Di's Hallmark Shop — Local services in Gaines Charter Township

We recently moved to the Caledonia area and into a residential area called Crystal Springs. We generally shopped at the Hallmark in the Forest Hills/Cascade area where we once lived. The store and staff there were wonderful!

After shopping at the Hallmark location on Kalamazoo in Caledonia, which much closer to our home, I found that the customer service at this location was very poor.

The first time I stopped into the store the sales person was very “Kurt” when I asked about a rewards coupon I had. She stated sorry can’t use it! It’s expired! I replied: the rewards have already been earned and I’m a platinum rewards member, I should still be able to use it even though it‘s been expired for 2 days. She still wouldn’t redeem it.

The second time I stopped into the store was today and I asked Janet if I could pay for my purchase with a large bill and she abruptly said no without even explaining why or asking me the demnomination. If she didn’t have enough cash in the drawer I would have understood however from a customer service perspective she was was very rude! It was a a$50 dollar bill for a $5.00 purchase. I did not feel that was unreasonable. She clearly was not trained well on how to speak to people and how to give good customer service !

Regardless if I pay with a credit card or cash it shouldn’t matter. Needless to say I won’t be coming back to this store even though I only live 2 miles away. I’ll take the time to drive out of my way to the Hallmark store in Cascade on 28th street where I know employees go above and beyond to give good customer service.

You don’t necessarily have to go to a Hallmark store to purchase Hallmark items. You can walk into any Wallgreens and purchase gift wrap, cards etc. It’s all about the Hallmark experience that’s provided in your stores. And the perception that I had visiting your store on two occasions was that I didn’t matter. So please take the time to properly train your employees and let them know that perception is your reality.

The perception that I had today was that Janet felt I was doing something underhanded by asking if I could pay for my purchase with a large bill. That certainly was not a...

I’m so disappointed by this location. I usually go to the Hallmark store in Cascade, and will only go back to that one in the future. I had a call come in about an item I had asked about, and I was told specifically that it was in stock and ready for me to come pick up. I went in to get it today- which was out of my way to begin with, but worth the trip because I was very excited to have the opportunity to get it. I walked in and asked the salesgirl (a friendly and helpful woman) about the item and she couldn’t seem to find it. Then she asked the manager, (I believe she was the manager, but not positive) LORRAINE for her assistance. Lorraine told me in a very curt and cold tone of voice, that the item was “first come, first served.” No apology of any kind was given. If anything, her demeanor seemed to suggest that SHE was the person whose time had just been wasted by ME. All I ask, is that you please don’t make it sound like (in a voicemail) that an item is being set aside especially for me to pick up, only to not have set it aside for me at all. Not to mention, if you truly disappoint one of your customers (who is being very polite, and understanding that mistakes sometimes happen) the LEAST you can do is show a little warmth and apologize for the mistake or misunderstanding that your company has made. I’m sorry Lorraine, but for an employee of one of the warmest most joyful stores out there, I think you’re sadly letting the Hallmark brand down. I’ll be visiting the other Hallmark stores...

My wife bought me the Mickey Mouse tree topper and Mickey tree Skirt for Christmas. I put it up on the tree and the topper doesn’t always turn on with the remote. So we brought it into the store today and try to exchange it. The lady working the register was not friendly at all. She processed to roll her eyes at me and tell me that it was a clearance product and can’t be returned. I just wanted one that functioned properly. She did take it out and it seemed to work in the store. I just didn’t appreciate her attitude toward my wife and I. We purchased over $300 in Christmas stuff just allow this year from this store. I will definitely not be back after the treatment we received. We go there every year to pick out a new set of ornaments for our family tree. In which we spend at least a $100 each year on ornaments! Very disappointed in our...