**CUSTOMERS BEWARE***
Unfortunately, I am giving Custom Tailors a dismal 1 star ( because of a recent incident. I've taken several suits and suit dresses here over the past year and a half. Two weeks ago I dropped off a $179 suit dress (okay, full disclosure, I got it on sale for $120) so the hem could be taken up and the sides let out a bit. It was a brand new dress, never worn-- I put the dress on in the shop so they could mark where the new hemline should be. The dress was spotless. When I came back to pick up the dress a week later, I was informed that they hadn't done any work on the dress because "a few spots" had mysteriously appeared right on the front of the dress, about 4 inches above the existing hem.
This is where the terrible rating comes in. Accidents happen, and I'm okay with that. It's what happens next that matters to me.
Jung was rude and dismissive to me in the store and said that clearly I'd brought in a dress that had a stain on it. I told him that neither he nor I saw the stain when we were marking the dress up (despite is being very dark on a light gray dress and very noticeable, specially in front of all those mirrors), that this was not a mystery, and that the stain had appeared while under their care. He just ignored me and kept looking at the stain and feeling it, saying, "But I think it will come out." I told him that no tailor would ever have accepted a stained garment without a customer's acknowledgment of it. I asked him if that was true, or if he thought he could have missed that stain while marking the new hem line and pinning the dress. He refused to answer, and instead repeated his line about the stain probably coming out with dry cleaning. So I asked him what his solution was. He said I needed to take it to the cleaners. When I said that I shouldn't have to pay the cleaning charge, he said, "I'm not a dry cleaner." Amazing. I pressed him for a solution-- after all, I'm a pretty frequent customer-- and he finally said, "I guess I'll refund you, but I think it will come out." I'm sorry, stain or no stain, was there ever a question as to whether he'd refund me for work he didn't do?
I left the store and immediately took the dress to Alex's dry cleaning and alterations just around the corner (they also do great work, but they're more expensive). She felt the stain and told me it was super glue. SUPER GLUE. So no chance of it coming out, but they'd try. Then she looked at the dress and the chalk markings for the would-be new hemline and said that, even if the stain didn't come out, the dress was salvageable. What?! Apparently there would be enough fabric to double hem the dress, so long as I didn't mind there being a band all around the bottom of the dress (i.e., a seam about 5 in above the bottom of the dress all the way around). There was already a similar band at the bust line, so I actually thought it was a genius and aesthetically pleasing idea.
I picked up my dress yesterday, and it fit great and the new banded hemline looks good. It's not the dress I bought and she had to take the hem up a bit higher than I wanted to make it work, but it's better than me being out $120. She said they'd tried spot cleaning the stain before tackling the hem, but it didn't come out.
So all in all, Custom Tailors gets 1 star not for an unfortunate accident, but (1) for terrible customer service and complete refusal to take responsibility for their mistake, and (2) for a lack of expertise to be able to present a longstanding customer with a suboptimal but better-than-nothing solution to a problem they'd caused.
Needless to say, I won't be returning. If you're going to go to this place, take pictures of your clothing when you drop it off, as they can't be trusted. read more