while she used the restroom. I thought that was crazy - what if she needed things from her bag (makeup, etc.) as most women do, while she was in there?
This whole experience left a VERY bad impression on us - so bad, we barely even looked around after we were done with the restroom, and don't think we will ever go back. Bottom line is, there were so many better ways this could have been handled. First of all, TAKE CREDIT CARDS (and don't say there's a $5 minimum, ether, which is illegal). I totally get it, if I owned a store, I wouldn't want people constantly coming in just to use my restroom either, but requiring customers to go through all this process (and purchase) first was just ridiculous. Taking credit cards, and having a public restroom are just two parts of owning a business like this. If you don't want your customers to feel welcome and comfortable, then you shouldn't even be in business, or at least know when it's the right thing to do to make an exception.
It's not as if this store is in a bad part of town, where people would constantly use their restrooms to shoot up drugs. We were just three totally regular customers, more than willing to shop around and buy something (and maybe even post a positive review of the store), until we were inconvenienced and embarrassed by this store's ridiculous policies.