Back in June, I had brought a watch case here to be engraved. The last manager there, Trisha had done it with no problem. She was great, gave me suggestions on how to style the image I wanted (at my request) and did the engraving on the spot - OK it took almost an hour but she got it in immediately. Now I do realize that had there been previous orders that may not have been the case. In short, great experience back in June. That case had been a gift, the recipient loved it, everyone was happy.
Fast forward to October. Bought the same Watch case for another gift. Brought it in for engraving. They had a lot of orders so I was told I needed to drop it off and it would be ready the following day. I had no problem with that. I put in my order, dropped off the case and paid for it. Well the next day in the late afternoon I get 2 missed calls with a local area code and assume it's Things Remembered. They did not leave a voice message, so I call back. I was told by one of the employees that they could not do the engraving on my watch case so I need to come get it. I was confused as to why, so I asked to speak with the manager. She was unavailable and had to call me back. Now I try to be a rational human and give everyone their time to make sense to me. When she calls me back I asked why the same type of box I had engraved at the same store, cannot be engraved today. This lady - Billie - took this haughty and condescending tone with me saying "I am the manager and it is my right to say whether or not we are going to process an order and I have made that decision. So we are not going to engrave your box, please come and get it." She proceeds to tell me I can go to the Midland store and ask the manager there if she will do it.
I give myself credit for keeping my composure when I went back into the store especially as it took her longer than necessary to process my refund. Essentially wasting my time twice! But I can honestly say on the inside, I was livid!
I feel like if Things Remembered is a National Franchise, they should have some consistency with their policies. Especially if I have signed away your responsibility for possible damages and paid extra to have them engrave something I did not purchase in their store. I was so disappointed because the gift did not get the personal touch I intended for it to have. read more
