I have reviewed the response made by the business in reference to complaint ID [redacted] They have simply (and inaccurately) shifted all blame to the customer For your reference, a few facts remain: The dress was in great need of cleaning and lace and fabric were cut in an inartful manner when my daughter received the dress I called back a week after to politely ask if Nina’s would be willing to help correct the problem and they flatly refused and quickly hung up There was no attempt at a pleasant demeanor on their part A young bride was left for a half hour without help trying to get into a dress with a massive amount of fabric and lots of pinsNo one checked and no one heard her calling for help, even when she stepped out into the shop to call The worst part is that there was no attempt at customer serviceThey escalated immediatelyShe was called names and angrily sent out of the shop with “Merry Christmas, Happy birthday” and a few other holidays added in No young woman who buys a bridal dress should have to endure such poor customer treatment I’ve included her side of the encounter for the record: My mom and I visited Nina’s Bridal on August I live in [redacted] , and my mom lives almost hours away and came down to look for wedding gowns We were excited about the dress when we left that day I called to set up the first fitting for Aug27th and brought a friend with me My mom paid the full amount on the dress over the phone before the day of my appointment [redacted] pinned the dress quickly and this visit was rather shortThe ladies didn’t remember me or recall any of the details that we had talked about previously, so we discussed again the removal of the original top, what accessories I would need, and the possible addition of a lace topNothing was particularly out of the ordinary or troublesome I set up a tentative timeframe of roughly weeks for my next appointmentDuring that time, I exchanged emails about the additional piece to the dressThe quote on it was $150, and so I messaged them that my mom might try to make that pieceI asked them to save any lace that they removed I called to set an appointment for Sept 12th and said my mom was coming down for the fittingWhen we got to the shop, the ladies didn’t recognize me or remember my nameI said I was there for my scheduled fitting, and [redacted] hung the dress in the dressing roomMy mom and I went in to change, but I looked at the dress and realized that all the pins were still in exactly as they had been at the previous fittingThe dress also looked dirtier at the bottom train than it had beforeWe asked what happened, and they said that my mom was doing the alterationsWe fervently clarified that we needed and really wanted the shop to do the alterationsWe were really disappointed, even a little worried, that nothing had been done, but we were exceedingly calm and friendly and attributed the whole thing to a miscommunication [redacted] said that she and [redacted] would be out of town the following week, but that she would work on it that weekend and have it ready for Sept 23rdWe scheduled that next appointment before we left that day I knew that the ladies were out of town, so I waited until Sept 17th to call to see how it was goingI didn’t get them and left a messageThe following Tuesday, I hadn’t heard back, so I called again [redacted] said she had just listened to my message, and I said I wanted to check and see if they would be ready for my fitting tomorrow, since my mom was hoping to come down againShe said it would be ready, and mentioned a “keyhole” in the back of the dressI asked for clarification, as there was not a keyhole, and she said the seamstress wasn’t there yet to ask about itI was a little concerned about potentially another miscommunication, so I called back later that afternoon and spoke with the seamstress, [redacted] I asked if it would be ready because of my mom coming, and she said it would be ready for pick-upAgain, I was confused, since I wasn’t picking the dress up, and I asked for more clarificationShe corrected herself and said hurriedly “for the fitting,” and said bye and hung up as I was saying thank youI felt that the women were a little irritated, but after the former mishap, and with the wedding so close, I just wanted to be cautiousMy mom felt concerned as well, and so she called the next day, the day of the fitting, to see if she should come down to help meThey told her it wasn’t necessary and that she could just come to the final fittingMy co-workers offered to come with me so that I had some support and assistance, but I told them I didn’t think it would be necessary I got to Nina’s a couple minutes before 5pm, went in, and said I was there for my 5pm fitting [redacted] again did not show recognition, and asked for my nameI told her my first name, which is fairly unique, and she looked blank, and said, “Last name?” I told her my last name, and she looked it upShe asked me to wait just a moment since [redacted] was helping or women in the shopI waited, and [redacted] came and brought my dressShe showed me to a small fitting room on the other side of the shopShe took my dress out of the bag and held it out, saying that it wasn’t completely tacked down and finished because she wanted to see how it would fitI took the dress and remembered that I left my shoes in the carI said I just needed to run and grab them, and I laid the dress downIt took less than a minute, and I rushed back inThis perhaps is why they thought I was “flustered.” I passed the women at the desk on my way back in and said that I got my shoesI went to the dressing room and began to figure out how to get into my dress with my shoes onThere was a lot of material, and it was my first real fitting and the first time I was attempting it without assistanceAfter I was in the dress, I waitedI sat in the dressing room for several minutes, thinking that [redacted] was on her way backI heard the ladies discussing finding dresses online for the customersI gathered up as much material as I could, stepped out, and calledI stood there for a minute, not sure what to doI went back into the dressing room and texted my momI tried a few times to call for attention, and walked out to the edge of the half wall, where the women were right around the cornerA customer saw me in the mirror, but I didn’t want to go around the corner and create a scene with my dress not even fitting me properly By 5:25, I decided to change out of my dressI was surprised at the poor customer service, the fact that the dress was dirtier and even torn in a few places [redacted] came back as I was gathering things upI was a little flustered at this point, because I knew there could be some conflict involved in speaking upShe asked if I was ready, and I said that no, I wasn’t sure if I wanted to have the alterations completed thereShe asked, “Why,” and I said I had been waiting for minutesShe scoffed and said, well, it had only been a few minutes and that she was helping other customers, but fine, I could pay for the alterations and leave with the dressI said, “I’m not sure that that is fair.” She then spouted, “Well, I spent an hour and half on your dress, and I don’t think it’s fair for you not to pay for it, do you think that’s fair?” I didn’t say anything, and she took the dress to the back while I was left rattled from the exchangeI called my mom to see what I should do, and she said she would call the shopI waited for the phone to ring and then slowly walked out with my things to the front deskThe other customers had left [redacted] was on the phone with my mom at the timeWhen I came out, she put my mom on hold and said she didn’t know what was going onI said “I’m sorry, I don’t know what just happened.” I explained that I had been waiting for almost a half hour in my dressShe said I could have called, and I said I hadShe said no one heard it, and that they were right around the cornerI told her that I had an appointment, though, and she informed me that the other ladies did as well, at 4: I asked why so close together with just the women in the shop workingShe told me that they deliberately schedule appointments close because sometimes people don’t showI explained that I had called twice that week and my mom once, just to confirm everything would be readyShe put [redacted] on the phone, and she was very brusqueShe said, “No, you’re daughter has decided she will take her business elsewhere,” and, “if the little dear can’t wait a few minutes ” I tried to interrupt a few times, saying that I really couldn’t wear the dress and I needed to have the alterations doneHowever, before I knew it, she said, “No, you know what, I’m done,” and hung up on my momShe fumed about having been a seamstress for years and never having to deal with thisI was standing there mostly quiet, feeling awfulShe said, “You’ve been the *worst [redacted] bridezilla ever!” Then she tossed my dress over my arm and said, “Merry Christmas, happy birthday” and a few other holidays like that, and she stalked offI stood there in shock for a second, shoes in one hand, dress on the otherI had to hold back tears, and started walking towards the door [redacted] said ,“Have a good evening” and I leftI saw the other customers in the parking lot as I headed to my carI just tried to keep my head down and leave without them seeing me so upset Afterwards, I began looking for a seamstress to do the work on the dressI realized how dirty it was, how much it needed altered for me to be able to wear it, and how [redacted] had ripped out the stitching that *had [redacted] been done, so that pieces were hanging off the dressI searched several places, and finally found a shop that will do an emergency cleaning and alterations, and the cleaning will cost $When I asked about how the dress looked to the seamstress, she examined the lace and said, “They hacked it.” They cut straight through the lace instead of using a careful method that preserves itThe new seamstress told me that I have a “high maintenance” dress and that all of the alterations might total $520, in addition to the $cleaningNina’s sold me the dress under the assumption that the cleaning would be done and the beadwork fixed, and alterations would be no more than $I was flooredI would not have bought the dress if I had known it would cost so much to fit to meIt was never about getting free alterationsIt is my belief that Nina’s is mostly concerned with making the big sale and not interested in providing quality customer service, unfortunatelyThe first visit and even the second were vastly different from the subsequent that centered on the alterations My main concern in filing this report and complaint, weeks before my wedding date and with all the other details to get ready, is that other brides who are looking for the dress for their special day do not come to Nina’s on a recommendation or unsuspectinglyIt’s been a huge black spot on my wedding planning, as well as a great deal of time and emotional energyThe dress is important, and mine will not be ready until the week of my weddingNo person deserves to be called names for no reason or to be treated like thatEspecially not weeks before the event celebrating the biggest decision they’ve made Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] They have simply (and inaccurately) shifted all blame to the customer For your reference, a few facts remain: The dress was in great need of cleaning and lace and fabric were cut in an inartful manner when my daughter received the dress I called back a week after to politely ask if Nina’s would be willing to help correct the problem and they flatly refused and quickly hung up There was no attempt at a pleasant demeanor on their part A young bride was left for a half hour without help trying to get into a dress with a massive amount of fabric and lots of pinsNo one checked and no one heard her calling for help, even when she stepped out into the shop to call The worst part is that there was no attempt at customer serviceThey escalated immediatelyShe was called names and angrily sent out of the shop with “Merry Christmas, Happy birthday” and a few other holidays added in No young woman who buys a bridal dress should have to endure such poor customer treatment I’ve included her side of the encounter for the record: My mom and I visited Nina’s Bridal on August I live in [redacted] , and my mom lives almost hours away and came down to look for wedding gowns We were excited about the dress when we left that day I called to set up the first fitting for Aug27th and brought a friend with me My mom paid the full amount on the dress over the phone before the day of my appointment [redacted] pinned the dress quickly and this visit was rather shortThe ladies didn’t remember me or recall any of the details that we had talked about previously, so we discussed again the removal of the original top, what accessories I would need, and the possible addition of a lace topNothing was particularly out of the ordinary or troublesome I set up a tentative timeframe of roughly weeks for my next appointmentDuring that time, I exchanged emails about the additional piece to the dressThe quote on it was $150, and so I messaged them that my mom might try to make that pieceI asked them to save any lace that they removed I called to set an appointment for Sept 12th and said my mom was coming down for the fittingWhen we got to the shop, the ladies didn’t recognize me or remember my nameI said I was there for my scheduled fitting, and [redacted] hung the dress in the dressing roomMy mom and I went in to change, but I looked at the dress and realized that all the pins were still in exactly as they had been at the previous fittingThe dress also looked dirtier at the bottom train than it had beforeWe asked what happened, and they said that my mom was doing the alterationsWe fervently clarified that we needed and really wanted the shop to do the alterationsWe were really disappointed, even a little worried, that nothing had been done, but we were exceedingly calm and friendly and attributed the whole thing to a miscommunication [redacted] said that she and [redacted] would be out of town the following week, but that she would work on it that weekend and have it ready for Sept 23rdWe scheduled that next appointment before we left that day I knew that the ladies were out of town, so I waited until Sept 17th to call to see how it was goingI didn’t get them and left a messageThe following Tuesday, I hadn’t heard back, so I called again [redacted] said she had just listened to my message, and I said I wanted to check and see if they would be ready for my fitting tomorrow, since my mom was hoping to come down againShe said it would be ready, and mentioned a “keyhole” in the back of the dressI asked for clarification, as there was not a keyhole, and she said the seamstress wasn’t there yet to ask about itI was a little concerned about potentially another miscommunication, so I called back later that afternoon and spoke with the seamstress, [redacted] I asked if it would be ready because of my mom coming, and she said it would be ready for pick-upAgain, I was confused, since I wasn’t picking the dress up, and I asked for more clarificationShe corrected herself and said hurriedly “for the fitting,” and said bye and hung up as I was saying thank youI felt that the women were a little irritated, but after the former mishap, and with the wedding so close, I just wanted to be cautiousMy mom felt concerned as well, and so she called the next day, the day of the fitting, to see if she should come down to help meThey told her it wasn’t necessary and that she could just come to the final fittingMy co-workers offered to come with me so that I had some support and assistance, but I told them I didn’t think it would be necessary I got to Nina’s a couple minutes before 5pm, went in, and said I was there for my 5pm fitting [redacted] again did not show recognition, and asked for my nameI told her my first name, which is fairly unique, and she looked blank, and said, “Last name?” I told her my last name, and she looked it upShe asked me to wait just a moment since [redacted] was helping or women in the shopI waited, and [redacted] came and brought my dressShe showed me to a small fitting room on the other side of the shopShe took my dress out of the bag and held it out, saying that it wasn’t completely tacked down and finished because she wanted to see how it would fitI took the dress and remembered that I left my shoes in the carI said I just needed to run and grab them, and I laid the dress downIt took less than a minute, and I rushed back inThis perhaps is why they thought I was “flustered.” I passed the women at the desk on my way back in and said that I got my shoesI went to the dressing room and began to figure out how to get into my dress with my shoes onThere was a lot of material, and it was my first real fitting and the first time I was attempting it without assistanceAfter I was in the dress, I waitedI sat in the dressing room for several minutes, thinking that [redacted] was on her way backI heard the ladies discussing finding dresses online for the customersI gathered up as much material as I could, stepped out, and calledI stood there for a minute, not sure what to doI went back into the dressing room and texted my momI tried a few times to call for attention, and walked out to the edge of the half wall, where the women were right around the cornerA customer saw me in the mirror, but I didn’t want to go around the corner and create a scene with my dress not even fitting me properly By 5:25, I decided to change out of my dressI was surprised at the poor customer service, the fact that the dress was dirtier and even torn in a few places [redacted] came back as I was gathering things upI was a little flustered at this point, because I knew there could be some conflict involved in speaking upShe asked if I was ready, and I said that no, I wasn’t sure if I wanted to have the alterations completed thereShe asked, “Why,” and I said I had been waiting for minutesShe scoffed and said, well, it had only been a few minutes and that she was helping other customers, but fine, I could pay for the alterations and leave with the dressI said, “I’m not sure that that is fair.” She then spouted, “Well, I spent an hour and half on your dress, and I don’t think it’s fair for you not to pay for it, do you think that’s fair?” I didn’t say anything, and she took the dress to the back while I was left rattled from the exchangeI called my mom to see what I should do, and she said she would call the shopI waited for the phone to ring and then slowly walked out with my things to the front deskThe other customers had left [redacted] was on the phone with my mom at the timeWhen I came out, she put my mom on hold and said she didn’t know what was going onI said “I’m sorry, I don’t know what just happened.” I explained that I had been waiting for almost a half hour in my dressShe said I could have called, and I said I hadShe said no one heard it, and that they were right around the cornerI told her that I had an appointment, though, and she informed me that the other ladies did as well, at 4: I asked why so close together with just the women in the shop workingShe told me that they deliberately schedule appointments close because sometimes people don’t showI explained that I had called twice that week and my mom once, just to confirm everything would be readyShe put [redacted] on the phone, and she was very brusqueShe said, “No, you’re daughter has decided she will take her business elsewhere,” and, “if the little dear can’t wait a few minutes ” I tried to interrupt a few times, saying that I really couldn’t wear the dress and I needed to have the alterations doneHowever, before I knew it, she said, “No, you know what, I’m done,” and hung up on my momShe fumed about having been a seamstress for years and never having to deal with thisI was standing there mostly quiet, feeling awfulShe said, “You’ve been the *worst [redacted] bridezilla ever!” Then she tossed my dress over my arm and said, “Merry Christmas, happy birthday” and a few other holidays like that, and she stalked offI stood there in shock for a second, shoes in one hand, dress on the otherI had to hold back tears, and started walking towards the door [redacted] said ,“Have a good evening” and I leftI saw the other customers in the parking lot as I headed to my carI just tried to keep my head down and leave without them seeing me so upset Afterwards, I began looking for a seamstress to do the work on the dressI realized how dirty it was, how much it needed altered for me to be able to wear it, and how [redacted] had ripped out the stitching that *had [redacted] been done, so that pieces were hanging off the dressI searched several places, and finally found a shop that will do an emergency cleaning and alterations, and the cleaning will cost $When I asked about how the dress looked to the seamstress, she examined the lace and said, “They hacked it.” They cut straight through the lace instead of using a careful method that preserves itThe new seamstress told me that I have a “high maintenance” dress and that all of the alterations might total $520, in addition to the $cleaningNina’s sold me the dress under the assumption that the cleaning would be done and the beadwork fixed, and alterations would be no more than $I was flooredI would not have bought the dress if I had known it would cost so much to fit to meIt was never about getting free alterationsIt is my belief that Nina’s is mostly concerned with making the big sale and not interested in providing quality customer service, unfortunatelyThe first visit and even the second were vastly different from the subsequent that centered on the alterations My main concern in filing this report and complaint, weeks before my wedding date and with all the other details to get ready, is that other brides who are looking for the dress for their special day do not come to Nina’s on a recommendation or unsuspectinglyIt’s been a huge black spot on my wedding planning, as well as a great deal of time and emotional energyThe dress is important, and mine will not be ready until the week of my weddingNo person deserves to be called names for no reason or to be treated like thatEspecially not weeks before the event celebrating the biggest decision they’ve made Regards, [redacted]