Stitch Haus

8-28- The customer did not have her receipt when she came in to the shop on August 13th Her mother asked my employees to take money out of their pockets for a refund I came in on August 14th and issued her a credit immediately after retrieving her receipt from the system I will follow up with a full report

The customer brought in shirts and a white medical jacket to be monogrammed on August 3rd. She requested the medical jacket to be done within minutes while she waitedOur monogram employee had the time so she did it on the spot as a favor The customer offered to pay for the entire job up front ($60.00) since she was taking the jacketAs a consideration for a new customer We waived the rush feeAt no time was she told that she had to pay up front.The customer was told that the turn around time was usually a week but our monogram employee told her that it could be longer due to the fact that my business partner was out of the country and had knowledge of the specific program that was required to produce the “H” that the customer wanted on the shirtsOur monogram employed explained to her that the program for the “H”had been downloaded in and needed to be located in the programShe said that it was not a problem as school did not start until September 9thAt no time did she say that she wanted or needed them in a week.She called the shop on Tuesday, August 11th and asked me if her shirts were readyI told her they were not but that I would leave a note for our monogram employee to work on them the next day and unless there was a problem they would be readyI left to go out of town on August but called the shop make sure that my employee had seen my note and if the shirts could be ready that dayUnfortunately, the employee had not located the necessary file but informed the customer that the shirts would be ready on Monday, August 17th when my partner would be back in the shopWhen the customer came into the shop on August to check on her shirts she was informed by my employees of the situation and given apology and promised that she could pick them up on the 17thAt no time was she ever told that they would “eventually” be ready Our employee maintained as professional manner as possible given the agitated state of the customerDuring this conversation there were two other employees present that witness the exchange and would attest to the accuracy of my statementsAt no point were her shirts ever lost or misplacedShe was told that upon my return the following day, I would issue a refund as my employees needed to discuss the matter with meOur store policy is “Store Credit Only” and this is printed on the receipt so a specific situation has to be approved by one of the ownersIt should be noted that she also did not bring her receipt.The customer returned to the store on August 13th with her Mother to pick up the shirts as she did not want to wait until the 17th and get a refundShe did not bring a receipt and was told again that I would process a refund upon my return the next dayShe was extremely unreasonable, agitated and disruptiveHer Mother asked my two employees to take money from their own pockets and give it to themIt should be noted that she did not pay cash, she charged them on *** The customer’s behavior was so extreme that our employee called the police to have her removed from the storeIt was noted by everyone that her own son had his hands over his ears in order not to hear his MotherThe police can and took the customer, her Mother and son outside of the shopThe customer left and our employees filed an incident reportThere was another customer in the shop who witnessed the events regarding this customerShe can attest to the behavior of this personI returned to the shop the morning of August 14th and at 10:issued a refund to the customer’s *** after retrieving her receipt in our computer which is something only an owner can retrieveI had been informed of all the events by my employees and wanted to take care of the matter as quickly as possible The customer called me while I was processing the refund.She called back minutes later and informed me that *** had no record of the refund I read her the transaction receipt as proof The customer that was in the shop as a witness to the events called me at 10:to tell me that my employees had handled themselves with the upmost professionalism given the difficult circumstances that in her opinion the woman was “crazy and totally unreasonable”

The customer brought in 6 shirts and a white medical jacket to be monogrammed on August 3rd. She requested the medical jacket to be done within 10 minutes while she waited. Our monogram employee had the time so she did it on the spot as a favor.  The customer offered to pay for the entire job up front ($60.00) since she was taking the jacket. As a consideration for a new customer We waived the rush fee. At no time was she told that she had to pay up front.The customer was told that the turn around time was usually a week but our monogram employee told her that it could be longer due to the fact that my business partner was out of the country and had knowledge of the specific program that was required to produce the “H” that the customer wanted on the 6 shirts. Our monogram employed explained to her that the program for the “H”had been downloaded in 2013 and needed to be located in the program. She said that it was not a problem as school did not start until September 9th. At no time did she say that she wanted or needed them in a week.
She called the shop on Tuesday, August 11th and asked me if her shirts were ready. I told her they were not but that I would leave a note for our monogram employee to work on them the next day and unless there was a problem they would be ready. I left to go out of town on August 12 but called the shop make sure that my employee had seen my note and if the shirts could be ready that day. Unfortunately, the employee had not located the necessary file but informed the customer that the shirts would be ready on Monday, August 17th when my partner would be back in the shop. When the customer came into the shop on August 12 to check on her shirts she was informed by my employees of the situation and given apology and promised that she could pick them up on the 17th. At no time was she ever told that they would “eventually” be ready.  Our employee maintained as professional manner as possible given the agitated state of the customer. During this conversation there were two other employees present that witness the exchange and would attest to the accuracy of my statements. At no point were her shirts ever lost or misplaced. She was told that upon my return the following day, I would issue a refund as my employees needed to discuss the matter with me. Our store policy is “Store Credit Only” and this is printed on the receipt so a specific situation has to be approved by one of the owners. It should be noted that she also did not bring her receipt.
The customer returned to the store on August 13th with her Mother to pick up the 6 shirts as she did not want to wait until the 17th and get a refund. She did not bring a receipt and was told again that I would process a refund upon my return the next day. She was extremely unreasonable, agitated and disruptive. Her Mother asked my two employees to take money from their own pockets and give it to them. It should be noted that she did not pay cash, she charged them on [redacted] . The customer’s behavior was so extreme that our employee called the police to have her removed from the store. It was noted by everyone that her own son had his hands over his ears in order not to hear his Mother. The police can and took the customer, her Mother and son outside of the shop. The customer left and our employees filed an incident report. There was another customer in the shop who witnessed the events regarding this customer. She can attest to the behavior of this person.
I returned to the shop the morning of August 14th and at 10:07 issued a refund to the customer’s [redacted] after retrieving her receipt in our computer which is something only an owner can retrieve. I had been informed of all the events by my employees and wanted to take care of the matter as quickly as possible.  The customer called me while I was processing the refund.
She called back 10 minutes later and informed me that [redacted] had no record of the refund.  I read her the transaction receipt as proof The customer that was in the shop as a witness to the events called me at  10:30 to tell me that my employees had handled themselves with the upmost professionalism given the difficult circumstances that in her opinion the woman was “crazy and totally unreasonable”.

8-28-15 The customer did not have her receipt when she came in to the shop on August 13th.  Her mother asked my employees to take money out of their pockets for a refund. I came in on August 14th and issued her a credit immediately after retrieving her receipt from the system.  I...

will follow up with a full report.

8-28-15 
The customer did not have her receipt when she came in to the shop on August 13th.  Her mother asked my employees to take money out of their pockets for a...

refund. 
I came in on August 14th and issued her a credit immediately after retrieving her receipt from the system.  I will follow up with a full report.