Marblehead Sport Shop

Hello. I just received complaint number [redacted].  I cannot express enough how disappointing and sad I am to hear [redacted] is this upset. I do not like to hear any customer is not satisfied but especially one who I personally liked.  Unfortunately many of the allegations are just not true but...

at the same I can appreciate and understand why she is frustrated.We are a very small shop that was purchased by a local family here in town simply because the business was close to liquidation and they did not want to see the town be without a Sport Shop. The first year was very challenging as the previous owner was to stay on to "show us the ropes" so to speak. Once this did not happen I found myself struggling to learn a new business, new clients etc etc. The first year we lost a lot of money with an unexpected move, renovations and purchasing new inventory. This second year has been much better but not perfect. As far as I know we are the only local company who is willing to take in one item for embroidery or printing most have a 6 or 12 unit minimum. In an effort to service the community we allow this mostly with the intention of a player being able to buy a jacket from our Retail Store and have it personalized. As our order form clearly states....Marblehead Sport Shop is not responsible for the outcome of items not purchased in this store. With this being said I had every right to apologize to [redacted] and not make right by it but I did not. [redacted] was not issued a refund because I did not realize she had payed for her embroidery in advance and this is the first time I am hearing about thru this complaint. I will immediately issue a refund and hand deliver as I did her replacement bag that I personally purchased online. Which brings me to her failed attempt of accusing me of being a liar one of the many times she did. Her bag sat in our store for weeks, it got a lot of compliments and I had suggested to people they try another local business in town. I never knew where [redacted] purchased the bag because she told she could not recall the day she flipped out because the person who does our embroidery placed her stitched name on the opposite side because the loop could not fit in the pocket where she originally wanted it. I personally dropped the replacement bag off to the embroider and waited as did she just to find out he refused to embroider it even if he did have a smaller hoop so I dropped off the exact bag but this one was brand new (the original had stains on it).Not one employee covered for another, it is not how we operate. Last year we did close to 1k custom orders with 90% success. Of course my goal is 100% and I am working on it.  The few customers who have written bad reviews is devastating to me and personally hurts my feelings. Most customers understand that I am willing to do anything possible (whether it be to deliver to their house, stay after hours to complete a rush job etc). I love this little shop and I am very sad to know another a local resident would go to such extremes to hurt a small business over a bag that did not get her name on it and was replaced out of the goodness of my heart not obligation.  I wish her experience was different as again I personally liked her.Thank you for your time!d