UPDATE: 05/26/11 - Susan NEVER followed up on the order, & lied about it shipping! I spoke to her supplier and found out everything Susan said WASN'T true! She put the order on hold and NEVER released it! After talking with her vendor, I KNOW they're being honest w/me! Got my money back & I'm RUNNING that check to the bank just to make sure it doesn't bounce!
UPDATE: 05/18/11 So Susan. The owner. Was SUPPOSED to call me today to tell me if it went out. Naturally she didn't call, so knowing now that this place is a "Self Service" business, I called because at this point, if it hadn't shipped, I'm cancelling the order and getting my money back. Susan answered the phone and when I identified myself, she huffed. I was nice to her! I said "Hi Susan! It's Mary! I just wanted to check with you to see if your supplier had had a chance to ship my order." Another huff "Uh yes. It did. They said it shipped this morning. I can't tell you when it'll be here because you'd be asking me to predict something that I just can't predict".
I just have two words for this pseudo-owner: Lay-Zee. Don't forget...her supplier ships UPS. Can you say "Tracking Number"? Now I'm just ranting because I'm frustrated with the whole thing.
05/17/11 - NOT impressed! Be prepared for a long review ~ I'm not happy. I went into the store two weeks ago because I was looking for something specific. I spoke with the owner who told me she had what I was looking for in stock. When I got there, she didn't have what I was looking for and then tried to sell me something similar to it, but was used and falling apart (I was looking for scroll frames) - I guess she didn't want them and was just trying to get rid of them.
I asked if she could special order what I was looking for and she said that she would place the order the next day. I gave her my 50% deposit, and she told me that the frame would be in by the end of the week and she would call me.
I waited a full week and one day and then tried to call to find out if it had come in yet. I spoke with Betty Jo and was rudely told that when it came in, they'd call me. She never bothered to check the status of my order; just rudely told me that whenever it came, I'd be "notified".
Following my intuition, something told me that something wasn't right, so I called back later in the day and spoke with someone else. I explained that I was still looking for it, that Betty Jo was a little irritated that I had asked about it, that I was told that it would be in the previous week and he put me on hold to talk with Betty Jo. Betty Jo came on the phone very apologetic for not being able to "recall" things, put me on hold again and said "I'll call my supplier and then call you right back". No call from her. I called the next afternoon and she answered. She said "I was just going to call you!" (I'm thinking - uh huh). She said that she was promised it would go out that day without fail. It would be there FOR SURE no later than the end of last week, since it's coming from Iowa. (Okay, finally my order is going to ship from their supplier! I began to wonder, though, if my order had even been placed by Susan.)
That was a week ago. I called the store yesterday just checking the status. I got Susan. The owner. We went through the same dance that I went through with Betty Jo. Trying to get customer service from these people is like pulling molars from a pit bull without anesthesia! No offer to check with the supplier; NOTHING. I had to ASK her to call her supplier. Big surprise. It hadn't shipped yet. "Someone made a mistake and it didn't ship" she said. "Certainly you can understand mistakes get made" (Uhhh..yep. Mine was started by walking into your shop ~ sure I understand mistakes!) "I PROMISE it was will be shipped tomorrow." "Do you know how it'll be shipping? If it's coming UPS, is it possible to get a tracking number?" "Well, we don't usually do that sort of thing." "What thing? Get a tracking number?" "No. We take them at their word."
Once again, lack of customer service. I was told that it would be in at the end of the week because "it's coming clear across country". Uhhhmm...last time I checked Iowa isn't clear across the country from California, but I digress. Now in fairness to Susan, I suppose it's possible that Iowa and New Hampshire could have swapped longtitudes and latitudes over night, but hey; I'll give her the benefit of the doubt. Stranger things have been known to happen, right?
Here's the kicker: this store is located in Burlingame, in a very PRIME location ~ Ann Taylor is around the corner, as is the Pottery Barn, Gap Kids, and some other very chichi stores. A location where the wealthy come down out of Hillsborough to do their shopping because they don't feel like driving to Palo Alto or San Francisco, and expect great customer service.
Save your time; save your sanity and save your gas. This IS NOT the place to go.