Guiry's has an incredible selection of high end art supplies and designer paint. I loved shopping there, and we were customers for 11 years, painting the interior and exterior of two 4,000-5,000 sq ft homes during that period, plus countless art supplies. I'm a professional artist, mom of two artsy kids, and teach classes in the summer, wherein I provide the upscale supplies for everything from oils to watercolors to alcohol markers to acrylics to calligraphy to pastels--you name it, we've bought the premium supplies to create it. Most of that has been purchased from Guiry's, despite the fact that the cost is about 20% more than at bigger art retailers. I liked feeling like I was supporting a smaller neighborhood store, and it's been within walking distance to both of our homes over the years.
Recently, I had an experience that will be the last time I patronize Guiry's (outside of once to return what I bought the other night, and maybe the occasional "emergency" when I don't have time for Michaels). I had a collection of unopened art supplies that myself and my family had gotten my son for Christmas (purchased within a few weeks before Christmas). When we cleaned up the studio, we found that we had multiple duplicates of about a dozen things, so I went in with them to exchange them for similar items in alternate colors. Hannah at the front desk was amazingly kind and helpful, and gave great advice on what products she likes and would choose.
When I went to the counter to complete the exchange, the store was less than 15 minutes from closing, but it should have been quick, and Hannah had assured me she didn't mind. I didn't have my receipt with me. We do have a "pro account" there, so I figured they could look them up by name, and we were only doing an even exchange of unopened items that are still on the shelves anyway. She called over a young male manager from the paint desk to help her out. This is where it got dicey.
He came over and began trying to search each item by barcode to find my name attached to the purchase to check the date. It was time consuming, and none of them were popping up associated with my name. He told me he could not exchange anything unless it had both my name associated to it and was within the last month. I gave the dates, and multiple items showed bought 12/23, but tied to a different name. I assumed it was likely an error, but I was told I couldn't exchange any of my things bc the name wasn't mine, and he told me I was probably trying to return things I'd gotten at Hobby Lobby or Michaels. They don't carry the things I was exchanging--I know because I went to both the next day and checked. It was lengthy, kept us all late, and was pointless. I was flustered, frustrated, and embarrassed, and paid cash for what I had picked out. I left, still shocked that a simple exchange of currently stocked, brand new items, purchased by a loyal buyer was being refused.
I asked at the end if the new supplies had been entered under my name in case I had to return them. They had not even entered my number in for the purchase, despite asking 4 times. No wonder they didn't have a record of my prior purchase. I was told that they often don't for art supplies. Meaning it was an exercise in futility to look each one up, and only served to inconvenience and blame.
I spent hundreds MORE dollars, still had a bunch of supplies that I already had in multiples (ALL of the iterations being from Guiry's over the years), AND, to cap it all off, I found that the guy had literally RE-CHARGED ME for some of the items I had brought in, that he himself had looked up in the computer. I was frustrated to tears--still feel taken advantage of.
I won't be shopping at Guiry's again. Amazon has it all, allows returns for cash for 30-90 days (depending on product), keeps track of your purchases for you, and stands behind products (even used ones, crazily). They even send UPS to pick up. When I can't wait, I'll go to Michaels.
If Guiry's wants to charge that kind of markup, then I can support that as a member of their community who supports smaller businesses. But to do so, they need to provide stellar customer service, and the store as a whole very much does not. Instead they accuse you of lying, refuse to even exchange new product for a different color of the same, don't enter your info after getting it, and scam you for a second payment on each item. I still live right behind them, and Guiry's will lose thousands in future business over maybe $120 in even exchanges on a few tubes of paint and 6 jars of unopened powdered pigment.
Thanks for nothing, Guiry's.
P.s. No offense, Hannah. You were lovely, and I hope you're treated well there, because I know any company would be lucky to have an expert employee like you to guide their customers. If they're not, walk away. I'll provide you a well-written reference myself. P.s. lmk if you want a part-time job teaching art classes over the summer read more
