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Top Luxuries Reviews (2)

We appreciate the opportunity to address the complaint issued by [redacted]. I have included the following timeline of events and statement of facts from our experience with our customer, [redacted].   [redacted] purchased her wedding dress on September...

27th, 2015. She purchased a [redacted], gown in a size 12 and in a solid Off White color. Our own sample of “[redacted]” is a size 12 and in a Mocha / Off White color. You can see this in the document provided titled “[redacted] Receipt 1”. I’ve also included her Registration Sheet which shows the measurements taken at the time of her purchase, “[redacted] Registration Sheet 1” and “[redacted] Registration Close Up”. Based off her measurements at the time of ordering the gown, she selected the size 12 (the same size as the sample.)   Happy with her experience with us, she returned and purchased shoes and booked our After Service Package (alterations, storage, steaming service) on December 28th. When her gown arrived, [redacted] was notified and scheduled to try on her own gown on February 5th, 2016. You will see this note on the bottom right side of [redacted]’s customer file. A picture has been included titled “[redacted] Customer File”.  After trying on her own gown, [redacted] was very happy and additionally purchased a custom veil that we rushed in for her wedding date.   [redacted] said during her try on appointment that she wanted to lose more weight before starting her alterations. To accommodate her wishes, we scheduled her first fitting on March 15th at 7:00PM. These notes are all made on her Customer File. During her first fitting, the wedding dress was altered to fit her body, including accommodating the weight loss that she had successfully achieved. It is a completely inaccurate statement that she only lost “2 lbs”. By her own admission during appointments she was trying to lose weight.   Her second fitting was scheduled for March 29th at 6:30PM. After completing this second alteration where the length, bustle, everything looked good… [redacted] began to stress a week before leaving for her destination wedding. She requested to come in on Friday, April 1st to bring a friend into the store to see the wedding dress for approval. We fit her into our schedule for that day so that her friend could see her in her wedding dress. [redacted]’s friend approved of her gown and [redacted] left that evening happy. We received a call Saturday morning from [redacted] again requesting that she could come into the store for additional work and approval. Saturday’s for any bridal store, are completely booked, from open to close since a majority of brides shop during the weekend. Because we realized [redacted] was stressing, we again accommodated her request and had her come into the store at 4PM. [redacted], the proprietor of Marie Gabriel Couture, took the time on Saturday afternoon to have [redacted] try on her dress again. [redacted] requested certain adjustments be made again to her wedding dress which [redacted] marked for continued alterations and we had our seamstress come to the store to do overnight alterations. We had the additional work done for her to come into the store on Monday, April 4th to try on.   During this last try on/alteration appointment, [redacted] brought 2 additional guests with her and FaceTime’d with a 3rd. [redacted] stayed with [redacted] for the 3rd time in 4 days to continue alterations and address questions and concerns by [redacted]’s guests. 2 of the guests stated that they were seamstresses, and by the end of the appointment [redacted] stated that she was happy and felt much better with the additional changes that were done. The guest she brought into the store with her who is a seamstress, agreed with all the alterations we had done to the dress and comforted [redacted] that she looked beautiful and it fit well. [redacted] requested an additional tiny tweak that [redacted] marked for our seamstress to complete so that [redacted] could pick up and take her gown that week for her wedding.   [redacted] completed satisfactory alterations by every possible standard, we continued her alterations within a week of her wedding and accommodated every request that she made. Over the period of 4 days we met with her 3 times, each time for over an hour to an hour and a half. The wedding dress fit her perfectly, by her own seamstress’s admission on April 4th… 3 days before she picked up her wedding dress and a mere 11 days before her destination wedding.   When [redacted] picked up her wedding dress, she was not “forced” to take it as is. We had met with [redacted] a total of 5 times within one month to ensure that her wedding dress fit her perfectly and to accommodate her wishes and body changes. It is a complete false statement that any of her problems were not fixed, every issue she mentioned was addressed and fixed per her wishes. [redacted] even brought in a suitcase for [redacted] to personally pack for her so that she could carry-on her gown and items instead of checking them in.   The alterations work that was completed on [redacted]’s dress was extensive and completed professionally. In regards to customer service, every employee of Marie Gabriel Couture worked to accommodate [redacted]’s requests. The wedding dress arrived early since her wedding was so soon, we waited to begin alterations so she could continue her planned weight loss, and we made sure to see her several times prior to her leaving to make sure everything was as good as possible. We politely dispute the desired settlement and complaint of [redacted] as everything on our end was completed in the most timely and professional manner as possible.   Please let me know if you need anything further for this Customer Complaint.   Regards, Anne-Marie C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not disagree that the Marie Gabriel staff met with me numerous times and put a great deal of work into altering the dress, however, neither I nor my seamstresses ever thought the dress was properly altered.  What we realized, and discussed, was that the dress had already been taken in at the middle of the bust and the shape of the dress could not be changed back as the lace was delicate.  Since it was so close to my wedding date we could not get another dress (though I tried to buy another used dress and asked if Marie G[redacted] would sell me a different dress) and it was to late to take it elsewhere for alteration.  I accepted that the damage was done.  We stopped discussing it with [redacted] because both she and her daughter were only interested in arguing with us and insisting that the "dress was perfect."  It was very clear that they either could not or would not fix the problem so we did eventually give up.  I acknowledged that it was "better," and it was, but never said that it was altered properly.  As soon as we left the store we discussed that while they had made some improvements, it was a shame that the dress could not be brought back to it's original shape.  They worked very hard on my dress, but the shape of the dress never looked like that of the sample that I tried on and agreed to pay for. Now I have the dress back from cleaning and the waist measures 32 inches.  It's no wonder that it was falling off to the point where I was struggling not to trip on it while I was walking down the aisle.
Regards,
[redacted]

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