Alice H.
Yelp
We moved to Boston two weeks ago - just down the street from this adorable shop! Couldn't have been happier to have them, Polkadog, Coppa, etc. all as our neighbors.
Yesterday I purchased a bottle of chilled rosé, a small block of cheese, and some crackers. When I left I said to my partner something like, "I'd rather overpay and have high quality food from this place than get more at some supermarket." So pleased! We are truly wine-and-cheese obsessed, so this felt like the sweetest version of fate.
However, just as we reached our corner, the bottom of the Formaggio bag broke open - the bottle of wine crashing to the sidewalk with an explosion of glass and pink wine. All over my feet, my tiny puppy, and our neighbor's stoop. We cleaned it up as best we could, wrapped the glass in the paper from the bag, and I insisted on heading back to the shop before they closed in order to replace it.
Formaggio closes at 7:00 on Saturdays, so I ran down to make sure I arrived before then. I got there at about 6:56 - I know because I was watching my phone to ensure I wasn't late. I literally got to the door as they were locking it, and tapped on the window. The woman walking away from the door clearly saw me, but didn't make any move to help. I don't have any problem with a shop closing a little bit early - that's a benefit of owning/working at a small business - but I think decency would dictate that if a customer (carrying YOUR STORE'S BAG) appears before posted closing time, you open the door.
I tapped on the window again. And again. When someone looked over, I held up the broken bottle with a shrug - help! - and she came to open the door. I explained that I had just bought this wine, but it broke through the bag once I got around the corner. She asked what I would like her to do about it. Surprised, I said I thought they might be able to replace it. She condescendingly said, "That's out of our control."
Well, not really. Because your store put your product in the bag. Your store bag. And it really could have injured me (wearing sandals) or my puppy, who is a three pound baby. (Can you imagine if that bottle had broken through the bag and ONTO HIM?! The stuff of dog-mom nightmares!)
However, I truly was not coming back to cause problems. I just thought that at the very least, I would get an, "I'm sorry that happened!" and I could BUY another one. I mean, these are OUR NEIGHBORS. I felt like I'd been slapped in the face - it never even occurred to me that our new favorite shop-around-the-corner would respond by basically saying, YOUR PROBLEM. She could not have cared less. I left it by saying: 1) please don't put cold wine in paper bags on hot days (or maybe double bag bottles generally if the bags aren't sturdy enough?); and 2) I'm incredibly disappointed, because we were so excited to live down the street from your shop.
Normally I wouldn't even care, but it just adds insult to injury in this case: the $5! crackers (in the cute, tiny box) were stale, and no one ate them.