I recently visited Willow House Boutique with a friend for a local shopping day. While we were initially greeted warmly and enjoyed the selection, the customer service experience took a sharp turn the following day. I had already heard complaints from other friends, but I love my town and I want to shop local.
During checkout, we both purchased travel-sized perfumes. That night, my friend opened hers only to find the bottle completely empty. We returned the next day to exchange the defective item, but were met with a snotty and accusatory attitude from the manager.
Rather than a simple "I'm sorry about that," she immediately began telling us stories about customers who buy perfume and return it empty a week later--clearly implying we might be doing the same. There is no way that she used all of the perfume in one night and then had the audacity to return it. We can afford a $28 bottle of perfume and hold ourselves to high morals and values. She also claimed that only managers had the "authority" to handle this, as perfumes are typically "final sale." She insinuated that if we did not have the "luck" to have her or another manager there, we would have had to come back when one was there. What?? She also said on numerous occasions...please call us as soon as you realize there is a problem. Listen, it was like 7 or 8:00 PM, I am sure my friend was already unhappy that she paid for an empty bottle, had to go out of her way to return it...she brought it back the next day. I think that is good timing. Plus...you were closed.
Ironically, she then admitted that several boxes in the shipment had arrived damaged, which would explain the empty bottle, yet she still chose to treat us with judgment and excuses rather than professional accountability. Why not check all of the merchandise received if there were damaged boxes? That is what I would have done prior to putting them out for sale. She is saying this all while knowing that they are not returnable. She fully inspected the returned empty bottle, but perhaps she should have taken the time to do this prior to putting them out for sale.
I've seen responses to other reviews suggesting customers come speak to them personally about issues, but based on this interaction, doing so only invites unwarranted judgment and accusatory behavior. It is a shame, as there are many other fabulous boutiques on the square that value their customers. I cannot speak for my friend, but I will not be returning. read more
