Been coming here for over 2 years without any issues until last week. I typically like thrift shops that support a cause and seeing how this shop is run by members of the The Women's Civic Club of Katonah, I liked the idea of a non-profit that serves women who seek assistance and find support that helps empower them. After selecting a few items at this basement locale totaling over $65+, I was most happy about an antique-looking tile that seemed to fit my Middle-Eastern home decor theme. The cashiers were pleasant as always and we even had a few laughs during the checkout process. After stepping out with my purchases, I decided to snap a photo of the tile in my car while still parked in their parking lot to send to my mom to show her my find. After looking down at the piece I just paid $40 for, I saw a break that went from the front to the back that I hadn't seen while in the windowless basement of the shop. I quickly ran back inside and told the cashiers the item they sold me was broken and explained how I hadn't noticed it in the store due to their poor lighting. The cashiers couldn't find the crack either due to the same reason until I pointed it out to them. Quickly, they agreed to the unfairness of having purchased a BROKEN item and referred me to their manager. After speaking to a woman who worked in the back with grey braided hair and glasses and having her tell me NO RETURNS, I asked to speak with the manager. The manager with dyed dark brown hair above her shoulders walked out claiming she had a woman attempting to return a dress she had worn previously and that there were no more returns. Her tone was very accusatory as if I was attempting to pull a scam!!!! I bit my tongue to respect her as an elder and told her I did not want my money back but merely credit. I also told how it was unfair of them to expect me to be happy shelling out $40 for a broken item I couldn't see was broken in their lighting. She flat out said, "THE LIGHTING HERE IS JUST FINE!" At this point, she clearly escalated the frustration I had with her condescending comment as it became evident I was not standing down. They quickly stated they would discuss after they realized I was still standing there and not motioning defeat. I waited up front with the cashiers where they stated it was unfair that they were attempting to stick to their "no returns" policy given that the item was broken. One volunteer even stated she couldn't believe what management was attempting to do. The woman with grey, braided hair came to the front and stated that they were doing ME a "ONE TIME FAVOR" by "ALLOWING" me to EXCHANGE!!! For an organization that promotes women's empowerment, this very act was EXTREMELY DEGRADING and EMBARRASSING to me! This played out in front of other customers in their small shop! I felt it was unfair that I trusted them to selling items that were still usable. In this case, the tile was flat out broken and if not for the fabric glued to the back, it wouldn't have been accepted at their shop for selling purposes! HORRIBLE experience for a return customer that has been referring friends and family to their shop. What a disappointment. read more