Missy W.

I suppose I should have looked on yelp first. Let me start at the beginning. I had never set foot into an Anne Fontaine Boutique prior to this experience.
I had been invited to a Galentine's event in the store, that transpired on Feb. 9th...the event itself by the PR company they hired, was adorable... I wanted so badly to love this shop, but it's no surprise that they needed help getting people to come in and shop, as their customer service is lacking so terribly. I was hesitant to shop as I had promised my boyfriend I would pause on shopping and make better investment choices this year, but there was an absolutely beautiful outfit that I just loved. Before I made the purchase, my boyfriend rushed me out of there so I could keep my promise... So quickly that I accidentally left my coat behind. So after we had dinner, I ran back in to get my coat and was coaxed into purchasing the outfit I had tried on (honestly it didn't take too much coaxing, as I really did LOVE the outfit) since I had left my purse in the car, I told the sales associate to secretly text me so I could purchase the outfit on the sly, and rushed back out. Moment of weakness on my part and I definitely shouldn't have broken my promise. But via text, I made the purchase that evening. Alan was so helpful, and such a sweetheart, it made the transaction so smooth! I was told I could swing by to pick up my purchase any time. Well come Valentine's Day, I still had not picked up my purchase and the guilt was settling in... I fessed up to my boyfriend and it didn't go to well... I knew I messed up and needed to make it right by canceling the transaction, so on the 22nd I texted Alan and explained what had happened (remember, he knew I was being sneaky when I made the purchase) and he asked if he could call me, when we spoke he informed me that they do not accept returns and only do store credit. I was horrified. I begged, I never even picked up the items, the website says the return window is 14 days and the cold response I received could've given me frost bite. Where was the kindness from before? I asked if I could speak with the manager, he said she would just tell me the same thing, but I asked if she could call me anyways. I waited, but received no call. So I then call corporate, the associate on the phone was so lovely and kept apologizing, she said she would get this taken care of immediately and they can absolutely refund me, she submitted a form to request the refund and a call from the manager. Soon after, the manager, Daisy, calls me and says that she cannot do a refund, in fact, I should've seen the sign at the register that claims there are no refunds... I remind her that my transaction took place over the phone... to which she responds saying that the store doesn't even have the capability of doing a refund. I ask who I can speak with to get a refund and she says the concierge I spoke with previously would be the ones who could do it. Sending me in circles. Soon after, Alan sends me a text, and things just get worse. He starts off stating that "per my request" they were giving me store credit. No. No I definitely did not request store credit. Then he pretends as if he made me aware of the policy stating there are no returns, claiming he tells EVERY new customer and that he has witnesses. I tell him, I'm not upset with him, I explain it's ok, we are all human, but he did not tell me this, I'm sure at the register he does remember to say this, even if just out of habit, but not once in any of this did he tell me there are no refunds. I remind him that The items never left the store. This has been an awful experience and I plead that he not make this worse, I mean, come on... you have witnesses? How hostile and guilty do you really feel where you have to attack the customer?! Truly, I can say, I have never experienced such immature, egotistical behavior at ANY supposed luxury brand boutique in my life. The purchase was not made in store, it was all made via text.customer service is the foundation of a successful business and I know when I walk into Chanel, Hermes, Saks, Neimans and Nordstroms that they go above and beyond to ensure I come back to shop again. Unfortunately, I do not feel that way about Anne Fontaine, in fact I've been made to feel that in the event that any future purchase would be a terrible mistake as if I have any problems, I'll be met with a lack of genuine compassion or care. I can see why Anne Fontaines boutique needed help getting people to come in and shop if this is how customers are treated, it's so unfortunate and unnecessary, and it would not surprise me if this location shuts down with how it's being ran. Overall, definitely not worth the prices, the clothing may be beautiful, but how customers are treated reveals everything