I wanted to give a 2 star review, but truly believe that 1 star is appropriate given the level of energy I had to exert, due to their lack of customer service.
Background: I brought my wedding gown here almost 3 years ago and they did a phenomenal job, so I brought 6 curtain panels to have 2" in length added to each. 2 panels were velvet green (not cheap) and 4 panels were sheer white from HomeGoods. They did a great job on the velvet green, perfect, now on to the sheer white...
I brought the white panels into the shop in the original packaging from the store, brand new. When I received these 4 panels back there were snags on every single one, making them shorter on one side than the other. In addition to that, the curtains were not extended by 2", they were about a half inch longer, resulting in tacky short curtains, which was the whole point of me brining them in. One panel had a weird brown stain on it and another had some black spots on it, again they were brand new in the packaging.
Here's the sad part: I wasn't going to say anything to the shop because historically some ethnic groups are racist towards Black people and I knew the customer service wasn't going to be good, but I tried my luck anyway. I called and was told to them bring in, so I did.
He denied culpability stating there's nothing in their shop that could've caused the stain AND the curtains must've been snagged by the manufacturer. I asked to be made whole and I gave an option of a refund of the $40 for the work they completed or $20 (price of the panels from HomeGoods) and he denied both. He gave plenty more excuses, so i asked again and he said no, so I said I would leave a review and his response was "DON'T MESS WITH MY BUSINESS" it sounded like a threat, but I brushed it off. The entire time I was there, I stated I wasn't angry (because of course, stereotypes, so I had to mitigate any tension that was going to come my way. I stated twice that I came with my gown and they did a great job then.) but that I just wanted a refund. So I leave after saying I'm going to leave a review and he asks me to come back (suddenly he has a change of heart). He gives more excuses after asking me to come back into the shop, I ask "are you going to refund me the $20 (still losing out on $40, mind you)" and he hands me $20 and says "if anything happens to my business, then you and I have a problem" whilst pointing to himself and me. To be sure I understood correctly (masks + language barrier) I said "can you say that one more time" and lo and behold he said it again! I told him "that sounds like a threat" and I left.
Summary:
-no accountability
-poor customer service
-he offered to have them cleaned but that didn't solve each issue
-threatening behavior
Update since Alice is commenting as if she were there, here are my recommendations for customer service improvement:
1) If the stains & snagging were there prior to them working on my curtains then why didn't they call me prior to completing the work? Since they write down phone numbers on the items. That would been an excellent time to encourage the customer to exchange for a different set, but my reasoning suggests they didn't do this because THEY CAUSED the stains & snagging.
2) If the stains & snagging were there prior to completing the work, then why didn't they mention that when I came to pick my curtains up instead?
As a fellow business owner, I encourage you to use your critical thinking skills before replying to customers. Be blessed, Alice. read more