I had an extremely expensive dress dry cleaned by your company closer to the start of the year & it was returned to me damaged, with rips & numerous beads/beading missing.
The young lady I dealt with at the Broadway franchise in Glenelg South was extremely lovely & she was beyond apologetic & started the process to get the dress fixed.
I, then waited quite a substantial amount of time, where I received absolutely no contact or correspondence. I, then had to ring the head office where I was told to email a particular address to try & track down what exactly was going on with the whole situation.
Eventually Ms Phillips decided to email me saying she had been getting in touch with Sass & Bide in Burnside & was dealing with the situation.
She sent a long email trying to excuse your company from all liability & that "out of goodwill" she was going to proceed to repair the dress.
I, had to meet at the Broadway branch for a fitting to see what could be done. I was wary to meet Ms Phillips after having a strained email exchange.
To my dismay, I was dealt with quite rudely & passive, aggressively. I tried to reason with Ms Phillips as to how this situation came to be & that your company because they decided to clean the dress, (even without cleaning tags & the like), that it was Karl Chehades responsibility that the dress had come back ruined. If Karl Chehade were unsure about how to clean the dress, then I believe it should have been turned away, untouched.
Not once was I given an apology or did Ms Phillips seem remotely concerned or caring that the repair of the dress & subsequent timeframe that it could be completed in would be very inconvenient for me. I had engagements that I was hoping to wear the dress to.
Not only was I dealt with what seemed to be bordering on contempt, but I was told in no uncertain terms that I was apparently "too poor" to have paid for the dress brand new & that I then had to "prove to her that I had paid for it" before she would believe me. I was shocked, angry & utterly disgusted that this line of conversation had even come up due to the fact that it had nothing to do with the current situation whatsoever.
I expected that if I was a white, more mature woman, that line of insult would never have come up.
In conclusion, I am still not happy with the repair job. I was told that beading would be moved around to cover any gaps where beading had fallen off & that has not happened. There is still a substantial gap on one side of the front of the bodice. I am further, still infuriated about the way I was treated & I have & will never again use Karl Chehade in the future.
I hope this gives you cause for concern over Ms Phillips behaviour & the way she treats customers. If she is your last contact, when dealing with situations of this kind all the time then I would like to suggest maybe someone else needs to deal with customers, because in my humble opinion, Ms Phillips does not seem like the right person for the job in that regard. read more