Initial Business Response /* (1000, 9, 2016/10/14) */
Customer purchased a dress that needed alterations and the time frame was already under our turn around timeWe waved rush fee of *** to stay closer to customers budgetWe also rush shipped the dress and waived that fee *** We finished
alterations a day ahead of schedule and contacted customer for a final fittingWe have an "All Sales are Final" policy clearly posted in our storeCustomer came in a day later without her daughter and so we were not able to do a final fitting to make sure the dress fitWe made the customer aware that this was an issue and asked that she have her daughter put the dress on as soon as she got home and to call us if there are any issuesAt this time there was still days left till deadlineThe customer was provided with my personal cell phone number and had also been in contact with the daughter through *** messengerI told her she could contact me at any time even after hours if there are any issues because our store was closed the next dayI got no phone call, text, or message and so assumed all was wellFriday morning when I opened my store I had a message on the store answering machine from the customer demanding a full refund because the sleeves on the dress were too tight and that she had to go shopping for another dressI contacted customer right away and asked why I was not contacted before while there was still plenty of time to do any repairsCustomer said she didn't have time to come inI allowed plenty of time for any repairs even with the already tight timeframe I was givenCustomer again demanded full refund and I told her we could not do that because the dress was custom altered and no longer wholeI offered again that day for her to bring the dress in to get it fixed and she refusedCustomer finally came in the day after she needed the dress again demanding a full refundI told her we can repair the dress and refund the alterations that needed the repairI felt that the customer failed to make the time to have the dress fitted but allowed herself the time to go shopping for another dress when she had days time for any adjustmentsThe dress was repaired and fitted that day and fit perfectly and customer was also refunded for that alterationI did not say that I messed up the alterations as the customer claimed nor did I tell her I didn't want to hear her excuses...she had complained that she lives too far away (miles) and I said that I had no control of that and that it should not have been an excuse for not coming in before to do the needed repairsAt that time I had also asked the customer why I didn't get contacted before when they had all of my contact information and she did not respond to that questionI feel that I did everything in my power to help the customer including waiving certain fees and the customer just refused to do her part including bringing her daughter in for her final fittingI apologize that the customer feels this way but we do have policies in place for a reason
Initial Business Response /* (1000, 9, 2016/10/14) */
Customer purchased a dress that needed alterations and the time frame was already under our turn around timeWe waved rush fee of *** to stay closer to customers budgetWe also rush shipped the dress and waived that fee *** We finished
alterations a day ahead of schedule and contacted customer for a final fittingWe have an "All Sales are Final" policy clearly posted in our storeCustomer came in a day later without her daughter and so we were not able to do a final fitting to make sure the dress fitWe made the customer aware that this was an issue and asked that she have her daughter put the dress on as soon as she got home and to call us if there are any issuesAt this time there was still days left till deadlineThe customer was provided with my personal cell phone number and had also been in contact with the daughter through *** messengerI told her she could contact me at any time even after hours if there are any issues because our store was closed the next dayI got no phone call, text, or message and so assumed all was wellFriday morning when I opened my store I had a message on the store answering machine from the customer demanding a full refund because the sleeves on the dress were too tight and that she had to go shopping for another dressI contacted customer right away and asked why I was not contacted before while there was still plenty of time to do any repairsCustomer said she didn't have time to come inI allowed plenty of time for any repairs even with the already tight timeframe I was givenCustomer again demanded full refund and I told her we could not do that because the dress was custom altered and no longer wholeI offered again that day for her to bring the dress in to get it fixed and she refusedCustomer finally came in the day after she needed the dress again demanding a full refundI told her we can repair the dress and refund the alterations that needed the repairI felt that the customer failed to make the time to have the dress fitted but allowed herself the time to go shopping for another dress when she had days time for any adjustmentsThe dress was repaired and fitted that day and fit perfectly and customer was also refunded for that alterationI did not say that I messed up the alterations as the customer claimed nor did I tell her I didn't want to hear her excuses...she had complained that she lives too far away (miles) and I said that I had no control of that and that it should not have been an excuse for not coming in before to do the needed repairsAt that time I had also asked the customer why I didn't get contacted before when they had all of my contact information and she did not respond to that questionI feel that I did everything in my power to help the customer including waiving certain fees and the customer just refused to do her part including bringing her daughter in for her final fittingI apologize that the customer feels this way but we do have policies in place for a reason