This place is such a good idea. It is too bad that the customer service is so poor. I have been twice in the last 6 weeks. The first time I went their stock was low, and they were out of a lot of glazes. We were told they were updating stock and a shipment was coming in. So we returned about a week ago. Even fewer glazes, and it did not look like they had restocked any of the pottery. Most of the glazes did not have glazed tiles that show what color it actually turns out after being fired which is information that I am sure most people would be interested in, The prices are not clearly marked many times, which means you have to ask for a price, but then when going to pay have been told a different price. Both times the only staff that was seen were young high school kids that clearly needed some supervision or training. All of that said and done, I might would return, however, Wednesday of this past week, someone who identified themselves as the Program Director accused my friends and I of lying, and was very argumenative.
Here is the situation. 6 weeks ago we went with a group. When we went back last week, we saw our pieces from when we went with the group sitting on the shelf. They had already been fired. We asked one of the staff if it would be possible for us to take our pieces with us since we were there. She advised us that was fine. A short while later she came to us and advised that there was nothing attached to the order identifying the pieces. We assured her that another young girl had gone around to each table, written down a description for each piece with our name. Mine had special instructions for me to pick up separate from the group since I live right around the corner. She then showed us all the paperwork she had which consisted of one receipt and one piece of yellow paper that had no descriptions on it. She further advised that the pieces had been just sitting there because they could not identify who they belonged to. She asked us if we would be able to identify our pieces, and she would grind the sharp edges off, wash them and package them for us to take with us. We said sure and pulled our 6 pieces off the shelf for her and sat on the counter, these are the only pieces we touched, nothing else was even moved to get to our pieces. She cleaned them up and brought them to us later in the evening.
When my friend looked at her piece, which was a music box, she saw that the music element had not been included in the bag, so she called The Pottery Cottage to see what she needed to do to get the music element. She first spoke with one of the young employees who argued with her that it was not a music box, that the hole on top was for the kiln not a music box, this employee was not able to help at all and said she would have owner call. Three days later no call so my friend called again about the music box. She then spoke with the Program Director. This person told her they did not have the music box (I was standing next to her when she asked about the music box the night she picked this piece to glaze and she was assued they had all the parts) When she realized the music box was part of the group order they had lost all the information on, the Director proceeded to tell her that we had messed up the entire order by picking up our pieces. My friend tried to explain that we asked and were told it was ok. The Director said that we were wrong, that their employees did not know that they shouldn't allow the pieces to be picked up, and because their employee allowed us to take individual pieces from a group we had ruined the order. What??? She went on to say she had interviewed everyone working that night and they all denied everything and apparently said we went back on our own, took the pieces, and I guess somehow ground the sharp edges off, washed and packaged in their bubble wrap and brown paper bag, all without anyone having a clue as to what was going on. If the "Director" treats her staff half as bad as she has treated my friend, it is no wonder they lied, they were probably terrified, although I seriously doubt she actually has spoken with anyone that was working that night. I think she saw this as an opportunity to shift the blame for their screw up to a customer, although I cannot figure out how taking a couple of pieces out of an order would mess up the entire order.
I suggest that they stock the glazes and provide a tile for each glaze showing what color you will end up with. I suggest some training for the staff, all I have seen in there are young girls, probably high school, most of them are very nice, but really cannot answer many questions. They Need to invest in some new brushes. I suggest getting some stock in. But most of all try treating your customers with some respect, they are the reason you have a job.
I was advised that Kaitlyn, the Studio Manager, did in fact take care of our order today except for the music box. read more