Mochi — Local services in Madison

I rarely ever leave reviews, but what happened here honestly broke my daughter’s heart.

My daughter was so excited to buy a squishy toy here yesterday. The sign said we couldn’t open the package before paying, and it looked fine from the outside. But when we opened it at our hotel later, it was already torn.

We went back the very next day. The store tag was still attached. We simply asked to exchange it for the exact same item, not a refund or anything different. It had only been one day.

The staff refused to help and just kept repeating, “It’s our policy, it’s our policy,” like a broken record. I even showed my credit card transaction and explained that we had chosen the “no receipt” option at checkout because we never expected a brand new, sealed toy to be defective. But it didn’t matter.

No apology, no empathy, no effort to understand. Just “policy.” My daughter stood there holding her broken toy, try not to cry.

If they truly can’t help customers without a receipt, then they should not offer a “no receipt” option at all. But more than that, they should learn what basic kindness and understanding look like.

It wasn’t about the money. It was about a little girl’s disappointment and a moment that could have been handled with simple decency. Truly...

I have never purchased an item at this store. I have stopped in multiple times to look around as the items that they sell really interest me. I feel that the staff has always been welcoming and encouraging. This place is teen friendly. I really appreciate places like this. I feel like this place would be a really fun place to work at if you are a lover of the kind of items...

such a cute store w a variety of items ranging from unsinkable sanrio character keychains to plushies to enamel pins and to music boxes w studio ghibli music. i’m so glad i was able to stop by while on a trip because the entire atmosphere was just so playful and lovely. on top of that, the staff were just so nice and made the experience so...