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4 customer reviews
Diane was such a great help in building our dream custom closet at the store. She was patient and gave us a lot of ideas on what would look good. This is our first time building a custom closet and couldn’t imagine doing this with anyone else!
Thoroughly impressed with the store staff! They definitely went above and beyond with a recent online order I placed (shout out to Karen), and then surpassed that when I visited the brick and mortar store today. Many thanks!!!
Customer service is absolutely shameful. I placed a curbside order on a weekday morning simply because I’m in the middle of traveling and moving with pets in the car. I had 5 small items, but I understand it’s a price you pay of curbside ordering if it’s not ready the same day. I called to checked on the order as it had been about 6 hours, and the employee kept repeating “well we’re really busy on weekends.” I stated, “it’s Wednesday.” And she said “Wednesday’s are okay.” She then checked on the order and updated me that it wasn’t ready and, again, repeated, “weekends are really busy.” I understand, hung up the phone and received a text minutes later that it was ready. I arrive and give the description of my vehicle and park directly in front of their door labeled “pickup orders.” Again, I have pets in the car or I would’ve easily walked inside. I received another email stating, “your order has been picked up.” I waited about 20 minutes, and went in the store. The one person up front was walking a couple to the back and the couple said “shouldn’t you help these other customers first.” And the employee states, “no, they can all learn a little patience.” Another customer and I were discussing our poor experiences thus far when the employee returns and states “I hear someone is mad about waiting on their online order so what do you want.” I explained my situation and she said “well I never received a notification and didn’t know you were here.” Again, my very obvious vehicle that they asked for a description of is sitting right in front of her door. She then points to my package that is sitting directly next to her. It’s not a big deal at all if you can’t order curbside, but don’t deceive customers with it and then get upset when you’re doing your job of customer service. Telling customers to learn patience when they’re quietly waiting in line is not the way.
I used to like to go to this store, but it has gone downhill. Customer service is lacking significantly, I had an issue and came in to try to resolve it. They don’t have a customer service desk so you need to go to whoever is doing checkout. This causes a long wait for customers looking to buy things and is super inefficient. I had an unused item I wanted to return, the register attendant proceeded to say they wouldn’t take it back despite it clearly not being used. I felt bad that I was holding up the line, but reminded them their policy is to take not used products back regardless… which I was told was not their policy. I left the store gave a call to corporate customer service which said that I should have been able to return it in store and luckily they processed the return for me. I was hoping their management would reach out to me with an apology or something, but I never heard from them so writing this review for others. You’re better off just dealing with their online storefront as the service is not great in person. In the age of retail stores struggling, you expect an in person experience to better to attract customers. This place missed the mark unfortunately.
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