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Images of Racine, Inc. Reviews (3)

I am going to respond point by point to the original complaint.  It is stated that everything was measured incorrectly.  Nothing was measured wrong.  The brides dress fit perfectly when she came in to try it on the first time.  For the type of dress that she chose we had to do a...

hollow to hem measurement.  That is where we measure from the hollow of the neck to the top of the dress, top of the dress down to the floor and then hollow of the neck to the floor.  When the bride is ready to order her dress she should have the shoes that she is going to wear on her wedding day at this appointment or know the heel height so we can put her in a shoe with the same height to do these measurements.  When we measured Jacqueline the bride she picked the Annette shoe to do her measurement.  This shoe has a 1" heel.  She stated that it was the same as the boots she was going to be wearing on her wedding day.  We documented this on her receipt ad well as her file.  After we did her hollow to hem measurements we then did her regular measurements which were bust, waist and hips.  After we do those measurements we show the bride the size chart and from there they pick the size that they want to order.  Jacqueline chose her size based off of the chart and her measurements.  She also signed off on the size she chose on the receipt as well.  I have attached a copy of her receipt to this as well as her file.  When her dress came in she came in and tried the dress on, with the Annette shoes that she was measured in, and the dress fit her perfectly and she was very happy.  She then took her dress home and showed it to her mom (which is Lori) and she was no longer happy.  They then brought the dress back and Jacqueline put the dress back on for me and her mom and it looked perfect.  At that point they both left happy and were going to go shoe shopping for new boots.  About 8 days later they came in with new shoes (still not the wedding boots)  with higher heels and the dress was going to be too short.  At that point I did stretch the lace for them to accommodate the heel height that she had with her, and she was satisfied. They took the dress with them. Then in January they came in and brought the dress and the wedding boots in and tried it on and said that their seamstress had said the dress could not be stretched.  The boots were higher than 2 inches.  We still reassured Jacqueline that we could stretch the lace when she brought the dress back for pressing the week of her wedding.  She wasn’t comfortable with that answer so we gave her another option of purchasing sheet lace from the manufacturer and then having the seamstress add another piece of lace to the front to make it longer.  She liked that idea.  We told her we would order the lace and it could take a couple of months to come in.  On 2/26 the bride called wanting to know where her lace was, I told her that it wasn’t expected to come in to until April.  At that point she said she had alterations coming up and needed the fabric right away or her dress was going to be ruined.  I again told her that our seamstress would still be able to help her out and get her dress done in time for the wedding.   She said that she didn’t want to wait that long to start her alterations.  I told her that our seamstress could get everything else done ahead of time and just add the piece when it came in.  She then told me to cancel the lace order that she no longer wanted it.  We normally do not do that but in this case we did and we also refunded her money to her just to make her happy.  When the dress left here it fit the bride perfectly.  The only issue they had ever brought up to us was the length and that was after they had changed the heel height twice on a custom made length dress.  We did offer the services of our store seamstress numerous times but the bride did not want to use her.  She chose to use one of her own.  As far as the bridesmaid dresses go, each of the ladies was measured and they all went over the size chart and picked their own size.  I attached their receipts as well.  When the ladies picked up their dresses they were given the opportunity to try on the dress and none of them said that anything was wrong.  One of the ladies commented on how she was glad she had changed her size to the bigger one because she didn’t lose the weight she thought she was going to lose.  She also knew she was going to have alterations for her shoulders because she is short waisted.   She was very pleased with her dress.  There is documentation on 4 of the ladies receipts explaining why they chose the size they did or to help explain why it may not fit when came in.  As far as we were aware, none of the ladies dresses had any problems that required anything other than normal alterations.   In regards to the Men’s wear issues, again none of them were measured incorrectly.  None of the replacement pieces that we had to get had anything to do with our measuring.   We had to replace a pair of boys pants for a boy that grew in over 5 months’ time.  I had asked the bride and groom both to please bring the younger boys back in about a month to 3 weeks prior to the wedding to get measured again in case they had grown in that time.   We did also have to get another pair of shoes for the other boy but that was because the dad didn’t know his son’s shoe size.  The outfit missing a button and the spot on the pants was a mistake on the formal wear company’s part.  We had no control over it.  The customer was not upset and the replacement was here within a day of it being noticed.  The men’s wear rentals arrived when they were supposed to on Monday (6 days before the wedding) and the bride and groom knew that that was how the process worked.  I am not sure why Lori (the mother) is complaining about this.   In regards to delivery times the wedding gown was estimated to be delivered November 6th and it arrived September 11th.  The bridesmaid dresses were estimated to ship November 30th and they arrived October 12th.  The veil was estimated to ship March 7th and arrived March 11th.   With a May 7th wedding date I think we accommodated delivery times with no problem.  The gown and bridesmaid dresses came early and the veil was on time.   We went above and beyond to try and come up with every solution possible to fix a problem that we did not create.  We ordered the dress as requested based off of a 1” heel shoe.  That is what Jacqueline said she would be wearing on her wedding day.  We have no control over the fact that she decided to increase her heel height.  This was a custom length gown.  She paid extra to have it made that way.  The simplest solution would have been to change her boots.  Get shorter heeled boots.  I suggested that too and she said that she had already paid for them.  I was speechless to that.  She had already paid for the gown too.  The gown came before the boots.  If we had had the boots here when she was ready to order then we would have measured it to the boot height but she didn’t have them and didn’t want to wait to order.  She was sure the height of the shoe we had was the right height.  I did what she wanted.  I believe if Jacqueline had had the right boots with when she ordered her dress there would be no complaint filed on anything else.

Review: Wedding Dress, Bridesmaid Dresses, Men's Wear all measured incorrectly.

Bride had to have dress completely taken apart and remade by someone she hired.

Delivery times not acceptable with wedding date.

Non compensation for THEIR mistakes and us having to pay more to fix issues.

Customer Service/Employees very unacceptable. Very rude and not willing to correct or even offer solution. Employees not truthful.

Owner not responsive or available for communication of issues. She was always on vacation when you called to speak with her.

Men's wear came in 4 days before wedding and only 1 fit correctly out of 7.

One vest came in with missing buttons and stains on the pants. Said new outfit would be in 2 days before the wedding.

Absolutely HORRIBLE experience and would not recommend anyone go there.Desired Settlement: I would like to see some type of compensation or major credit for all inconvenience, stress,

personal adjustments that had to be made because of their mistakes and unwillingness to correct any and all issues.

I would ultimately like to see them close their doors and out of business.

Business

Response:

I am going to respond point by point to the original complaint. It is stated that everything was measured incorrectly. Nothing was measured wrong. The brides dress fit perfectly when she came in to try it on the first time. For the type of dress that she chose we had to do a hollow to hem measurement. That is where we measure from the hollow of the neck to the top of the dress, top of the dress down to the floor and then hollow of the neck to the floor. When the bride is ready to order her dress she should have the shoes that she is going to wear on her wedding day at this appointment or know the heel height so we can put her in a shoe with the same height to do these measurements. When we measured Jacqueline the bride she picked the Annette shoe to do her measurement. This shoe has a 1" heel. She stated that it was the same as the boots she was going to be wearing on her wedding day. We documented this on her receipt ad well as her file. After we did her hollow to hem measurements we then did her regular measurements which were bust, waist and hips. After we do those measurements we show the bride the size chart and from there they pick the size that they want to order. Jacqueline chose her size based off of the chart and her measurements. She also signed off on the size she chose on the receipt as well. I have attached a copy of her receipt to this as well as her file. When her dress came in she came in and tried the dress on, with the Annette shoes that she was measured in, and the dress fit her perfectly and she was very happy. She then took her dress home and showed it to her mom (which is Lori) and she was no longer happy. They then brought the dress back and Jacqueline put the dress back on for me and her mom and it looked perfect. At that point they both left happy and were going to go shoe shopping for new boots. About 8 days later they came in with new shoes (still not the wedding boots) with higher heels and the dress was going to be too short. At that point I did stretch the lace for them to accommodate the heel height that she had with her, and she was satisfied. They took the dress with them. Then in January they came in and brought the dress and the wedding boots in and tried it on and said that their seamstress had said the dress could not be stretched. The boots were higher than 2 inches. We still reassured Jacqueline that we could stretch the lace when she brought the dress back for pressing the week of her wedding. She wasn’t comfortable with that answer so we gave her another option of purchasing sheet lace from the manufacturer and then having the seamstress add another piece of lace to the front to make it longer. She liked that idea. We told her we would order the lace and it could take a couple of months to come in. On 2/26 the bride called wanting to know where her lace was, I told her that it wasn’t expected to come in to until April. At that point she said she had alterations coming up and needed the fabric right away or her dress was going to be ruined. I again told her that our seamstress would still be able to help her out and get her dress done in time for the wedding. She said that she didn’t want to wait that long to start her alterations. I told her that our seamstress could get everything else done ahead of time and just add the piece when it came in. She then told me to cancel the lace order that she no longer wanted it. We normally do not do that but in this case we did and we also refunded her money to her just to make her happy. When the dress left here it fit the bride perfectly. The only issue they had ever brought up to us was the length and that was after they had changed the heel height twice on a custom made length dress. We did offer the services of our store seamstress numerous times but the bride did not want to use her. She chose to use one of her own. As far as the bridesmaid dresses go, each of the ladies was measured and they all went over the size chart and picked their own size. I attached their receipts as well. When the ladies picked up their dresses they were given the opportunity to try on the dress and none of them said that anything was wrong. One of the ladies commented on how she was glad she had changed her size to the bigger one because she didn’t lose the weight she thought she was going to lose. She also knew she was going to have alterations for her shoulders because she is short waisted. She was very pleased with her dress. There is documentation on 4 of the ladies receipts explaining why they chose the size they did or to help explain why it may not fit when came in. As far as we were aware, none of the ladies dresses had any problems that required anything other than normal alterations. In regards to the Men’s wear issues, again none of them were measured incorrectly. None of the replacement pieces that we had to get had anything to do with our measuring. We had to replace a pair of boys pants for a boy that grew in over 5 months’ time. I had asked the bride and groom both to please bring the younger boys back in about a month to 3 weeks prior to the wedding to get measured again in case they had grown in that time. We did also have to get another pair of shoes for the other boy but that was because the dad didn’t know his son’s shoe size. The outfit missing a button and the spot on the pants was a mistake on the formal wear company’s part. We had no control over it. The customer was not upset and the replacement was here within a day of it being noticed. The men’s wear rentals arrived when they were supposed to on Monday (6 days before the wedding) and the bride and groom knew that that was how the process worked. I am not sure why Lori (the mother) is complaining about this. In regards to delivery times the wedding gown was estimated to be delivered November 6th and it arrived September 11th. The bridesmaid dresses were estimated to ship November 30th and they arrived October 12th. The veil was estimated to ship March 7th and arrived March 11th. With a May 7th wedding date I think we accommodated delivery times with no problem. The gown and bridesmaid dresses came early and the veil was on time. We went above and beyond to try and come up with every solution possible to fix a problem that we did not create. We ordered the dress as requested based off of a 1” heel shoe. That is what Jacqueline said she would be wearing on her wedding day. We have no control over the fact that she decided to increase her heel height. This was a custom length gown. She paid extra to have it made that way. The simplest solution would have been to change her boots. Get shorter heeled boots. I suggested that too and she said that she had already paid for them. I was speechless to that. She had already paid for the gown too. The gown came before the boots. If we had had the boots here when she was ready to order then we would have measured it to the boot height but she didn’t have them and didn’t want to wait to order. She was sure the height of the shoe we had was the right height. I did what she wanted. I believe if Jacqueline had had the right boots with when she ordered her dress there would be no complaint filed on anything else.

I am a bridesmaid in a wedding next month. The bride selected the bridesmaids dresses months ago and they finally came in last week. When the maid of honor went in to pick up her dress she discovered that they had ordered the wrong dresses! The dress that came in was not even close to the one we wanted. The store admitted that it was their fault and they had not ordered the dresses correctly. Their solution to this HUGE problem was to order the dresses from the manufacturer again and next day ship them to the shop when they are ready. This gives us a couple days to get alterations before the wedding, if, we do indeed get the correct dresses this time. The shop's way of correcting their mistake is to make their seamstress available on a certain day and certain time to get us measured so she can have the dresses altered by the day of the wedding. This is in no way a solution. I live more than an hour away from Racine and another girl lives out of state. I do not want my dress altered by these people and I would like my dress in my possession prior to the day of the wedding! The bride informed the manager that she wanted some sort of compensation and was told that the owner needed to make that decision but was currently on vacation. She was told that she would get a call by the owner last Saturday, but if course, no call. When she called the shop today, the owner explained that she would not compensate anyone for anything because 1) she's losing money because of the incorrect dresses cause she can't return those 2) because they're having the right dresses ship overnight and they're losing money on that too and 3) because they arranged for the seamstress to be available when they were already booked through June. This is absolutely unacceptable. The cost of this screw up is no concern of ours and most of us do not want the services of their seamstress. If the owner is concerned with the cost, she should hire individuals capable of effectively ordering six dresses. I am outraged and furious. I would not recommend that anyone buy anything from these rude, inconsiderate people.

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Description: Bridal Shops

Address: 6222 Washington Av., Racine, Wisconsin, United States, 53406

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