One of the worst customer service experiences I've had.
My husband and I were super excited to rent one of the retro boats they have here -- "Doris." When we came in, Lauren, the owner (I did not know that then), was finishing up taking payment from another couple. She asked if there was anything she could help me with. I told her we were interested in renting the teal boat that I did not know the name of, so she pointed to a picture of a boat on the wall and asked if it looked like that one -- that was the one. She said that one was "Doris" and that it was, indeed, available to be rented at that time. I said, "Great, that's the one we want to rent -- Doris." She said to give her a minute to finish up with the couple she was helping and that she'd then rent me the boat.
While waiting for her, I walked the ten steps to the drinks area and bought two drinks (all in the same single-floor facility -- open floor plan). A few minutes later, another woman came in looking to rent a boat. I only caught part of their convo, but the woman said she had been there before and normally has rented only pontoon boats. Lauren asked her if she was interested in retro boats, and they had some convo about that (I didn't listen to the whole thing). Lauren's employee came by, and she started helping me. I don't know her employee's name, so we'll call her Jane. Jane was super friendly. She set us up for a 1:00 p.m. rental, and once we were done signing all the paperwork, she said something about us taking a boat named "Gladys." I immediately told her that we had wanted to rent "Doris," as we had told her boss, to which she responded that the woman who had come in after us looking to rent any boat was actually taking Doris out, so it was not available. I told her I was surprised because I'd had a whole conversation with Lauren about renting "Doris," that's the only boat we were interested in (we came to Saugatuck SPECIFICALLY to do this). She said she'd see if the other woman would trade. Jane then went up to Lauren and told her the situation, and instead of Lauren saying something like, "Hey, lady who didn't even care about what boat you'd use when you came in, these people were actually here first and requested this boat specifically so my bad, you can take a different boat," she instead just asked the lady if she wanted to trade, the lady said no, and that was it.
When Lauren was done giving away the boat we had requested, I approached her to ask why she did that because it was a really crappy thing to do. She initially pretended she'd never spoken to me. Straight up denied it. (This was utter BS because when I told her employee we had actually wanted to rent the Doris boat, she said, "Oh, that's why she came by and mentioned Doris" -- so, obviously, Lauren knew I was the person who asked about Doris at that time). I recounted our entire convo to Lauren (in addition to discussing Doris, we discussed that they also had boats docked on the Chicago River), which apparently triggered her memory. Still, she started making other excuses, like telling me I hadn't picked a specific time. She didn't see me in the building (again, open layout, not very big, and I was one of about 7 total people in there -- 4 of them being employees). She then said she didn't know what I wanted from her; she was "f*cking busy" (her words) and apparently couldn't keep up. She said I could take another boat or she'd refund me for everything (including the two drinks that we bought to take on the boat). They only have one boat like the "Doris" boat, and based on what a terrible attitude she had during our entire second interaction, I decided that a refund was indeed the best option. She said to bring back our drinks for a refund. I brought back the drinks (an unopened can of ale and a margarita that I put my straw in and took a single sip of). Lauren said, "You want me to refund you for a drink you put your straw in?" Um, yes, I do. I can't drink on the street, and I don't have a boat to drink on, so yes, that's what we just discussed.
After she refunded me for the drink, it was time to refund me for the boat. I was JUST STANDING THERE WAITING FOR THE REFUND when Lauren asked me to "stop being so snotty." Mind you, Lauren was doing most of the talking, cussing at me (seriously -- cursing at her customer!), and taking absolutely no accountability for HER screw-up. We were initially willing to come back the next day to rent the Doris boat, but based on Lauren's terrible customer service skills and nasty attitude, we decided to forego the entire thing. I did not want to give my money to support Lauren's business.
We are pretty bummed we didn't get to try what seemed like a cool experience, but Lauren sucked. Instead of taking the high road, apologizing, and trying to remedy the situation, she was rude and combative. I would never recommend that anyone subject themselves to Lauren. read more