Gretchen's Hallmark — Local services in Snellville

My ratings of stars for this particular Hallmark store is not about my customer experience, but about the products that the store holds. I will now share my experience as a customer and human being at this location. I was extremely excited to find this location in a shopping plaza I often frequent, as a Hallmark member and lover of their products. The Stone mountain store that I had frequented for over 10 years had closed. I had a handful of Christmas gnomes that I was excited to find in the names of my children and family members. An associate walks up to me and takes the gnomes out of my hands and shares that she’s going to put them on the counter in the front so that I can continue shopping. I thought this is great and I continue to my shopping. As I was making my way to the front to conclude my purchases of items that I purchased for my mother, who just came out of the hospital, and for my son who was going through a very trying time, I heard the same associate tell another associate how she took the things out of my hand and brought them to the front counter because I was a black woman with a big bag, and they laughed. She continued to say you know how they are with big bags. I took a moment to first, pray for God to give me strength, not to snap, as it would’ve been my go to, but I did not want to give them their stereotypical thinking of an angry black woman. I made my way to the counter, where this associate greeted me with kindness asked me if I found everything I was looking for, offered other items and looked up my membership ID information. I had to continue to pray in spirit for God to give me humility as the person that I am and as well as a diversity equality and inclusion manager and champion for my trillion dollar company, to continue to just be humble in that moment. In the past I have been known to fiercely speak my experience if I ever felt any racial profiling to the associate and any members of management immediately! I post this in hopes that not only the associate whose name I will not share, but her register ID is 312 as well as the owner Benas, who is a minority owner, takes this experience and trains her associates in diversity and inclusion, professionalism, and engagement! I will not frequent the store ever again, but I will continue to be a supporter of hallmark stores and hallmark products as a very appreciative...

Update: I appreciate the response. One thing I left out that it is important to note that I'm NOT a holiday/seasonal person. As a normal consumer, I'm used to 30 days return policy with items can be returned in brand new condition. I'm not your typical customer, so I didn't know I should look for a sign on the counter showing the return dates. All the items I purchased was after that date, so essentially, I purchased final items without my knowledge. I understand that I assumed that items were returnable, but your employees also assumed that all your customers know to look for sign for return policy on the already busy counter with multiple items for purchase and barely enough room to put your items down.

I love this item I wanted to return. The reason for my return is that I didn't realize all ornaments have the year listed (again not a Christmas person). I never even opened the box. Since I could not get a refund or store credit, I have decided just to cover up the year to make the best it. I hope you will change your policies or find a better way to track refund from customers that abuse the system since I’m sure that why this policy was created in the first place. I was hoping to support a small business instead just going to Amazon. I won’t that mistake again. They don’t allow any store credit or refund for Christmas items after holidays. I think that needs to be more clear than just on the receipt in small writing. I could understand the refund NOT being allowed but I should get a store credit. I will not be shopping here again. Horrible customer...

I always come every year to buy an ornament in remembrance of my mother. This year will mark 7 years, so some years it feels heavier than others.

Today, the cashier was extremely rude to me. There are no signs designating where the line starts for check out, and no one said anything to me. When I walked up, the cashier very snarkily said "well I told you to get in line, but I'll take you anyways." After I proceeded to keep a flat face and didn't engage, she tried to back pedal and make conversation, but I just stayed silent for the transaction.

I double-checked with my husband, who was there with me, to make sure I that I didn't miss her saying anything to me, but he didn't hear anyone say anything either.

I can not believe the audacity of someone chastising me for supposedly standing in the wrong spot for whatever reason. I have worked retail management for 13+ years, and one thing I have learned is to put yourself in other people's shoes, and you never know what someone is going through.

I will be doing my ornament shopping online, most likely with a different business from now...