The owner was all smiles when I walked in, complimented her merchandise and dropped a hundred bucks. But when I returned to point out that a snap on an expensive parka had punched a hole in the garment and my dog's leg, she gave me a song and dance, demanding a receipt even though, it turned out, she was able to pull up a record of the sale with no difficulty on her computer system. Then, for some reason that she didn't explain, she offered me a 50% refund. Had I gotten a full refund and an apology, I would have spent that money and more if necessary on a better parka without any wayward snaps at the same store. What this proprietor failed to realize is that the money refunded would be worth many times as much in good will and future business. The owner said she doesn't need my business, which is good, because she certainly won't be getting any more from me.

The owner was all smiles when I walked in, complimented her merchandise and dropped a hundred bucks. But when I returned to point out that a snap on an expensive parka had punched a hole in the garment and my dog's leg, she gave me a song and dance, demanding a receipt even though, it turned out, she was able to pull up a record of the sale with no difficulty on her computer system.. Had I gotten a refund and an apology, I would have spent that money and more if necessary on a better parka without any wayward snaps at the same store. What this proprietor failed to realize is that the money refunded would be worth many times as much in good will and future business. The owner said she doesn't need my business, which is good, because she certainly won't be getting any more from me.

The owner was all smiles when I walked in, complimented her merchandise and dropped a hundred bucks. But when I returned to point out that a snap on an expensive parka had punched a hole in the garment and my dog's leg, she gave me a song and dance, demanding a receipt even though, it turned out, she was able to pull up a record of the sale with no difficulty on her computer system.. Had I gotten a refund and an apology, I would have spent that money and more if necessary on a better parka without any wayward snaps at the same store. What this proprietor failed to realize is that the money refunded would be worth many times as much in good will and future business. The owner said she doesn't need my business, which is good, because she certainly won't be getting any more from me.

I think it's a total myth that small, locally owned businesses are more consumer-friendly, the main reason being that they are often run by proprietors who answer to no one but themselves and have little or no customer-service training. Sure, they're all smiles when you walk in, compliment their merchandise and drop a hundred bucks. But when there's a problem -- say, the expensive doggie parka you bought has a badly placed snap that punches a hole in the leg of the garment and the leg of your dog -- they give you a song and dance. Had I gotten a refund and an apology, I would have spent that money and more if necessary on a better parka without any wayward snaps at the same store. What this business failed to realize is that the money refunded is worth many times as much in good will and future business. The owner said she doesn't need my business, which is good, because she certainly won't be getting any more from me.

Amazing pet food at great prices!!! Staff is helpful and kind!!