I used to adore this store. I bought multiple sets of jewelry here for my wedding, high donomination gift certificates for clients during Christmas and would reccomend this place of business to other great women who lived in Wenatchee. I've now changed my mind. The customer service here is HORRIBLE. The last few times I've visited the store an old lady, we'll call her "G" with a snobby attitude has been in charge of customer service. You can always find her behind the counter gossiping with the other older sales gal. And, she doesn't know the product that they have in the store. For example I went in and asked if they had whiskey decanters in July, and she said "No" very curtly, then when I browed around further I noticed that they had MULTIPLE diferent style of decanters. She blames her lack of help on the issue that she thought I said "Do you have whiskey decanter sets." Either way, that was the first time the Gilded Lily lost my business to Macy's, as I went there instead and purchsed the gift I was looking for. It is a shame as I would have been an easy $250.00 sale for her that day, if she just would have replied "No, not sets, but maybe this or that would work" and then made suggestions. I recently visited again when they had their sidewalk sale. There were dishes I've been eyeing that had finally gone on sale for 60% off, I was planning on buying a large lot of them as I wanted a place setting of 8-10 with three pieces each. I had asked the old woman "G" if they were planning on discounting them further for the sale weekend, she said she didn't know. When I asked her who was making the decisions on how much things were going to be discounted, she said that she was. That the owners were out of town and that she had the final decision. When I asked her to call me if they were going down in price, she said that she would be too busy. I then brought a cute Hobo purse up to the register that had a scuff on it, to purchase, when I asked her to see if it could be wiped off. She told me to purchase it and just turn it around and keep the scuffed side, inside under my arm all the time. Sorry "G", but I am not going to pay $150 for a purse that I have to worry about turing around all the time to ensure the little scuff isn't showing. I left my number for the dishes anyway with hopes that if the dishes didn't sell they would call me, 'cause making a sale is usually considered a good thing. Recently I got a call from Mary (BTW I have the voice message she left on my phone still SAVED)
"Hi Jaime this is Mary at the Gilded Lily. We are willing to bring those Love dishes you wanted down to 70% off, since you had said you wanted a quantity of them...." I called the store back the day after I received the message and said I wouldn't be able to come in until Thurs. or Fri. of that week because I was on vacation. I spoke to a different person, who said that they knew what I was talking about and that they would see me then. I didn't stop in till today, Monday, and guess who was in the store behind the counter gossiping to her co-worker instead of helping the other lady browing around - "G". She immediately told me that I couldn't have the plates at the price I was quoted when Mary called me. Surprise. Surprise. I feel that if I had gone in at any other time when she wasn't working, I wouldn't have had a problem. Old woman "G' is a miserable person who just wanted to play "owner" and make big decisions. Her poor attitude, unfriendly disposition, sour face and unwillingness to just suck-it-up and be nice to customers has at least cost the store $800 today, as I was also planning on buying some new glass jewelry they had recently got in. She has ruined my customer experience so bad with that store it makes me sick to my stomach, word-of-mouth on bad customer service spreads fast and I will never go into the Gilded Lily again. read more
