Sensory overload! Jam packed with a dizzying array of costumes crammed into overcrowded mayhem. Make sure you give yourself plenty of time and take the offer of HELP... then you will leave with a customized ensemble picked and plucked from all corners of this place. The people on staff really love the inventory and dressing people up. They are knowledgeable and passionate, and opinionated, and want you to leave looking great because they can share the kudos with you. I have been a customer for 7 years now and I love to bask in the compliments I get at the parties. I even had my make-up done there last halloween!
I hadn't yet written a review here until now, but feel compelled to talk them up after a recent visit. One girl was telling the owner about a bad review that had been posted on yelp and hurt her feelings because it was about her. I overheard the conversation and decided to take a peek at the review on Yelp while I was browsing masks.
Then I came up to them and asked lots of questions. Here's what I learned for what it is worth:
1.) Do they dry clean every costume every time? No. And they have never told anyone they do. WHY? Chemicals are harsh on fabrics. Most fragile costumes are preserved longer when machine washed gently. The washer and dryer are on site -- next to the bathroom. If you are going to wash garments gently, you need to first spot clean the trouble spots (lipstick, make-up). If a customer asks to use the restroom and walks back to the racks of nasty filthy costumes next to the washer and dryer, as well as those in the Bathroom, they should be glad to see the evidence of care taken piece by piece. Besides, better to use the employee restroom that be told "no public restrooms."
2) Stains? Yes, some clean costumes that are ready to rent again have become stained over time. Would YOU choose those for a PARTY? No. Would a small THEATRE like to use these historically accurate pieces (cant see the stains from stage)? Yes. A costume shop had several different clientelle they serve, and all the inventory is in one place. There is huge selection for each type of clientele, party goers simply bypass the few stained pieces.
3) What happens if a signed rental contract cannot be found in the file when a costume is returned? Staff person goes to the computer and closes the contract electronically, so the returning customer is not made to wait. If the signed piece of paper shows up later in the wrong file with an overdue date, staff would check the computer to see if the contract had already been closed electronically.
From my experience, when a costume is returned, they simply pull out the signed contract and recycle it. No extra steps needed to create "something in writing."
ON THE DAY WHICH PROMPTED THE BAD REVIEW, the employee said she was alone on a busy Sunday when others had called in sick, and there was a line of people waiting to pay and others needing help, when (AMY K) came in to return over a dozen costumes for a group of friends. Yes, two contracts were misfiled and could not be found, so they were closed out on the computer.
4) The follow-up phone call regarding a $100 fee was for repair of damage, not for cleaning. The owner made the phone call. The costume in question was one of her personal favorites, a couture award-winning gown, normally rents for $175. The client had been given a discount at check-out and paid only $100 rental rate, because the owner was excited to showcase such an amazing piece in public. While out of the shop, the train of the gown had been dragged across rough surfaces, and the fabric had been shredded around the hem area, with snags running up the length of it. The fee was to cover the cost of replacement fabric and labor to repair the dress to its original state.
Technically, these problems need to be pointed out at check-in, and the client charged as they are returning the costume. With the busy day and short staff, the proper inspection did not happen until later. At this point, the contract is moot, but a fair person would be inclined to cover the cost of the repair. The friend of Amy K refused to pay for the repair and said the dress was that way when she picked it up. The small business owner had no recourse at this point, and had to pay for the repair out of pocket.
I told the owner she should make an owner comment on yelp. She said there was no reason for her to engage in negative defensive energy when everything reported was mostly true. So, I made myself a mental note to shed light on the rest of the story for context. And here you go. Hope it helps. read more