BARAN HOME — Local services in Newburyport

During the holiday season (November) I wanted to purchase a gift card for my mother (who also loves Baran Home), along with some other misc. items. When I went up to the counter to finalize my purchase, including activating the gift card- the woman behind the counter was worried because she hadn't dealt with gift cards before. When she attempted to create the gift card and finalize that purchase she said that she wasn't sure if the gift card went through and was going to charge my card a second time. Before she charged it the second time, I received a text from my credit card company (as I receive for all of my purchases), indicating that I was charged $100 from Baran Home. I showed the text message to the woman at the counter and she said "oh ok, you're all set then". So I walked out with the gift card and was anxiously awaiting gifting it to my mom.

Fast forward two months later, my mom had attempted to use the gift card I purchased her on Baran Home's website. Error messages appeared saying that the gift card was invalid. I was beyond embarrassed that I just gifted someone a gift card that didn't work- especially for my own mother! I called Baran Home right away to see what was going on, and they indicated to me three things: Gift cards purchased online can only be used online. Gift cards ordered in store can only be used in store. I needed a email confirmation of my purchase I needed to show them my credit card statement that I indeed made this purchase

Mind you, the associate I had spoke to about this over the phone initially, had confided in the owner about a potential resolution to this matter. I could not find the charge on my credit card shortly after my visit at their store. At the time of my purchase, I wasn't asked for a phone number or email to receive a confirmation of my purchase. I decided the best course of action was to have my mom try the gift card in store if that was one of the potential solutions.

I went in with my mom and when we went up to the counter to complete her purchase, where we were told by the owner, that the gift card was invalid. I was somewhat relieved to know that the owner was there, since the store associate indicated this was brought to the owner's attention. She had no idea what I was talking about. With that, she said because I didn't have an email confirmation, didn't have records of the gift card being purchased that day (when I provided my in-store visit date when I was shopping in town), my gift card couldn't be honored- which I understand that I can't be made whole in this situation in terms of the gift for my mom but how it was further handled was unprofessional and demeaning.

She asked me who had helped me that day, where I gave a description, to where the owner said that employee no longer works here. Without initially apologizing, the owner told me that the credit card company takes at least 24 hours to process a charge- so with my purchase the credit card company must've declined it because it was fraudulent or that I spent too much money that day for the charge to go through. That makes literally zero sense. If someone walks out of that store purchasing anything- the card doesn't decline after the fact, it declines in store. Which again, my card never got declined. She never once offered me a discount for the inconvenience- NOT saying I needed to be made whole, but anything to justify that it was an employee mistake would've made me feel just a bit better. I paid for the items my mom was planning to purchase with the gift card I gifted her, since the owner made me feel as though I must've not been able to afford the gift card or other items when I originally came in or this wouldn't have happened. I will also note, I never once received an email confirmation of that purchase either.

Not until I was walking out of the store did she apologize. It's a shame because I love the store and what they have to offer here in NBPT. It was, one of my favorite spots that I would always recommend to guests (as I work in hospitality and provide...

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