I had been to Millbrook nearly every day over a pe...

I had been to Millbrook nearly every day over a period of several weeks. I got to know Gloria and Wilda in particular quite well during my visits. I was impressed that they remembered me by name. They were both very knowledgeable & helpful up until my last visit to the store. I had purchased some quilted leg wraps for my rescue mare. I took them out of the packaging, held them up to her legs, realized they were not going to work, and put them back in the package (all this was done in the dark, as our barn had lost electricity on this particular night.) I had returned to the store a few days later to purchase $90 Back On Track wraps but had forgotten the quilted wraps to exchange. So, I made yet another trip to the store the following day to return the wraps and pick up a few more items. While I was getting the items, Gloria took the wraps up to the front counter. As I made my way towards the counter, she was standing there shaking her head at me. I walked over to her wondering what was going on, and she very rudely stated, We can t return these. They re dirty and they stink. I was completely caught off-guard by this. I had truly only removed the wraps from the packaging a brief second and put them straight back once I realized they wouldn t work. She took them from the package and showed me a few spots that had dirt on them. Then she proceeded to say How would you like it if we put these back on the shelf, and you were the one to buy them this way? I was honestly appalled. I didn t even get a chance to say anything before she walked over to Wilda, and then Wilda proceeded to repeat the line about How would I like it if I were the one to buy dirty wraps in the store, then remarked again how they stink. Are you kidding me? Never once did I expect that these wraps would just be magically returned once the fact that they were dirty was pointed out to me. I would have had absolutely 100% no problem being unable to return the wraps had the conversation been polite from the start. There was no need to be degrading about the fact that they were dirty or smelled. I don t know if these two felt comfortable talking to me so bluntly simply because I had been a frequent customer & they had gotten to know me, but it was completely unprofessional and uncalled for!! I have not been back in the store since. Not only was the experience that day very rude and uncalled for, it also made me feel embarrassed. Let me assure you, not being able to return a pair of $17 wraps isn t breaking the bank it was the manner in which it was handled that left me leaving the store so irate. I would rather be treated like just another customer, rather than have the staff think they know me so well that they can be this nonchalant and rude.

*I was contacted by the store to discuss my review. I had a very pleasant conversation with Susan. She was apologetic and understanding regarding how things were handled. We both agreed that most all of the time, it is not what you say, but how you say it. I appreciate that I was contacted so quickly, and that she truly cared about my experience and how to make things better for the customer overall going forward. Even though I am still feeling embarrassed about the situation, I do think at some point I will return to Millbrook for my equine needs.