Bridal Gown Preservation

Initial Business Response / [redacted] (1000, 6, 2015/10/05) */ This is in response to two complaints relating to the same incident and filed by the same person: Case number XXXXXXXX stating this case would not be treated as a complaint by the Revdex.com and required no response Case number XXXXXXXX with the same information now requiring a response The customer brought in her item to be cleanedIt was very dirtyWe thoroughly discussed wedding gown cleaning, our procedures and policies, and made sure she was comfortable with themWe asked her to sign our processing statement and general release agreeing she was leaving her dress and asking us to process it at her riskWe are careful to request each customer who comes in do this so we know she is informed of the processes and risks involved When she picked it up she immediately located a hole in a hard to find area at the bottom of the dress in a spot that easily, and sometimes unknowingly to the wearer, stepped on or caught on something during the wedding or festivities following We apologize for the inconvenienceWe do not believe the dress was damaged while in our possession, but know it can be repairedAs a courtesy we offered to have it professionally repaired by our seamstress, and we would pay for that repair at no charge to her She has rejected this offerI am very sorry Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) My gown was inspected by myself inch by inch prior to dropping it off to be cleaned and there were no rips in the gown prior to leaving it with Bridal Gown PreservationThe rip was in a very easy to locate spot (as seen on the picture attached) on the front outermost layer of the gown and would have been easily visible before dropping it offThe gown was damaged while in the care of Bridal Gown Preservation and I ask that they give me $to have my gown fixed by the company of my choosingI no longer trust Bridal Gown Preservation and will not allow them to touch my gown again in fear they will create even more damage Final Business Response / [redacted] (4000, 11, 2015/10/16) */ We are sorry we have not been able to satisfy Ms [redacted] We have tried, several times We have carefully examined her pictureIt reinforces our feeling that the tear was caused during wearAt the lower right hand corner, at the beginning of the tear near the bottom, it clearly shows a mark, probably made by a heel, in an area already weakened by decorative stitching and embroidery added to delicate fabric during constructionThis added stitching acts like perforated paper does, making it more likely and easier to rip She has stated we are not taking responsibilityI feel we have gone above and beyondShe is correct to the point that obviously we do not agree about how the tear occurred or whenWe offered to agree to disagree,(setting aside the fact that she authorized us, in writing, to process her dress at her risk) and to have our professional seamstress (who has over years designing, making and tailoring fine apparel) repair it at no chargeShe has rejected this offer, again We wish her the best of luck

Initial Business Response /* (1000, 6, 2015/10/05) */
This is in response to two complaints relating to the same incident and filed by the same person:
Case number XXXXXXXX stating this case would not be treated as a complaint by the Revdex.com and required no response.
Case number XXXXXXXX with the...

same information now requiring a response.
The customer brought in her item to be cleaned. It was very dirty. We thoroughly discussed wedding gown cleaning, our procedures and policies, and made sure she was comfortable with them. We asked her to sign our processing statement and general release agreeing she was leaving her dress and asking us to process it at her risk. We are careful to request each customer who comes in do this so we know she is informed of the processes and risks involved.
When she picked it up she immediately located a hole in a hard to find area at the bottom of the dress in a spot that easily, and sometimes unknowingly to the wearer, stepped on or caught on something during the wedding or festivities following.
We apologize for the inconvenience. We do not believe the dress was damaged while in our possession, but know it can be repaired. As a courtesy we offered to have it professionally repaired by our seamstress, and we would pay for that repair at no charge to her.
She has rejected this offer. I am very sorry.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My gown was inspected by myself inch by inch prior to dropping it off to be cleaned and there were no rips in the gown prior to leaving it with Bridal Gown Preservation. The rip was in a very easy to locate spot (as seen on the picture attached) on the front outermost layer of the gown and would have been easily visible before dropping it off. The gown was damaged while in the care of Bridal Gown Preservation and I ask that they give me $200 to have my gown fixed by the company of my choosing. I no longer trust Bridal Gown Preservation and will not allow them to touch my gown again in fear they will create even more damage.
Final Business Response /* (4000, 11, 2015/10/16) */
We are sorry we have not been able to satisfy Ms. [redacted]. We have tried, several times.
We have carefully examined her picture. It reinforces our feeling that the tear was caused during wear. At the lower right hand corner, at the beginning of the tear near the bottom, it clearly shows a mark, probably made by a heel, in an area already weakened by decorative stitching and embroidery added to delicate fabric during construction. This added stitching acts like perforated paper does, making it more likely and easier to rip.

She has stated we are not taking responsibility. I feel we have gone above and beyond. She is correct to the point that obviously we do not agree about how the tear occurred or when. We offered to agree to disagree,(setting aside the fact that she authorized us, in writing, to process her dress at her risk) and to have our professional seamstress (who has over 40 years designing, making and tailoring fine apparel) repair it at no charge. She has rejected this offer, again.
We wish her the best of luck.