I always try to support local businesses in my area rather than supporting online retailers, but after my recent (5/25/2024) unfortunate shopping experience at Learning Express Toys in Westlake, I can scratch it off my list of local businesses to support. Although they do have many unique items, some overpriced and some not, they are of questionable quality. Case in point, I purchased a $17 item for my 8-year-old granddaughter and while in the backseat of the car still in the parking lot of the store, she said the item broke upon opening it. We went back inside the store and after explaining the situation to 1 of the 2 girls behind the counter, the first girl (CK) told the second girl (AW) to call the owner because she personally did not wish to deal with the return/exchange of a broken item. The girl (AW) took her cell phone and disappeared into the back room for about 10 minutes. When I asked the first girl (CK) what was taking so long, I was told that the second girl (AW) was either speaking to the owner or waiting for a callback. I told her that we had to be at a church service at 5:00 PM and had to leave, but she remained uninterested and went about her business rather than going to the back room and seeing what was taking so long. Minutes later the second girl (AW) finally emerged and said she can do an even exchange per instruction of the owner. At this point I had become perturbed by their appalling customer service and asked for a refund, as I just wanted to leave and not belabor the process any further. I was told to read the Return Policy, which states there are no refunds on items that cannot be resold, and since I was returning a broken item, which cannot be resold, I cannot get a refund nor use the item as a credit for a purchase of a more expensive item. I reluctantly accepted the even exchange and left the store, never to return. So, given how rude, inattentive and inept the 2 employees were, the ridiculous Return Policy and the fact that I waited almost 20 minutes for something that should have been handled quickly, easily and efficiently, I am "gifting" Learning Express Toys with a 1-star rating. I am not sure who the "owner" of the store is that the 2 employees referred to, but that individual should make note that many local businesses in the area flourish by providing outstanding customer service and a liberal return policy and it is truly unfortunate that Learning Express Toys provides neither. My advice to those reading this review is to shop elsewhere as there are many more deserving places of your business than this one. read more