Brandy's Hallmark Shop — Local services in Roscoe Township

If not for the unconscionable handling of what should have been an easy return this would be a five star review. This store, like other Hallmark's I have visited, has a large collection of merchandise beyond celebration cards. I have enjoyed looking at Jim Shore and Precious Moments figurines. The ubiquitous branding of Peanuts on infinite wares. A section of men's boutique items. Also, the coziness of the clothing. However, during this particular shopping experience, I argue that a bit of trickery in the way a product was displayed to how it was packaged and sold was in play.

The item my wife found was a two piece lounge wear set displayed on a mannequin. Next to the mannequin was the item bundled up in a cloth sack. Lucky us, the item was priced for clearance! When we got home though my wife was upset to find that the sack only contained one half of the lounge set. We were both upset by this, but not totally disheartened. On the ride home my wife told me she actually wanted a different item. A pajama set that read "Santa Baby". The item she wanted wasn't on sale, but I told her with the return of the lounge bottoms I would pick up the other pajama set.

I returned to the store the next day. Twenty-four hours hadn't elapsed since the original purchase. I approached the counter and two friendly and courteous employees were helping other customers. When one was available I put my return item on the counter with my receipt and asked for a return. The sales woman was happy to help. What began as a simple refund though soon devolved into an example of poor customer service.

The one sales woman turned to her partner and a quick review of my purchase and receipt indicated that my item was clearance and therfore not available for a refund. Clearly marked throughout the store, and the counter, are signs that state "All sales on clearance items are final". Somehow, during our shopping trip the evening before, I missed these signs. No big deal for me though. Even if I had seen the signs I still would have popped in and requested a refund. The worst response I could have heard was "No". In this instance though, I knew I was going to turn around and buy another item so I asked for a store credit.

Here's where I begin to depreciate the value Brandy's Hallmark Shop has for their customers. Both women at the counter talked to someone above them in the corporate hierarchy to present my case. Both were eager to present my case as an instance in which a store credit should be offered. However, the faceless "Brandy" told both team members no. Upsetting to say the least. Both woman apologized profusely to the point I had to say "No more". I kept the pants and did purchase the set of pajamas my wife wanted.

I give Brandy's Hallmark Store 4/5 stars because ultimately the store is very nice. Also, the employees that helped me were courteous to the point of almost being obsequious. However, in the realm of customer satisfaction there shouldn't be a hard line drawn in the sand. I believe that there should be some leniency. Instances in which a mannequin displaying a full outfit next to the product being sold in a non transparent sack can easily be a source of confusion for the buyer. When the buyer returns to purchase something else the next day with a receipt I believe that a store credit isn't asking to much no matter how prominent the signage that states clearance items cannot be returned. Ultimately, I don't think I will shop at this Hallmark again. There is another Hallmark on rt173 in Machesney Park that I recommend you...

I had a coupon to receive 3 small bowls free if I bought over $50. When I spent the $50 and presented the coupon the young girl working there informed that they were out of the bowls. I said well what do I do now? And she said it is 1st come 1st serve. So in other words your out of luck. When I came back in the store a week later with my husband to buy a birthday card I noticed that there was a lot of those bowls on the shelf. I told one of the ladies that worked there what happened last time and she said that "she should not of said that to you because there was probably more in the back". I asked her if I could still get the bowls if I had my receipt and she said yes. I went out to my car to look for it in my purse. I must of left it in the bag at home with the purchase. Then the lady working there came out with the bowls in a bag and gave them to me and told me not to worry about the receipt. I gave her my coupon. I thanked her very much for being so nice. She didn't have to do that. I think she was a manager. I was very impressed by her. Thanks again to her I know that they were just some small bowls but she...

I love my Hallmark but today I received horrible customer service. I went to buy holiday wrapping paper which was on sale for by one get one half off. I also had received two, $2 rewards which it did NOT state it could not be combined with any holiday sales. My store at the Roscoe location refused to allow my two $2 rewards to be used, and wouldn’t even scan them to see if the system would take them. They just told me flat out they couldn’t be used. So I bought the wrapping went to my car. Once in my car I went online, purchased the exact same wrapping paper, utilizing my two $2 rewards and saved myself about four or five dollars. And I went inside returned the wrapping paper and told the people I would be back in a couple hours to pick up my online order, and that I was able to utilize the rewards and the lady gave me attitude. So unprofessional and lack of customer service. It was disappointing and now I have to come back just...