The Guild Shop — Attraction in Houston

Many of the prior reviews from others here are valid, both good and bad, SO this is a mixed bag review for me as a consignor:

Most of the consignment intake people are cordial, some are ambivalent, and some are absolute gems, like Maria at the review/pricing table and the absolute sweetheart in the reception area (please forgive me, your name escapes me at the moment).

For a "Christian organization" primarily staffed by volunteers, there are some who either take their roles a bit too seriously, or are just bitter and shouldn't be wasting their time if they aren't practicing Christian values in their attitude. I've been mostly consigning here (and occasionally shopping) for many years now and have formed the opinion that neither the customers nor consignors seem as important as their revenue, and comes off a bit like "move the product, the needs of our beneficiaries are most important".

This building is far too small and they have SIGNIFICANTLY outgrown it based on the way much of the inventory is organized(? hmm)/displayed, and I think moving to the Heights in a larger capacity facility, or at least closer to I-10 where there are properties much more suitable for their needs for space would be ideal. It's also difficult to get around some people as there are other stubborn customers who won't shift themselves in the narrow walkways.

Keeping the conditions of consignors' items does not seem paramount, as I have had items that were parts of sets come up missing and then lost the item to their donation because of such actions and the staff just shrug it off and "oh well, your loss" (just presented in a much more corporatized manner without compassion). Also, consigned furniture gets stacked upon with other items, causing the furniture items not to be in the same good condition in which they were initially consigned (scratches, scrapes, and dents; I think this is due to the constant turnover of the physical labor contingent that appears as if they are performing their required "community service", i.e., they don't really care, although I am just assuming based on previous similar experiences elsewhere).

I'll continue to consign here, as the items I do actually sell pleasantly surprise me and outnumber/outearn the items I do lose to donation, I just don't need the "inner loop/Montrose/River Oaks" attitude from a select few volunteers there when I ask informational questions, they'd be better off doing their mimosa brunches and enjoying life in retirement...remember, one bad apple ruins the whole bunch for most. I just may not bring as nice of items as I used to, or as small, as these tend to get lost in display and eventually donation, or damaged. EVERY volunteer in every department here needs to be trained in cordiality and respect to every person that enters their shop to consign and purchase, as without consignors, you have no product to create revenue, and without customers, you have no revenue.

No merchandise? No mission. Everyone plays an important part. Please...

I rarely leave negative reviews and have never left a Google review, but I'm just very disappointed. Been shopping here for years (10+), mostly jewelry. Always had a lovely experience and enjoyed chatting with the volunteers, but in the last two to three weeks had very upsetting interactions with the jewelry department. I called in to purchase a piece (per policy) and found out after I went in a few days later to pick it up that it had been put back and sold becuase my card didn't go through (I made a different purchase that same day in the store so I'm assuming some numbers got jumbled in the phone call). I was told I had been called back soon after, but after checking my call log, that wasn't true. I let the manager know that I was upset, but ended up purchasing another ring and left - I felt I was very reasonable; I did not raise my voice, or flail my arms...etc. I just heard back from my jeweler (I make it a habit of taking any pieces I buy second-hand in for a check) that the stone in the ring I bought that day was synthetic. This would normally not be an issue, but I was told (erroneously) by a volunteer salesperson that while they didn't know what it was, they had it tested and knew it was natural. I called back and spoke to the jewelry manager again - in a call that lasted 5 min and 43 seconds where I was explaining how disappointed I was to have two unfortunate issues happen back to back in so short a time, she escalated the situation by cutting me off and saying she would give me my money back if I agreed to never shop there again. I have to say I was shocked. I had not asked for my money back and was not going to - I know the money goes to good causes. I had considered asking for store credit or an exchange, but was never given the time to even get to that point. I immediately responded that I would not need a refund, but I would also not be shopping there anymore. I will miss the lovely volunteers who I enjoyed chatting about jewelry with and sorry that I will not be purchasing/donating to this organization anymore, but I've never felt so disrepected by a business in many, many years. I would never tell anyone not to shop here, but if you purchase jewelry, just please be sure to ask specific questions ahead of time, take pictures with your phone, remember who you spoke to, and keep...

I have been a customer at The Guild Shop for many years and have been satisfied until today. This week my wife and I were there and made an offer on a sofa. The person who was to make the decision on our offer was on the phone and said she would be right out. She never came out but went to lunch instead. I left a message asking her to call me. The next day I got two calls from The Guild Shop and the second one was from the lady I needed to talk to. We discussed the matter and agreed on a price. They were about to close so she said to come in the next morning and talk to a person who could do the actual markdown, as it would be her day off. We went in the this morning as instructed and waited for the man to come into work at 11:00. When the person showed up he said "well she is not here so this is a completely different situation it makes no difference what she said". He then went to talk to someone else and said that they would not honor the price that I was given and had agreed to. I live a long distance from the shop and had arrived early as the lady said if the sofa sold before the man got there, at the higher price, that was just how it goes.

I was very angry for the run a round and left. When I returned home I called the manager who essentially said that was against their policy and that she would not honor the verbal contract I had on the price of the sofa. Real nice people don't you think? It is clear that the first lady should have turned down our offer in the first place, but since she agreed to the offer and we lived up to the parameters she set, we have a verbal contract which in the state of Texas is just as binding as a written contract. It is clear that The Guild Shop does not care about breaking the law nor do they have a sense of fairness.

The funny thing is when the manager called me back she had a group of MBA students from Rice, I believe, there that she was doing a session with. I hope she told them to pay attention to Contracts 101. The manager is going to talk to the lady who made the deal with me and call me back on Monday, but that they were not going to honor the contract. They do not understand or care about customer service at all. That is sad because The Guild Shop is supposed to serve the community as...