The Gift Box

Initial Business Response /* (1000, 5, 2015/08/17) */
As a dress rental business, I made the choice to include consignment as a way to help others "recoup some of the money spent on formal wear" as stated in the very words of the person filing this complaint. I unfortunately cannot allow soiled,...

stained, or visibly dirty dresses to be put out on my sales floor without being cleaned! I have to protect my business reputation and my customers by
dry-cleaning soiled/worn garments that I did not purchase myself. I specifically remember telling the person making the complaint that 3 out of the 4 dresses would need to be cleaned, as there was visible self tanner solution on one, deodorant residue on another and stains/dirt marks on the third that would require cleaning. I went over the pricing for each dress that needed to be cleaned, while she was in the store. Pricing was $15 for the ball gown and $15 for the long taffeta mermaid gown, which normally costs upwards of $30 each to be dry-cleaned and $10 for the short cocktail dress. These prices are an exclusive deal I have secured with my cleaner and are not given to the public. I took time out of my schedule to transport HER dresses and PAID for the cleaning costs out of my pocket so the dresses could be placed on the sales floor for rental/sale. If this cleaning process and its cost was not made clear, I would have appreciated a further explanation as described in the complaint: "I am a struggling parent...etc." Instead, my associate working on the day she came into my shop was met with attitude and rude comments. Had she made her case respectfully and explained the miscommunication, I am certain we could have worked something out if the cost was truly putting a financial strain on her family. I also spoke to her on the phone minutes after she was in my shop and experienced the same disrespect in which my business was degraded. Yet, an explanation as to why she did not want to pay for the dry-cleaning costs was never given. It was uttered more than once how disappointed she was that she got "nothing" for her money, which is offensive and wrong. She "got" 3 dresses cleaned at a fraction of the cost. As to the consumer's desired resolution of a refund of $25, I will refer back to the signed contract: #12 DRYCLEANING cost will be deducted from any sale or rental payout during the contract period. If the dress(es) is not rented or sold, this cost must be paid in full in order to pick up dress(es) from Wish and Wear. I am not refunding the desired settlement amount of $25 because the terms of the signed contract are clear.