Golden Galleon

Shocking response to defective product purchased in their store



I felt compelled to write this based upon the most horrendous shopping experience I have ever had. I purchased a pair of very comfortable and expensive slip on wedge shoes with which I was happy until after a few months, one of the rubber heel began to collapse in warm weather, making the shoe cave down a significant amount (1/2"). I nearly fell several times and brought the shoes back to the store to inform them that the manufacturer had provided a defective pair and I would request that they send them back for a replacement pair. The sales representative reminded me that they had a 14 day return policy and that policy was firmly enforced. I explained that the merchandise was DEFECTIVE and that the manufacturer would understand and replace at no cost. She told me to call the owner so, I asked to make the call there at the sales desk, which she did. The owner took my call and reiterated the return policy saying they would make no attempt to contact the supplier. I told her that I was surprised that she had no interest in quality control and sharing feedback with the supplier or rectifying a situation with a REGULAR customer. She then became rude and said to me "oh, so you purchase many defective products do you?" inferring that I was somehow trying to get something for nothing. She went on to say that she didn't need "regular" customers like me anyway. I told her I had never been treated so poorly and that I would not return again, nor would I recommend her business to the many people with whom I work given her unreasonable, uncaring, unprofessional, and downright insulting comments. I was very careful with my choice of words and remained calm and as objective as possible given my humiliation and treatment by this business owner. She even threatened me that I was disrupting her business establishment and that she would call the police if I did not immediately leave the premises. I invited her to do that and requested that the sales representative give me the contact information for the manufacturer. When I later sent a picture via e-mail to the manufacturer showing the heel collapsing, they immediately replied that I could send the shoes back and within a week, they had shipped me a new pair. The owner of the Golden Galleon Boutique is rude, unprofessional, mistrusting and does not deserve future business. I regret if this person's sad outlook on business is because of past experience with customers, but regardless, behavior reflecting common decency is not much to ask. — at Golden Galleon Boutique.