Penny Lane Antique Mall — Local services in Town of Waterloo

Edit: My child did not damage your clock. You are LYING! If she did why didn't you say so in the store! You never once told me she damaged it. If she did why didn't you say so to her review (pic). You are a very shady business. 12.5 year old's don't need child care. Look how you treat people. Despicable, shameful! Bearing false witness!

Short story: Would give ZERO stars if possible. The place smells terrible, dusty, messy. Owner is condescending, rude & yelled at me. I've NEVER had someone yell at me in a business in my 47 years of life.

Long story: My 12.5 year old daughter & I like to antique/thrift together. She's extremely well behaved (I get complimented on this in public often!) walks to the library and stays there with her friends without parents, honor student, IEA National winning, Presidential Education award winning type of young lady. She gofers for me in places like Wegman's.

We are from about 45 minutes away and have patronized this store about 10 times or so over the last years and spend money every time we go there.

We came in and there was a woman at the front desk who greeted us. I told my daughter I needed to go to the bathroom and asked where she would be. The woman heard me and didn't say anything about it. I went to the bathroom, grabbed a cart and met up with my daughter who was near the front. Again, front desk woman said nothing.

We spent over a half an hour in the store as both of us meandered and looked at items, I also pick up and look at items with my hands. We both ran into another woman working there with a little girl several times while not close together. Second woman, said nothing.

My daughter was in my vicinity when a man, working with a different child, said "Excuse me, she said she's here with you" I happily said yes. He then with a very rude tone, defensive as if I have purposely offended him by not following his rule and my daughter was doing something bad, tells me that children are supposed to be right next to the adult they are with and that she was "messing" with a clock and that he was sure I would not want to buy the clock if she breaks it. I said "Ok, but you don't have to be rude about it" in a flat voice. He then proceeds to raise his voice at me and tell me that I am rude because there is a sign at the front door and I am not following the rules. I said again that he is being rude to me and that we have been there at least 10 times and spend a lot of money in the store and this has never been an issue and he starts condescending saying he is talking to me like an adult and I am not being an adult (I'm 47, have not raised my voice or used a rude tone at this point) I just say "OK we are going to leave" and a this point he yells at me to never come back to their store. It was unhinged to say the least. I left the cart and walked out.

When I left, the door and windows had a lot of clutter but there was a sign stating that under 18 needs to be present with an adult. It does not say with arms length. My interpretation is that my well behaved 12.5 year old is with me at all times because I am there in the store. However, I did not read the several signs when I arrived.

There is a way to manage situations like this where you are respectful to your customers, treat them with dignity and not alienate them or make a fool of yourself and ultimately get what you want, for them to follow your rules and make money from them.

Instead of being rude and accusatory in tone/words he could have let me know the rule is they need to be in arms length. I would've said I didn't realize because we didn't have anyone say that to us or in the past and done what he asked and bought the items I wanted to purchase. Instead I was treated with disrespect and yelled at. I did not read the various signs at the door when I arrived as I was focused on getting inside from the cold. I'm willing to bet most people don't read all the signs when they arrive at establishments. Scolding someone for not seeing it is bad business. And the terminology should change if being in arms length...

I POST ON THEIR FACEBOOK AS WELL. As a Human resource manager this is the WORST customer service I have ever experienced. Do NOT bring children in unless you want employees to be rude and try to make a child feel like they did something wrong. After the second time of this employee addressing my child in a rude manor and they didn't see me or expect me to say something back. My girls were no less than 6 ft away and in my eye sight. I spoke up stating I was right there and she did not need to speak to my girls in that rude tone. Then a Male (owner I believe) proceeds to tell me kids need to be with a adult at all times because children STEAL and " 2 black boys were caught doing it" Yes he did say those exact words. It's happened before and will again. And I was told they need to be right by me. Again my girls were with me, in eye site less that 6 ft away and are very well behaved, would never do such a thing as steal. Yes at this point, I got very frustrated and mad, I did cuss. But to assume every child is a thief and to make comment about what race it was is very uncalled for. Within 10 minutes of us being there this happened and I was told to leave and was walked out by a male that was pushing up against me and so close I told him to take a step back. I stood up for my children and I'd do again. We drove 45 minutes to check this place out, ill never go again! I'm not one to be volatile but you don't run a business in this manor. This location was so unprofessional. I have made calls to BBB and I hope you think twice before going in this place with children or if your anything but white. You...

Lots of vendors and great items. Would have given 4 stars if the girl behind the counter would have been just a little helpful and not act like we were bothering her. We would have bought at least 5 more items (not low priced items) if it weren't for her. Vendors should be upset that when someone wants to buy 5 pieces and ask if vendor would negotiate that customers are met with a very rude "no we don't have their numbers", could have at least said it in a respectful way. I saw her do it to someone else who promptly put the item back. Maybe we are spoiled from the shops back home being helpful and offering to take things to the counter for you. I had to ask the counter people if I could set items there, they saw me approaching and turned their backs to me before I could ask, I had to say excuse me to get them to turn around and acknowledge me. As great as the items and shop are it will not be one on our list...