Once Upon A Child — Local services in Town of Penfield

I went to this franchise because I had a bad experience at Henrietta I was expecting different service. I showed up with two big bins of clothes that we're all laundered and laid out nice. I get texts all the time from the company to bring in clothes, they don't have to be in season, you will get money for your clothes. So I was struggling to get the bins into the store and luckily a stranger a good man showed up and brought them in for me. When I went and the person doing the intake had stank face and was rolling her eyes so I immediately knew they weren't going to go through my clothes and take it seriously. I brought two big bins of really nice clothes and they took out a couple things and gave me $9. I waited about 2 hours. Plus they put signs up on the door that they're done taking inventory for the day when all the signage says come in and sell. Also when I was leaving they made me jump over the counter and take the bins and just watch me struggle. I know these girls hate their job but it's not my fault it's a customer. They should take it up with management about how much people are bringing in and have them put the policies out about how much you can bring in when you are selling. They literally made me jump over the counter into where they process the clothes and struggle and push my clothes back over the counter I almost fell over. I put my one bin in a cart and pushed it out to my car. I came back and they had set up my other one on the counter so I lifted it up on the cart struggling and they just sat there and looked at me. I felt like a fool to make $9 I don't think they really went through the clothes. From now on I will just donate to schools and churches because there is no such thing as a free lunch and side hustle. If they actually went through my clothes and took the time I would have bought other stuff for my children but I will never go back and do business them. The franchise in Henrietta was awful to me as well. So the trend of selling back is done. I will not waste my time on these people. I would not even treat a stranger like they treated me just to prove a point that they can't lift heavy things. Perhaps the company should give them equipment to help them with things. Also I gave them two stars because there were nice people behind the register that let me use the bathroom. And I could tell they did not want to be part of the drama that the other girls were doing. But I will never go back. And I'm going to block all their texts and emails because you show up and it's not...

UPDATE: Since writing this review, the owner did discuss this with staff and service has been much improved. Adding a star for a total of 4.

Great selection of stuff, poor customer service. I always get the impression from the staff that they would rather not be there, and feel like I am treated like they'd rather not be helping me, but will because it is their job. I'm rarely greeted when I walk in, nor offered help, even when I have my two toddlers in tow and am clearly frazzled trying to get the job done. For a store specializing in kids stuff, I would hope for a staff more adept at reading the needs of parents with young children, and erring on the side of compassion rather than indifference or impatient tolerance.

Recent example: I went in with 16mo and 2.5yo looking for jackets. Couldn't find what I needed. 16mo melted down (it was nap/lunchtime, so no wonder). Asked if one I'd found was a rain jacket. Didn't know. "Is there a place where all the boys rain jackets are?" She said sometimes they are mixed in with the other boys clothes. [This would have been a great opportunity to say, "Looks like you've got your hands full! Can I help you look? What size do you need?" Instead, she didn't even point to where the boys clothes are.] Figuring I was on my own, I continued schlepping my poor 16mo around the store while keeping an eye on my 2yo, looking for the jackets, while snot and tears poured down my son's face. I found another one that was with some girls jackets but would work and brought it up front. Is this a rain jacket? Is there some way you can tell? Sprinkle some water on the sleeve? They said, "We can't just get all our clothes wet. You could buy it and bring it home, and return it if it isn't what you want." [Does she have any idea how difficult it is to take two kids shopping with you?? Is she watching this play out??] I brought it to the bathroom myself. By the way, there was only one other customer in the store (two adults, no kids), and there were three people behind the desk.

I keep going back because it is a great selection, but every time I leave, I am discouraged by the poor...

My 11 month pregnant daughter and I went to the Webster NY store on Thursday, right after work arrived at 5:30. We brought three bins of clothes inside the store and each were not full. After getting two bins in the store and one just outside the door an employee came up to me and said we are not accepting anymore donations today come back tomorrow. I saw three employees at the counter and just one customer in the store. I asked “you close at eight tonight right?” The employee said yes. I was at a loss as to what might be the problem did the employees just not want to work? The employee told me it was completely the company’s policy to cut off the time they would accept clothes at anytime. I said you have the staff what could be the problem, the employee told me she would help us load the bins back into our car. She told me to call first next time. I asked the employee how would I know about this policy, she told me it’s on their website. I am 65 years old and don’t really look on anyones website. I saw no signs stating this rule on their door or front window. I have called three times to speak to the general manager with no call back as of yet. I hope the owners of this store know what’s going on and I as a customer are mad as hell. I have never ever had to call at this or any other store. I always come after work 5:30-5:40. What a poorly managed place. ...