I took a pair of Banana Republic pants in to get hemmed 1 3/4 inches. Unfortunately, the receipt was misread and they were altered 13 inches. Therefore, my pants were now made into capris. The owner apologized and said her husband read the receipt wrong, and she would pay me for the pants, but she would need to keep the capris. Not only was I disappointed my pants were ruined, I was now inconvenienced to buy another pair of pants (this was for a wedding). She asked if I had a receipt, which I did not, but I told her the pants were not inexpensive. She said her son works for the Banana Republic and the pants were probably about $10-$20. I was in disbelief, and told her that BR does not sell pants for that cost, and she was the one who made the mistake. After much debate, she agreed to pay me $60, and said I could keep the capris, because it was her husband's error and she wanted to keep my business. I thought this was good practice, and finally felt she was trying to work with me. However, when I was leaving the store, I went to put the capris in my bag to leave, and she grabbed them saying to me ""my daughter just called, and wants them."" I did not understand, and looked at her bewildered. I told her ""you just told me I could keep them since it was your fault, and you wanted to keep my business"". She said ""I know, but my daughter wants them so I'm going to keep them"". After an hour of arguing with her about the cost of the pants, I now was arguing over something she had already agreed to. Wanting to give the capris to her daughter after she just told me to keep them was inexcusable, and the worst form of customer service. There is more to this horrible story (like her getting physical with my partner, and locking her in the store), but revisiting is too crazy. There were 3 witnesses to this, so I'm sure this will and has impacted their business. It's unfortunate this happened, but this is NOT how you treat customers or run a business.
Pros: Located near my house
Cons: Horrible Customer Service