ReTULLEd

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My mother & I checked out Retulled one afternoonI had not gone anywhere yet at this point to look for a wedding dressI found one there that I liked but I wanted to check out a few other placesA few days later, my mother, mother-in-law, and I went back to RetulledI had only been to other place before going back to RetulledI was not distraught at allI was excited actuallyPer my bank, I purchased my dress on 3/14/at 2:21pmAmie did not have to stay after hoursWhen I tried the dress on, T*** was already there telling me what he could do to make the dress workAmie did not need to call him. She did not inform me that we did or did not have to use T*** to do my alterationsMy mother was not familiar with Retulled or their service recordShe had visited the store once during last years Halloween street festival. Retulled had a yellow post-a-note on the bag that was holding my dress with my name & phone number on itI was told to put my wedding date & reception date on that yellow post-a-noteI remembered this because I was confused on why T*** wanted my reception dateSo I am puzzled on why Amie is stating that no wedding date was setMy mother & I heard Amie say that my dress would be cleanedShe did not mention anything about me having to contact her after my dress was alteredWhen I showed up at Retulled after my wedding, I was trying my hardest not to cryI told her that I was very upset about my dressI received a dirty, wrinkled, unfinished wedding dressAnd, it was not given to me until 3:in the morningI was leaving for Gatlinburg the next morningShe did not look at the pics that I providedShe pushed them back over to me & said that there was nothing she can doI did not demand a refund as she statedI requested she refund me for the cleaning & T*** refund me for the alterationsWhen she acted like she did not care, I got upset with herMy mother had spoken to T*** over the phone several times after I requested my refundHe told my mother that he would drop off $to her for meHe never didI was really happy with Retulled at the beginningT*** was awesomeBut, that all changedNeither Amie nor T*** wanted to take responsibilityHe started on my dress July 20thThere is no reason why I received a dirty, wrinkled, unfinished wedding dress until 3:30AM, September 8thMy mother & I reminded T*** several times that we were leaving at 8am on Friday, September 9th for GatlinburgIf he was too busy to do my alterations, he should have told meI did nothing wrongI was not asking for troubleI just wanted them to do what’s rightRegardless, my wedding day was ruined and they have caused me severe anxiety
Regards,
*** ***

After being in business for five years, I understand that I cannot please every customer…but I try.              On March 12th, I stayed late for a bride-to-be and her mother, who were very distraught when they could not find a dress to...

fit in size or budget.  I worked hard to help this customer who had been upset by other stores and wanted to show her that what she was looking for was attainable.  Her mother was familiar with my store and our service record and was very grateful that I was willing to stay late to help them.  No date was set for the wedding as of this date.             We found a size 24 gown that was a close fit for three hundred dollars.  It would need alterations to add a lace up back or to expand the back panel to fit.  They asked if I handled alterations at my store and I told them I do not but that I do recommend several people and shops for that work. They were not interested in going to yet another shop so I offered to call a friend of mine who is a tailor and dressmaker to see if he could give a quote on the work.  He came over after hours and told her he could add straps and fix the back for one hundred dollars which is much less than others would charge for the alterations needed.  I did explain that Mr. T[redacted] does not work for me but would have to be paid separately as I do not handle alterations in house.  He took the dress with him that night. They would meet with him once a date for the wedding was decided and then paid him for the alterations. From this point on they would only deal with Mr. T[redacted]. I never tell anyone that they have to use T[redacted] and never sell alteration work through the store.  I can only refer customers to people who can do the work. I do tell customers that I can clean and steam a dress if necessary.  They need only to contact me to schedule a time to bring the dress in after alterations and I will have it ready when they need it.  According to our many positive reviews, we come through for customers with more than expected and I am proud of our reputation for service.  At no point did I receive a call from the customer that she was ready to have it cleaned.  I never received a call at all.              What I did receive was a visit after the wedding trip from the not so grateful bride-to-be and her mother where she produced pictures and receipts.  She now demanded that I pay her $245.00 for alterations and cleaning fees for her dress.  I am truly sorry that she feels that I did “nothing to help her.”  I believe I did.  Hundreds of customers know that I do everything I can to help any customer.  I know that it cost T[redacted] more than $100 dollars to cover the cost of materials to help her.  I know that if she had called or just brought me the dress to clean, I would have cleaned and steamed the dress as I said.  I know that the time of day didn’t matter when I had a customer who was distraught and needed someone to take extra time and care to help them.  That is the beauty of being a small business owner.  I can do whatever I deem necessary to help my customer…as long as I know of the need.   I cannot be held responsible for an arrangement made with someone else nor can I pay for her cleaning since they never brought the dress back to have it cleaned.  It would make it impossible for me to continue to serve others who may also need extra time and care. With all due respect, I thank you for making me aware of the complaint and allowing this small business owner to bring a few more details to light.