My best friend and I went a couple weeks ago to celebrate my birthday. We do this every single year as a gift to each other, and it has become a great tradition. This is a day that we had been planning for over a month. This particular location we had been to once before, a couple days after it initially opened. The experience at the time was good, nothing to complain about. This last trip, however, was extremely disappointing and frustrating.
We walked inside the store and chose our pieces. We picked out the same piece - a crock at a price of $38 bucks a piece. We sat down and started painting. It was mid afternoon when we arrived, about 3 pm. We had brought lunch with us, and were excited to leisurely enjoy the remainder of our evening painting our pieces. An hr and 45 mins later, two of the girls working at the store came up to us at our table. One of the girls said to us "you have 15 mins left to paint, we are going to start cleaning up and have you guys pack up your stuff for the evening because we are closing up the store for an event tonight at 8." What!? We were so confused. She (not sure if her name was Allison or Kelly - she has short dark brown hair) continued on by saying repeatedly "no worries, no worries, you can always come back later and we won't recharge you." We hadn't even had a chance to speak yet. Mind you, this is at 4:45 pm. Their posted hours on the door and online reflect that they were open until 9 pm. They did have a chalkboard sign in the front indicating that they were having a Halloween paint party that evening, but never were we told that they would be closing at 5 for this event. In addition, the sign did not state that the event was reservation only and that regular patrons would not be able to participate.
We just stared at the girl in shock for a couple seconds or so. At first we thought the girl was joking with us because we had no indication that the store was closing. I said to her that I didn't understand, that if the event didn't start until 3 hrs later, why we would have to leave now. I offered to move to another table if they needed to clear an area for the event. We explained that it was already difficult for us to schedule this outing, as we had already waited a month and we both have tight work schedules. They went away for a couple mins, and I found out after that they called the owner to see if we could stay longer. She approved us staying until 5:50. What a nice lady...right... Before we left I asked one of the girls if we could get a discount of some sort for having to return at another time, and she again scurried away to talk to her friend and call the owner. She said we could have 5 bucks off our studio fees. It didn't cover the gas to get there and the parking structure charge, but it was better than nothing. On a side note, the two working the store at the time were incapable of handling any issues themselves. They hid behind their counter, crouching low, and talked about my friend and I the entire time we painted. Their counter was only 4 feet away from our table. We could hear everything you said, girls. Real nice customer service.
So we packed up our stuff and left for the day. We were lucky enough to be able to return the next morning to finish. When we arrived, both girls that had been working the previous day were gone. What a relief! The atmosphere was completely different. We were nearing the tail-end of our project when I got up to use the restroom. When I returned to the table, my friend told me that one of the girls had given her a heads up that they would be closing in two hours for an event. Still, no sign on the door. At that time, however, we were nearly finished and she had the decency to give us ample time to finish. I was pretty peeved though, that any additional customers that walked through the door to paint were not informed of their short time to paint. Not a single person was told that they closed early - even when they arrived half an hr prior to "closing time." Before we left one of the two girls that had been working the day prior showed up for her shift. This girl - I forget her name - she did not have short hair and was wearing a red ribbon tied around her ponytail. She recognized us and in the snottiest fake voice said "oh you two made it back to finish! How exciting!" Lovely staff.
A week later I called in to make sure our pieces were done. I spoke on the phone with the short haired girl I had dealt with the first day. She reminded me at the end of the phone call that their hours were until 9 pm that day. I didn't say or do anything because I knew that they still had our pieces at the store. After 38 bucks each for two pieces, and a studio fee that was another 10 dollars, I really didn't want to risk our pieces being broken. Thankfully, they weren't. There was a sweet girl that wore a little darker eye makeup. She was very nice to me when I went to pick up the pieces. Refreshing contrast from her peers. read more