Things Remembered — Local services in Wichita

A few weeks ago, a lady came in with a small silver tray & wanted something engraved on it. She wasn't sure what to do & asked my opinion. She said the gift was for a friend (I don't recall the occasion). She mentioned that it was a gift for her friends bathroom & she felt awkward putting her initials "TP" on it. I offered some ironic personal insight, it is my initials as well. I laughed w/ her as we agreed that putting only her last initial would be more appropriate if it were a gift for a bathroom. We asked the usual questions, i.e. where she bought it & how much she paid for it. She said she got it on sale at a non-retail shop. (I believe she said an antique thrift shop/secondhand store of some sort) She said it was inexpensive & cost less than $10 after tax. She did not have a receipt so I examined the item before I approved that I would engrave on it. I noted the green sticker on the bottom of the tray said $6.95. So I told her I was able to engrave it. She chose a font style, I secured the tray in the engraver & ran the required tape test. Without removing the tray, I showed her the tape test. She said, "That looks awesome, it’s perfect!", I ran the engraver, then removed it. It matched the tape test exactly. A day later, the same lady called & spoke to our Store Manager (SM) about the situation. She still wasn't happy & wanted reimbursed for the tray that was 'misengraved'. I overheard the conversation & heard my SM tell the customer on the phone (as we would do with any customer) that we would be happy to do so if she could provide a receipt to show how much she paid for it. I also overheard my SM telling that person the hours that she'd be in the store to handle the situation personally. This is something I have heard my SM tell many people, many times, over many years because we have a Satisfaction Guarantee. Shortly after the phone call ended, my SM mentioned that the customer told her it was a different price than she stated in the original analysis of the tray. I was confused, as I saw the original sticker when I first examined it. So I informed my SM that I remember the customer telling us a significantly less amount in the original transaction, as well as witnessing the sticker price myself. She said, "As long as she can provide a valid receipt showing the price she paid for it, I don't have a problem reimbursing her". Again, this is nothing new. It's our company policy & we are happy to do so with ANY customer. I shrugged it off, knowing that my SM is excellent at handling these types of issues. I considered the situation 'under control' & continued my work. It was another day or so later when the same customer returned with the tray, claiming the SM told her that she would "pay to replace the item". At the time, I thought nothing of it, I was working on the engraver & merely heard part of the conversation. I assumed that she had the receipt & our Sales Lead (SL) for the evening would reimburse her without any problems. However, I overheard the SL counting back $44 as her refund. It caught my attention & I interrupted to ask what was going on. Somehow, the customer had convinced the SL that our SM had not only agreed to refund the engraving (which we already did a few days prior) & the item that was 'damaged' (as she now called it) but also she would pay to replace the cost of the new item she bought & engraved elsewhere. This simply is not our policy & I know our SM would not have agreed to do so either. Also, I was present when the call took place & my SM agreed to no such thing. She agreed to purchase the 'damaged' item from her, which is where our responsibility ends. It has never been our policy to pay you to buy another gift somewhere else. In certain situations, items can replaced/traded in-store, but after refunding the engraving cost & purchasing the damaged item from the customer. Since I joined the TR family in 2007, I've NEVER witnessed our company purchasing an item FOR the customer somewhere else. my full review is...

I love this store! Tara is always helpful and very friendly! Lady down below is just mad because she tried to scam the store and they weren't going for it so she takes the petty backstreets and go online to be a keyboard warrior and write a bad review. Honey, the customer is NOT always right and you are lucky I wasn't in the store at the time of your adult tantrum. You should be embarrassed of the way you treated other people and even more embarrassed of throwing a tantrum in public. By the way, what was the point of your review? All I see is you trying to bash someone's character instead of saying what the REAL problem is. Maybe it is you that has some "self-hatred" that needs to be dealt with. They have Doctors for that. Do you need a recommendation?

To Tara and the other employees that had to deal with this lady. I am sorry you have to deal with people like this! You all do a great job and are so helpful and friendly and your...

I ordered an engraved silver picture frame for a wedding gift costing $89. The engraving is so faint you have to turn the frame at an angle to see it. It looks like someone with a tiny needle engraved it so they won't be able to see the wedding date engraved on the frame when it is hanging on a wall or on a shelf. I am EXTREMELY DISAPPOINTED and now it is too late to reorder another gift. I would order from...