I have to share my terrible online experience, not to complain, but as a cautionary tale for anyone planning to visit this store. I spent significant time trying to understand their confusing appointment system online before driving out, only to find chaos when I arrived. I felt strongly compelled to leave a review and contact customer service immediately because my conclusion after that wasted trip was:
"Make a reservation. They don't have a clue how to do a waitlist."
The lack of organization ruined the potential for a fun shopping trip.
Customer: I drove thirty minutes expecting to use your waitlist system only to be told there wasn't a functional one, despite your website implying otherwise.
CS Rep: I sincerely apologize for the confusion regarding our scheduling and waitlist system. That sounds incredibly frustrating, especially after traveling so far.
Customer: Frustrating is an understatement. If reservations are mandatory, why even mention a waitlist? I'm telling you, you genuinely don't have a clue how to manage capacity if you can't even maintain a basic waiting system.
CS Rep: We are actively working to streamline our scheduling process, and your feedback is completely valid. We recognize the current system is causing friction, and for that, I am truly sorry.
Customer: So what's the immediate solution? Am I just supposed to book another day and hope you actually honor the time?
CS Rep: For guaranteed entry, a reservation is required. I would be happy to personally book a slot for you right now, waiving any associated fees, to ensure you have a smooth experience on your return visit. What time works best this week?
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