We've shopped here many times because we genuinely want to support a local toy store. With so few…read moreindependent toy stores left, we've always been willing to pay the higher prices instead of buying everything from a big box retailer. Unfortunately, our most recent experience was really disappointing.
We purchased several items, including three gifts for the same child, and simply asked if they could be gift wrapped together. Instead of just wrapping the gifts or politely explaining the policy, the employee repeatedly insisted that they charge for gift wrapping on items under $10, even though the three gifts we wanted wrapped together totaled well over $50. In total, we spent close to $200 during our visit. The interaction quickly became argumentative and unnecessarily uncomfortable. The owner was present and ultimately wrapped the gifts herself, but rather than helping de-escalate the situation, she allowed the interaction to continue in an unprofessional manner.
To make matters worse, when we got home, we realized we'd been charged twice for one of our purchases. I called to have the extra charge reversed, and while they corrected the mistake, I also shared how disappointed I was with our experience in the store. Instead of receiving a sincere apology, I was met with what felt like a dismissive, backhanded response.
Mistakes happen, but it's how they're handled that leaves a lasting impression. We genuinely want to continue supporting local businesses like this one, even if it means paying more than shopping at a big-box store. Unfortunately, after this experience, it's hard to justify returning. I hope this feedback encourages the owners to prioritize customer service, because that's ultimately what keeps loyal customers coming back.
*also to add at the end of all of this I realized I had forgotten to get a birthday card so I wanted to grab one after checking out with all of our items and they wouldn't accept card or Apple Pay for a $6 birthday card. I needed to purchase something else to make it a $10 purchase or cash only (who carries or accepts cash anymore?) Like in what world!? Of course they wouldn't make an exception. The icing on the cake of a bad experience!
This response is back to the owner-
Thank you for taking the time to respond. I understand that small businesses need policies, and my review was never about expecting special treatment or criticizing those policies.
My disappointment was with how the situation was handled. At no point was it explained that the $10 minimum applied to each individual item rather than the gifts being wrapped together. That had never been our understanding from previous visits, so the interaction was confusing and quickly became argumentative instead of simply being explained.
One of the reasons we've continued to shop at your store, despite paying more than we would elsewhere, is the convenience and service, including gift wrapping. When purchasing multiple gifts for the same child, wrapping only some of them defeats much of that convenience. While you mention they were wrapped as a courtesy, that only happened after an uncomfortable exchange, which is the part that left a lasting impression.
I appreciate your apology for the duplicate charge, but when I called, I was hoping for acknowledgment of the overall experience, not just the billing error. My review wasn't about policies, it was about customer service. We genuinely wanted to continue supporting your store, which is why this experience was so disappointing.
