The customer's account of the circumstances are mostly factual However, there was a tremendous amount of information that she omittedI will attempt to outline the omissions At the initial fitting, the customer asked that the dress be hemmed shorter to show her shoes, but still allow her to remove the shoes and not be too longWe typically hem a chiffon dress to just barely skim the floorChiffon has a wavy ebb and flow to it, especially when the skirt is very fullI have sent pictures from our manufacturers' catalog that shows this effectWhen hemmed at a higher length, the waviness is much more noticeable than when it is at floor lengthThe customer's request was honored because she is the customer At the second fitting, the seamstress walked away from the customer because the customer refused to listen to anything the seamstress saidThe seamstress tried to explain the characteristics of chiffon fabric, but the customer continued to interrupt and would have nothing to do with the explanationAs she left the store, she "let loose" on two other employees who were at the front desk and who had absolutely nothing to do with anything prior When the customer returned so I could look at the dress, I came to the conclusion that the dress hem could not be hemmed to her satisfactionI don't typically comment on my customers' figures, but she has opened this can of worms, so I will let the worms crawlThe customer has considerable "girth" through the hips, especially at the sides and backThis was causing the skirt to draw up in those areasIn combination with the chiffon fabric and the higher hem length, it was not a good lookI had a replacement dress for her that was from our stockIt was the same color and size and in excellent conditionThe customer sand she had noted powder on the dress when she originally tried it on so I told her I would clean it after we had altered it The replacement dress was readied immediately and when she returned to try it on, she began lamenting immediately about me not being there at the first fittingI don't know why this was so important to her, but she kept bringing it upWhen she first had mentioned it, I just backed off and said I probably didn't remember correctly as I have a poor memoryBut I had checked our calendar since then and found that I indeed was there at her first fittingI was the only one that worked on the floor that day and she wouldn't get to the seamstress except through meWhen she started in on me, I lost my temper and did indeed yellThen she said the hem was still not even, but in fact the hem was perfectly fineShe said she would be sending a letter to the Revdex.com and I said that was fine because I would be more than happy to rebut itI told her to stay in the dress as I got my camera so I could take a picture to send with my rebuttalShe immediately removed the dress and had it off before I returned which was approximately secondsShe packed up her dress and left The customer was compensated all of her alteration costs for a total of $There will be no additional compensationMy employees have been instructed to call the police to remove her should she ever come into the store again
Mr [redacted] contacted our company regarding his ridgeline skylightAfter evaluating his project, I contacted Bristolite Skylights and Solar Industries to obtain a quote for the product Bristolite took a very long time in providing a quote, and I stayed in constant contact with Mr [redacted] to keep him informed of the process I provided him with a few options in how to address his ridgeline skylightBristolite skylights came in at over $for the cost of the skylight Solar Industries was priced around $1500.We provided an estimate and Mr [redacted] ultimately decided to go with the product provided by Solar Industries based on cost and warranties provided by both us and Solar Industries He submitted his depositOn 10/23/14, I forwarded the order to Solar Industries so they could begin making the custom skylightA custom skylight typically takes two weeks for manufacturing, so the delivery date should have been approximately November On or around November 13, it was determined that Solar Industries had not processed the order and did not have a record of receiving it from us On November we resent the order In trying to determine the reason for their delay in processing the order, I learned that the operations manager at Solar Industries had been involved in a fairly serious automobile accident around this same time period and had been out of the office during this time Considering I had always received excellent customer service from Solar Industries, I attributed the mix up to this restructuring of the office in his absenceI fully take responsibility for not following through more thoroughly on this initial order when it did arrive around November Because of the Thanksgiving holiday manufacturing schedule, the skylight took a little longer to receive and arrived sometime around December Because this skylight is quite large, we had to make arrangements for Solar Industries to deliver it to Mr [redacted] ’ home on their flatbed truck Arrangements were made to install the skylight on December 11.On December 12, we had a fairly substantial rain Mr [redacted] contacted us to let us know that the skylight was severely leakingWe called in someone to assist, gathered the tools needed and left our office in Chula Vista to go to his home in Escondido to address the situation Because it was a fairly substantial rain storm and Mr [redacted] lives on the opposite side of the county from us, the travel time to get to his house took about hoursThere was nothing we could do about this The leak was coming from the peak of the skylight itself, not from any of the installation work We immediately contacted Solar Industries to advise them of the situation They immediately ordered another unit to replace this one as it was apparent there was a flaw in the product We made sure that Mr [redacted] ’ home was protected from any further water intrusion and advised him to be sure to contact us if anything else should happen Because we had never had an issue with a Solar Industries skylight, we were confident that this product issue was a fluke and the new skylight would solve the issue We agreed that we would take care of any water damage that occurred in his home It was explained to Mr [redacted] in each case that the custom skylight would take at least weeks to receive Although we asked for a rush to be placed on this second order, we were subject to the manufacturing schedule of Solar Industries and had absolutely no control on the date the skylight would arrive We were advised in this case that the skylight should arrive on or before December I advised Mr [redacted] of this date Again, this was an approximate delivery date and was not something we had any control over I told Mr [redacted] that we would contact him as soon as we were advised the skylight had been received I was advised by Solar Industries on the afternoon of December that the skylight had arrivedAgain, we needed to have this skylight delivered by Solar Industries They were going to be shut down from December until December 29, so there was no way to deliver the skylight prior to December Due to our own holiday schedule and family obligations, I did not contact Mr [redacted] until December to advise him the skylight had arrived and suggested a date of Tuesday, December 30, for the installation Additionally, because of the weight and size of the skylight, I needed to have men available to help with this installation I needed to make sure we could coordinate the delivery with the availability of these menIt rained on December 30, which caused us to have to reschedule the installation Solar Industries was closed from December to January for the long holiday weekendArrangements were made for delivery on January In the meantime, my partner, ***, had arranged to come to Mr [redacted] house on January to do repairs to areas damaged by the water intrusion However, on the morning of January 2, he had to go to Urgent Care with severe pain in his rib cage It was determined that he had a pulled muscle in the area and was advised not to lift anything for two weeks In order for him to get to the area that he needed to repair, it was necessary to remove the existing, heavy skylight Because of the long holiday weekend, no one was available to assist with this removal [redacted] was left with no alternative but to contact Mr [redacted] to advise him of this and to make new arrangements to make these repairs for Monday, January (If needed, I would be happy to provide the medical information provided to us by Urgent Care.) Apparently, this was the day Mr [redacted] decided to contact the Revdex.com regarding the problem On January 5, 2015, we went to Mr [redacted] home and spent the day making the repairs When the skylight was delivered, it was water tested on the ground before even putting it on the roof It did not leak After installing the skylight, it was again water tested This time it leaked We contacted Solar Industries and told them what happened They made arrangements for their warranty person to come out and look at what was happening We made sure he was well protected in case of rain, and completed all the repairs to the interior of home At the end of the day, Mr [redacted] expressed gratitude for our taking care of this situation We assured him we would be following up to find the absolute best resolution we could for him and this skylight We were prepared to build a new structure to make that happen if it became necessary We needed at this point to go through Solar Industries’ warranty protocol to see what options would be presented Solar Industries’ warranty person came to Mr [redacted] ’ home on or about January and determined the skylight design was indeed faulty Solar Industries ultimately decided to contract with Industrial Skylights to have a custom designed, energy efficient, laminated glass unit made for Mr [redacted] at their expense This skylight would cost upwards of $if ordered by Mr [redacted] Although the installation of this skylight is still pending, I am confident this will provide Mr [redacted] with a final resolution to this matter Not only is this skylight a better design, it will no doubt be a much more attractive skylight then he had originally purchased This will certainly enhance his home I have asked that Solar Industries provide him with the same product warranty As they are doing the installation of this product, I have also asked that they extend the same installation warranty as we do (life of the roof) We have already completed all of the roof work, so there should be no issue here However, because they will be the last one to touch the roof, it is only appropriate that the final warranty come from themIn summary, this situation was not created by our negligence or because we are not a reputable company In all our years of business, we have never been reported to the Revdex.com and consistently receive star ratings from our customers because of our commitment to excellent customer service At no point did we not honor our warranty or neglect our responsibilities This was a product defect, not an installation defect It is unfortunate that Mr [redacted] has painted a picture of us as a company that does not honor their commitments To the contrary We have made multiple trips to Mr [redacted] home to make sure his home is protected and to repair everything that had been damaged due to water intrusionWe have worked with Solar Industries for years and have never had a warranty issue with their productsIn this case, Solar Industries completely acknowledged the faulty design of their ridgeline skylight and then completely honored their warranty by providing, at their expense, a skylight far superior to the one he initially ordered In all my years of experience, I have never seen a company go to this extent to make sure that their customer received a great resolution Yes, there were delays and some mistakes We dealt with holiday schedules, rain days, car accidents, injuries and faulty products As Mr [redacted] acknowledged, this has been the "perfect storm" as far as what can go wrong, will go wrong This is a situation we have never dealt with in all our years of business Although it has taken time to resolve, throughout the process we went out of our way to make sure Mr [redacted] was provided with an excellent product, great warranties and a happy ending to this situationI will update this information once I find out the end result of the installation I was advised on 2/10/that Solar Industries is honoring both their lifetime warranty on the product and our life of the roof warranty on the installation Both of these warranties have been put in writing for Mr [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
The garment is question was not cleanedIt would have been cleaned after the customer has her final fittingIt didn't make sense to clean it until we were sure we were done handling itAs it turned out, the customer packed up the dress herself during her fitting and left the store with it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
At the initial fitting I asked the seamstress opinion if it would look ok to have the dress hemmed to touch the top of my shoes. My normal attire is business casual, I have not purchased a formal gown in over 45 years, and probably it was for my High School Senior Prom. I was looking to the expert to help with the decision, and good customer service would have had the seamstress explain to me the problem with how I wanted the dress hemmed. The only comment the seamstress made was she liked my shoes and started pinning the dress. The seamstress only pinned the dress in two spots on the right side and put one pin in the front of the dress. That was it.
At the second fitting the seamstress did not attempt to explain anything to me. Only said she could even the hem out and started pinning at the shortest side which was above my ankle, not the top of my shoe. A friend was with me and witnessed the uncooperative nature of the seamstress. When I left the store I did not “let loose” on the two employees. When I approached the desk they could tell from my demeanor that I was upset, and I had every right to be. One girl never even looked away from the computer to even talk to me. The second girl was very young and before I even said one word she threw her hands in the air, like she was surrendering, and said she did not hem the dress. I even said to her I was sorry but I was upset and wanted someone to know about it. The girl told me I had to speak to the owner. My friend witnessed the exchange. I never raised my voice, but you could tell I was upset.
As to the owners comments as to my considerable “girth” – the dress is a size 14. Here is an article from the internet that states the average size of a woman is a 14. It was stated in more than one place
My figure is a fuller figure. When I first tried the dress on in May the owner stated that I looked nice in the dress. This comment was heard by my two friends who were with me at the time. Is the owner in the habit of telling customers they look nice in order to get them the purchase the dress? This is just another excuse for the owner not to accept accountability for the actions of her seamstress, and for herself. Not once was anything explained to me about the dress cut on the bias or how chiffon moved. Matter fact, the owner explaining how chiffon moved in her response was the first I heard that explanation. During the course of our conversations it was always because the dress was cut on the bias. To me these are all excuses not to accept accountability for their ineptness. The owner never volunteered to have the dress dry cleaned, I had to ask for it.
When I went for the fitting for the replacement dress I did not begin by “lamenting” about her not being at the first fitting. I began with, the hem is uneven, and I was not a happy customer. When I meet with the owner on August 20th and she stated she remembered the conversation with me asking for the dress to be hemmed to the top of my shoes raised red flags for me. I never said she was not in the building, but she was NOT in the dressing area with me and the seamstress. There wasn’t anyone around to hear the conversation. The owner has made me feel like she was there and it was the owner and the seamstress that heard the conversation. I have stood my ground and said she was not there and that seems to annoy the owner. I never raised my voice; I have been taught when you have an upset customer you speak lower to keep them from raising their voice and having things escalate. I used that knowledge with the owner when she started yelling, I lowered my voice.
I feel that the owner did the barest minimum to say she tried to please a customer who she could do nothing to please. I was stuck! There was nothing I could do, a week before the wedding. Where could I have gone and gotten another dress and have it altered in a week, when I had been dealing with Chiffon’s since May. What should have been a pleasant and fun experience for me is a nightmare.
I have spoken to several people about my experience with Chiffon’s and have been told others have had bad experiences as well. Some are even afraid of the owner. I can believe that. Once the dress is ordered there and if something goes wrong, what can you do a week or even a month before the event.
The lack of customer service in this dress shop is appalling. The lack of accountability….. there was always an excuse for the error, the dress is cut on the bias, chiffon has a wavy ebb and flow, to the can of worms and letting them crawl with the customer’s considerable “girth”. Not once did I hear from anyone in the shop say I’m sorry this happened what can I do to make it better.
The only compensation I received was the $100.00 back for the alterations. I still ended up with a sample dress that I don’t know how many other people had tried on with a hem that is not even and it was not dry cleaned. I really feel I had no other options but to take the dress as it was.
The staff at Chiffon’s can rest assured they will never have to call the cops on me as I will never enter that shop again.
Again, thank you for letting me respond. I just wanted people to know of the terrible customer service, so if they choose to go to the shop they will be aware of what type of experience they will have.
Please let me know if you have any questions or if you need more information from me.
Mr. [redacted] contacted our company regarding his ridgeline skylight. After evaluating his project, I contacted Bristolite Skylights and Solar Industries to obtain a quote for the product. Bristolite took a very long time in providing a quote, and I stayed in constant contact with Mr. [redacted]...
to keep him informed of the process. I provided him with a few options in how to address his ridgeline skylight. Bristolite skylights came in at over $4000 for the cost of the skylight. Solar Industries was priced around $1500.We provided an estimate and Mr. [redacted] ultimately decided to go with the product provided by Solar Industries based on cost and warranties provided by both us and Solar Industries. He submitted his deposit. On 10/23/14, I forwarded the order to Solar Industries so they could begin making the custom skylight. A custom skylight typically takes two weeks for manufacturing, so the delivery date should have been approximately November 6. On or around November 13, it was determined that Solar Industries had not processed the order and did not have a record of receiving it from us. On November 13 we resent the order. In trying to determine the reason for their delay in processing the order, I learned that the operations manager at Solar Industries had been involved in a fairly serious automobile accident around this same time period and had been out of the office during this time. Considering I had always received excellent customer service from Solar Industries, I attributed the mix up to this restructuring of the office in his absence. I fully take responsibility for not following through more thoroughly on this initial order when it did arrive around November 6. Because of the Thanksgiving holiday manufacturing schedule, the skylight took a little longer to receive and arrived sometime around December 8. Because this skylight is quite large, we had to make arrangements for Solar Industries to deliver it to Mr. [redacted]’ home on their flatbed truck. Arrangements were made to install the skylight on December 11.On December 12, we had a fairly substantial rain. Mr. [redacted] contacted us to let us know that the skylight was severely leaking. We called in someone to assist, gathered the tools needed and left our office in Chula Vista to go to his home in Escondido to address the situation. Because it was a fairly substantial rain storm and Mr. [redacted] lives on the opposite side of the county from us, the travel time to get to his house took about 2 hours. There was nothing we could do about this. The leak was coming from the peak of the skylight itself, not from any of the installation work. We immediately contacted Solar Industries to advise them of the situation. They immediately ordered another unit to replace this one as it was apparent there was a flaw in the product. We made sure that Mr. [redacted]’ home was protected from any further water intrusion and advised him to be sure to contact us if anything else should happen. Because we had never had an issue with a Solar Industries skylight, we were confident that this product issue was a fluke and the new skylight would solve the issue. We agreed that we would take care of any water damage that occurred in his home. It was explained to Mr. [redacted] in each case that the custom skylight would take at least 2 weeks to receive. Although we asked for a rush to be placed on this second order, we were subject to the manufacturing schedule of Solar Industries and had absolutely no control on the date the skylight would arrive. We were advised in this case that the skylight should arrive on or before December 23. I advised Mr. [redacted] of this date. Again, this was an approximate delivery date and was not something we had any control over. I told Mr [redacted] that we would contact him as soon as we were advised the skylight had been received. I was advised by Solar Industries on the afternoon of December 23 that the skylight had arrived. Again, we needed to have this skylight delivered by Solar Industries. They were going to be shut down from December 24 until December 29, so there was no way to deliver the skylight prior to December 29. Due to our own holiday schedule and family obligations, I did not contact Mr. [redacted] until December 26 to advise him the skylight had arrived and suggested a date of Tuesday, December 30, for the installation. Additionally, because of the weight and size of the skylight, I needed to have 4 men available to help with this installation. I needed to make sure we could coordinate the delivery with the availability of these men. It rained on December 30, which caused us to have to reschedule the installation. Solar Industries was closed from December 31 to January 5 for the long holiday weekend. Arrangements were made for delivery on January 5. In the meantime, my partner, [redacted], had arranged to come to Mr. [redacted] house on January 2 to do repairs to areas damaged by the water intrusion. However, on the morning of January 2, he had to go to Urgent Care with severe pain in his rib cage. It was determined that he had a pulled muscle in the area and was advised not to lift anything for two weeks. In order for him to get to the area that he needed to repair, it was necessary to remove the existing, heavy skylight. Because of the long holiday weekend, no one was available to assist with this removal. [redacted] was left with no alternative but to contact Mr. [redacted] to advise him of this and to make new arrangements to make these repairs for Monday, January 2. (If needed, I would be happy to provide the medical information provided to us by Urgent Care.) Apparently, this was the day Mr. [redacted] decided to contact the Revdex.com regarding the problem. On January 5, 2015, we went to Mr. [redacted] home and spent the day making the repairs When the skylight was delivered, it was water tested on the ground before even putting it on the roof. It did not leak. After installing the skylight, it was again water tested. This time it leaked. We contacted Solar Industries and told them what happened. They made arrangements for their warranty person to come out and look at what was happening. We made sure he was well protected in case of rain, and completed all the repairs to the interior of home. At the end of the day, Mr. [redacted] expressed gratitude for our taking care of this situation. We assured him we would be following up to find the absolute best resolution we could for him and this skylight. We were prepared to build a new structure to make that happen if it became necessary. We needed at this point to go through Solar Industries’ warranty protocol to see what options would be presented. Solar Industries’ warranty person came to Mr. [redacted]’ home on or about January 9 and determined the skylight design was indeed faulty. Solar Industries ultimately decided to contract with Industrial Skylights to have a custom designed, energy efficient, laminated glass unit made for Mr. [redacted] at their expense. This skylight would cost upwards of $4000 if ordered by Mr. [redacted]. Although the installation of this skylight is still pending, I am confident this will provide Mr. [redacted] with a final resolution to this matter. Not only is this skylight a better design, it will no doubt be a much more attractive skylight then he had originally purchased. This will certainly enhance his home. I have asked that Solar Industries provide him with the same product warranty. As they are doing the installation of this product, I have also asked that they extend the same installation warranty as we do (life of the roof). We have already completed all of the roof work, so there should be no issue here. However, because they will be the last one to touch the roof, it is only appropriate that the final warranty come from them. In summary, this situation was not created by our negligence or because we are not a reputable company. In all our years of business, we have never been reported to the Revdex.com and consistently receive 5 star ratings from our customers because of our commitment to excellent customer service. At no point did we not honor our warranty or neglect our responsibilities. This was a product defect, not an installation defect. It is unfortunate that Mr. [redacted] has painted a picture of us as a company that does not honor their commitments. To the contrary. We have made multiple trips to Mr. [redacted] home to make sure his home is protected and to repair everything that had been damaged due to water intrusion. We have worked with Solar Industries for years and have never had a warranty issue with their products. In this case, Solar Industries completely acknowledged the faulty design of their ridgeline skylight and then completely honored their warranty by providing, at their expense, a skylight far superior to the one he initially ordered. In all my years of experience, I have never seen a company go to this extent to make sure that their customer received a great resolution. Yes, there were delays and some mistakes. We dealt with holiday schedules, rain days, car accidents, injuries and faulty products. As Mr. [redacted] acknowledged, this has been the "perfect storm" as far as what can go wrong, will go wrong. This is a situation we have never dealt with in all our years of business. Although it has taken time to resolve, throughout the process we went out of our way to make sure Mr. [redacted] was provided with an excellent product, great warranties and a happy ending to this situation. I will update this information once I find out the end result of the installation. I was advised on 2/10/15 that Solar Industries is honoring both their lifetime warranty on the product and our life of the roof warranty on the installation. Both of these warranties have been put in writing for Mr. [redacted].
The customer's account of the circumstances
are mostly factual....
However, there was a tremendous amount of information that
she omitted. I will attempt to outline the omissions.
At the initial fitting, the customer asked
that the dress be hemmed shorter to show her shoes, but still allow her to
remove the shoes and not be too long. We typically hem a chiffon dress to just
barely skim the floor. Chiffon has a wavy ebb and flow to it, especially when
the skirt is very full. I have sent pictures from our manufacturers' catalog
that shows this effect. When hemmed at a higher length, the waviness is much
more noticeable than when it is at floor length. The customer's request was
honored because she is the customer.
At the second fitting, the seamstress walked
away from the customer because the customer refused to listen to anything the
seamstress said. The seamstress tried to explain the characteristics of chiffon
fabric, but the customer continued to interrupt and would have nothing to do
with the explanation. As she left the store, she "let loose" on two
other employees who were at the front desk and who had absolutely nothing to do
with anything prior.
When the customer returned so I could look
at the dress, I came to the conclusion that the dress hem could not be hemmed
to her satisfaction. I don't typically comment on my customers' figures, but
she has opened this can of worms, so I will let the worms crawl. The customer
has considerable "girth" through the hips, especially at the sides
and back. This was causing the skirt to draw up in those areas. In combination
with the chiffon fabric and the higher hem length, it was not a good look. I
had a replacement dress for her that was from our stock. It was the same color
and size and in excellent condition. The customer sand she had noted powder on
the dress when she originally tried it on so I told her I would clean it after
we had altered it.
The replacement dress was readied
immediately and when she returned to try it on, she began lamenting immediately
about me not being there at the first fitting. I don't know why this was so
important to her, but she kept bringing it up. When she first had mentioned it,
I just backed off and said I probably didn't remember correctly as I have a
poor memory. But I had checked our calendar since then and found that I indeed
was there at her first fitting. I was the only one that worked on the floor
that day and she wouldn't get to the seamstress except through me. When she
started in on me, I lost my temper and did indeed yell. Then she said the hem
was still not even, but in fact the hem was perfectly fine. She said she would
be sending a letter to the Revdex.com and I said that was fine
because I would be more than happy to rebut it. I told her to stay in the dress
as I got my camera so I could take a picture to send with my rebuttal. She
immediately removed the dress and had it off before I returned which was
approximately 45 seconds. She packed up her dress and left.
The customer was compensated all of her alteration costs for a
total of $100. There will be no additional compensation. My employees have been
instructed to call the police to remove her should she ever come into the store
again.
The customer's account of the circumstances are mostly factual However, there was a tremendous amount of information that she omittedI will attempt to outline the omissions At the initial fitting, the customer asked that the dress be hemmed shorter to show her shoes, but still allow her to remove the shoes and not be too longWe typically hem a chiffon dress to just barely skim the floorChiffon has a wavy ebb and flow to it, especially when the skirt is very fullI have sent pictures from our manufacturers' catalog that shows this effectWhen hemmed at a higher length, the waviness is much more noticeable than when it is at floor lengthThe customer's request was honored because she is the customer At the second fitting, the seamstress walked away from the customer because the customer refused to listen to anything the seamstress saidThe seamstress tried to explain the characteristics of chiffon fabric, but the customer continued to interrupt and would have nothing to do with the explanationAs she left the store, she "let loose" on two other employees who were at the front desk and who had absolutely nothing to do with anything prior When the customer returned so I could look at the dress, I came to the conclusion that the dress hem could not be hemmed to her satisfactionI don't typically comment on my customers' figures, but she has opened this can of worms, so I will let the worms crawlThe customer has considerable "girth" through the hips, especially at the sides and backThis was causing the skirt to draw up in those areasIn combination with the chiffon fabric and the higher hem length, it was not a good lookI had a replacement dress for her that was from our stockIt was the same color and size and in excellent conditionThe customer sand she had noted powder on the dress when she originally tried it on so I told her I would clean it after we had altered it The replacement dress was readied immediately and when she returned to try it on, she began lamenting immediately about me not being there at the first fittingI don't know why this was so important to her, but she kept bringing it upWhen she first had mentioned it, I just backed off and said I probably didn't remember correctly as I have a poor memoryBut I had checked our calendar since then and found that I indeed was there at her first fittingI was the only one that worked on the floor that day and she wouldn't get to the seamstress except through meWhen she started in on me, I lost my temper and did indeed yellThen she said the hem was still not even, but in fact the hem was perfectly fineShe said she would be sending a letter to the Revdex.com and I said that was fine because I would be more than happy to rebut itI told her to stay in the dress as I got my camera so I could take a picture to send with my rebuttalShe immediately removed the dress and had it off before I returned which was approximately secondsShe packed up her dress and left The customer was compensated all of her alteration costs for a total of $There will be no additional compensationMy employees have been instructed to call the police to remove her should she ever come into the store again
Mr [redacted] contacted our company regarding his ridgeline skylightAfter evaluating his project, I contacted Bristolite Skylights and Solar Industries to obtain a quote for the product Bristolite took a very long time in providing a quote, and I stayed in constant contact with Mr [redacted] to keep him informed of the process I provided him with a few options in how to address his ridgeline skylightBristolite skylights came in at over $for the cost of the skylight Solar Industries was priced around $1500.We provided an estimate and Mr [redacted] ultimately decided to go with the product provided by Solar Industries based on cost and warranties provided by both us and Solar Industries He submitted his depositOn 10/23/14, I forwarded the order to Solar Industries so they could begin making the custom skylightA custom skylight typically takes two weeks for manufacturing, so the delivery date should have been approximately November On or around November 13, it was determined that Solar Industries had not processed the order and did not have a record of receiving it from us On November we resent the order In trying to determine the reason for their delay in processing the order, I learned that the operations manager at Solar Industries had been involved in a fairly serious automobile accident around this same time period and had been out of the office during this time Considering I had always received excellent customer service from Solar Industries, I attributed the mix up to this restructuring of the office in his absenceI fully take responsibility for not following through more thoroughly on this initial order when it did arrive around November Because of the Thanksgiving holiday manufacturing schedule, the skylight took a little longer to receive and arrived sometime around December Because this skylight is quite large, we had to make arrangements for Solar Industries to deliver it to Mr [redacted] ’ home on their flatbed truck Arrangements were made to install the skylight on December 11.On December 12, we had a fairly substantial rain Mr [redacted] contacted us to let us know that the skylight was severely leakingWe called in someone to assist, gathered the tools needed and left our office in Chula Vista to go to his home in Escondido to address the situation Because it was a fairly substantial rain storm and Mr [redacted] lives on the opposite side of the county from us, the travel time to get to his house took about hoursThere was nothing we could do about this The leak was coming from the peak of the skylight itself, not from any of the installation work We immediately contacted Solar Industries to advise them of the situation They immediately ordered another unit to replace this one as it was apparent there was a flaw in the product We made sure that Mr [redacted] ’ home was protected from any further water intrusion and advised him to be sure to contact us if anything else should happen Because we had never had an issue with a Solar Industries skylight, we were confident that this product issue was a fluke and the new skylight would solve the issue We agreed that we would take care of any water damage that occurred in his home It was explained to Mr [redacted] in each case that the custom skylight would take at least weeks to receive Although we asked for a rush to be placed on this second order, we were subject to the manufacturing schedule of Solar Industries and had absolutely no control on the date the skylight would arrive We were advised in this case that the skylight should arrive on or before December I advised Mr [redacted] of this date Again, this was an approximate delivery date and was not something we had any control over I told Mr [redacted] that we would contact him as soon as we were advised the skylight had been received I was advised by Solar Industries on the afternoon of December that the skylight had arrivedAgain, we needed to have this skylight delivered by Solar Industries They were going to be shut down from December until December 29, so there was no way to deliver the skylight prior to December Due to our own holiday schedule and family obligations, I did not contact Mr [redacted] until December to advise him the skylight had arrived and suggested a date of Tuesday, December 30, for the installation Additionally, because of the weight and size of the skylight, I needed to have men available to help with this installation I needed to make sure we could coordinate the delivery with the availability of these menIt rained on December 30, which caused us to have to reschedule the installation Solar Industries was closed from December to January for the long holiday weekendArrangements were made for delivery on January In the meantime, my partner, ***, had arranged to come to Mr [redacted] house on January to do repairs to areas damaged by the water intrusion However, on the morning of January 2, he had to go to Urgent Care with severe pain in his rib cage It was determined that he had a pulled muscle in the area and was advised not to lift anything for two weeks In order for him to get to the area that he needed to repair, it was necessary to remove the existing, heavy skylight Because of the long holiday weekend, no one was available to assist with this removal [redacted] was left with no alternative but to contact Mr [redacted] to advise him of this and to make new arrangements to make these repairs for Monday, January (If needed, I would be happy to provide the medical information provided to us by Urgent Care.) Apparently, this was the day Mr [redacted] decided to contact the Revdex.com regarding the problem On January 5, 2015, we went to Mr [redacted] home and spent the day making the repairs When the skylight was delivered, it was water tested on the ground before even putting it on the roof It did not leak After installing the skylight, it was again water tested This time it leaked We contacted Solar Industries and told them what happened They made arrangements for their warranty person to come out and look at what was happening We made sure he was well protected in case of rain, and completed all the repairs to the interior of home At the end of the day, Mr [redacted] expressed gratitude for our taking care of this situation We assured him we would be following up to find the absolute best resolution we could for him and this skylight We were prepared to build a new structure to make that happen if it became necessary We needed at this point to go through Solar Industries’ warranty protocol to see what options would be presented Solar Industries’ warranty person came to Mr [redacted] ’ home on or about January and determined the skylight design was indeed faulty Solar Industries ultimately decided to contract with Industrial Skylights to have a custom designed, energy efficient, laminated glass unit made for Mr [redacted] at their expense This skylight would cost upwards of $if ordered by Mr [redacted] Although the installation of this skylight is still pending, I am confident this will provide Mr [redacted] with a final resolution to this matter Not only is this skylight a better design, it will no doubt be a much more attractive skylight then he had originally purchased This will certainly enhance his home I have asked that Solar Industries provide him with the same product warranty As they are doing the installation of this product, I have also asked that they extend the same installation warranty as we do (life of the roof) We have already completed all of the roof work, so there should be no issue here However, because they will be the last one to touch the roof, it is only appropriate that the final warranty come from themIn summary, this situation was not created by our negligence or because we are not a reputable company In all our years of business, we have never been reported to the Revdex.com and consistently receive star ratings from our customers because of our commitment to excellent customer service At no point did we not honor our warranty or neglect our responsibilities This was a product defect, not an installation defect It is unfortunate that Mr [redacted] has painted a picture of us as a company that does not honor their commitments To the contrary We have made multiple trips to Mr [redacted] home to make sure his home is protected and to repair everything that had been damaged due to water intrusionWe have worked with Solar Industries for years and have never had a warranty issue with their productsIn this case, Solar Industries completely acknowledged the faulty design of their ridgeline skylight and then completely honored their warranty by providing, at their expense, a skylight far superior to the one he initially ordered In all my years of experience, I have never seen a company go to this extent to make sure that their customer received a great resolution Yes, there were delays and some mistakes We dealt with holiday schedules, rain days, car accidents, injuries and faulty products As Mr [redacted] acknowledged, this has been the "perfect storm" as far as what can go wrong, will go wrong This is a situation we have never dealt with in all our years of business Although it has taken time to resolve, throughout the process we went out of our way to make sure Mr [redacted] was provided with an excellent product, great warranties and a happy ending to this situationI will update this information once I find out the end result of the installation I was advised on 2/10/that Solar Industries is honoring both their lifetime warranty on the product and our life of the roof warranty on the installation Both of these warranties have been put in writing for Mr [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
The garment is question was not cleanedIt would have been cleaned after the customer has her final fittingIt didn't make sense to clean it until we were sure we were done handling itAs it turned out, the customer packed up the dress herself during her fitting and left the store with it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
At the initial fitting I asked the seamstress opinion if it would look ok to have the dress hemmed to touch the top of my shoes. My normal attire is business casual, I have not purchased a formal gown in over 45 years, and probably it was for my High School Senior Prom. I was looking to the expert to help with the decision, and good customer service would have had the seamstress explain to me the problem with how I wanted the dress hemmed. The only comment the seamstress made was she liked my shoes and started pinning the dress. The seamstress only pinned the dress in two spots on the right side and put one pin in the front of the dress. That was it.
At the second fitting the seamstress did not attempt to explain anything to me. Only said she could even the hem out and started pinning at the shortest side which was above my ankle, not the top of my shoe. A friend was with me and witnessed the uncooperative nature of the seamstress. When I left the store I did not “let loose” on the two employees. When I approached the desk they could tell from my demeanor that I was upset, and I had every right to be. One girl never even looked away from the computer to even talk to me. The second girl was very young and before I even said one word she threw her hands in the air, like she was surrendering, and said she did not hem the dress. I even said to her I was sorry but I was upset and wanted someone to know about it. The girl told me I had to speak to the owner. My friend witnessed the exchange. I never raised my voice, but you could tell I was upset.
As to the owners comments as to my considerable “girth” – the dress is a size 14. Here is an article from the internet that states the average size of a woman is a 14. It was stated in more than one place
My figure is a fuller figure. When I first tried the dress on in May the owner stated that I looked nice in the dress. This comment was heard by my two friends who were with me at the time. Is the owner in the habit of telling customers they look nice in order to get them the purchase the dress? This is just another excuse for the owner not to accept accountability for the actions of her seamstress, and for herself. Not once was anything explained to me about the dress cut on the bias or how chiffon moved. Matter fact, the owner explaining how chiffon moved in her response was the first I heard that explanation. During the course of our conversations it was always because the dress was cut on the bias. To me these are all excuses not to accept accountability for their ineptness. The owner never volunteered to have the dress dry cleaned, I had to ask for it.
When I went for the fitting for the replacement dress I did not begin by “lamenting” about her not being at the first fitting. I began with, the hem is uneven, and I was not a happy customer. When I meet with the owner on August 20th and she stated she remembered the conversation with me asking for the dress to be hemmed to the top of my shoes raised red flags for me. I never said she was not in the building, but she was NOT in the dressing area with me and the seamstress. There wasn’t anyone around to hear the conversation. The owner has made me feel like she was there and it was the owner and the seamstress that heard the conversation. I have stood my ground and said she was not there and that seems to annoy the owner. I never raised my voice; I have been taught when you have an upset customer you speak lower to keep them from raising their voice and having things escalate. I used that knowledge with the owner when she started yelling, I lowered my voice.
I feel that the owner did the barest minimum to say she tried to please a customer who she could do nothing to please. I was stuck! There was nothing I could do, a week before the wedding. Where could I have gone and gotten another dress and have it altered in a week, when I had been dealing with Chiffon’s since May. What should have been a pleasant and fun experience for me is a nightmare.
I have spoken to several people about my experience with Chiffon’s and have been told others have had bad experiences as well. Some are even afraid of the owner. I can believe that. Once the dress is ordered there and if something goes wrong, what can you do a week or even a month before the event.
The lack of customer service in this dress shop is appalling. The lack of accountability….. there was always an excuse for the error, the dress is cut on the bias, chiffon has a wavy ebb and flow, to the can of worms and letting them crawl with the customer’s considerable “girth”. Not once did I hear from anyone in the shop say I’m sorry this happened what can I do to make it better.
The only compensation I received was the $100.00 back for the alterations. I still ended up with a sample dress that I don’t know how many other people had tried on with a hem that is not even and it was not dry cleaned. I really feel I had no other options but to take the dress as it was.
The staff at Chiffon’s can rest assured they will never have to call the cops on me as I will never enter that shop again.
Again, thank you for letting me respond. I just wanted people to know of the terrible customer service, so if they choose to go to the shop they will be aware of what type of experience they will have.
Please let me know if you have any questions or if you need more information from me.
Regards,
[redacted]
Mr. [redacted] contacted our company regarding his ridgeline skylight. After evaluating his project, I contacted Bristolite Skylights and Solar Industries to obtain a quote for the product. Bristolite took a very long time in providing a quote, and I stayed in constant contact with Mr. [redacted]...
to keep him informed of the process. I provided him with a few options in how to address his ridgeline skylight. Bristolite skylights came in at over $4000 for the cost of the skylight. Solar Industries was priced around $1500.We provided an estimate and Mr. [redacted] ultimately decided to go with the product provided by Solar Industries based on cost and warranties provided by both us and Solar Industries. He submitted his deposit. On 10/23/14, I forwarded the order to Solar Industries so they could begin making the custom skylight. A custom skylight typically takes two weeks for manufacturing, so the delivery date should have been approximately November 6. On or around November 13, it was determined that Solar Industries had not processed the order and did not have a record of receiving it from us. On November 13 we resent the order. In trying to determine the reason for their delay in processing the order, I learned that the operations manager at Solar Industries had been involved in a fairly serious automobile accident around this same time period and had been out of the office during this time. Considering I had always received excellent customer service from Solar Industries, I attributed the mix up to this restructuring of the office in his absence. I fully take responsibility for not following through more thoroughly on this initial order when it did arrive around November 6. Because of the Thanksgiving holiday manufacturing schedule, the skylight took a little longer to receive and arrived sometime around December 8. Because this skylight is quite large, we had to make arrangements for Solar Industries to deliver it to Mr. [redacted]’ home on their flatbed truck. Arrangements were made to install the skylight on December 11.On December 12, we had a fairly substantial rain. Mr. [redacted] contacted us to let us know that the skylight was severely leaking. We called in someone to assist, gathered the tools needed and left our office in Chula Vista to go to his home in Escondido to address the situation. Because it was a fairly substantial rain storm and Mr. [redacted] lives on the opposite side of the county from us, the travel time to get to his house took about 2 hours. There was nothing we could do about this. The leak was coming from the peak of the skylight itself, not from any of the installation work. We immediately contacted Solar Industries to advise them of the situation. They immediately ordered another unit to replace this one as it was apparent there was a flaw in the product. We made sure that Mr. [redacted]’ home was protected from any further water intrusion and advised him to be sure to contact us if anything else should happen. Because we had never had an issue with a Solar Industries skylight, we were confident that this product issue was a fluke and the new skylight would solve the issue. We agreed that we would take care of any water damage that occurred in his home. It was explained to Mr. [redacted] in each case that the custom skylight would take at least 2 weeks to receive. Although we asked for a rush to be placed on this second order, we were subject to the manufacturing schedule of Solar Industries and had absolutely no control on the date the skylight would arrive. We were advised in this case that the skylight should arrive on or before December 23. I advised Mr. [redacted] of this date. Again, this was an approximate delivery date and was not something we had any control over. I told Mr [redacted] that we would contact him as soon as we were advised the skylight had been received. I was advised by Solar Industries on the afternoon of December 23 that the skylight had arrived. Again, we needed to have this skylight delivered by Solar Industries. They were going to be shut down from December 24 until December 29, so there was no way to deliver the skylight prior to December 29. Due to our own holiday schedule and family obligations, I did not contact Mr. [redacted] until December 26 to advise him the skylight had arrived and suggested a date of Tuesday, December 30, for the installation. Additionally, because of the weight and size of the skylight, I needed to have 4 men available to help with this installation. I needed to make sure we could coordinate the delivery with the availability of these men. It rained on December 30, which caused us to have to reschedule the installation. Solar Industries was closed from December 31 to January 5 for the long holiday weekend. Arrangements were made for delivery on January 5. In the meantime, my partner, [redacted], had arranged to come to Mr. [redacted] house on January 2 to do repairs to areas damaged by the water intrusion. However, on the morning of January 2, he had to go to Urgent Care with severe pain in his rib cage. It was determined that he had a pulled muscle in the area and was advised not to lift anything for two weeks. In order for him to get to the area that he needed to repair, it was necessary to remove the existing, heavy skylight. Because of the long holiday weekend, no one was available to assist with this removal. [redacted] was left with no alternative but to contact Mr. [redacted] to advise him of this and to make new arrangements to make these repairs for Monday, January 2. (If needed, I would be happy to provide the medical information provided to us by Urgent Care.) Apparently, this was the day Mr. [redacted] decided to contact the Revdex.com regarding the problem. On January 5, 2015, we went to Mr. [redacted] home and spent the day making the repairs When the skylight was delivered, it was water tested on the ground before even putting it on the roof. It did not leak. After installing the skylight, it was again water tested. This time it leaked. We contacted Solar Industries and told them what happened. They made arrangements for their warranty person to come out and look at what was happening. We made sure he was well protected in case of rain, and completed all the repairs to the interior of home. At the end of the day, Mr. [redacted] expressed gratitude for our taking care of this situation. We assured him we would be following up to find the absolute best resolution we could for him and this skylight. We were prepared to build a new structure to make that happen if it became necessary. We needed at this point to go through Solar Industries’ warranty protocol to see what options would be presented. Solar Industries’ warranty person came to Mr. [redacted]’ home on or about January 9 and determined the skylight design was indeed faulty. Solar Industries ultimately decided to contract with Industrial Skylights to have a custom designed, energy efficient, laminated glass unit made for Mr. [redacted] at their expense. This skylight would cost upwards of $4000 if ordered by Mr. [redacted]. Although the installation of this skylight is still pending, I am confident this will provide Mr. [redacted] with a final resolution to this matter. Not only is this skylight a better design, it will no doubt be a much more attractive skylight then he had originally purchased. This will certainly enhance his home. I have asked that Solar Industries provide him with the same product warranty. As they are doing the installation of this product, I have also asked that they extend the same installation warranty as we do (life of the roof). We have already completed all of the roof work, so there should be no issue here. However, because they will be the last one to touch the roof, it is only appropriate that the final warranty come from them. In summary, this situation was not created by our negligence or because we are not a reputable company. In all our years of business, we have never been reported to the Revdex.com and consistently receive 5 star ratings from our customers because of our commitment to excellent customer service. At no point did we not honor our warranty or neglect our responsibilities. This was a product defect, not an installation defect. It is unfortunate that Mr. [redacted] has painted a picture of us as a company that does not honor their commitments. To the contrary. We have made multiple trips to Mr. [redacted] home to make sure his home is protected and to repair everything that had been damaged due to water intrusion. We have worked with Solar Industries for years and have never had a warranty issue with their products. In this case, Solar Industries completely acknowledged the faulty design of their ridgeline skylight and then completely honored their warranty by providing, at their expense, a skylight far superior to the one he initially ordered. In all my years of experience, I have never seen a company go to this extent to make sure that their customer received a great resolution. Yes, there were delays and some mistakes. We dealt with holiday schedules, rain days, car accidents, injuries and faulty products. As Mr. [redacted] acknowledged, this has been the "perfect storm" as far as what can go wrong, will go wrong. This is a situation we have never dealt with in all our years of business. Although it has taken time to resolve, throughout the process we went out of our way to make sure Mr. [redacted] was provided with an excellent product, great warranties and a happy ending to this situation. I will update this information once I find out the end result of the installation. I was advised on 2/10/15 that Solar Industries is honoring both their lifetime warranty on the product and our life of the roof warranty on the installation. Both of these warranties have been put in writing for Mr. [redacted].
The customer's account of the circumstances
are mostly factual....
However, there was a tremendous amount of information that
she omitted. I will attempt to outline the omissions.
At the initial fitting, the customer asked
that the dress be hemmed shorter to show her shoes, but still allow her to
remove the shoes and not be too long. We typically hem a chiffon dress to just
barely skim the floor. Chiffon has a wavy ebb and flow to it, especially when
the skirt is very full. I have sent pictures from our manufacturers' catalog
that shows this effect. When hemmed at a higher length, the waviness is much
more noticeable than when it is at floor length. The customer's request was
honored because she is the customer.
At the second fitting, the seamstress walked
away from the customer because the customer refused to listen to anything the
seamstress said. The seamstress tried to explain the characteristics of chiffon
fabric, but the customer continued to interrupt and would have nothing to do
with the explanation. As she left the store, she "let loose" on two
other employees who were at the front desk and who had absolutely nothing to do
with anything prior.
When the customer returned so I could look
at the dress, I came to the conclusion that the dress hem could not be hemmed
to her satisfaction. I don't typically comment on my customers' figures, but
she has opened this can of worms, so I will let the worms crawl. The customer
has considerable "girth" through the hips, especially at the sides
and back. This was causing the skirt to draw up in those areas. In combination
with the chiffon fabric and the higher hem length, it was not a good look. I
had a replacement dress for her that was from our stock. It was the same color
and size and in excellent condition. The customer sand she had noted powder on
the dress when she originally tried it on so I told her I would clean it after
we had altered it.
The replacement dress was readied
immediately and when she returned to try it on, she began lamenting immediately
about me not being there at the first fitting. I don't know why this was so
important to her, but she kept bringing it up. When she first had mentioned it,
I just backed off and said I probably didn't remember correctly as I have a
poor memory. But I had checked our calendar since then and found that I indeed
was there at her first fitting. I was the only one that worked on the floor
that day and she wouldn't get to the seamstress except through me. When she
started in on me, I lost my temper and did indeed yell. Then she said the hem
was still not even, but in fact the hem was perfectly fine. She said she would
be sending a letter to the Revdex.com and I said that was fine
because I would be more than happy to rebut it. I told her to stay in the dress
as I got my camera so I could take a picture to send with my rebuttal. She
immediately removed the dress and had it off before I returned which was
approximately 45 seconds. She packed up her dress and left.
The customer was compensated all of her alteration costs for a
total of $100. There will be no additional compensation. My employees have been
instructed to call the police to remove her should she ever come into the store
again.