Assemble & Mail Group, Inc.

Complaint:
I am rejecting this response because: The response was not accurate informationAlso, we did not notice the sample sewn into the dress until the day before the weddingWe were not able to drive minutes to them and no longer trusted themI had a huge wedding, and they created chaosPeriod.
Sincerely,
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To whom it may concern, Suki’s  goal is to be a positive part of our brides’ special day and [redacted] was no exception.  We intention to provide the best possible service for all our customers. We strive to provide a service that is customer based.  We have many customers that...

come back repeatedly throughout the years and continue to tell us our customer service is "second to none". The following is a summary of events that will better explain our attempt to address [redacted]’s concerns. The selection of three of the bridesmaids dresses were coordinated by [redacted]’s sister, [redacted].  [redacted] was not present during the initial selection or  at any point and time afterwards.  [redacted] first visit was on November 4th 2016 to pre-select a group of dresses from which the  bridesmaids would chose. On November 19, 2016 ,the purchased date(Revdex.com complaint indicated August 31, 2016), three of bridesmaids chose each of their gown to be special ordered in the color that was selected by [redacted] who was in charge of  booking the dresses to be special ordered.  All three dresses were different styles from different  manufacturers.  All three companies have their own unique swatches and  colors,  therefore, each company colors do not match exactly with each other.    [redacted] selected the color of each dress by comparing the manufacture’s swatch to pictures on her cellphone via facetime with [redacted]. On January 16 , 2017  the  bridesmaid ([redacted])came in to pickup  her dress and was unhappy with the dress.  On January 30,  2017 ([redacted]) came in to pickup her dress and was unhappy as well. Since  these dresses were special ordered and we have a “ALL SALES FINAL, NO REFUNDS,NO EXCHANGES, OR RETURNS" policy ( This policy is clearly displayed in front of the check out area and is also printed in those exact words on the sales tickets that were given to them after they signed them when they purchases the dresses on November 19, 2016, we did not refund any money.   They did ask us  if we would let them exchange the dresses. Since they didn't like their gowns as ordered,  we offered an exchange them for any dresses in our inventory.  In turn, they would just simply pay the price different if any.  This concession was offered simply to please the customer even though exchanging merchandise is not our store policy. Furthermore, our policy was clearly communicated to them when they came in for the dresses. The dresses were examined and tried on by the girls.  The dresses were then taken home without anyone (including the customers) noticing that “SAMPLE” was embroidered on the bottom part of one dress. Thursday, March  2, 2017 , prior to the Saturday wedding March the 4th, [redacted] called and was upset about the “Sample” on the dress. We offered to remove the “Sample”.  She demanded a refund for the dress using  foul language and tone with the office manager.   The office manager was trying to offer her to bring the dress in so we can take care of the word (sample).  Note: it’s a simple procedure to take this off. Also to note the words that were used with the office manager was very offensive and [redacted] told the Office Manager to "Go [redacted] yourself." Friday morning, Suki called [redacted] to inquire if there was anything she could do to help.  She offered again to remove the word "sample".  Again, it would only be a simple task.  Nevertheless,  [redacted] said that they had taken the dress to have the “Sample” mark removed from the dress by other seamstresses.  This could have been done by us in 30 minutes or less. In conclusion, we believe that this could have been a simple fix. The customer was very confrontational.  Because of this conflict, reconcilation this issue was difficult to talk and move forward on this sales.   We could not talk to the party(s) involved because the conversation that did take place would turn hostile by the [redacted] when store policy was explained on March 2, 2017   The conversation  quickly turned aggressive by [redacted] when her refund demand was declined.   Nevertheless we kept a professional attitude and made a reasonable and diligent effort to accommodate the customer. We wish [redacted] and her new Husband the very best.  May their life together be happy and prosperous. Thank you, [redacted]