Brighton — Local services in Gilbert

I experienced the worst customer service in my life at this store. I was not the customer but was with the customer when this occurred. After purchasing a purse for nearly $500, it broke twice (once with the original purchase and again with the replacement purse, all within 6 months from the original purchase date). A refund was requested. Their normal process is to repair the purse instead of offering a refund. But who would even want to continue with this company after it broke TWICE?!

The first time, the customer was treated poorly by Hillary, who acted as if the customer deliberately broke it. Hillary was incredibly rude. No one should be treated this way. Hillary specifically told the customer, “We won’t do this again,” when she replaced the purse in store.

Well, you’d expect the first purse breaking to be a fluke. But it wasn’t. It happened again. Because the experience was so uncomfortable for the customer the first time, she requested the store manager handle the refund. When the customer and I arrived in the store, we saw Hillary and the store manager, Fiona, were both with customers. We waited at the counter with the broken purse in hand.

Fiona approached us and didn’t say a word. She looked at the customer and then asked, “Is this the purse?” She took it from the customer and said, “normally we would repair this, but I think it’s best we end our relationship with this purse.” She then proceeded to look through the slots/pockets and took the receipt from the customer’s hand. Then she turned to the register and threw the purse onto the counter and then threw the receipt on the counter beside it. She processed the refund and asked for the customer’s card, swiped the card, then asked the customer to sign her name on the card machine.

It was at this moment that Fiona began to verbally accost the customer telling her how rude she was for sending an email “demanding” a refund. She continued to berate the customer, again insinuating that the customer was at fault. For a store manager to display this level of carelessness for a customer, it baffles me how she has a job as the representative of this brand. The customer and I were more than happy to hear her say, “I think it’s best we end our relationship with this purse.” Though it was incredibly passive aggressive, it could have ended there. But FIONA is the one who made this a vile experience for the customer and I. SHE is the one who escalated things.

I urge everyone to consider ANYWHERE else but this store! Especially if you actually want to buy luxury products. I’ve purchased a Coach purse for less than $500 and that bad boy has lasted 15+ years as an everyday carry purse. Do not purchase from this store and spend your hard-earned money unless you want to be verbally accosted when you ask (NOT demand) a refund when your purchase breaks when your purchase breaks and...

Really loved my saleswoman and her knowledge and help with me buying Christmas presents for my girlfriend. However, this review is focused on the after-care/support of their merchandise which I am extremely disappointed about. I purchased 4 items from them, one being a purse. It was a surprise Christmas present for my girlfriend and the purse was $370. When my girlfriend opened it she loved it, but because she is 5’1” and petite the purse hung too low and rested almost to her knees when carrying it on her shoulder. We called to see if Brighton would help us with the situation with either another strap or maybe making another few holes in the strap to make the strap shorter but they were not helpful at all and just referred us to a ‘shoe maker’ and we would not be reimbursed. I don’t care if we weren’t reimbursed but to not stand by your product and refer us outside to someone random you don’t know is unacceptable. Very disappointing. Coach or Versace or Gucci would not do this to their customers. At the price point of the purse I purchased I would expect a little more from Brighton. Very...

I love Brighton!!! My husband got me hooked on the jewelry 14 years ago and I’ve been obsessed ever since. I am especially fond of this SanTan location. Every time I go in I receive a friendly greeting and the staff is super helpful and so fun! They always look so great and professional so it makes me want to buy everything they’re wearing :). There are so many beautiful things in the store so I have a hard time narrowing down what to get. The gals there have been great at giving their input to help me decide. I feel like I’m shopping with my girlfriends when I go. Even when the store is busy the gals still go out of their way to make sure the customers feel welcome and offer water or cookies. This is the only Brighton I will visit and I’ve shopped at many locations in many states. Everyone who works there is great but the manager Hilary is especially amazing! I would give them many more...