THINGS REMEMBERED

The shop was busy when we arrived, but we were greeted quickly and courteously. The manager, Cynthia, assigned staff to help us, and we began reviewing available products for our needs. The staff reviewed our selections in detail and wrote up their work order. Then, we reviewed pricing. Of course, there were charges for the plates and engraving. However, we were surprised to see the extent of additional charges. For example, beyond the basic charge for engraving there was a charge for each letter or each word, and a charge of $2 for each small piece of double-sided tape (approx 1/2" x 1 1/4") with which to mount the plates. With all the charges, the cost came to just about $15 to engrave one word on each of three plates that were approximately 5/8" x 1 1/2". Payment was required at the time of order. The shop had two of the metal plates we chose in stock, but needed to obtain the third. So, we weren't able to obtain the engraving that day, but waited two days. When we arrived to pick up the product, we were told they were ready, but they weren't ready. After waiting for the staff to call the engraver, we were told the plates were complete, but in the person's purse. This was quite odd since the engraving machine is clearly in view from the sales counter. We were told the plates would be ready the next day. We waited the extra day, and the next day, the plates were ready. Immediately upon being presented with the plates, we saw they were off-center as much as 3/16". It was very noticeable, and not something you'd want on a gift to someone. The sales person didn't react surprised at the error and asked us what we wanted to do. No apology for the poor craftsmanship and for making us wait an extra day, and no offer to redo them. We did ask for a redo. The shop didn't have the plates in stock, said they'd have to order them, but the plates would be ready the next week. When we called, they weren't ready. So, we asked for a refund, and were informed we'd have to bring the original receipt into the store, which we did. Interaction with the sales person providing the refund was surprisingly cold: no apology for the inconvenience, for the poor service, or the extra waiting. Based on the response of the staff, including the manager, not only will we avoid using Things Remembered, we certainly won't return to the one at Fair Oaks Mall. We do not recommend their services. Interestingly, the manager spoke derisively about the staff of the Things Remembered that used to be in the Springfield Mall, citing poor service. Apparently, the issue might be systemic for the franchise. We were able to obtain service from a different provider at about 1/2 the price of Things Remembered, and our review of that company has been posted on Angie's List.