Maufrais — Local services in Austin

I don’t normally feel strongly enough about customer service interactions to write a review, but our experience here was so bad I’m still thinking about it nearly a week later. We walked in on a normal Tuesday night around 6 p.m. looking to get custom hats. My friend and I were both ready to drop $300+ on hats, but to our dismay literally no one in the store acknowledged us. We were looking around for 20 minutes at hats and trying things on to gauge our size. There were plenty of workers mulling around and a large group in the back dancing and making TikTok’s while getting hats made. It looked like what we thought was an influencer party. We felt pretty uncomfortable due to the stares and even scowls we received from the group and some employees to the point where we were unsure if we had stumbled into an event we weren’t invited to. But again, no one said anything to us and other customers were being helped and spoken to while we got ignored. I finally walked over to the least threatening looking employee and asked “so, how does this work?” She looked pretty deflated and unenthusiastically brought us over to a different part of the store to get our sizes taken. I explained that we would like to get custom hats made and she looked us up and down and discouraged us from it. She steered us towards pre-made ones and seemed like she was incredibly reluctant to help us. We were pretty upset about the lack of enthusiasm or kindness we were shown. Also, we tried to see if the store was closing, which we would have gladly understood and left to come back at an earlier time another day, but received no communication from anyone about it. We felt overall like the store was more interested in offering free products to influencers (who make a lot more than an average shopper) than providing an awesome experience to a paying customer. Again, we could be wrong about what was going on there, but we felt so snubbed and disappointed by the borderline hostile environment that we left feeling like we weren’t good enough to shop there. Based on other reviews, it seems like this is a common issue and employee training is needed. As a small business owner myself, I’d want to know how my employees were handling the customers that make...

My husband and I visited this store from out of state, I have to say this is probably one of the most unique stores we have ever been to that actually sold real authentic genuine turquoise, let alone offering their unique hat fitting experience with fun accessories that you typically only see on social media. When we saw how fun this store was, we knew we had to keep shopping and potentially buy something here! We were ecstatic!

We were accompanied by Adrienne, and I will say she was a delight and a very kind-hearted woman whom we had the pleasure of meeting. Although we did not leave there with a turquoise piece as much as we thought we would; we did leave there with not only a very unique item from a special artist she knew personally, but we left there with an incredible experience we would never forget. Because of her professionalism and genuine care, she took to ensure her customers were happy whether she made "the sale" or not, is why we wanted to leave this review.

Adrienne truly made us feel like part of the Maufrais family. We will never forget how genuine she was by simply saying "I want you to have a piece you love" and not forcing something on us just to make that sale, truly meant the world to us. If we weren't pressed for time because we had a plane to catch, we definitely would've bought more items from this store!

Thank you so much Adrienne for being who you are and making us feel so special, even on a time crunch! Although we may not be in the same state, now that we know you sell the turquoise hat buckle at your store, we hope to give you that sale in the future!

~Best Regards,...

After reading similar reviews I decided to post this. Not once have I written a review or complained about service but I felt I have to after my experience here as it was unlike anything I had witnessed before, especially in a nice, busy store on south congress. When entering the store, there was not one other customer besides my boyfriend and I, and yet, not one employee acknowledged us. There were about 4 working. Continuing on through the store, my boyfriend and I looked around and still had not been spoken to once. The employees chatted amongst themselves until my boyfriend finally went out of his way to ask them a question. He asked if it was possible to have work done on his Stetson, however, he had not purchased it there. Therefore, they weren’t able to which was understandable. Yet, the tone and way in which they said this was extremely condescending and I was shocked. Furthermore, we continued looking throughout the store at pieces and the employees were making jokes under their breath about depending on how much we spent or what we bought for the hat that maybe they would help us anyways. After this I told my boyfriend we should leave and we went into Allen’s and spent our money in a place we felt welcomed and acknowledged. Overall, the service here was shockingly immature, disrespectful and it was a shame. I will never be back and will always recommend other hat...