| rev:text
| - Trove almost ruined Christmas this year. I never imagined myself saying this, but it's true.
To be fair, Trove has been my go-to destination for gifts over the years. There are few and far Christmases, female friends and family members' birthdays, or milestones (including my University graduation and first experience as a bridesmaid) that have not been highlighted with something special from Trove. The prices can be steep, but the local and not local but harder-to-find designs and well-curated selection are worth it.
Trove is good, Trove is great! So why will I never be stepping foot into Trove again?
I can hardly recall another shopping experience that has left me feeling more insulted than the one I just had at Trove. To cut to the chase: A pair of $150 earrings that I had purchased and gotten gift wrapped at the store turned out missing on Christmas day. However, that is not what I am truly upset about. I didn't doubt for a second that it was just a mistake - that the clerk had accidentally wrapped an empty box rather than having stolen the earrings. As the visibly annoyed salesperson said to me in exaggerated tones when I returned to the store in the new year: "It was human error!".
I understand that mistakes happen and am not dwelling on that. What the roomful of staff (in the midst of inventory) couldn't empathize with was how shocking it was for me to get the call from my boyfriend's mother from across the country on Christmas morning to let me know that my first gift to her was an empty box. After I explained to the staff how much of an inconvenience (his parents live out of the city, we had to wait out the holidays when the store was closed) and embarrassment this whole ordeal has been, all I got were "That sucks!" and shrugs.
We finally left the store the second time around with the earrings, but also no compensation or satisfaction, and a bag full of excuses ("It was really busy that day!" when really, the staff members had outnumbered the shoppers and we spent a leisurely afternoon picking out gifts while chatting with them). Is this how you treat someone who has not only just spent a considerable amount on Christmas gifts, but has been patronizing the store for years, and just had to deal with the consequences of your clerk's mistake over the holidays?
Although I've watched Trove mature in appearance, product selection, and certainly price range over the years, service recovery is apparently not something that they have yet learned. There are a plethora of local-centric stores out there now, so it's time I patronize another that understands the value of customer loyalty.
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