Jacob W.
Yelp
I was in town for a long weekend, visiting close family friends who live in Edina, and they recommended I check out MartinPatrick3 while in town. As someone who lives in NYC, I was initially very impressed with the store itself as well as the level of service provided by the staff. Over the course of two days, I purchased a couple of items as well as made a large purchase on my first blazer. I felt cared for and waited on by patient staff, who helped guide me in this significant purchase! I was initially excited to support a small, local mens boutique as opposed to shopping at a big department store.
The blazer I had purchased needed a few alterations done, and I was told by my sales associate that all in all, the alterations would take a few days and I would be receiving my blazer late the following week, or first thing the week afterwards. I felt this was a reasonable timeline, and I left feeling excited about my purchase.
My experience with MartinPatrick3 post-purchase could not have been more different than my purchase in-store. After two weeks, and no communication from the store, I followed up with my sales associate, who communicated that there had been a delay and the blazer had not shipped yet. I was told it would be shipped out the following Monday and I would be receiving it by Thursday at the latest. That Thursday, nearly three weeks from the date of purchase, it had not arrived. Again, because there had been zero communication from the store, I followed up to inquire about where exactly my blazer was, as well as to express my disappointment and frustration with how long it had taken, and the lack of communication from their end. I spoke to a manager, Hoss, who offered a thinly-veiled apology, explaining that despite having been given a different timeline, they "had done their best" and there was nothing else they would be able to do. When I inquired about what else they may be able to offer since the mistake was on their end, I was expressly told "I don't see how that would help repair the relationship." All in all, his arrogant attitude communicated to me that I was a second-tier customer, and they had no desire to repair the relationship. My conversation with the store manager left a worse taste in my mouth than the jacket arriving weeks late. Frankly, it was not the kind of experience I expected when shopping with a local high-end menswear boutique.
I followed up with my sales associate and expressed my frustration and disappointment, and asked me to pass along the contact information for the owner, as I felt the need to communicate how I had been treated. At the time of this publishing, it has been nearly a week and I still have not received any sort of follow-up from MP3. At the very least, I had expected to receive an email or phone call from higher management, but the lack thereof only solidifies what I had been feeling all along: that I was not an important customer and my concerns were unimportant.
It is a real shame, as I loved the store and the products being sold there, but after being treated by higher-level management this way, I will make it a point to avoid supporting their business in the future.