Off White of Dublin

HelloI am so sorry for the delayMy response was prepared last week, but for a few dates I needed to confirmIt wasmy intention to fact check my dates and send the response to you on MondayHowever, during an equipment upgrade AT&T workers went on strike and left us without telephone
service for two and a half daysI was consumed with restoring our service, and assuring our brides that all was good, we were open for business, and they had nothing to worry about.Again, my apologies for the delayBelow is my response to Ms.*** complaintID ***I am the owner of Off White of DublinIt is our goal to please each and every one of our customersBut, we realizethat is not always possibleOff White prides itself on its customer service, and if a mistake is made by Off White thatmaterially impacts a customer in a negative way (i.e., a wrong size was ordered), Off White will do everything it can toassist with making the situation rightThis is not one of those situations.First and foremost, I am truly bothered by the fact that Ms.*** intimated that she spoke with meI have never spoken with Ms.*** .*** purchased bridesmaids dresses through Off White on February 13, Ms.*** asked for and was given a 10% discount off of each of the dressesShe paid a rush fee to have the designer expedite the production of the dresses, which they didMs.*** was also extended the courtesy of a discount off of the rush fee, which is usually never approvedThe receipt was emailed to her that same dayThe receipt states "I understand that Off White does not represent or guarantee a specific shipping or arrival date for my merchandiseOrders are placed to allow time for alterations prior to my event date.This does NOT apply to rush orders, in which case my merchandise may arrive much closer to my wedding dateOff White is not responsible for delays beyond its control."Ms.*** claims that a former employee of Off White promised her that her dresses would arrive by April However, as a matter of policy Off White NEVER guarantees or promises the arrival date of an item into the boutiqueThe former employee had been employed with Off White for over two years, and was very aware of this policyMs.*** claims that she has emails from this former employee wherein the arrival date was to be on or around April If thisis accurate, it was merely human error, as I am sure the employee must have meant the dresses were to ship on or around April 27th from the designerAll shipping dates are estimated, and again, as a matter of policy we tell every customer that the ship dates are estimationsAnd, despite the existence of a potential email to the contrary, I observed the former employee adamantly explain to customers that ship dates are estimates each and every time orders were placed.Due to anunexpected closure by the manufacturer for an inventory assessment, a situation beyond Off White's control, Ms.***'s dresses shipped the first week of MayAn employee contacted Ms.*** to let her know the dresses had shipped that first week of MayAll shipments from our designers are sent Ground which will have the items in transit anywhere from to business daysAnd, to be clear, Ms.*** did not pay for Rush ShippingShe paid for Rush ProductionRush shipping from a designer is not an option that Off White is able to offer its customers because it is not an option from the designers.The dresses in question were in transit under business days, and arrived into the boutique on May 15, Ms.*** was called immediately upon the arrival and inspection of the dressesShe came to Off White, inspected the dresses and took possession all of them.On Wednesday, May 30, one of Miss *** bridesmaids called Off White pretending to be Miss ***‘s “legalrepresentation.” She threatened to sue Off White and demanded a full refund of the purchase price of the dress, as wellas the rush feeI personally contacted Ms***’s bridesmaid and challenged her claim that she was Ms***’s legal representativeShe admitted that she was not a lawyer, but stated she had a friend who was a lawyer who would sue Off White if Miss*** did not receive a full refund for the dresses, as well as the rush feeMs*** bridesmaid then claimed that not only were the dresses not received on April 27th which was the delivery date Off White was contractually bound to honor, she also claimed the dresses were damaged.I tried to explain to Miss ***’s bridesmaid that April was an estimated shipping date and that we can neverguarantee when a shipment will leave the hands of our designersI apologized for the apparentmiscommunication Ms***’s bridesmaid kept insisting that Ms.*** paid for rush shippingI attempted to explain that Miss*** paid for rush production, not rush shipping, and the dresses were rush producedI also addressed the fact that all ofthe dresses were inspected by my sales consultant, as well as my general manager before being inspected by Ms.*** , herself, and there was no damage to the dressesHer statement to me: “well, they were!” Ms***’s bridesmaid,with full intention to keep her dress, continued to demand a full refund of the cost of the dresses, as well as the rushfee.I was shocked that Miss*** , through her bridesmaid, was demanding a full refund for the cost of the dresses, the rush production fee, all the while intending to keep the dressesShe had already asked for and received a discount off of the dresses and the rush feeNow, she was looking to get her bridesmaids dresses for free.To be honest, had Ms.*** not paid for rush production the dresses would not have shipped until May 25th at the very earliest, due to the unexpected week closure by the designerThe dresses could most likely still be in transit as I write this today.I feel badly that my former employee appears to have made a mistake in an email regarding the estimated shipping versus arrival dateHowever, Ms.*** received the full value for what she paid forThe dresses arrived early because they were produced more quickly, and the bridesmaids had plenty of time to have their dresses altered before Miss *** weddingHad Ms.*** not paid extra to have the dress production rushed, it’s very possible she would not yet have her bridesmaid dresses.Thank you for the opportunity to respondPlease feel free to contact me with any questions.Warm regards,HeatherHeatherD*** * OwnerWhite of Dublin l Off White** ** *** *** ** ***