Cook and Craft

I had the absolute worst experience at this shop today. I went to the shop yesterday where I waited 20 minutes for the owner to return from an errand (a sign was posted on the door stating he would be back at 4:20, he arrived at 4:30.) He did help me find the items I was looking for. I bought two items total. However I did not notice that one of the items I bought was $ 20 more than the item I was shown. The item I was shown was stainless steel and was less money than the copper plated item I bought. Admittedly, I should have balked at the price before checking out, but I was in a rush and just thought that the second item I bought at the same time just cost more than I thought. I realized my mistake when I got home.
I went back to the store first thing this morning and asked to exchange the item. I was told there was a balance of $ 21 and that it would be a store credit. I explained the mistake I made and asked that the balance be refunded to my credit card. The owner explained that was not the store’s policy. I said I understood, but that since I was just there yesterday perhaps an exception could be made. The owner said he couldn’t do it because it would mess up his paperwork with his accountant. He said to just take the store credit because he was sure I would shop there again. Well he was wrong! I was slightly flustered, I had no intention of ever shopping there again. I said never mind and that I would just keep the item. I took my things and left. I then called the store from the car. A woman answered and I explained who I was and that I just wanted to say that I would never be shopping there again. She said she was just the owner’s wife and that she had no authority. In my opinion she shouldn’t be answering the phone if she has nothing to do with the business. She kept asking if I wanted to speak with her husband. I told her no, that I just wanted them to know they lost a customer.
A few minutes later I received a phone call from the owner. He explained that he would not refund my card while I was in the store because there were other customers there at the time. He said he would be happy to refund me now. I explained that I had already wasted half and hour of my time getting to his store in the first place and that I was already almost home. I did not want to turn around and drive all the way back simply because he was unwilling to make an exception in front of other customers. In my opinion making that exception in front of the customers would have shown him to be reasonable. Instead he made up a unbelievable excuse and lost a customer. I have worked in retail and I know for a fact that the rules can always be bent. Especially if it was an honest mistake made by a customer.
It’s extremely unfortunate that the owner was so short sighted. I love to shop locally and prefer to shop at small businesses. I cannot believe that $ 21 was worth losing a customer over. Not just this customer and all my potential future business, but also any friends and family I have and would have referred to them. I will NEVER shop there again. I will find some place else to spend my money and I will tell everyone I know what a terrible experience I had. I’m sure William Sonoma will happily take my money and provide better customer service.

I have been to this nice little hidden gem store many times. It’s especially nice for gifts. I got my mom this really unique cutting board for example that has turquoise stone somehow inlaid into the wood! The guy there is quirky but really nice. He’s a trained chef and really knows his stuff. He can come off as a know it all but in the end he actually does know it all. Bottom line is great selection of quality goods, fair pricing and a well trained knowledgeable staff.

This store is a jewel for not only serious cooks but for those who are looking for unique gifts.

Very impressed. Chock full of essentials, luxories, and fun items like bourbon barrel aged maple syrup or sliced granite cutting boards made here in New England. The owner was knowledgeable and the store’s dog was pretty damn cool too. I got some holiday shopping done, I look forward to finding a reason to go back.