Alex S.
Yelp
This review is for an experience I had this weekend. I mentioned to the store employee that I was driving through Chattanooga from Atlanta and did not live in the area. I purchased a wonderful painting and small bookcase with sliding glass door. The store employee insisted that I pay first before we loaded the furniture--totally understandable. I pay with credit card and then we try loading the small bookcase into my backseat. The bookcase is just slightly too large and will not fit. When I ask if it is possible to receive a refund for the $100 bookcase, I'm told the credit card charge has gone directly to the vendor, and the store will get in touch with the vendor tomorrow.
With no word by 2pm the next day, I call for an update and am connected with the owner. The owner, Carole, says she can't do a refund but can be "a little lenient" about when I come back (from Atlanta!) to pick up the item. "But I can't keep it for you forever!"....implying at some point I just forfeit the item AND the $100 I paid them and the store just resells it to someone else?! I explain that in order to rent a U-Haul I'd have to pay a one-way move rate, which starts at $240, plus mileage (100 miles), so it would cost somewhere between $300-$400 to pick up a $100 item.
Carole's response to this is "Well, I know you'll be back." I restate that I live in Atlanta, 100 miles away. I ask if there is any chance I can get in touch with the vendor to explain the issue. Carole tells me the vendor is definitely not available today, that she would tryyyy to get in touch with the vendor in the next few days, but there's a chance the vendor may not speak to me at all. I should mention in regards to this last statement that when I had a question about this same bookcase BEFORE purchasing it, a store employee texted the vendor who responded immediately.
Currently, Refindery possesses both what I paid them ($100 + sales tax) AND the item I paid them for. It would be nice if the store owner could just offer to Venmo me $100 for the item or give me store credit and I will just eat the sales tax.
What disappoints me the most is the owner's attitude towards the situation. I understand the store doesn't usually do refunds, but I didn't know that before the purchase, nobody mentioned it, and instead of being sympathetic towards the situation, Carole has decided to turn an easy solution into something much more complicated, and unfortunately I get the impression she just doesn't care now that she has my money. It's a unique situation with me living out of town and sometimes you make exceptions to the rule, especially for customers who purchased other items from your store.
This review will be staying here until the issue is resolved.