Express Alterations by Ace Custom Tailors

Complaint: [redacted] I am rejecting this response because: Visit #(initial drop off) The coat was purchased new from London Fog just a few days prior to taking it to the tailor and was never worn (I can provide records for proof) The coat was in perfect condition when I first took it to the tailor and only needed the sleeves shortened slightly I paid for the tailoring service in advance (approximately $63)Visit #(1st attempted pickup) The damage to the lining and two (2) stains on the coat were pointed out to the Manager on duty at the time The coat was inspected with the manager on duty shown all of the issues to be resolved with a confirmation also given that no other damage was present.Visit #3: (final pick up & removal of coat from tailor) The stains were still on the coat with additional damage to the lining upon picking up the coat for a second time The 4" tear in the seam was an addition tear that was not present when inspected with the manager during visit # No manager was on duty during business hours to grant any type of refund nor was any manager available to call at the time The employee on duty refused to provide any type of refund claiming she has no authority I took the coat to get it properly cleaned and left the lining at the tailor.I then dropped the coat off at Jack Brown Cleaners the same day who indicated the stains appeared to be some type of machine oil.The cleaners removed the stains for the most part at a cost of approximately $to me (much improved at least from what condition the coat was in previously) The general attitude throughout this entire process was that the tailor did not accept blame for anything They felt they were totally innocent of any damage to the coat (i.ethe stains on the coat and the lining damage were already there when the coat was first brought in...) I did not hear anyone at Ace Custom Tailors once admit that the coat stains or lining damage was their fault.Lessons learned: Never pay for tailoring service up front Inspect garment thoroughly with tailor to verify condition before dropping off.Things the tailor could do to help rectify this particular issue includes: Refund all or part of the $paid for tailoring to offset my added cleaning costs and issues I have had with the damaged lining, (this can be done by crediting my credit card) Return damaged lining to me (if not thrown away by now) I have since found out that replacement liners cannot be purchased from London Fog, (I have e-mail proof of this).Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Will plan to call the Ace Custom Tailors Customer Service Manager ( [redacted] ) regarding any type of refund and will also plan on picking up my coat liner in a few days.Hopefully this tailor also has a few lessons learned from this experience: Have a manager present at all times who has some level of authority to handle customer issues If a manager is not present to at least have one on-call by phone, (no answering machine) Post signs in their shops to stress doing an inspection of any garment with the customer before being dropped off for any work Have a camera in their lobby areas to record all activities.I thank the Revdex.com for managing this complaint for me Regards, [redacted]

I contacted you explaining that I was not trying to argue, but to fix the issue.We fixed the snags, fixed the open seam in the lining, and took the coat to the cleaner all at our expense because regardless of who damaged the coat, we are responsible for any damage the coat takes if we do not point it out to the client at the time of drop off We were absolutely responsible for all of this, but when I called to try and admit fault and rectify the situation, you would not allow me to You shut me down immediately This was very unsettling because I made it very clear that I was only calling to try and fix our mistake The $is not the problem Please contact me and I can refund the money to your card We also still have the liner You are welcome to grab it at your convenience I explained why we do not give our employees the authority to refund money Please understand that I wanted to handle this situation personally We guarantee our work 100% but a combative demeanor and rejection of my offers to help make it incredibly difficult to remedy our error.Had I been in your situation, I would have been LIVID However, when someone comes out swinging, human nature is to put your dukes up I was not present for any of your interactions with my employees, but from what I understand, your voice was raised and you were not politeAgain, I understand it was a huge hassle making an extra trip, and it is a nice, expensive coat, so anger was totally warranted I'll gladly admit fault for the stains, the snags, the open seam, and for not having everything done when we said it would be But going forward, in a service environment, I would suggest a different approach Intimidation and an abrasive attitude immediately make the person on the other side of the counter much less keen on helping you out If you are matter of fact and polite about it, they will generally do whatever they can to help.I am sorry that it has come to responding to complaints via the Revdex.com website Low and behold, we are coming to the same resolution that we would have had you allowed me to help you when I called you I will refund your money and return your shell, but being so upset rather than allowing me to handle the situation has caused far more inconvenience than was necessary

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Will plan to call the Ace Custom Tailors Customer Service Manager ([redacted]) regarding any type of refund and will also plan on picking up my coat liner in a few days.Hopefully this tailor also has a few lessons learned from this experience:1.  Have a manager present at all times who has some level of authority to handle customer issues.2.  If a manager is not present to at least have one on-call by phone, (no answering machine).3.  Post signs in their shops to stress doing an inspection of any garment with the customer before being dropped off for any work.4.  Have a camera in their lobby areas to record all activities.I thank the Revdex.com for managing this complaint for me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Visit #1 (initial drop off)1.  The coat was purchased new from London Fog just a few days prior to taking it to the tailor and was never worn.  (I can provide records for proof)2.  The coat was in perfect condition when I first took it to the tailor and only needed the sleeves shortened slightly.3.  I paid for the tailoring service in advance (approximately $63)Visit #2 (1st attempted pickup)1.  The damage to the lining and two (2) stains on the coat were pointed out to the Manager on duty at the time.2.  The coat was inspected with the manager on duty shown all of the issues to be resolved with a confirmation also given that no other damage was present.Visit #3: (final pick up & removal of coat from tailor)1.  The stains were still on the coat with additional damage to the lining upon picking up the coat for a second time. 2.  The 4" tear in the seam was an addition tear that was not present when inspected with the manager during visit #2.3.  No manager was on duty during business hours to grant any type of refund nor was any manager available to call at the time.4.  The employee on duty refused to provide any type of refund claiming she has no authority.5.  I took the coat to get it properly cleaned and left the lining at the tailor.I then dropped the coat off at Jack Brown Cleaners the same day who indicated the stains appeared to be some type of machine oil.The cleaners removed the stains for the most part at a cost of approximately $18 to me.  (much improved at least from what condition the coat was in previously)  The general attitude throughout this entire process was that the tailor did not accept blame for anything.  They felt they were totally innocent of any damage to the coat.  (i.e. the stains on the coat and the lining damage were already there when the coat was first brought in...)  I did not hear anyone at Ace Custom Tailors once admit that the coat stains or lining damage was their fault.Lessons learned:1.  Never pay for tailoring service up front.2.  Inspect garment thoroughly with tailor to verify condition before dropping off.Things the tailor could do to help rectify this particular issue includes:1.  Refund all or part of the $63 paid for tailoring to offset my added cleaning costs and issues I have had with the damaged lining, (this can be done by crediting my credit card).2.  Return damaged lining to me (if not thrown away by now).  I have since found out that replacement liners cannot be purchased from London Fog, (I have e-mail proof of this).Regards,
[redacted]

The open seam in the jacket liner was already there.  We train our employees to quickly inspect a garment before we take it in, but this was overlooked as it was on the inside of the sleeve on the liner, and we were working on the jacket.The liner sat in a garment bag in the same spot for the...

duration of the process. We were happy to fix the open seam and the snags in the lining at no cost, but our manager unfortunately forgot to have the open seam sewn shut.  According to the tailor who fixed the open seam, Mr. [redacted] barged in to the back of our shop yelling about how the open seam had not been fixed.  To show that it had not been fixed, he walked at my tailor pulling on the open seam.  This is how the tear went from 1 to 4 inches.  I personally saw the seam at 1 inch, and watched the bag sit in the same spot in a garment bag for a week.We had our Master Tailor fix the open seam immediately.  Mr. [redacted] stood in our waiting area, warning other customers against using our service.We took the jacket to the cleaners, but I was only aware of one spot.  We would have been happy to take the jacket back to the cleaners at our expense, but Mr. [redacted] did not want us to do that.He raised his voice at three of my employees.  He called me at approximately 6:45pm on a Saturday night.  He got my voicemail because I was in a movie.  We do not give our employees the authority to do refunds, because we as management want to handle any escalated customer issues such as this one.  However, we also have lives.When I spoke to him, he gave me no opportunity to fix the problem.  The first thing I did in our conversation was clearly state that I was not calling to argue with him, I was calling to take care of him.  My employees and manager may not have been able to remedy the situation, but he was now talking to the person with the authority to refund his money and take care of any other issues he might have.  Even though I approached him on his side, he was still rude and combative.  We dry cleaned his coat ($18) and fixed the liner ($20 to fix snags; $20 to fix the open seam) and had some very upset employees the day following his tantrum.I completely understand his frustration.  I understand he made multiple trips in, but I was on the phone prepared to purchase him a new lining and reimburse him for his dry cleaning cost, and he wouldn't even give me the opportunity to make it right.The pulls in his jacket liner (delicate silk) were natural, and will happen with any liner over time.  I can neither admit or deny fault in this situation because I was not present at the time Mr. [redacted] brought the jacket in, but trying the jacket on one time and sitting down with it on could cause pulls as tiny as the ones Mr. [redacted] had an issue with.  I would be happy to have a further discussion with Mr. [redacted] regarding his jacket if he were willing to level with me, not be combative, not be rude, but rather let me do my job and take care of him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I received an email on 9/7 from the business and I responded immediately on 9/7.  I included photos in the email.  I just received a response today (9/19)  from the business and he apologized for his delay in getting back with me.  He has been very professional and understanding so far, and said that he will be issuing a refund for the cost of the dress.  He did not mention when that will take place.  I will let you know as soon as I see that credit appear on my credit card.   He also offered to look at the dress to see if anything can be done, but as I mentioned in previous correspondence, the dress hem was cut off completely and there is no hem left to let out to make the dress longer.  Even his employees told me that after the dress was altered and later repaired there.  The dress is a cream lace fabric, and is very unusual.  I have spoken to professional seamstresses who all say that unfortunately this dress is not the type of dress where a lace hem or additional fabric can be added due to its originality.  It would not match or look cohesive, unfortunately.  Again, the owner of the business has been kind and helpful, so I am very appreciative of him and wish it had not taken so long to get to him.  It has been a long haul!  I will let you know once everything is resolved.