Products are reasonably priced, but the engraving makes the items too pricey.
I ordered an engraved (etched) glass vase online (over $100). It arrived a day before estimated, which was a nice surprise. Unfortunately, the gold paint used for the personalization was sloppy with drips on the item in between the writing.
After two days of unsuccessful attempts to reach the customer service number provided on the paperwork, I gave up and called my local store at Briarwood Mall in Ann Arbor. The young man I reached cut me off, and told me that I must speak with the store manager. When she came on the line, I gave her a brief explanation, and she explained that the customer service number had technical issues, and I should just keep trying. When I explained that it was a gift needed within a couple of days, she said that I could take it to one of the stores. She suggested that I clean the excess paint from the item with some sort of paint remover, adding, "that's all we will do if you bring it in."
I guess I should appreciate the suggestion, but did not feel comfortable using paint remover near the writing.
The vase looked lovely once I managed to slowly and carefully scrape off the excess paint to make my gift deadline.
Things happen, especially with the volume of orders I'm sure that they receive around the Holidays. Of course I was disappointed, but I am not unreasonable.
Considering the overall experience: More than anything else, the "I'm busy", flippant attitude and lack of an apology from either of the employees will have me looking elsewhere in the future. read more