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My initial experience at this distillery was awesome. The tasting was a lot of fun and the bartender was very engaged. After the tasting I decided to purchase a bottle for myself! That is where the experienced went awry.

I went to the check out counter. You are given a wristband to show you paid for the tasting. It also gives you five dollars off anything in the store.

So I brought my items up to the counter where I was greeted by Mary. I placed my items on the counter, and she asked me to present my wristband. I did so, she grabbed her scissors to cut the band. And as carelessly as ever cut my wristband to include my wristband that was adjacent to the wristband…

I didn’t feel it and she presented me the cut wristband, and stated “ugh I hate when they put the wristband close to personal bands”. “Sorry bout that, you heat up each end with a lighter to fix it”…

She immediately went to how much the product cost and asked for me to insert my credit card….yup. Straight to the payment.

Now I am not in the customer service industry (active duty Navy Sailor), but if i was Mary I would be mortified. I would have went right to my manager to get them involved and find some resolution.

Okay I am no “Karen”, but I was just shocked and processing everything. Little did she know is that this wristband was in honor of my father who passed away five years ago from cancer. A very sentimental items to me. And her clear lack of any concern was really eye opening.

So we left the building and walked down the street still processing it…but after thinking I was just couldn’t get past how much Mary just didn’t care at all. Almost as tho it was my fault and that it happens “a lot to other customers”. Her carelessness is just eye opening.

So we went back, and asked to speak to a manager. Talking to Mary would have yielded nothing…this is where it was a five star experience considering everything. Alex the manager was very very very apologetic. He handled everything with remorse and concern. And allowed us to pick an item from the store, obviously this is nothing compared to losing this item…

Alex is clearly a great manager and knows how to interact with his customers. Mary on the other hand is extremely careless, and doesn’t show any effort in her job. Sadly anything above a 1 star review would not bring attention to this issues.

Bottom line, have the customers remove their wristbands. “Sir / Ma’am, good afternoon! How was your experience!? Below you is a pair of scissors, go ahead and cut the wristband presented to you at the start”…

It’s very simple. It’s unfortunate a great experience was derailed by Mary’s carelessness and lack of concern / remorse. What’s worse is the comment “I always ask that the guys in the front don’t put the wristband next to personal ones”. So this happens often…and accordingly her it’s not her fault.

I get it, this isn’t a bad food order that could get re-done. You can’t fix the wristband…and I am not looking for free items. But just please have some care in your job! I lost a very sentimental items to some laziness.

Alex, keep up the great managerial work. Mary, please start caring a little more!