| rev:text
| - I have shopped at Uncommon Scents for years. It's my go-to place for a quick hostess gift, child's birthday gift, or goodie for the teacher. The owner has always seemed personable and helpful, and I don't mind paying a little more for an item than I would pay online or at Michaels, when it's a local business.
I purchased a new appliqued American Flag from them in September. When I finally removed the flag from its package this weekend (12/1), intending to hang it on a coat hanger for storage I saw that the red dye from the stripes had bled all over the white stripes.
I no longer had the receipt, but had the original packaging with a price tag with "Uncommon Scents" on it, so I took the flag back to the store. I explained the situation to the clerk at the register, and told her that I was concerned about the dye used on this flag, as it bled before it was even hung outside and exposed to the elements. I asked if I could return the flag for store credit. The clerk stated that she would need to ask the owner about how to proceed. A second clerk standing near the register told her it was outside the normal return period (30 days), but I explained that the merchandise was defective (It wasn't as if I had changed my mind about a purchase), and still in it's original packaging. They agreed, and suggested I speak with the owner, but asked TWICE that I PLEASE let the owner know that they HAD communicated the standard return policy, as they "get in trouble" for not doing so.
I waited for a few minutes while the owner finished up a conversation with a supplier. The supplier was flipping through a rack of small area rugs on clip hangers, and the owner repeatedly reprimanded the supplier for getting them out of place. When the owner finished up her conversation, and asked if I needed help, I started to explain my situation. Five seconds into my explanation, she interrupted me mid-sentence and bluntly asked whether the girls at the register had already answered my question. I told her that the clerks explained the return policy, but that I discovered I had defective merchandise, still in it's original packaging. She turned on her heal and walked away from me, towards the flags saying, "I'll get you another flag." I crossed the store to follow her and explained that I was concerned about an exterior flag that ran BEFORE it was even hung up outside (in the rain, heat, etc), and would prefer a store credit. Her response was that I could take the replacement flag, or keep the defective one, but a store credit was NOT an option. The tissue paper on the replacement flag is stained slightly where it touches the red stripes, which does not alleviate my concerns about how the flag will hold up outside.
The owner stated that the store's return policy was established by her hourly employees, and that - as the owner of 20 years - she is not empowered to make any exceptions. I can only assume that these were the same employees who asked me TWICE to be sure to let her know that they told me about the standard return policy so they wouldn't get in trouble.
I am disappointed in the lack of professionalism, customer service, and simple courtesy. We teach young children not to interrupt. This should not be the practice of a professional business owner interacting with a (longtime) customer. Not only was the owner not interested in remedying the situation, she didn't have 60 seconds to listen to my concerns.
The store owner clearly intended to send the defective flag back to the manufacturer. I do not understand why she found it objectionable to issue a store credit, rather than insist that I take an identical replacement flag. A flag sold for exterior use should not bleed or run in the package inside a climate controlled store or home. If she is reluctant to accept an "exchange" now, while it's still in it's original packaging, will she be more accepting of a return once the flag has hung in front of my house in the weather for 2 months, when the red dye runs again?
I never minded paying slightly more for items at this store, because I felt as though I was supporting a local business that provided great service and a unique shopping experience. When Amazon and Michaels outpace a local business in both price, quality, AND customer service, I find myself questioning that decision. It is unlikely that I will shop in this store again.
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