Uniquely Yours

November 19, To Whom It May Concern; I am replying to the complaint filed with your office on November 14, I am not the least surprised to know that she has filed a complaint, due to the fact that she stated that she would, but I am surprised to know that she filed it prior to the time she stated to my employee that she would She spoke with my employee on November 13, and stated that if she did not receive a phone call from me by Monday, November 17, that she would contact your office My employee informed her that we were closed on Mondays and at that time complainant extended the time until Tuesday She asked what time I would be in on Tuesday and my employee informed her that she did not know At this time, the complainant was very rude to my employee and stated that it was stupid that she did not know what time I would be in My employee then told her that the business was open at 10:a.mand that the employees would be here at that time I have very competent employees to be at the business and as the owner, I do not feel that I need to be here at all times.Please be informed that my employee that complainant refers to never gave her the run around She simply told her that she would give me the message that she had called and that I would return the callIt is my understanding that the complainant was very adamant when my employee could not give her a date nor time when I would return the callComplainant forwarded me an email at 1:p.mon November 14th at which time I responded at 4:p.m She then emailed me again at 8:p.mand was thanking me for replying to her email which at this time she had already filed her complaint with your office I will forward these emails to your personal attentionThere are contradictory statements in her complaint First of all, she stated that all of the bridesmaids paid on the 20th of September with the exception of one Two of them paid on September 30th and the other one paid on October 15th These bridesmaids had to be contacted by my employee and reminded that payment needed to be paid in order for the dresses to be ordered and delivered on time Numerous calls had been placed to the bridesmaids and bride during this time Secondly, complainant stated that she has been waiting on a call back from me for three weeks She spoke with me three weeks ago and in our conversation I advised her to try to make amends with the family that she was having issues with before she cancelled the order for the dresses At this time she said she would think about it and call me back She called me back a week later and left message with my employee that she has decided to cancel the wedding plans and she would be going out of town to get married I was not in at the time that she called and my employee took the message and relayed it to me when I got to the store Thirdly, my employee has not been giving complainant the run around and has acted in a very professional manner As I stated earlier, my employee would take the message that complainant had called but was repeatedly questioned when it would be that I called her back and my employee was dumbfounded and put on the spot My employee repeatedly explained to her that there were days that we were short handed on employees and a couple of times when she called, I was either waiting on a customer or on another phone line A time or two when she called, I was merely not in After viewing the surveillance system, it was noted that my employee did not hang up on anyone She at one time merely had to tell the complainant that she didn't know what to say and that she was not being rude but she was fixing to hang up and to have a good day After complainant continued to repeat her self time and time again, therefore, my employee had no choice other than to tell her goodbyeMy employee informed complainant that someone would be in touch with each bridesmaid about the refund and complainant become very frustrated and irate at that timeShe could not understand why we would want to talk to the bridesmaids and it was explained to her that they were the ones that had paid the money and that after we talked with them all, that we would call her and explain what decision I had made on the refundAt the time when we contacted the bridesmaids, we were informed by a couple that they had not been contacted by the bride about the wedding being cancelled We were also informed that the complainant had told the bridesmaid, that had not paid, not to call us and make payment so that the dresses could not be ordered During this time, my employee had been calling the bridesmaid and complainant about paying so we could order the dresses and was never told that the wedding had been cancelledMy contract that each bridesmaid signed states the following: "All Sales are Final Due to the special nature of our merchandise, no refunds, returns or exchanges can be made Deposits, whether full or partial, are Non-refundable or transferable." I was legally informed that due to the contract signed by the bridesmaids, that I was not required to refund the moneyPlease be informed that I had expenses associated with each bridesmaid which consisted of having extra employees working on September 20th in order to be able to assist the bride and bridesmaid in a professional manner Since such date, I have paid commissions, sales tax and credit card fees on each amount paid by the bridesmaids I elected to deduct these expenses from the amount paid by each bridesmaid and refund the net amount to her, each individually Please be informed that the refunds were processed on November 15, and I made a phone call to each bridesmaid explaining the amount of the refund and gave each one an option of a store credit of the full amount originally paid by them or a refund of the amount paid less all expenses paid Each agreed on the refund and were very understanding of the amount of the refundI am very sorry the complainant was not happy with the procedures we had to followI run my business as fair and legal as possible and I know that does not always make people happyI thank you for your time in reviewing this matter Sincerely, [redacted] Uniquely Yours Bridal

I placed a wedding gown and veil in layaway for my daughterI purposely chose layaway because I was told that as long a the items never left the store, that they could be returned to stock and I would be refundedI went into Uniquely Yours today, to cancel the layaway, and was first told that I would be charged a $restocking fee, then the remaining 200$ would be refunded as a store credit, which expires in monthsThis conflicts what I was told at the time of purchaseI have no need or use for a 200$ store credit that sells formal wearI spoke to the store owner, Pam S*** to no availUse caution when doing business with this place, especially if there is any chance you might not need the itemsThe customer service is very poor

Our policy is prominently postedThis tux was reserved for this customer and could not be rented to anyone else. Once a tux leaves the shop there is no recourseWe had to prepare this tux for THIS customer, and when it was returned we had to put it through a cleaning process the same as any
other tux that had left the storeRegardless of how long it had been out of the store we still had to clean it before renting it to someone else, consequently because it was not returned until Friday we were unable to re-rent it for that same prom weekend losing us moneyMrs ***'s grandson was the one who rented the tux, and this was the second time he had rented one from us in a two week period, so was well aware of our policy as he was told it in addition to having it prominently postedWe did what we committed to do, and it is beyond our responsibility if the boy chose not to wear the tuxThis was explained to the customer on the phone but she still came into the store demanding we reimburse herPam *** c-owner tried to resolve the issue by going against store policy and offering her an in-store credit, to which she began threatening her with courtMs*** asked her to leave the shop

November 19, 2014
To Whom It May Concern;
I am replying to the complaint filed with your office on November 14, 2014. I am not the least surprised to know that she has filed a complaint, due to the fact that she stated that she would, but I am surprised to know that she filed it...

prior to the time she stated to my employee that she would.  She spoke with my employee on November 13, 2014 and stated that if she did not receive a phone call from me by Monday, November 17, 2014 that she would contact your office.  My employee informed her that we were closed on Mondays and at that time complainant extended the time until Tuesday.  She asked what time I would be in on Tuesday and my employee informed her that she did not know.  At this time, the complainant was very rude to my employee and stated that it was stupid that she did not know what time I would be in.  My employee then told her that the business was open at 10:00 a.m. and that the employees would be here at that time.  I have very competent employees to be at the business and as the owner, I do not feel that I need to be here at all times.Please be informed that my employee that complainant refers to never gave her the run around.  She simply told her that she would give me the message that she had called and that I would return the call. It is my understanding that the complainant was very adamant when my employee could not give her a date nor time when I would return the call.
Complainant forwarded me an email at 1:20 p.m. on November 14th at which time I responded at 4:31 p.m.  She then emailed me again at 8:09 p.m. and was thanking me for replying to her email which at this time she had already filed her complaint with your office.  I will forward these emails to your personal attention.
There are contradictory statements in her complaint.  First of all, she stated that all of the 6 bridesmaids paid on the 20th of September with the exception of one.  Two of them paid on September 30th and the other one paid on October 15th.  These 3 bridesmaids had to be contacted by my employee and reminded that payment needed to be paid in order for the dresses to be ordered and delivered on time.  Numerous calls had been placed to the bridesmaids and bride during this time.  Secondly, complainant stated that she has been waiting on a call back from me for three weeks.  She spoke with me three weeks ago and in our conversation I advised her to try to make amends with the family that she was having issues with before she cancelled the order for the dresses.   At this time she said she would think about it and call me back.  She called me back a week later and left message with my employee that she has decided to cancel the wedding plans and she would be going out of town to get married.  I was not in at the time that she called and my employee took the message and relayed it to me when  I got to the store.  Thirdly, my employee has not been giving complainant the run around and  has acted in a very professional manner.  As I stated earlier, my employee would take the message that complainant had called but was repeatedly questioned when it would be that I called her back and my employee was dumbfounded and put on the spot.   My employee repeatedly explained to her that there were days that we were short handed on employees and a couple of times when she called, I was either waiting on a customer or on another phone line.  A time or two when she called,  I was merely not in.   After viewing the surveillance system, it was noted that my employee did not hang up on anyone.  She at one time merely had to tell the complainant that she didn't know what to say and that she was not being rude but she was fixing to hang up and to have a good day.  After complainant continued to repeat her self time and time again, therefore, my employee had no choice other than to tell her goodbye.
My employee informed complainant that someone would be in touch with each bridesmaid about the refund and complainant become very frustrated and irate at that time. She could not understand why we would want to talk to the bridesmaids and it was explained to her that they were the ones that had paid the money and that after we talked with them all, that we would call her and explain what decision I had made on the refund. At the time when we contacted the bridesmaids, we were informed by a couple that they had not been contacted by the bride about the wedding being cancelled.  We were also informed that the complainant had told the bridesmaid, that had not paid, not to call us and make payment so that the dresses could not be ordered.  During this time, my employee had been calling the bridesmaid and complainant about paying so we could order the dresses and was never told that the wedding had been cancelled.
My contract that each bridesmaid signed states the following: "All Sales are Final.  Due to the special nature of our merchandise, no refunds, returns or exchanges can be made.  Deposits, whether full or partial, are Non-refundable or transferable."  I was legally informed that due to the contract signed by the bridesmaids, that I was not required to refund the money.
Please be informed that I had expenses associated with each bridesmaid which consisted of having extra employees working on September 20th in order to be able to assist the bride and bridesmaid in a professional manner.  Since such date, I have paid commissions, sales tax and credit card fees on each amount paid by the bridesmaids.  I elected to deduct  these expenses from the amount paid by each bridesmaid and refund the net  amount to her, each individually.  Please be informed that the refunds were processed on November 15, 2014 and I made a phone call to each bridesmaid explaining the amount of the refund and gave each one an option of a store credit of the full amount originally paid by them or a refund of the amount paid less all expenses paid.  Each agreed on the refund and were very understanding of the amount of the refund.
I am very sorry the complainant was not happy with the procedures we had to follow. I run my business as fair and legal as possible and I know that does not always make people happy. I thank you for your time in reviewing this matter.
 
Sincerely,
[redacted]
Uniquely Yours Bridal

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
I am just gonna close this case out due to the email I just read from the Owner of Uniquely Yours. She is gonna take up for her employee no matter what and everything in the email she sent was not true, she twisted the story to turn it on me. However, I'm done with this situation and definitely done dealing with Uniquely Yours, so just please close this case so I don't have to see or hear anything else from her. Thanks again.
Regards,[redacted]