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L.A. Alterations

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L.A. Alterations Reviews (1)

Initial Business Response /* (1000, 5, 2015/07/23) */
Mr. T[redacted],
As requested we are responding to Mrs. M[redacted] B[redacted]' complaint about the dress alteration we did for her at LA Alterations, on July 16th, 2015.
Mrs. B[redacted] came to the shop to have a dress hemmed. I (D[redacted] S[redacted]) had...

her put on her dress in our dressing room and then come to a mirror so that Mrs. B[redacted] could determine and approve of the hem length. I noted that as she wore the dress, the original hem was very close to the floor. I then pinned the hem at ankle height as she requested. She didn't like that height and asked me to pin the hem lower. I lowered the hem to the top of her foot and pinned it again. When asked she said that she was happy with the hem at that height. While she was removing the dress in the dressing room, I started filling out the ticket for the alteration. I didn't know her name, so I called out, "Hon, what is your name?" She didn't respond, but when she came out of the dressing room, she immediately told me that she was my elder and that I should not call her Hon. She said I should refer to her as Mrs. B[redacted]. I completed and gave her the ticket, along with the day by which the alteration would be done. I said, "Thank you. Have a nice afternoon."
I started to work on her dress immediately after she left. I cut off the excess fab[redacted] (about three quarters of an inch wide), putting the excess fab[redacted] in our scrap bin, and hemmed the dress with a one inch, twice rolled hem. Once done, Mrs. B[redacted] was called to let her know that she could pick up her dress. She came back to the shop on June 19th to pick up the dress. When asked if she wanted to try on the dress, she replied that she was in a hurry and didn't have time, so she paid the $15 she owed and left with her dress.
The next day she called back and accused me of not doing the work requested. I replied that I did do the work and had the scraps to prove it. She asked for her money back, and I said that since the work was already done, we could not return her money. Again it should be noted that she approved of the height at which I had pinned the dress. She asked to speak to the owner (Licia Danford), but Licia was unavailable. She asked to speak to the manager, and I informed her that I was the manager. She said, "How do you have the scraps? Don't you take out the trash?" I told her that we have a scrap bin. She then said that I was rude and that I was "poor, white trash." I told her that she was not getting her money back and that she was not going to talk to me as she was doing. I then hung up the phone.
She called back the next day. E[redacted], a gentleman who also works at LA Alterations and was there when Mrs. B[redacted] dropped off the dress, answered the phone. She asked to speak to the owner, and E[redacted] told Licia that that woman was on the phone, and he then gave the phone to Licia. Licia told Mrs. B[redacted] she could come back and pick up the scrap of material but that she was not getting a refund. Mrs B[redacted] called Licia "poor white trash like your employees," so Licia hung up.
Mrs. B[redacted] and her husband came in the next day to pick up the scrap left over from the alteration. As Mrs. B[redacted] and her husband left, he said that I'd hardly hemmed the dress. To reiterate, before any work was done, the dress was very nearly floor length. Mrs. B[redacted] wanted the hem to be at ankle height, but when it was pinned there, she felt it was too high. I lowered the hem to the top of her foot. She approved of that height, and the hem was pinned at that height. The work was done promptly and accurately. About three quarters of an inch was cut off the dress, and then the hem was made with two one inch folds and stitched in place. I am not sure why she liked the dress hem height when it was pinned at the top her feet but not a few days later. There was certainly no cause for name calling, specifically calling me and Licia "poor white trash."
Sincerely,
D[redacted] S[redacted]
Licia Danford
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was there and I do not need to be told what was said and I have never heard that conversation and that's ok. I only requested that my dress be shortened to my ankles. A resolution is all that I'm seeking.
Final Business Response /* (4000, 10, 2015/08/02) */
As stated in our previous statement the dress was hemmed 2 3/4". As stated the dress was marked at her ankles--the height she initially said she wanted and the height she claims to want in her rebuttal to our statement--and she said it was too short. She said she wanted it lowered. The height was lowered and she approved the new height. We hemmed the dress at that new height. A simple examination of the left over piece and the new hem on the dress will make it obvious that the dress was hemmed.
Because of the names the customer called us and her behavior in our store, we will not re-hem the dress, and we well not refund her money.

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