This shoulda-coulda-woulda been a 5-star review, but you can see that my rating is only 3. Let's…read morebreak it down using the following criteria: Location. Product. Convenience. Service.
Backstory of sorts: We've enjoyed Olivia Olive Oil products for the past several years...but have never ordered or purchased in person. We've been fortunate in having been gifted many bottles over time, and we have enjoyed all of them.
Location: Currently on Cool Springs Blvd...BUT as I found out yesterday, they are in the process of moving to downtown Franklin. That should bode well for walk-ins and increased visibility.
Product: As mentioned above, they have an excellent - if not superior - selection of EVOO, Flavored Olive Oils, Vinegars, Dip bases, Mixes, and more. (Check their website.)
Convenience: Walk-ins are welcome. Stop by and taste before you buy. You can also order online...BUT this is where the stars begin to fall. I ordered online over a week ago and my Credit Card was promptly charged. I received an acknowledgment that my order had been placed and then...silence. I called a day later, assuming that I could stop by the store to pick up my order. (I chose "pick up" rather than "local delivery" to avoid the $10 delivery fee (just under 6 miles - so easy trip).
When I called, I spoke to a clerk who said she did not have access to the computer so she could not check my order. I said I'd check back in a day or so. And, still no email acknowledgment or other message that my order was ready for pick up...so maybe my fault?
After two more unsuccessful phone calls and nearly a week later I decided to drive to the store. Walked in (with my mask on...after all, that is the local modus operandi for businesses following the "Tennessee Pledge" for business re-openings in this current health "atmosphere.") BUT I did not see a TN Pledge poster on the door...went in anyway.
No one in sight so I called out a greeting and was greeted in-turn by a person who...once again, could not access my order, was confused by my request...and then I showed her the confirmation on my phone...the order detail. She promptly called the owner since my order was not available at the store...and they had already moved all the size bottles I had ordered to the new location.
After some verbal back and forth it was finally decided that they would deliver my order to my home. And, indeed, it was delivered early evening ... with a brief verbal "thank you for your order"...(no mask ..., well, I wore one).
I want to support local businesses; and I will do that whenever I can. The issue here is no follow up on an order that was placed according to their website instructions, no access to information over the phone or in person regarding my order; yes, they are changing locations, but there was no indication of that on their website or posted that I could see. And the cavalier attitude about otherwise generally-followed by local businesses Covid guidelines.
#disappointing
A brief and polite thank you note plus a small packet of Mediterranean dip mix...was included but no..."I'm sorry about the mix up or delay or..." And no charge for the delivery...this time.
In this difficult time for everyone, especially business that are struggling and individuals who are more susceptible or vulnerable, it would be nice to see that common courtesy is still alive and well.
Yes, I do recommend this business...and I likely will be back. But they need to do just a little bit more to earn all five stars.