Cindy's Bridal/Cindy's Tailor

Dear *** ***:We are responding to the complaint of the above stated consumer, *** ***.*** *** *** was referred to us by another local, long-time loyal customer of our business*** *** sought out our services because she had a wedding gown that she had ordered online that turned
out to be much bigger than her current size and needed alterations to make it a perfect fit.On March 16, 2017, *** *** arrived at our location and stated she was highly recommended by someone she knew and would like to hire us to alter her dressAfter explaining what she wanted to do to the dress, Cindy then asked *** *** to try the dress on so that she could properly pin and assess what needed and could be done to the dress to ensure the outcome that *** *** wantedThis appointment is the Drop Off fitting and the first true fitting is the 2nd appointment.Together, they both agreed on what was necessary to achieve the desired outcome of the ft and look of the dressThe full fee to Complete the designated alterations for the dress was $However, Cindy only required a deposit of $to accept *** ***'s dress into her shop.Included we have a copy of the actual written receipt that *** *** filled out her own information and with the itemized work to be done on the dress filled out by CindyWith every client, Cindy makes it a priority to explain to every client in detail, what work reeds to be done to achieve the outcome and will also explain when certain requests cannot be fulfilled because of design flaws that prevent Cindy from proceeding or refusing to do any such workEspecially with the delicate fabrics used in bridal and formal attire, to ensure the integrity of every design, Cindy must require multiple fittings to ensure that the garment will ultimately be altered to achieve the desired outcomeIt is because of her attention to detail in doing it this way, that the client often pays in increments and not always all at once.*** *** was explained what Cindy would be doing to alter the dress and was scheduled to return for her fitting post alterations to her 2nd appointment on April 20, *** *** chose to bring along a friend on that dayCindy got the dress for *** *** to try on and from Cindy's perception, she states that *** *** was very happy and overjoyed with the outcome of her dress so far: She told Cindy repeatedly that it was beautiful and exactly like the picture that she had shown to Cindy before and was thrilled that Cindy was able to alter it to fitCindy wasn't sure why *** *** chose to bring her friend along at this appointment; maybe it was for a 2nd opinionCindy was a bit put off by this friend as the friend seened to have her own opinions on what needed to be done to the dress to make it look suitableBased on the itemized receipt that was agreed upon by both Cindy and *** ***, all the work that was required to be done had been completedIn this fitting, both Cindy and *** *** did agree that the shoulders were slightly looser than desired; *** ***'s friend suggested that the shoulder be pulled up and tightening up the armpit area would make the dress fit betterCindy didn't agree; being the expert, she refused because it would be too tight and make it uncomfortable for *** *** to wear and would slightly throw off the for in of the dressThe dress shop was very busy that day and *** *** and her friend just told Cindy to do that alteration and that she would be back for her finalfitting on May 10, This alteration would nortnally be an additional service as it was not outlined in the initial or subsequent breakdown on the receiptHowever, since the exchange between Cindy and *** *** has been pleasant and very friendly up to this point and because Cindy knew she would do what was right to do for the dress, not necessarily what *** ***'s friend suggested, she was not going to charge *** *** the $to do that alteration.Never once did *** *** ever say directly to Cindy that she agreed with the opinions of her friend especially when she had just finished saying that she loved her dress*** *** never once said directly to Cindy that she was dissatisfied with the progress of her dress or of how it fittedCindy said that *** *** was a very nice and sweet client and had never sensed any disappointment or dissatisfaction from the client, *** *** never complained and they had a pleasant encounterSince *** *** said she was so delighted with what Cindy had done so far, she then paid the remaining balance of $and said she would return on May 10, to pick up the dress.At this point the dress is PAID IN FULL if *** *** was unhappy or not satisfied with any part of the service or alterations already rendered, Cindy wouldn't have known because she left happy and chose to pay the balance before returning the following month to pick up the dressIt would be odd to be paying for something that you're not happy with and to say that her encounter was of such a magnitude that in compelled her to file a complaint yet by the end of this interaction, *** *** will have encountered Cindy times in person-total.Cindy did exactly everything that was outlined on the itemized receiptThe additional alteration to the shoulders that was requested at the 2nd appointment, Cindy did as a courtesy since she did agree it needed to be taken up slightly and didn't charge the full price for itHowever, *** *** stating that Cindy refused to do more alterations were since those alterations would not produce the result that she (*** ***) would anticipateCindy has been an expert in alterations for over years and although she can't please every client, her client list is long and loyalIn addition, those alterations requested by *** *** would be an additional charge of which Cindy did NOT charge her for when she did the slight alteration to the shoulderIf *** *** felt that Cindy didn't do what was necessary and required to complete her dress, why would she pay the 2nd deposit balance in full? If there , ', had been any hesitation on the satisfaction of the dress At the final fitting, May 10, 2017, *** *** arrived to pick up her dressShe came into the shop alone while her fiancé waited in the car, She tried on the dress and was very satisfied and happy with the outcome of her dressShe never once showed a sign of dissatisfaction or that she wasn't happy with the dressCindy requires every client to try or at the final fitting to ensure everything is satisfactory and to the client's expectationsCindy said that *** *** told her that she did an excellent job and that it was perfect and beautiful and it made Cindy wary happy to see that she had delivered a gorgeously fit dress to her bride.Then on May 12th, *** *** called and asked if Cindy could steam her gown to which Cindy said that because the dress was made of lace, it is very delicate and what she did in her shop wouldn't really change the "smoothness" of the dress and that she recommended *** *** to a dry cleaners as they have heavy duty steamers that may be able to do a better job steaming her dress and also made sure to tell her to be careful and to remind the dry cleaners to watch how they steamed it as it could "yellow" the dress and ruin the integrity of the lace*** *** thanked Cindy over the phone and hung up.Then on May 15, *** *** called and left a message on the answering machineShe called from *** at 1:33pmShe explained that her mother and sister told her that they felt the back was too big/loose, too tight in the leg/knee area and please keep in mind that this dress is a form fitting mermaid style dress that is fitted in the waist and around the curves of the hips and slenders and tapers to the knees before flaring out at the bottom.Cindy hears the voicemail and calls *** *** back later the same day to return her call*** *** answers and Cindy begins to explain that making the dress any tighter would not be advisable and removing the zipper to make it tighter will ruin the integrity of the fabric and that any experience tailor wouldn't do itCindy advises to *** *** that if her mother and sister feel that they need clarification on how to properly alter a dress since they feel that it isn't a proper fit, that *** *** should return to her shop with both her mother and sister and to bring along the dress, *** *** agrees and on May 16, she calls Cindy to schedule another appointmentShe asked if she could come the same day at 4:30pmCindy agreesSo, then *** ***, her mother and her sister come along for the appointment.*** *** puts on her dressAlthough *** *** had previously stated that the back was too loose, she was now saying it was too tight and she couldn't sit downShe said the knees were too tight but per the original receipt, you will see that Cindy was never commissioned to alter the knees as it's not itemized on the receiptCindy had only done alterations from the neck and shoulders down to the hips and nothing below other than adding the hooks to bustle the dressCindy tries to explain how the designer pieces the dress togetherCindy strongly recommends that making any other alterations to the dress could hurt the integrity of the lace and the look of the dress yet she also says that if *** *** really wants to do the Work and wants to pay the additional atteration costs, that she will do the work but she can only do her best and honestly doesn't put 100% confidence in the outcomeCindy further says that if *** *** agrees to the additional costs even knowing that the outcome may not be 100%, Cindy said she would contact law enforcement to come to witness the agreement so that at a later date, *** *** wouldn't be able to complain later that the job didn't turn out well because Cindy is already telling her she doesn't believe the dress will look good because of the additional alterationsAfter this conversation, *** *** says ok and said she was just askingBy this time, *** ***'s friend who had accompanied her at the 2nd appointment, arrivesHer friend states that the dress doesn't look like what she suggested which to remind you, was outside the scope of what was itemized on the original receipt and is considered an additional charge to which *** *** has never paid for that, so Cindy isn't required to do it unless it has been itemized and outlined on the receipt, Cindy explains that what *** ***'s friend suggested at the 2nd appointment was a bigger job and was not part of the original alteration that was agreed upon with *** *** and herself at the first drop off appointment and if it was something that they wanted done, they would have to pay $*** ***'s friend than aggressively says to Cindy, that *** *** has already paid $and that cost should cover the shoulder alteration to which Cindy continues to go over the receipt repeatedly that shows them that *** *** and herself have never outlined doing the shoulder in the itemized list of alterations; it was never added on in the 2nd visit because the alteration to the shoulder that Cindy did do was very slight not to the extent that was suggested by *** ***'s friend at that visit.It was at this appointment that things went sourThe friend openly insulted Cindy causing Cindy to rebuttal also in a negative toneCindy had never had a negative exchange with *** *** but only experienced negativity at this final appointment, *** ***'s friend said that they chose the wrong tailor to alter the dress and Cindy replied that she lowed *** *** as her client but didn't care for her friend at all and felt like the friend was being a bullyBefore *** ***'s friend even arrived, *** *** continued to tell Cindy she did a great job and just wondered if it could be even "tighter" yet when you see her in the dress, it fit like a gloveShe had already complained at this visit that she wasn't able to sit down yet she wanted it tighter? How Could you make it any tighter if you already can't sit down in it? Because of the beading and lace combination together, it is rare to have excess fabric because it will show so any tailor that takes on altering this style must be very detailed and light handed to ensure the fabric and cut is exact.$is truly a nominal fee for services when you understand and see the extensive alterations that were made to a bridal dress, if anyone knows anything about the bridal industry, is that it's often inflated and overpriced but Cindy truly liked *** *** as her client and stands by that the dress looked gorgeous on her client and the client, *** *** herself said it numerous times that she loved her dress and was very happyWe feel that the statement of outside opinions from her sister, mother and friend made her doubt her satisfaction of the very same dress that she loved and told Cindy she was very happyIn any other tailor's fees, the alterations would've easily been $or moreCindy has been known to turn down clients because they have had impossible requests and because she knew she couldn't deliver a service that she would be proud of years in the industry, it's about reputation and ensuring that the client looks good while representing our workToo many cooks in the kitchen will leave any person feeling disappointed.Truly we are so sorry for such a long and lengthy letter but we feel that it's an injustice to have an attack on the integrity and character of our businessWe are disappointed that *** *** felt this way she never personally or directly said she was unhappy with Cindy's workShe paid for her dress, thanked Cindy profusely and took her dress homeCindy doesn't understand why would she do that if she was unhappy? Even the mother and sister didn't complain; they only asked for clarity in alterations as to why or why certain alterations couldn't be doneBy this time, *** *** has been in Cindy's shop a total of times, Based on the customer's complaint, she seems to allude she came only twice which is true of the friend, she came twice but *** *** came a total of times and if they had only encounters, meaning the first and final appointment, if it was so unprofessional and unbearable why would she pay for services in advanced? We think it would be good for you to ask whomever filed the complaint to give you a full detailed of visits to our shop to see if it matches up with what we've said hereWe have reason to believe that the complaint may not have been made by *** *** at all.Thank you for your time and consideration in this latterWe hope you will do what's right and realize that we are a mom and pop operations that couldn't have the business we've had without the loyalty of our clients as well as if we didn't deliver the exceptional service we so strive to do or a daily basis.Respectfully on behalf of Cindy's Bridal,Elise D