First let me explain that my local Hammer and Stain in Jupiter Fl, has a 5 star review from me. The Jupiter studio is amazing and I have only had excellent experiences. I enjoy Hammer and Stain so much, and I attend classes so often, my mother in law thought a gift card for $300 would be a great birthday present for me. She googled Hammer and Stain gift card, and clicked the first link and made the purchase. Apparently it was for the Clermont studio rather than Jupiter, which was an honest mistake that anyone could have made.
I tried to use the gift cards at my Jupiter studio and that is when I found out they must have been purchased for another location. In order to have the gift cards transferred I needed to get in touch with Clermont and Alexa to first confirm and then have the $300 transferred. I called the Clermont studio and also sent an email. Alexa called me back and I explained the situation. She said she would get back to me, but never did.
In the meantime, my mother in law reached out to try and resolve the issue. Alexa was slow to respond, and was not very helpful. She gave my mother in the law the run around for a few days, told her she couldn't refund, couldn't transfer, and of course made her feel like a stupid person for her mistake. My mother in law contacted the corporate office twice with no response. Finally After threats of filing a claim with the bank, and attempting to transfer, Alexa said it would be easier to just refund the money, which she claimed she couldn't do initially.
Now thanks to Amy at the Jupiter studio, I will be back to Hammer and Stain and I will continue to do projects. I am thankful that the studios are individually owned and that Alexa's dishonesty, and poor customer service is not an indicator of how other Hammer and Stain studios operate. read more