We picked out a Sailfish design in the Rehoboth Beach store. We approved the lettering and paid. The finished product was NOT the same as the one displayed in the store. The person who did the work offered to fix it but the other employee would not allow her to fix it. She said we approved the design on the computer. I said no I approved the lettering on the computer. I didn't think to look at details of the fish since the design was hanging on the wall right in front of me. The employee said the display was a defect and not the same as on the computer. WHAT? Then why display it? I asked her to call her manager and ask him to ok the other employee to fix. She went to a back room and claimed to have called but no change, no resolution, no fix. They had our money and they would not fix their mistake. We were asked to leave the store with our defective product. I told them they should take the display down since it's not a true representation of the finished product.
After leaving the store, I checked the website; the Sailfish image on the website is the exact same image as in the store. I sent my concern via Messenger to the Red Mill Monograms address. I was told "the fish on the wall at the store and online should have been replaced with the image you have". So.....this means the store employee KNEW before I made my purchase that the image I was looking at would not be the same as the finished product yet she failed to tell me in advance so I could make an informed decision on whether or not to proceed with the purchase. I was asked to return the defective item to the store and they would refund me or create another design. Well only one problem, I was only in Rehoboth Beach for a few hours while on vacation. I had since returned to my home State. So now they refuse to credit my credit card because I can't drive 5 hours back to their store to return their defective product.
Such poor customer service. read more