Northern Ice and The Annex — Local services in Town of Potsdam

The owner Cassie is extremely unprofessional at handling customer service. I ordered a couple of items a month ago and she did not give me a heads up about it, with a cryptic email “order sent for production.” If an item is in stock it is assumed to be ready for shipment. I ask why she did not let me know and she said that Mondor is a production company and that 2-4 weeks is normal for processing time and they are still in the window. If this is the case why mark it in stock? Just say it is out of stock and would need 2-4 weeks of processing? What's so hard to understand here. She did not even offer to give me an ETA of arrival. One of the items she said it happened to be out of stock and she also didn't give me any notice. Her replies are very rude and direct as mentioned by others. After she argued with me she refunded the last item I was waiting for out of nowhere. Expect one liners after weeks of buying the items. Bottom line, don’t buy anything here to avoid dealing with her...

I bought a dress online, it did not arrive in time for me to wear it for what I needed. I double checked shipping before I purchased. I emailed about returning the dress which was still in its original package unopened. I had to pay for shipping and was only given a partial refund due to original shipping. I’m out about $25 for a dress that I never even tried on.

Don’t buy from here if you think you’re going to need to return it. It’s a shame I was hoping to look at their other items but due to the customer service will not make another purchase.

Edited to add: I wish I had looked at the reviews. It seems like Cassie has a history of slow and delayed shipping and only giving partial refunds for her lack of timeliness. She wasn’t particularly rude with me but she was short and unhelpful. She has an awful lot of 1 star reviews for them...

I have never written a negative comment before and am sad to start with a local establishment! I have been going here for years and have sent others here as well but those days are over! I will never go again after the OWNER made a rude comment and MADE A FACE at me yesterday when I asked for a performance style canvas ballet shoe. She had NO CLUE what that was (which is shocking because that's a very basic dance item, but i digress) which is what triggered her comment and face. She didn't even attempt to help or to understand what i needed. I don't recommend giving your hard earned money to such an establishment. There are other stores better equipped where you can dodge verbal abuse and...