Bentonville Mercantile — Local services in Bentonville

So, I was waiting to see what this owner would say in reply to my 1-star with no comment review, and they did not disappoint. The owners are myopic. They are self-centered and fail to understand basic business principles and fundamentals lacking in a customer service focus.

Our family goes out of our way to support local businesses. I have referred friends and family to the shop . . . but this experience confirms the owners lack good business sense and customer service. It is all about them....Period.

This past April, I went to the store to purchase a few local gifts for my son to give to friends that he was visiting out of state. I specifically asked the sales person if I would be able to return an item if my son did not want to give one or two of the items. The staff member emphatically said, "Yes, with a receipt." I made my purchases.

A week later I returned with receipt in hand to return two of the items (I had purchased 6 items). Another sales person then working advised that "All sales are final" and pointed to a sign on the wall, behind the register that blends with their other wall décor. It is laughable that they think their posting is "clear and conspicuous" (a legal term) as most familiar with running a business do follow.

[Tip - If you want to have a local scavenger hunt, include on your list "Find the 'All Sales Final' sign at Bentonville Mercantile." It will stump your players.]

Before I decided to make this post, I reached out to the owners trying to resolve the issue professionally as they request in the other the other Google reviews where they received poor ratings and reviews. I called a few times but did not get a call back (leaving message). I tracked down their email and tried.

Their response....

I'm sorry you are not happy with our policy. It is a store policy based on the fact that we work with so many vendors that we pay out. It would just be a nightmare for us to deal with constant returns. It has always been our policy since we opened 4 years ago. We also have two signs posted at the register. Most specialty shops don't do refunds, especially on seasonal items. That young man has worked with us for a while at our shows and in our shops and he does know our policy. We do appreciate you shopping with us and I am sorry you don't agree with our posted policy.

I won't bore with the many false statements they make above . . . but judge for your self about the signage (see attached).

You can't trust the staff when you actually ask specifically about their policy. If you choose to shop and have an issue, don't waste your time with the owners. Instead expect your feedback to be responded with unwarranted comments in their online replies.

In their reply to this review, they continue with false narratives trying to blame the customer. I did not return two items because of a change in the weather. This community includes people from various parts of the world....and some of these places are cold year round - like where my son was to visit. Trying to claim that I returned because of weather is nothing but a...

For local shops that have built themselves off the backs of local artists you would think the owners would treat their vendors with respect. HUGE lack of communication and rude curt replies when they do finally get back (this goes for Summer in particular). I’m (Aquarian House Jewelry) happy to be gone from all 3 of their stores and would strongly advise against partnering them if you’re a vendor considering it. Also they don’t reimburse vendors if items get stolen or go missing. Check out The Boho Boutique in Fayetteville for great handmade...

I'm so sorry, but not surprised, that you have to put up with the rants of customers that need to "go off" on you even after you respond with a perfectly reasonable explanation for the issue. Unfortunately it's the norm these days when so many believe they're entitled to having their own way regardless of stated rules like " all sales are final". We plan to visit your store as part of our visit...