Rodney Philpott Design Reviews (%countItem)
Rodney Philpott Design Rating
Address: 452 Water Street, St. John's, Newfoundland and Labrador, Canada, A1E 1B1
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I originally booked Rodney Philpott Designs to alter my wedding dress for my June 25th, 2020 wedding. With booking this company I was required to pay $287.50 up front. It was explained to me that this cost was a deposit, however was also more than a deposit as I was "buying the professionals time". I was told that if my alterations cost less than the $287.50 that I would be refunded the difference and if they cost more I would pay the difference.
My alterations were set to begin on April 3rd, 2020. However, due to the current COVID-19 pandemic this was not possible. I received a phone call from *** a few days prior to make a new fitting schedule, which we did.
On May 4th, 2020 we made the difficult decisions to postpone our June 25th wedding due to the current pandemic. About an hour after postponing our wedding I received a call from *** regarding my alteration schedule. I explained that my wedding was postponed and would not be needing their services. I stated also that I would be moving out of the country. This statement was used against me and was stated that my move was the reason for no longer needing their services and not COVID. After hanging up the phone I received an email stating they would keep 75% of the $287.50 an refund me 25% as a credit to their store. I thought about this for a couple weeks and the outcome did not sit right with me. On May 21st, 2020 I emailed Rodney Philpott Designs explaining that I had felt taken advantage of and requested a refund. Shortly after I received a phone call from *** again. We spoke about their cancellation policy and he continually repeated the words "force majeure" to me. He asked me several times if I knew what those words meant. He asked me why I thought he should be "paying" me. I explained that the $287.50 was clearly more than a deposit and he then began asking me several times if I knew what the word deposit meant. I asked him to stop patronizing me, as I felt he was speaking condescendingly over the phone. *** constantly interrupted me and spoke over me on the phone, so much so I needed to explicitly tell him to stop interrupting me. *** offered no agreeable solution maintained the original refund amount, stating force majeure repeatedly and the fact that I was now moving out of the country. I explained repeatedly to *** that my move has absolutely nothing to due with my wedding and if not for COVID I would currently be using their services. I explained that I did not think it was fair to keep money I paid for services I would never receive. *** offered to alter the dress before I moved. I stated that this is not an option he would ever suggest to another bride, to alter her wedding dress a year in advance. He also stated that he would refund me in full if I found him another client to take my space, which I thought absurd to think I would solicit business for him.
We did not reach an agreeable outcome over the phone and the call ended. Shortly after I received an email from ***, once again explaining the options he laid out on on the phone for me. I did not respond to this email and instead came to file my complaint with the Revdex.com.
paid a deposit for her wedding dress alterations on September 18, 2019 of 287,50$. This was a deposit that guaranteed her our alteration services in 2020. We created an alteration fitting schedule for her at the time of her deposit payment listing the date and time her alterations would be facilitated. We scheduled a consultation for April 3, 2020 @ 11am, 2 working fitting appointments on April 30, 2020 @ 11am and May 15, 2020 @ 11am and a day of pick up on May 29, 2020 @ 11am. Her deposit is simply just that. A deposit to guarantee our alteration services in the future. The deposit would be deducted from the final cost of alterations determined at her consultation fitting.
*** decided to postpone her wedding on May 4, 2020 due to COVID-19. I provided her the option of suspending her alteration account until she found a new wedding date. She would not lose any of her deposit. Once she knew her new wedding date, we would reschedule her consultation date, 2 working fittings and her day of pick up. I told *** I will transfer her deposit to any year she chose for a new wedding date. She did not want to leave her account suspended until she found a new wedding date. She told me she was moving to *** and did not want our alteration services. I cancelled her alteration services per her instructions. I followed our company policy and provided her an in store credit of 25% of her deposit. As per our company policy, she loses 75% of her deposit.
It does not matter why *** decided to cancel her alteration services. The why has no influence on our refund policy.
*** sent an email May 21, 2020 telling me she felt she had been taken advantage of because she cancelled her alteration services. I called *** that day to discuss her deposit. I told her our refund policy was not influenced why she was cancelling our services. I followed our company refund policy because she was cancelling her alteration work. She argued at length that her deposit needs to be refunded in full because she was not using our services any longer and no work had been completed. She refused to understand the meaning of a deposit. She argued at length that COVID-19 was causing the problem and because of this she demanded a full refund of her deposit. I provided her the following options that have been provided equally to all of our clients due to COVID-19;
1. She could move her alteration work to any year in the future once she has picked a new wedding date. She would retain her full deposit without any penalty.
2. We could complete her alterations before she left for ***. This was offer to her because she refused option 1.
3. She could find a client to purchase her alteration contract. If she found a client to purchase her contract I would refund her 100% of her deposit.
4. She could outright cancel her alteration contract and follow our company policy of receiving a 25% in store credit.
I have no ill feelings towards ***. I did not patronize her during our phone call on May 21, 2020. I empathize with her. I know COVID-19 has created a significant emotional and financial hardship on all of us. I tried my best to explain force majeure. *** was incredibly angry. She demanded a full refund and did not care for any of my options. She told me she disagreed with our refund policy.
I treated *** equally to all the other clients that have had to change their wedding date because of COVID-19 or who were moving away and no longer wanted our services. I am still extending my 4 options to ***.
***, Owner of Rodney Philpott Designs
Hello ***, I find this issue now closed. I have provided you with four options. I will not continue to negotiate. I have been in business for 28 years. My company policies are fair and equitable. I will continue to hold your account with your 25% in store credit unless you chose another option.
I wish you well and hope you have an incredible wedding.
*** - Owner
I am rejecting this response because:
Rodney Philpott Designs has refused to come to an amicable solution. While I originally asked for a 100% refund I changed my ask to 75/25 for a fair decision so the business was not at a loss. *** has refused any attempt to make a compromise for a decision that suits both parties. No solution has been reached and as much as we would both like, the matter is unfortunately not closed.
I continue to be completely dissatisfied with the way this entire situation has been handled and the type of customer service I’ve received. That being said, I am still happy to reach the compromise I’ve offered several times with Rodney Philpott Designs retaining 25% profit as a “deposit” for services not rendered.
I originally booked Rodney Philpott Designs to alter my wedding dress for my June 25th, 2020 wedding. With booking this company I was required to pay $287.50 up front. It was explained to me that this cost was a deposit, however was also more than a deposit as I was "buying the professionals time". I was told that if my alterations cost less than the $287.50 that I would be refunded the difference and if they cost more I would pay the difference.
My alterations were set to begin on April 3rd, 2020. However, due to the current COVID-19 pandemic this was not possible. I received a phone call from *** a few days prior to make a new fitting schedule, which we did.
On May 4th, 2020 we made the difficult decisions to postpone our June 25th wedding due to the current pandemic. About an hour after postponing our wedding I received a call from *** regarding my alteration schedule. I explained that my wedding was postponed and would not be needing their services. I stated also that I would be moving out of the country. This statement was used against me and was stated that my move was the reason for no longer needing their services and not COVID. After hanging up the phone I received an email stating they would keep 75% of the $287.50 an refund me 25% as a credit to their store. I thought about this for a couple weeks and the outcome did not sit right with me. On May 21st, 2020 I emailed Rodney Philpott Designs explaining that I had felt taken advantage of and requested a refund. Shortly after I received a phone call from *** again. We spoke about their cancellation policy and he continually repeated the words "force majeure" to me. He asked me several times if I knew what those words meant. He asked me why I thought he should be "paying" me. I explained that the $287.50 was clearly more than a deposit and he then began asking me several times if I knew what the word deposit meant. I asked him to stop patronizing me, as I felt he was speaking condescendingly over the phone. *** constantly interrupted me and spoke over me on the phone, so much so I needed to explicitly tell him to stop interrupting me. *** offered no agreeable solution maintained the original refund amount, stating force majeure repeatedly and the fact that I was now moving out of the country. I explained repeatedly to *** that my move has absolutely nothing to due with my wedding and if not for COVID I would currently be using their services. I explained that I did not think it was fair to keep money I paid for services I would never receive. *** offered to alter the dress before I moved. I stated that this is not an option he would ever suggest to another bride, to alter her wedding dress a year in advance. He also stated that he would refund me in full if I found him another client to take my space, which I thought absurd to think I would solicit business for him.
We did not reach an agreeable outcome over the phone and the call ended. Shortly after I received an email from ***, once again explaining the options he laid out on on the phone for me. I did not respond to this email and instead came to file my complaint with the Revdex.com.
paid a deposit for her wedding dress alterations on September 18, 2019 of 287,50$. This was a deposit that guaranteed her our alteration services in 2020. We created an alteration fitting schedule for her at the time of her deposit payment listing the date and time her alterations would be facilitated. We scheduled a consultation for April 3, 2020 @ 11am, 2 working fitting appointments on April 30, 2020 @ 11am and May 15, 2020 @ 11am and a day of pick up on May 29, 2020 @ 11am. Her deposit is simply just that. A deposit to guarantee our alteration services in the future. The deposit would be deducted from the final cost of alterations determined at her consultation fitting.
*** decided to postpone her wedding on May 4, 2020 due to COVID-19. I provided her the option of suspending her alteration account until she found a new wedding date. She would not lose any of her deposit. Once she knew her new wedding date, we would reschedule her consultation date, 2 working fittings and her day of pick up. I told *** I will transfer her deposit to any year she chose for a new wedding date. She did not want to leave her account suspended until she found a new wedding date. She told me she was moving to *** and did not want our alteration services. I cancelled her alteration services per her instructions. I followed our company policy and provided her an in store credit of 25% of her deposit. As per our company policy, she loses 75% of her deposit.
It does not matter why *** decided to cancel her alteration services. The why has no influence on our refund policy.
*** sent an email May 21, 2020 telling me she felt she had been taken advantage of because she cancelled her alteration services. I called *** that day to discuss her deposit. I told her our refund policy was not influenced why she was cancelling our services. I followed our company refund policy because she was cancelling her alteration work. She argued at length that her deposit needs to be refunded in full because she was not using our services any longer and no work had been completed. She refused to understand the meaning of a deposit. She argued at length that COVID-19 was causing the problem and because of this she demanded a full refund of her deposit. I provided her the following options that have been provided equally to all of our clients due to COVID-19;
1. She could move her alteration work to any year in the future once she has picked a new wedding date. She would retain her full deposit without any penalty.
2. We could complete her alterations before she left for ***. This was offer to her because she refused option 1.
3. She could find a client to purchase her alteration contract. If she found a client to purchase her contract I would refund her 100% of her deposit.
4. She could outright cancel her alteration contract and follow our company policy of receiving a 25% in store credit.
I have no ill feelings towards ***. I did not patronize her during our phone call on May 21, 2020. I empathize with her. I know COVID-19 has created a significant emotional and financial hardship on all of us. I tried my best to explain force majeure. *** was incredibly angry. She demanded a full refund and did not care for any of my options. She told me she disagreed with our refund policy.
I treated *** equally to all the other clients that have had to change their wedding date because of COVID-19 or who were moving away and no longer wanted our services. I am still extending my 4 options to ***.
***, Owner of Rodney Philpott Designs
Hello ***, I find this issue now closed. I have provided you with four options. I will not continue to negotiate. I have been in business for 28 years. My company policies are fair and equitable. I will continue to hold your account with your 25% in store credit unless you chose another option.
I wish you well and hope you have an incredible wedding.
*** - Owner
I am rejecting this response because:
Rodney Philpott Designs has refused to come to an amicable solution. While I originally asked for a 100% refund I changed my ask to 75/25 for a fair decision so the business was not at a loss. *** has refused any attempt to make a compromise for a decision that suits both parties. No solution has been reached and as much as we would both like, the matter is unfortunately not closed.
I continue to be completely dissatisfied with the way this entire situation has been handled and the type of customer service I’ve received. That being said, I am still happy to reach the compromise I’ve offered several times with Rodney Philpott Designs retaining 25% profit as a “deposit” for services not rendered.