Let me just say as cliche as it sounds this is my first time to ever write a negative review for a company online... EVER.
And let me also say what appears to be wonderful customer service and a great business just from a casual walk through the store is actually one that practices some oh so shady business. I took my 5 year old's backpack to them yesterday at the mall that I had ordered online to have their name with some rhinestones put on the front of the backpack. The lady helped me and seemed friendly. She told me it would be finished by 2:00 p.m. today. I walked in the mall at 2:30 today and yes it was in fact finished. She handed me the backpack though and my heart sank. I literally could not believe my eyes. The front of the backpack had been terribly scorched from too much heat being applied from the rhinestone machine. There was an iron mark and the canvas fabric of the backpack was permanently wrinkled in places and had turned dark purple (instead of the light lavender) just as a synthetic material will do if burned by an iron or with too much heat. I pointed out to the lady that the backpack was burned in about an 8"" area. She completely denied that anything was wrong with the backpack. She pointed to the embroidery and said it was just fine and to look how pretty the name is. !? She continued to refuse to admit that the bag was scorched and ruined until the customer that was browsing left the store. Then she said ohhh I see what you mean. I said I really need my money back for the embroidery and you need to pay for the backpack since you ruined it. She said ohhh no we do not do that here. They refused to refund my money even of the actual embroidery in the end even after involving the owner of the store and refused to reimburse me for my brand new backpack right in front of my 5 year old who is going to Kindergarten TOMORROW. I haven't ever seen a business like this in my life with such poor customer service. I mean you ruin someone's item and make it completely unusable and then you don't even refund at least for the embroidery? I would never bring them anything again and if you are even remotely thinking of bringing something of value think again. If something goes wrong, they will not refund you for the embroidery or are not liable for your item that you are having embroidered. I ended up purchasing a new backpack this afternoon for my child's first day of school and hope to find a reputable business in town that can monogram it next weekend.
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