Souvenirs and More — Local services in Wilmington

Would give no star if I could. They dwell on the ignorant masses. Simply put: I ordered a shirt, and when I heard nothing over the course of three weeks, I called to ask about it. I was told I would receive a call back. I did not. When I called a second time, I was told "the manager would give me a call back." On this occasion, I was told that they were out of the shirt I wanted and the cost would be refunded. I called again about a week later to ask about a refund and was again told that "Mike would give me a call back." He called and told me the refund was processed. I told him it was not, as I check my bank account regularly. He said to give it a week and it would process. Two weeks later, I checked and it was still not processed. I left two messages about this. The first was returned by Mike and he said "the item should now be processed and to call back of it was not." I called back two weeks later, left a message with the lady who received my phone call, and never got a return phone call.

So, I am out $24 plus S&H, this company will run itself out of business eventually, and I do not have the time to deal with them. My usual barometer for bad practice follow-up after repeated attempts is $100+. They should be happy I will not pursue this because I look out for the public as a whole. Plus, one phone call to the BBB will have them shaking in their boots. Again, if I had I made a bigger purchase, I would have gone this route.

1. Do not advertise that you have a product and when a customer orders the next day you do not have it or cannot get it. Put that up front if that is the case.

2. Do not "assume" money has been refunded and do not pursue it. This is your company...follow through and make sure the customer has been refunded. Do not make them follow up with you repeatedly. It is your business, not the customer's.

3. Return phone calls...a basic business practice which the good companies have a 24 hour policy on.

4. If you want most or all of their products, in spite of what the sales reps will tell you, they can be found at the University bookstore or nearby businesses.

5. The in-store reps seemed to be good people (at least one of them), which kind of alignes and conflicts with previous posts. It is a shame they have to seek employment shelter under the umbrella of this company.

6. Fact:...

My family and I are in Holden Beach for the week on vacation. We decided since Wilmington was only an hour away we would go for the day. I love T-Shirts and little souvenir shops. I looked up different T-Shirt shops to go to and decided on this one because it looked like it had a variety..oh and the One Tree Hill merch looked great. I went around the store for a good 30 minutes and picked out what I wanted. I checked out and bought two shirts and a hat. That night when I got back to HB, I went to show everyone what I got and found a huge marker stain and other odd looking stains on the shirt. They were obviously bot from me since it had sat in the bag since I got it. I called the next morning (aka today 7/4) and the guy was rude and told me he could do nothing about it and basically said I was lying and did it on purpose by saying that whatever happens outside of the shop is not their fault. He told me to email the manager because him calling the manager would be pointless. Yep...pointless. And he would HOPEFULLY get back to me later today. I told the guy I would have to come either at that moment or tomorrow morning as we are leaving soon and today is a holiday. He then said that there was nothing he could do or would do for that matter. I’ve never experienced such bad and rude...

I ordered 3 shirts on February 22, 2023 never heard anything about the order until March 24, 2023 I got an email saying my order had been completed and got my tracking number and it delivered on march 27, 2023. I am over all happy with my shirts especially the One Tree Hill one I was so looking forward to getting. So I’d give them maybe a 3.5 rate it was a long process to complete the order I thought with no regular email updates. I figured after about 2 weeks of not hearing from them I would email them but never heard anything back on that. But anyways went to my email seen it said order complete and shipping number. So a month wasn’t too bad of a wait. They should do better about updating the customers because honestly I thought I had done lost $60 and wasn’t gonna get anything. But...