After posting a request for recommendation for cleaning and altering my wedding dress in the west valley, Tess’ Alterations happened to be the most recommendedI was excited that they were able to alter my dress and I was in tears when I finally got to try it on! I sent it to cleaning and made arrangements to pick it up from them days prior to my wedding, on Friday, April 7th (everything paid in full)
Upon getting my wedding dress, I noticed there were dirt spots on my dress A lady helped me (not Tess) clean of the spotsThe other spots I was told “they aren’t that noticeable.” After being there for minutes, I was ready to goI voluntarily left with spots still on my dress as they seemed a little busy helping other people that they couldn’t help me anymore
Prior to leaving I was offered $off of the preservation of my dressThe following day, I noticed that my tulle wasn’t in the bag with my dressI called Saturday and spoke with Tess who I explained to her the dirt spots on my dress still, and now the tulle wasn’t in with the rest of my stuffShe explained that when something is taken out of the bag with the wedding dress before it’s sent to cleaning, that it is supposed to be tagged with the person’s name on it and that wasn’t done
During the phone call, Tess asked me to wait times so she could help another customerThis became very frustratingShe told me that she was tired and was ready to go home and I expressed that I needed to get my tulle, she said she was supposed to be closed at and it was already 5:I explained to her that all of my belongings should have been put back in the bag in the first place and if she could wait for me to get the rest of my stuffI live minutes awayAs I showed up we continued to go back and forth about what was and wasn’t done, and her response was “yeah, yeah, customer’s always right.”
I have 15+ years of customer service to know that’s not always the truthBut the sarcasm and the lack of responsibility for anything made it apparent that she did not care I told her I would not be getting my dress preserved there and that I would like a little more than $refunded back to my credit cardI handed her my card and she said “all you want is something for free.” I took my card back and I told her “I didn’t want anything for free because everything was paid in full before the service All I wanted was some responsibility taken for the mistakes that have been done but you have put me on hold when I was on the phone, and then you have made up stories saying I was here (the day prior when I picked up my dress) for hours yelling and screaming.” Tess was not even the person who helped me clean up my dress when I picked it up and I was there for approxminsI did get a refund of $and my tulle back, but in my opinion, I felt that Tess could have taken a bit more responsibility for the dress not being cleaned and not having all of my belongings put back in the wedding bag that they came inHaving to go back to the store and pick up my tulle the evening before my wedding was a great inconvenience and not once did I get any kind of apology!
A simple acknowledgement of the mistake or maybe “sorry for the inconvenience” would have gone a long wayBut the lack of responsibility, even after admitting they didn’t follow a process correctly (tagging an item removed from the bag with the owners name on it) was especially upsetting, especially after I had so many people recommend Tess’ Alterations
I will not recommend nor ever seek services from them again and will make certain that if I am ever asked about Tess’ Alterations, I will be sure to share my experience
After posting a request for recommendation for cleaning and altering my wedding dress in the west valley, Tess’ Alterations happened to be the most recommendedI was excited that they were able to alter my dress and I was in tears when I finally got to try it on! I sent it to cleaning and made arrangements to pick it up from them days prior to my wedding, on Friday, April 7th (everything paid in full)
Upon getting my wedding dress, I noticed there were dirt spots on my dress A lady helped me (not Tess) clean of the spotsThe other spots I was told “they aren’t that noticeable.” After being there for minutes, I was ready to goI voluntarily left with spots still on my dress as they seemed a little busy helping other people that they couldn’t help me anymore
Prior to leaving I was offered $off of the preservation of my dressThe following day, I noticed that my tulle wasn’t in the bag with my dressI called Saturday and spoke with Tess who I explained to her the dirt spots on my dress still, and now the tulle wasn’t in with the rest of my stuffShe explained that when something is taken out of the bag with the wedding dress before it’s sent to cleaning, that it is supposed to be tagged with the person’s name on it and that wasn’t done
During the phone call, Tess asked me to wait times so she could help another customerThis became very frustratingShe told me that she was tired and was ready to go home and I expressed that I needed to get my tulle, she said she was supposed to be closed at and it was already 5:I explained to her that all of my belongings should have been put back in the bag in the first place and if she could wait for me to get the rest of my stuffI live minutes awayAs I showed up we continued to go back and forth about what was and wasn’t done, and her response was “yeah, yeah, customer’s always right.”
I have 15+ years of customer service to know that’s not always the truthBut the sarcasm and the lack of responsibility for anything made it apparent that she did not care I told her I would not be getting my dress preserved there and that I would like a little more than $refunded back to my credit cardI handed her my card and she said “all you want is something for free.” I took my card back and I told her “I didn’t want anything for free because everything was paid in full before the service All I wanted was some responsibility taken for the mistakes that have been done but you have put me on hold when I was on the phone, and then you have made up stories saying I was here (the day prior when I picked up my dress) for hours yelling and screaming.” Tess was not even the person who helped me clean up my dress when I picked it up and I was there for approxminsI did get a refund of $and my tulle back, but in my opinion, I felt that Tess could have taken a bit more responsibility for the dress not being cleaned and not having all of my belongings put back in the wedding bag that they came inHaving to go back to the store and pick up my tulle the evening before my wedding was a great inconvenience and not once did I get any kind of apology!
A simple acknowledgement of the mistake or maybe “sorry for the inconvenience” would have gone a long wayBut the lack of responsibility, even after admitting they didn’t follow a process correctly (tagging an item removed from the bag with the owners name on it) was especially upsetting, especially after I had so many people recommend Tess’ Alterations
I will not recommend nor ever seek services from them again and will make certain that if I am ever asked about Tess’ Alterations, I will be sure to share my experience