Susan's Hallmark Shop — Local services in Independence Charter Township

I felt profiled at this location this past Thursday. I went in for a card and potential gift for an occasion. I was followed around from the moment I walked in the door. I felt pressured to say I liked everything the associate kept bringing up for “me to look at” while I’m really just trying to look at cards. By myself. I was done browsing and am ready to check out. There were a couple of items at the front I told the associate “maybe” to. Once I was up there she seemed to be annoyed that I changed my mind on those items. I was then asked if I wanted to join their rewards program, and at first it was no problem. Then it started taking an odd amount of time to complete. The cashier asks for my ID which is weird. This is Hallmark, not Costco. She then proceeds to ask me for my address, zip code, etc. even though all of that information is on the ID she asked for. This was getting weird to me. I was still waiting, then finally was getting annoyed and told them to please cancel whatever sign up they were trying to do because it was taking way too long. Then the cashier asked “Oh, are you in some sort of a time crunch?” I am not sure why it was any of her concern? At this point please just cash me out and get me the heck out of here. I will not be back to this specific location...

Terrible customer service and no regard for loyal customers.

I have been a very loyal customer for many years, and a platinum rewards member. I have recently been disappointed and surprised by the policies regarding Susan’s Hallmark returns and coupons. There seems to be no regard for customer service or concerns of losing loyal customers.

I had to return a Hallmark ornament because I had mistaken a “keepsake cord” for a “magic cord” since I didn’t have the original receipt, I spent time to pick out new ornaments to exchange, and ended up spending more money ( over $50). I was distracted and totally forgot about a 20 percent off coupon that I had. I returned to the store the next day, with my receipt and was told they would not adjust the price, it had to be used the day of purchase. This makes no sense, I could come home, pack up my purchases and return them, then repurchase with the coupon, making a lot more work for everyone.

Will not be returning...

I phoned in an order for a Christmas ornament yesterday, from OH. Monica told me they had only 2 left in stock She took my order, payment and held this very special Ornament for me. I picked it up today. I will have a very excited and super happy Niece on Christmas morning, when she opens her gift!!! ☺ Best Hallmark Store ever!!!

2/9/2023 -- Still the best Hallmark Store ever!!! ☺️Great service today!!! 😃

4/20/2023 -- Shopped cards and picked up new ornament book. Two lovely ladies helped...