Indigo Highway — Local services in South Snyderville Basin

I have never done a review, but I felt compelled after the store's refusal to let me exchange a hat that is still in the box. I must let you know every prior experience @ Indigo has been great. Everyone who works there is charming, helpful, and friendly. My family has lived in PC for about 6 yrs and extended family for 13. My wife and I and have spent 1000s of dollars at the store as we go regularly, so much that the employees know our names when ringing us up.

My 9yr old bought a hat for me for Xmas but I already have the hat he picked out. Given this, it has remained in the box with the tissue paper, touched 1x when opened to see it. Today I went to exchange it. The woman helping me was extremely friendly and apologetic, but said they cannot accept it as their return policy is 2 weeks and returns from Xmas have a specific return date that just past. I pressed and asked if there really is nothing she can do? She said we could take the hat back and give 50% of the value as a credit. I said no and asked given the circumstances if she could ask the owner to let me exchange for something using 100% of the value. The response was, "she has never changed her mind about the policy before so I know she won't this time."

I respect the policy, do as you see fit. However, being short sighted & "short term greedy not long term" has now lost you a customer. One that over the next 5 years, at the current spending rate at your store, would spend roughly $3-5k because of a refusal to do or consider doing what is right and appropriate over an exchange (not refund) policy on a hat that cost $25-30.

Your customers are your life, they keep your store open. I would think a family owned store would understand this but perhaps they don't care about those that support them. I will certainly let my network know of my experience in hopes they do not...

THE WORST CUSTOMER EXPERIENCE! I was holding multiple things in my hands and had to ask if someone could set them behind the counter to wait for me to check out, even though I saw associates ask multiple other people to if they needed the same (some customers' declining.) When I went to checkout, I assumed everything in my pile was scanned and placed into the bag. Upon arriving home, I noticed one item I was planning to give to my sister-in-law was not in the bag. I called the store, the man who had managed my transaction first said that the sweater was still behind the counter and he was "sorry about that." I voiced my frustration, to which he said, "Actually this isn't the sweater you had, someone is buying it now. What I'm looking at was for someone else." I proceeded to voice my frustration saying that I saw the sweater in the pile as I was checking out and that's why I didn't check the bag when I left. The man exclaimed, "I'm telling you, there are no other sweaters behind the counter." THE MAN WAS CALLING ME A LIAR. I told him that was very inconsiderate and since it was his error, he should be trying to fix it instead of blaming me. He said, "Thank you for your call." AND HUNG UP ON ME!

Incredibly unacceptable. A real shame... The store was my favorite until I was treated...

Staff was surprisingly incredibly rude to myself and my wife. Made no effort to answer our questions and acted put out with assisting us. When I came back in to pick up the bag we had accidentally just left behind after leaving, the girl behind the counter was making snooty remarks about myself and my wife calling us “tourons” and wishing “we didn’t have to deal with idiot people.” (We we’re LITERALLY the only people in the store - not surprising). First off, we’ve lived in Utah for over 23 years - not tourists. Secondly, we were willing to pay their overly high prices considering they were a local store and we support local. I didn’t figure the typical park city “snootiness” would carry over into this so called “family establishment”. But it does. And now, the prices aren’t worth it considering we support many other local Utah businesses that 1) have the same products and 2) at a reasonable price that is profitable to the store but not gut wrenching to the customer… and 3) actually respect their customers. The latter shouldn’t be an option when running a retail store. Wouldn’t advise anyone purchase from their fake personalities; they’re clearly just wanting to make a buck off you and put on a fake kind mask to do so....