Raquel W Ltd

Review: I have came to this store to make a custom order. I had explained what kind of dress I liked and they wud start to make it but I had to told to wait off and dont start it right away I had paid deposit half of what it cost on american express and she posted on her wall that they do not accept american express but she took it anyway 48 hours later I had told her to cancel the order and she had told me she had already started and she cannot cancel I told her why did she start when I told her not to start right away and I would tell her when to start she refused to give me any kind of money back I had fought with american express because she would not return the money and she had shown them her return policy receipt but my receipt doesnt have a check mark on custom order nor a picture description like its suppose to this buisness had told me they havent even cut the fabric so I assumed theydidnt start it yet but no returned calls no store credit only a big fat debt for me for something I dont have nor nothing was even shown done and they have false policys displayed on there wallsDesired Settlement: I would like a full refund because nothing claiming to be done was shown and no answer from the owner nor nobody on store credit or helping me. I would have paid check or cash but insisted on taking my american express when it clearly states they dont take it. I have pictures and emails to back it up saying nothing was cut yet and that only a muslin (under fabric ) was cut which is scrap. I offered to pay for that and to give me the rest back but they insisted on keeping all of it.

Business

Response:

Dear [redacted]:

Thank you for your letter dated [redacted] of July 2013 .

We sell and manufacture couture clothing. We pride ourselves in our high quality garments.

Customer [redacted] placed a custom order on October **, 2012 for a custom made dress for a wedding. This consisted of an expensive handmade garment made to measure and fit her specific measurements in a color of her choosing. These orders are manufactured and tailored by us and take some time to produce. At the end of each day the orders are put into production and a "muslin" is created out of a new pattern for the client, meeting her specifications. There is a lot of labor put into this.

Two days later we received an email, asking to cancel due to personal reason - the wedding being called off. These orders are put into production immediately to accommodate the fittings and allow us to deliver a custom finished product on time. Her requested completion date was December *, 2012. This required us to rush her order.

Furthermore, we had a supplier hold a roll of fabric for us for a short while as we got a swatch of it for her.

Then, two days later on October **, 2012 she specifically told us to go ahead with the order. See the attached e-mails. We resumed production. We were scheduling an appointment for her, when we surprisingly received an American Express dispute of the deposit she had paid. We were shocked, as she had clearly reinstated her order. We emailed her asking her to terminate the dispute so that we could proceed with the fittings. Her reply was that she had no need for the custom dress anymore.

The Customer was aware that "custom orders" cannot be canceled and deposits are not refundable. This is clearly stated on the receipt and as our store policy which is clearly posted on the wall of the boutique, by register.

We do have a note on the wall stating we do not accept American Express as it is not our preferred card. However we make exceptions, sometimes, when the customer has no other method of payment available.

Our Store Policy is clear. Once a custom order is received, it cannot be cancelled. If it is, the deposit that was given is non refundable. The reason is that the order is turned over to our production office (which is done at the end of same business day).

We did, however, make an exception for [redacted] and offered her the $1300 (deposit) as a store credit, which she can use at any time within the next 12 months towards any non sale item/s.

Attached are all email communications with the customer relevant to this matter. Thank you for your concern and please let us know if we can be of any further

assistance.

Sincerely, [redacted]

Business

Response:

Dear [redacted]:

I wish to re-iterate the contents of my last letter to you dated [redacted] July 2013 which is an accurate recollection of what actually happened.

This was a custom order with a short lead time. The order was placed then cancelled and then reinstated. We sympathize with the customer and therefore we have extended the following courtesy.

As we stated clearly in our last letter, we are, as an exception to our policy, offering a store credit in the full amount of $1300.00.

The credit Note was not issued yet.

If this is acceptable, we will mail a Credit Note to our customer. It will be valid for one year from the date of issuance.

The Customer will have to bring this original credit with her when she comes to the store. We regret that this has happened and hope that this will resolve the matter.

Sincerely,

[redacted] General manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Let them mail me credit please

Sincerely,