I am writing to formally express my disappointment regarding an experience I had with the Cathedral…read moreGift Shop and, specifically, my interactions with Robert, who identified himself as the manager.
While visiting Santa Fe from Southern California, I purchased an angel from the gift shop. Unfortunately, once I returned home and opened the item, I realized that it was not the angel I had intended to purchase.
I immediately made a good-faith effort to contact the gift shop and resolve the matter directly. I was eventually referred to Robert, who informed me that the gift shop does not normally issue refunds. However, at the time of my purchase, I was never informed that the item was a final sale, nor did I see any posted notice in the gift shop stating that purchases were nonrefundable. My receipt also does not indicate that the purchase was final sale.
Despite my attempts to explain the situation politely and professionally, Robert was extremely dismissive, condescending, and unprofessional in the way he communicated with me.
Because I was unable to resolve the matter directly, I contacted my credit-card company and also returned the angel to the gift shop at my own expense, using a shipping method requiring a signature so that there would be documented proof that the merchandise was returned and received.
After confirming delivery, I contacted Robert again and requested that the refund be processed now that the gift shop had the merchandise back in its possession. Rather than attempting to resolve the situation professionally, he continued repeating that the gift shop does not normally issue refunds. His demeanor was arrogant and unnecessarily confrontational, and he ultimately hung up on me. When I attempted to communicate again, I experienced the same dismissive behavior.
At this point, the gift shop has the merchandise back, and I have made every reasonable effort to resolve this directly and in good faith. I also have documentation of my communications, proof of shipment, and confirmation that the returned merchandise was received.
My credit-card company has advised me that notification has been sent regarding the dispute and that the merchant has been provided an opportunity to resolve the matter before the dispute proceeds further.
What concerns me beyond the refund itself is the manner in which I was treated. As a visitor to Santa Fe and to the Cathedral, I would expect someone representing a church-affiliated gift shop--particularly someone in a management position--to communicate with visitors with basic professionalism, courtesy, and respect, even when there is a disagreement.
Unfortunately, my interactions with Robert reflected the opposite. His anger, condescending manner, refusal to engage professionally, and repeatedly hanging up the telephone created an extremely negative impression.
This experience is especially disappointing because tourists visit the Cathedral expecting a welcoming and respectful environment. The conduct of an individual representing its gift shop inevitably reflects upon the institution itself. No visitor should leave with the impression that legitimate concerns will be met with hostility or disrespect.
I am therefore requesting that this matter be reviewed by someone above the gift shop management level. I am also requesting that my refund be processed promptly now that the merchandise has been returned and received.
I attempted to resolve this privately and professionally before involving my credit-card company. Unfortunately, the manner in which this matter was handled left me with no reasonable alternative.
I sincerely hope the Cathedral takes this complaint seriously--not only because of my refund, but because no visitor should be treated in this manner by someone representing the Cathedral and its gift shop.
Sincerely,
Ruben C. Vazquez
Southern California
