Redefine Design on the Avenue — Attraction in Louisville

Poor customer service. Lady at front counter too busy scrolling on FB videos for proper acknowledgement when entering store. Should've trusted my gut instinct in May when I took 5 picts in to consign; and she was confrontational arguing that she did not advise me an appt wasn't necessary when I called to make appt. Left my items anyway. Emailed the manager on 9/1/25 we would be in on 9/5/25 to pick up items. Arrived to learn they can't locate 3 of my 5 pictures. Once again, she was rude and confrontational; told me she would call if they found my picts. I asked what happens if they can't find them; was told I had to talk to manager. He was as rude as her. Initially told me someone must have taken them out to "try". Info on BBB site states that can be done for a time period of 24 hrs; with the customer leaving a credit card. Store had no documentation of who may have taken them. Then he tried to tell me they had probably reduced the asking price. Took out his calculator to tell me what he thought they "had probably" reduced them to and offered me 50%; again no documentation on my account in their computer; he was simply guessing. I strongly advised I either wanted my pictures or the full amount of the value they had placed on them. After much "discussion", he agreed to write me a check for the full amount and close my account. Upon receipt of the check, I thanked him and put my hand out to shake his. He put his hand in the air, said "that's okay" and walked away. So unprofessional for a manager in a business such as this. I am a businessowner. They both would've been fired on the spot if they represented my business that way. After looking closely at a Pottery Barn picture I had taken them, the frame is scratched and appears to have been, at least loosened, as the corners on the metal frame no longer meet. They may be fine to purchase items from, as we have done in the past; but be very careful...

I picked two candlesticks out of their back "Christmas consignment" area having been told "everything back there is half off". I left them up front and the lady noted they appeared incorrectly labeled, but said she "believed me". Assuming that was the end of it, I then wandered around the store thinking about what items I might like to choose for the house for at least 30 more minutes, then decided to head back home to think about what the house needed prior to deciding what to buy. I went back to the front and was told in the awkwardest and rather impolite way that the items were not half off, by a different woman. It was clear the error had been discussed between the two earlier. No token apology, no "sorry for the confusion", no "I understand why you may be disappointed". When I said they looked Christmasy and could there have been an error in the labelling I received a vague "eh" and no answer. Perhaps the lady thought I was lying. I'm out ten bucks so it's really not the money I care about, but as soon as I purchased them I regretted it and wished I'd left them on the counter. It was rude, inconsiderate, and awkward, once the error had been discovered, to allow the customer to continue to wander around for so long unaware that there had been an error. Why not just come up to me and tell me so I can have a moment to think about it? In those circumstances, waiting until the customer feels pressured into purchasing the items before making the error clear is also rude, and in poor taste. Will buy my furnishings and decor elsewhere...

I discovered Redefine Design while riding up Frankfort Avenue from Mellwood Ave. I'm from Jeffersonville, Indiana and at one time was a commercial interior designer in Hawaii. Victor and Redefine Design have assembled a cut above consignment and interior design store. My passion is interiors and I seek to add things that make my paradise at home special to me. This is the spot to add those hard to find thing of yesteryear and today. Things that add that special something that personalizes your home at reasonable prices. I rate colors, furniture, and arrangements as from tinny to fabulous..This design house on the avenue is both fabulous and fun...and the Candy at the exits give the store...