Stitch-by-Stitch Alterations

February 7, 2018Revdex.com Jefferson St NE, SteA Albuquerque, NM 87109 *** *** ***
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RE: Complaint ID# *** Dear Revdex.com:Thank you for providing with me with the information concerning this complaint that my
business has receivedThe purpose of this letter is to provide you with the business' side of this complaint and to inform the Revdex.com how this complaint was handled with the customer; Mrs*** ***On Sunday, January 21, 2018, at hrs, Mrs*** contacted me by phone, after regular business hours, in regards to performing alterations to a prom dressShe explained that she needed the dressed hemmed and that she needed the work completed as soon as possible because prom was less than a week awayI immediately advised Mrs*** that I could complete the work, but we needed to schedule and appointment for her and her daughter immediately because I was going out of town for a week on January 26th, I advised her that I was willing to accommodate her and schedule an appointment after hours if necessaryI explained that I charge an extra fee for "emergency" alterations and I also stated that the price for formal dress hems start at $per layerMrs*** stated that she would be in the area on Tuesday, January 23rd and requested an appointment time of hrsBefore our telephone conversation concluded I advised Mrs*** to ensure that her daughter was able to come to the appointment in order to try on the dress and it was necessary to bring the shoes that were going to be worn with the dress to the fittingMrs*** then asked me, "Can I pin the dress myself where we want it hemmed, instead?"I advised against that option, explaining that her daughter was necessary to ensure a proper fit, but I told her it was her choice. Our telephone conversation concluded at this point.On Tuesday, January 23rd, Mrs*** and her daughter did not show up for their scheduled fitting at 0900hrsAt 1128hrs, almost hours later, I received a phone call from Mrs*** stating that she was running late and she would not arrive for another minutesIn order to accommodate Mrs***, I called my next two customers and changed my scheduleWhich was unfair to themI instead should have advised Mrs*** that she would have to make another appointmentAt 1145hrs, Mrs*** and her daughter arrived for the fitting at my home.I showed Mrs***' daughter a bedroom where she could change into the dressThe set of shoes that she brought with her, were a flat ballerina styleI pinned the dress and ensured that both Mrs*** and her daughter took the time to look at the lengthI advised the daughter to walk back and forth in front of a full-length mirror and through the large living area of my homeI asked Mrs*** three (3) separate times during the process if she was sure she liked the length of the dressAccording to the measurement where I had placed the pins, the dress was to be hemmed approximately inchesBefore I had the daughter change out of the dress, I asked one more time if they were satisfied with where the length was going to beMrs*** stated, "It looks good to meYou're the professional." I advised Mrs*** that I would call her once the dress was finished and I guaranteed it would be completed well before Friday, January 26thMrs*** stated on her way out the door that she still had several errands to run and that she would be in town all afternoonIt was my understanding that Mrs*** lives approximately miles out of townConsidering this, I decided that I would work on the dress immediately in order to prevent the possibility of her having to make another mile round trip to come back for the dress later during the week.I proceeded to measure the dress it's entire circumference and ensure the pins were properly placedI pressed the hem to ensure it was straight and I cut and sewed the hemDuring this time is when I noticed the rpice tag still on the dressThe dress was in fact from Dillard's and the price was $I saved the piece of material that I cut from the dress; which is standard procedure from any alterations I performAt 1428hrs, I called Mrs*** and advised her that her dress was finished and she was welcome to come pick it upI also advised her that the cost of the alterations would be $50.00, I waived the "emergency" alteration fee of $along with a $discount. The $discount was due to the size of the dress and the amount of work needed to complete the alterationMrs*** and her daughter arrived promptly; in a matter of minutes, at approximately 1440hrsI showed the daughter to the bedroom so that she could try on the dress againShe quickly came out of the bedroom with the dress onI immediately noticed that the dress was not sitting on her hips properly or as is it had previously during the dayI suspected that she had put the dress on over her cloths (jeans)I instructed her to try on the dress correctly to ensure the proper fit and she stated that she had no cloths underneathIt was at this point where Mrs*** stated that she was unhappy with the length and that the dress was "high waters"I explained to her that I cut and hemmed the dress exactly where it was pinnedShe paid me the $cash and left with the dress.At 1530hrs, there was a knock at my home and my office manager answered the door, it was Mrs***She told my office manager "oh it's you, I'm glad you're here"; which I thought very odd since they had never metAt this point I came out of my sewing room and joined the conversationMrs*** stated that she had returned because she was unhappy with the dress and that I had "ruined" itShe demanded a full refund of the $50.00, and an additional $100.00, which was the original cost of the dress for a total refund of $Mrs*** was upset so my office manager tried to explain to her that there was no way to "fix" a hem once it had been cutoffIn my professional opinion (40+ years of experience) you cannot re-attached a hem to a formal dress and have it look remotely presentableMrs*** then stated to my office manager, "you weren't even here during the appointment, how do you know what happened?" My office manager's office is directly located behind the wall where my full length mirror is hanging that I had described earlier, these walls are not sound proofMy office manager explained to Mrs*** that she had several opportunities to voice her concern over the length of the dress during the fittingI explained that she had heard me ask at least times if the length was adequate, and three times she had heard Mrs*** state yesMrs*** again insisted that she wanted the cost of the dress replaced and I disagreedI then told her that I believed she was trying to swindle me for a dress for which she had only paid $for; because of the price tag on the dressAt this point Mrs*** changed her demand and requested that she would be satisfied with a refund of $insteadMy office manager explained our return policy, which is clearly published on the webpage, and told her that she would not be receiving any type of refundMrs*** became angry and threatened that she was going to file a complaint with Revdex.comMy office manager stated that she had every right as a consumer to do so and it was time for her to leaveMrs*** requested that I give her the piece of material that was cut off the dress and a receipt for the $I had charged herI complied with both requests and have had no contact with Mrs*** since.If you have any more questions or concerns, please do not hesitate to contact meThank you for your time and objectivity in this matter.Sincerely,Antoinette S*Owner/Seamstress