Imago Dei — Local services in Franklin

I am frustrated with the customer service and lack of communication I have received from this store. As I see their other 1 star review, I see this may be a common issue for this company.

Back in September, I came back home to visit family and asked about buying a print I had seen this summer. The lady told me she had some in stock but that she wouldn’t sell it to me as the plastic wrap it went in was on back order.

Fast forward to January 2nd, 2023, I came to this store and inquired about the same print. Sarah (or at least this is the name on the receipt) told me she could have another one printed for me and shipped to me to arrive on January 5th, so I purchased one in store. She wrote my info and order on a simple sticky note.

I have yet to hear back anything 21 days later from when it was supposed to be delivered.

I called multiple times, left a voicemail on 1/17 and 1/19, and left a website inquiry/email on 1/21. I realize I called during their snow week, but this doesn’t excuse the fact that the purchased product was already delayed by 2 weeks without any communication of the fact. I finally received a call back from an employee on January 20th morning stating how sorry they were and that the manager would be in contact with me that same day. Five days later and I have not heard a word. Frustrated by this whole process, I called yet again on 1/25 morning to speak with the manager and was told “I think she is out of town” but that they would text her and see if she could reach out. Given all the lack of communication up to now, I asked for her to get back to me by the end of the day.

I am a very understanding person and totally get that delays in shipping happen, snow happens, etc., but I was promised a product to be delivered on 1/5 and have had no communication from you all. I am very disappointed in the customer service and at this point, just want some communication and a full refund. I hated to get to this point of writing a review but it seems this may be the only way to receive some communication...

Absolutely horrible communication and service. I ordered something easy and small months ago when I was visiting in town and paid for it, waiting for it to be back in stock. I started reaching out about when we could pick it up, couldn’t get anyone on the phone. Left messages, nothing. Finally someone responded on Instagram and I had a family member drive out of her way to pick it up only to be told they didn’t actually pick up the sign we bought.. and they would reach out to mail it to me. Again I had to message and call over and over until finally someone said they would mail it to me. Haven’t received it and have called multiple times and left messages. Although someone is reading the messages no is responding. So disappointed in this unnecessarily difficult...

BEST STORE IN FRANKLIN! This is a staple store for me and all my friends. Every time I go in, they have the BEST pieces handpicked out for that season and if I could, I would buy the WHOLE store. Plus - the owner, Sarah (the loveliest person ever) and staff couldn't be more helpful, attentive, and so so personable. The people are what make this store so special and every time I go in I leave so filled and with the BEST items in my bag. If you live near this area or are ever visiting, do yourself a favor and visit IMAGO DEI!...