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]
While I understand the time, labor, and materials that went into the repairs of the dress, the work was not high quality. For something as important as a wedding dress, any work done should be of the highest quality. Additionally, the dress is not made of old fabric. It was a sample dress that had been tried on and snagged while in use as a sample but is only 3 years old. I never said the material was old and I pointed out the tears that would need to be repaired. The seamstress seemed confident that she could repair them but the repair work is very noticeable and does not look good. She never explained that there would be any complications when I dropped it off or I wouldn't have left it with them. If at any point during the work they had called to let me know they were having difficulty repairing the dress I would have gladly taken it elsewhere but I put my trust in them that it could be repaired correctly. While I tried on the dress in the shop, I could certainly see the repair work that had been done but didn't realize how poorly done it was until I had the chance to get it home and look closely at it. Some repair work was even done near the zipper on the back which was very difficult for me to see in the dress. The thread color does not match the dress material and where tears were sewn, the dress is bunched. I do not feel comfortable allowing them to work on the dress any further because the repair work that was done was low quality and their customer service is lacking. When I spoke on the phone to Mr. [redacted] he would not listen to me when I was explaining what was wrong with the repair work and I certainly did not hang up on him, he ended the conversation by saying his wife would call and when she did, she was actually the one to hang up on me after getting very upset that I would ask for a refund after she spent time on the dress. The only resolution they can provide would be a refund, even if it's not the full amount, because given the work done on the dress, it appears they do not have enough experience working with wedding dress repairs and now I will have to spend even more money to have it properly repaired with a more professional seamstress. I am attaching images that show just a few of the many areas that will need additional repair work done.
I received your email about a complaint, I will explain my side of the story to you as follows:
- The customer brought her wedding dress that she said that was old to be altered, she wanted to fix the length and repair all...
the holes and torn ups in the main fabric.
- After working with it for more than 5-6 hours for fixing the old fabric material, she came in to pick it up, she tried it on and was satisfied with the work. She paid for it (this was at 11:00 AM).
- A while after this around 3:30 PM, her mother contacted my wife at the shop complaining that the work is not okay and the fabric is tearing off (as we explained earlier to the customer before start working on it). She asked for a full refund of all that her daughter paid for. My wife told her that I will have to contact her regarding this matter.
- I called the mother and I explained to her that the dress was old and it was tearing up as we touch it. The mother kept insisting on getting her money back, I explained to her that we spent time,material and labor working on the dress, the mother was very rude, she put her daughter (the customer) on the phone who kept repeating what her mother was saying about the refund without listening to me she finally ended up the call by hanging up while I was still talking to her.
I am willing to work a deal with her to make her satisfied, considering time and cost of labor and material.
We have been in business for more than 5 years, we have never had any complaints from any customer, actually me and my wife work our best together to satisfy every customer that walks into our shop. We always get referred by a lot of local businesses around for our highest quality of service and customer service.
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]
While I understand the time, labor, and materials that went into the repairs of the dress, the work was not high quality. For something as important as a wedding dress, any work done should be of the highest quality. Additionally, the dress is not made of old fabric. It was a sample dress that had been tried on and snagged while in use as a sample but is only 3 years old. I never said the material was old and I pointed out the tears that would need to be repaired. The seamstress seemed confident that she could repair them but the repair work is very noticeable and does not look good. She never explained that there would be any complications when I dropped it off or I wouldn't have left it with them. If at any point during the work they had called to let me know they were having difficulty repairing the dress I would have gladly taken it elsewhere but I put my trust in them that it could be repaired correctly. While I tried on the dress in the shop, I could certainly see the repair work that had been done but didn't realize how poorly done it was until I had the chance to get it home and look closely at it. Some repair work was even done near the zipper on the back which was very difficult for me to see in the dress. The thread color does not match the dress material and where tears were sewn, the dress is bunched. I do not feel comfortable allowing them to work on the dress any further because the repair work that was done was low quality and their customer service is lacking. When I spoke on the phone to Mr. [redacted] he would not listen to me when I was explaining what was wrong with the repair work and I certainly did not hang up on him, he ended the conversation by saying his wife would call and when she did, she was actually the one to hang up on me after getting very upset that I would ask for a refund after she spent time on the dress. The only resolution they can provide would be a refund, even if it's not the full amount, because given the work done on the dress, it appears they do not have enough experience working with wedding dress repairs and now I will have to spend even more money to have it properly repaired with a more professional seamstress. I am attaching images that show just a few of the many areas that will need additional repair work done.
Dear,
I received your email about a complaint, I will explain my side of the story to you as follows:
- The customer brought her wedding dress that she said that was old to be altered, she wanted to fix the length and repair all...
the holes and torn ups in the main fabric.
- After working with it for more than 5-6 hours for fixing the old fabric material, she came in to pick it up, she tried it on and was satisfied with the work. She paid for it (this was at 11:00 AM).
- A while after this around 3:30 PM, her mother contacted my wife at the shop complaining that the work is not okay and the fabric is tearing off (as we explained earlier to the customer before start working on it). She asked for a full refund of all that her daughter paid for. My wife told her that I will have to contact her regarding this matter.
- I called the mother and I explained to her that the dress was old and it was tearing up as we touch it. The mother kept insisting on getting her money back, I explained to her that we spent time,material and labor working on the dress, the mother was very rude, she put her daughter (the customer) on the phone who kept repeating what her mother was saying about the refund without listening to me she finally ended up the call by hanging up while I was still talking to her.
I am willing to work a deal with her to make her satisfied, considering time and cost of labor and material.
We have been in business for more than 5 years, we have never had any complaints from any customer, actually me and my wife work our best together to satisfy every customer that walks into our shop. We always get referred by a lot of local businesses around for our highest quality of service and customer service.
Thank you,
[redacted]
Reem's Alterations