| rev:text
| - My husband told me to refrain from reviewing this establishment until I either slept on it or visited the store again to validate my experience. Fortunately for me, I did.
First of all, I created this yelp account to specifically review this store. I've visited this store not once, but twice. Both times have proven to me that there is a huge lack of genuine care coming from one of its associates, I found, is the store manager. Mike, I think is his name.
Anyway, my first time there, I was pretty skeptical about what the company did and made it throughout the entire store, the museum included (which is more laughable than enjoyable), without knowing a single thing about the place. I figured it out, shortly, on my own. One of the wonderful employees there, I can't remember his name, was so friendly and got my friend and I hooked on the idea right away. He helped my friend set up an account, and gave her a quick overview of how to get through the beginning stages of uploading photos. We asked him about how long it'd take for us to go through the process, and he was very honest with telling us it's different for everyone and that the internet was being a little slow that day. Luckily, we had nothing but time to kill. Sadly, he did have to excuse himself for break, lunch, whatever the situation, but Carol (my friend) and I figured we'd be in & out within an hour, at most. That ended up not being the case.
About 10-15 minutes in, we noticed the internet was processing at a much slower speed than we anticipated. Still, we tried to remain positive, but needed assistance once we realized we forgot to add a photo (our mistake). We looked around for an available associate and one girl was assisting another couple and it seemed the only available associate, Mike, was too busy texting on his phone. Carol eventually called out to him and asked for his assistance. Once he came over, he was very condescending with talking us through the steps and seemed aggravated that we even asked for help. His answers were quick and he didn't engage in much conversation. At one point, he asked us if we were looking to get a shadowbox and after we kindly said no, he proceeded to grab one, tell us all about it, and upsell it to us. Carol and I both come from a strong sales-driven background and his methods seemed almost like he was attacking us. We didn't need a shadowbox, let alone his annoying upselling tactics.
Although the experience started off great once we sat down, Mike ended up skewing that.
A few days ago, another friend of mine and I decided to visit Polaroid Fotobar. I immediately thought of my less-than-ok experience from my first visit, but thought that since it had been a few months, maybe they improved. I, unfortunately, was wrong.
They did begin a new metal art process, so that was surprising. My friend was so into it and wanted to get a metal print, right away. Once we sat down, we were advised to brighten up the photo to a comfortable lighting as once it's pressed, it darkens. We have no experience with metal photo prints and their processing, but were glad that someone advised us right away of what needed to be done in order for the photo to print out to our liking.
This time, the customer service was much better as Mike wasn't the associate assisting us. I was even delighted to see he wasn't on the sales floor. That was short-lived once we came back to pick up the photo. The photo was pressed and heavily darkened and even though we were told this could potentially happen, we were most upset at the fact that Mike told us that it's okay and that it looks great. Because it didn't. You could clearly tell he didn't want to refund us or reprint the photo. He insisted the quality was up to par, that there was nothing wrong with it, and even suggested it was our fault that we didn't lighten it up enough.
I want to rate this establishment at least 4 stars for the few employees that gave great customer service the 2 times I visited, but unfortunately, Mike has ruined each experience in a number of ways.
I'm a businesswoman, and my friends are either in hospitality or customer service careers and we're so disappointed that one person can ruin an experience that's supposed to provide lasting memories. My niece has even had an awful experience and would rather order online through a different company and pay the extra shipping fee than even deal with their online store, assuming their customer service is the same, digitally.
The store manager, as young as he is, ought to learn how to be a store manager, especially in a location that thrives off of travelers. He displayed no sense of genuity, care, sensibility, humbleness, nothing. If I were to ever respond condescendingly to any guest, in a position such as a store manager, I'd be worried for days, wondering if that guest would write ill of me.
So here I am and hopefully this will be a lesson learned.
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