I have loved Point of Origin in the past, and am disappointed to be writing a poor review. I went in over the holidays and, as usual, they had a great selection of cute and useful items, so I was all set shopping and getting little "extras" in a store I like and appreciate. Also, most of the staff was very attentive without being overbearing. I found an ornament that was a great gift for the grandparents (my parents, regular customers); it required writing names on a "nice" list on the ornament. The woman who was ringing up my order at the cash register was very friendly, and when I asked her about particulars for writing (what kind of marker to use, etc.), it led to another woman--possibly the owner?--coming over and saying she had just replaced their fine-point Sharpie, and she could do the writing for me. Great! I was happy to have a skilled hand. She took the ornament, asked me to write down the names I wanted on there, and then took everything to write. Just before penning the names, she said "oh, and it'll be $4. Is that OK?" Well, not really (was $1/name), but again, I was happy to just have it done. Without a word, and without me really realizing it, she wrote the names on the ornament as the other woman was ringing up the rest of my items and I was digging out my wallet. When she held up the ornament, the four names had taken the entire scroll on the ornament. I gasped and said "oh goodness, I'm sorry, but that's not how I wanted them written." I had purchased it specifically to be something to grow with the number of grandkids, so wanted there to be room to add more names at the bottom. I certainly don't expect anyone to read my mind on that, but as someone focused on customer service, and providing a PAID service for personal inscription (if you will), I expected to have a conversation about it before having the work completed. Again, I don't expect a mind-reader, but the reaction next is what is prompting the 1-star review. I stated, clearly but politely, that it wasn't what I wanted, and explained my room-to-grow desire. She just looked at me, almost disgusted, and kind of shrugged, as if to say it wasn't her problem. I just looked back and said I wasn't sure what to do. I didn't necessarily want them to have to suck up the cost and give me a new ornament, but the way she did it completely defeated the purpose (I explained all this to her). I didn't even want the ornament anymore, and it was ruined. She eventually said she could maybe clean it off, but there would be a purple outline where the previous writing had been. But, "not to worry" because once it's covered in black writing, you "probably" couldn't tell. This was not an acceptable solution to me. I stood there in line, with several people around, of course not wanting to make a scene and being polite, but also trying to be very clear I didn't want that ornament, and didn't find it my responsibility to pay for an entirely new one (+ writing). She also made it sound like you wouldn't be able to read the writing if it were any smaller. I quickly and politely pointed out the ornaments that were out for show, and that the writing on those was much smaller, and closer to what I wanted. She eventually said she could give me another ornament at half-price, but that's the best she could do, and begrudgingly wrote the names again. I reluctantly agreed, because I wanted to be done and out of there. In hindsight, I should have just left all my purchases at the counter and said I didn't want any of it. I wasn't emotional, I just couldn't believe that this store, a boutique, professing their excellent customer service, would treat a customer that way! Even an acknowledgement of "I'm so sorry I didn't ask. How can we work this out?" would have been miles and miles above the "shrug & shirk" I got that day.
As an aside, I used to manage a retail store (different goods & city), and the owners & all our staff had great attention to customer service. I'm not saying it's the right answer, but if this had happened in our store, the answer immediately would have been "I'm sorry we didn't talk first!" (note to self: ask customers what they want before writing anything). Followed by "Let's get you a new ornament, and you tell me what you want so we can make this right." The soiled ornament would have gone up as an example, and we would have sucked up the $6.50 wholesale cost of that item.
I realize I may have just been here on a bad day or a tough time of the season. But, I will not shop here again, unfortunately, unless a close friend or family member assures me it has changed. read more