I’ve purchased two great pair of shoes at full price from the owner Muriel in the last year. Though the selection at Lola Pop is unique, their sales approach has always seemed a bit more “used car lot” than "boutique." I bought a third pair on sale from Lola Pop a week before my wedding and this became an issue.
The shoes ended up being too small and weren’t quite right with my dress. Knowing they were on sale (no returns) but having been a repeat customer, and having only had the unworn shoes for a few days, I thought I’d see if Muriel would consider a refund or store credit.
I was welcomed to the store cheerfully, but when I explained why I was there she immediately became indignant “I TOLD you they would stretch out.” Another sales person joined her side of the counter and the two of them traded shots, detailing why I was wrong, and how I didn’t understand that they were a small business. They seemed more interested in winning a one-sided debate than declining my request respectfully. Muriel: “We lost a sale because of you, a woman came in the next day and wanted those shoes in the size you bought, and we didn’t have any.” (How does this make sense?) Muriel’s sidekick: “You’re lucky she’s even talking with you - if it was me I would have just said a big ‘N.O.’” (What is this high school?) Muriel: “It’s not like I forced you to buy them.”
Eventually - I think because I was just standing there staring - she offered a store credit, good for the next hour. “You can have store credit but you have to use it now and this is a total exception, this is like unheard of.”
I just left quietly with the shoes. I was hoping for a refund/exchange, but would have gladly accepted a dignified refusal. I didn’t end up getting either. It’s sad - I want this store to succeed, but they act like they might be having a hard time selling enough shoes to one-time customers to stay in business. It’ll be even harder for them if they get a reputation for burning bridges with their existing customers.