Norman's Hallmark Shop — Local services in Dallas

Dear Hallmark Customer Care,

I am writing to share a very disappointing experience at your Dallas, Pennsylvania Hallmark location.

While shopping there recently, I witnessed my two young girls, both the age of eight, being spoken to in an extremely condescending and disrespectful tone by the store manager (gray hair) and the young woman working behind the counter spoke in a snotty tone and refused to provide requested information about customer care.

We were in the store to buy each girl a toy. We were there shopping quietly and respectfully for around 15 minutes. The girls were browsing and handling a toy ball(yes they absolutely bounced the ball to test it out maybe 3 times (I hope this is on camera and someone can review this scenario); as that is what the ball was for), yet the way they were addressed was unnecessarily harsh and inappropriate for children. I kindly and respectfully spoke up on their behalf. The store manager should never speak to anyone in the manner that she did, let alone two young girls, who were quietly browsing the store for a toy, causing absolutely no harm.

I was standing nearby and could clearly hear the exchange. I do not believe the store manager noticed me standing on the other side of the isle, because if she did, I don’t believe she would have spoken in the cruel and condescending manner that she did to children. I attempted to respectfully address the manager and mention that while I understood her concern, her tone was unkind and unnecessary. A simple “girls, please don’t bounce the ball” would have been a perfectly reasonable request if you don’t want kids playing with kids toys that are for sale in your store. The manager immediately became defensive and starting to talk to me with the same rude and dismissive attitude. I honestly couldn’t believe this entire situation was happening.

Since the manager was incredibly rude and abusing her authority, I decided to go to the counter and ask the sales associate at for contact information for customer care to help address the issue. To my surprise, the young girl working the counter treated us in the same manner. She refused to provide a phone number, the manager’s full name, or any customer service details. Another customer then approached the counter and said she heard and saw the entire encounter with manager and she said she could not believe the way the manager spoke to the children and myself. She said something should be done about this. The girl treated the other customer in the same dismissive tone she treated me. Her attitude was equally unprofessional. She said “We don’t have any Customer Care Information. I kindly asked again and the girl asked us to leave the store, so we did.

This is not about the fact that the girls picked up a ball—it is about the way they were spoken to and the way I was spoken to. We did absolutely nothing wrong, unless you consider quietly browsing the store for some toys to purchase.

There is always a respectful and appropriate way to guide young children in a store, and this was not it. If such toys are not intended to be handled or purchased, they should not be offered for sale at all. Why sell toys for kids if they are going to be treated less than what they deserve.

Unfortunately, this experience has left me with no desire to return to this Hallmark location as long as this manager remains in charge. I have since heard similar stories from others about this same individual, which is very concerning. There are also similar reviews on Google about the same two people that were so Incredibly rude to us.

Hallmark has always been a brand I associate with kindness, warmth, and customer care. This experience was the opposite of that, and I sincerely hope you will review this...

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