Rachael Geaney
Google
I’ve been a loyal customer of Happy Valley for years, spending hundreds of dollars each visit while building my own little library. As a product designer, I often purchase art and design books, both in-store and online.
I usually go into to store to purchase books but recently, I ordered several books online but realized I had too many on product design and wanted to exchange them for other titles. I left the books unopened, still in their packaging to show I hadn't used them, and checked the refund policy beforehand, which clearly stated that exchanges were accepted.
When I went into the store to make the exchange, I was met with so much hostility. I was told to step aside, even though I was next in line, and then grilled with questions about why they were still in their packaging and what I was going to swap them for as if I were trying to do something wrong. The staff member even insinuated I was a stylist buying books only for staging decoration, which was insulting and made no sense given these were niche product design books. I’ve never tried to exchange anything here before and I wasn’t asking for a refund — only a simple exchange for different titles, in line with their own stated policy.
He was giving mixed messages about exchanging them but the interaction left me feeling unwelcome, embarrassed, and completely shocked. I was so confused as to why he was being so rude. It’s disappointing because I had always made an effort to support this local bookstore, but after this experience, I won’t be returning.
Seeing his responses to their negative google reviews speaks volumes.