On October 7th, Ms. [redacted] came in and purchased her dress. Sample gown had to be cleaned and repaired so she left the dress here. The next morning we received phone calls and emails regarding the fact that she wanted her money back. Initially, when I spoke to Ms. [redacted] on the phone she stated that...
she made a mistake, the dress is not her style. She stated that she purchased the gown because she was overwhelmed and wanted to please her mother-in-law and mother. We sympathized with her and gave her the option to come in to exchanged the dress and we will waive the restocking fee. Ms. [redacted] stated that she wanted to know all her options because she did not believe she will find the dress. I explain to her that we are having new arrivals coming because we recently went to market so we will give her 3 months to decide on another dress. Normally we only give a week to change your mind on layaway purchases only. We made an appointment for her to come in and try the dress on again. She came to the store, tried the dress on, and became emotional. We offered to let her have more time to think about her decision. We informed her that when she was ready to try on again, we can have her consultant come to her at home or where ever she felt comfortable. She stated that she did not want to do business with us and wanted her money back. She stated that 50% restocking fee was unacceptable and she only wanted to pay 25%. I advised her I will speak to the owner and give her the owner's decision. The owner took in consideration that Ms. [redacted] was not willing to compromise and she refused all of our offers to assist her with the issues. It was decided that because we could not come to solution that pleases Ms. [redacted] we will stick to our policy that she signed in the store. To avoid another scene with Ms. [redacted] we found it would be best to ship her merchandise. Attached you will find the copy of her contract for the dress and the online returns policy that states that the policy in the store is the same as online. All Sales Are Final. NO EXCEPTIONS. We tried to accommodate Ms. [redacted] and make a rare exception but nothing pleased her. We stand firm on our policy as it written on her signed contract. No refunds will be given. Thank you.
I never once refused the offers that were made to me, I simply asked if that was the best situation that could come of this but was never given a yes or no (they just mailed me the dress and while it was in shipping called to tell me what Dimitra had deicded). Dimitras wanted me to find another gown there and I did not want a dress from their store after the experience I had. Also, I did not cause a scene. When I was crying in front of Simone and Jasmine I was at the back of the dress store to the side and NO other shoppers saw me or heard the conversation we had. It was at night during the week, my voice was never raised and I tried to end the conversation multiple times but was asked to continue to talk to them about the situation. Any female would be upset having to tell two strangers (one who witnessed the comments that had been made to me and was the one who actually brought them up to begin with) that they were hurting because two other store employee made comments about my weight. Jasmine and Simone both agreed they would be hurt as well and validated my feelings. Unfortunately Dimitra would not speak to me over the phone, so I have no way of knowing what was said to her by her by Simone, even though I had asked to speak with her myself so there would be no "he said, she said" with such a serious matter (i.e. the weight comments). That is why I do not think this is a reasonable response. I would gladly return the dress for my 50% refund and never bring this up again. Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
We do not accept [redacted], it is not a motor club we work with. We state this plainly at the beginning of any conversation that starts with "We have [redacted]. This vehicle was brought in on an accident call from the police rotation day. When the owner called we informed her of this telling her we could tow...
the vehicle to [redacted], but the bill had to be paid first. Then a older women came to our office stating that she owned the car, and that she could not get through to [redacted]he had tried for hours, What could she do? We then asked her if she had insurance. She replied [redacted] We explained that she could turn the accident into [redacted] and they would. pay some on the accident. She then proceeded to call her insurance company. We then faxed the bill for her. We explained. they would ONLY PAY the hookup/tow, fuel surcharge and the administration fee, possibly the clean-up fee. That she would owe the rest on the bill but they didn't cover. We saved her $185.25 by telling her to call her insurance. She understood and agreed to this. We explained that if we towed it instead of waiting for her to get through to [redacted]he would owe the tow bill plus the storage on the car. We explained that if [redacted] came to get the car there would be a gate fee of $50.00 this is standard on any bill if someone other than us towed the car. We have to bring the vehicle off our lot for loading. The difference would be $15.00 dollars. Our price starts at $65.00. She said to go ahead and tow it because she couldn't get thru. No one in this office told anyone we would tow anything for free ever.There was a second party that kept calling about the car, said she was the owner's daughter. We explained that we've talked to the owner and it was taken care of.In the next few days we had the owner here asking why she owed a bill to [redacted] when she had [redacted] We once again explained to her everything again. She then made a phone call to someone and tried to explain it to them. She had the phone on speaker so the whole office heard who ever she was talking to go berserk, cussing and yelling at her. Even stepping to the side we heard them yelling at her. When she got off the phone she apologized to us for the behavior of who she was talking to.Someone from NC kept calling yelling at every employee who answered the phone we owed them money back yelling and cussing at us. Every one of us, all 5 of us, had the pleasure of speaking to this raving lunatic. I personally was the last one this person talked to. I tried calmly to explain that she was not the person we were dealing with and the situation was taken care of. She kept yelling they had [redacted] I calmly asked if she was the owner. She stated she was the daughter not the owner. I told her I was terminating this phone call and please do not call again she was harassing us and this was a business line for our customers. No one lied or told anything other than what needed to be done if they wanted us to tow the vehicle. In fact they still owe $50.00 dollars for the clean up on the accident. We were going to forget about this because the harassment of the daughter was not worth trying to collect it. But now that the daughter has started this if you could have it sent to us we would appreciate it.Disputed amount: $50.00Desired Settlement amount $50.00.Thank you,[redacted]
On October 7th, Ms. [redacted] came in and purchased her dress. Sample gown had to be cleaned and repaired so she left the dress here. The next morning we received phone calls and emails regarding the fact that she wanted her money back. Initially, when I spoke to Ms. [redacted] on the phone she stated that...
she made a mistake, the dress is not her style. She stated that she purchased the gown because she was overwhelmed and wanted to please her mother-in-law and mother. We sympathized with her and gave her the option to come in to exchanged the dress and we will waive the restocking fee. Ms. [redacted] stated that she wanted to know all her options because she did not believe she will find the dress. I explain to her that we are having new arrivals coming because we recently went to market so we will give her 3 months to decide on another dress. Normally we only give a week to change your mind on layaway purchases only. We made an appointment for her to come in and try the dress on again. She came to the store, tried the dress on, and became emotional. We offered to let her have more time to think about her decision. We informed her that when she was ready to try on again, we can have her consultant come to her at home or where ever she felt comfortable. She stated that she did not want to do business with us and wanted her money back. She stated that 50% restocking fee was unacceptable and she only wanted to pay 25%. I advised her I will speak to the owner and give her the owner's decision. The owner took in consideration that Ms. [redacted] was not willing to compromise and she refused all of our offers to assist her with the issues. It was decided that because we could not come to solution that pleases Ms. [redacted] we will stick to our policy that she signed in the store. To avoid another scene with Ms. [redacted] we found it would be best to ship her merchandise. Attached you will find the copy of her contract for the dress and the online returns policy that states that the policy in the store is the same as online. All Sales Are Final. NO EXCEPTIONS. We tried to accommodate Ms. [redacted] and make a rare exception but nothing pleased her. We stand firm on our policy as it written on her signed contract. No refunds will be given. Thank you.
I never once refused the offers that were made to me, I simply asked if that was the best situation that could come of this but was never given a yes or no (they just mailed me the dress and while it was in shipping called to tell me what Dimitra had deicded). Dimitras wanted me to find another gown there and I did not want a dress from their store after the experience I had. Also, I did not cause a scene. When I was crying in front of Simone and Jasmine I was at the back of the dress store to the side and NO other shoppers saw me or heard the conversation we had. It was at night during the week, my voice was never raised and I tried to end the conversation multiple times but was asked to continue to talk to them about the situation. Any female would be upset having to tell two strangers (one who witnessed the comments that had been made to me and was the one who actually brought them up to begin with) that they were hurting because two other store employee made comments about my weight. Jasmine and Simone both agreed they would be hurt as well and validated my feelings. Unfortunately Dimitra would not speak to me over the phone, so I have no way of knowing what was said to her by her by Simone, even though I had asked to speak with her myself so there would be no "he said, she said" with such a serious matter (i.e. the weight comments). That is why I do not think this is a reasonable response. I would gladly return the dress for my 50% refund and never bring this up again. Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
We do not accept [redacted], it is not a motor club we work with. We state this plainly at the beginning of any conversation that starts with "We have [redacted]. This vehicle was brought in on an accident call from the police rotation day. When the owner called we informed her of this telling her we could tow...
the vehicle to [redacted], but the bill had to be paid first. Then a older women came to our office stating that she owned the car, and that she could not get through to [redacted]he had tried for hours, What could she do? We then asked her if she had insurance. She replied [redacted] We explained that she could turn the accident into [redacted] and they would. pay some on the accident. She then proceeded to call her insurance company. We then faxed the bill for her. We explained. they would ONLY PAY the hookup/tow, fuel surcharge and the administration fee, possibly the clean-up fee. That she would owe the rest on the bill but they didn't cover. We saved her $185.25 by telling her to call her insurance. She understood and agreed to this. We explained that if we towed it instead of waiting for her to get through to [redacted]he would owe the tow bill plus the storage on the car. We explained that if [redacted] came to get the car there would be a gate fee of $50.00 this is standard on any bill if someone other than us towed the car. We have to bring the vehicle off our lot for loading. The difference would be $15.00 dollars. Our price starts at $65.00. She said to go ahead and tow it because she couldn't get thru. No one in this office told anyone we would tow anything for free ever.There was a second party that kept calling about the car, said she was the owner's daughter. We explained that we've talked to the owner and it was taken care of.In the next few days we had the owner here asking why she owed a bill to [redacted] when she had [redacted] We once again explained to her everything again. She then made a phone call to someone and tried to explain it to them. She had the phone on speaker so the whole office heard who ever she was talking to go berserk, cussing and yelling at her. Even stepping to the side we heard them yelling at her. When she got off the phone she apologized to us for the behavior of who she was talking to.Someone from NC kept calling yelling at every employee who answered the phone we owed them money back yelling and cussing at us. Every one of us, all 5 of us, had the pleasure of speaking to this raving lunatic. I personally was the last one this person talked to. I tried calmly to explain that she was not the person we were dealing with and the situation was taken care of. She kept yelling they had [redacted] I calmly asked if she was the owner. She stated she was the daughter not the owner. I told her I was terminating this phone call and please do not call again she was harassing us and this was a business line for our customers. No one lied or told anything other than what needed to be done if they wanted us to tow the vehicle. In fact they still owe $50.00 dollars for the clean up on the accident. We were going to forget about this because the harassment of the daughter was not worth trying to collect it. But now that the daughter has started this if you could have it sent to us we would appreciate it.Disputed amount: $50.00Desired Settlement amount $50.00.Thank you,[redacted]