This by far was the worst experience/service my sister (the bride) and the rest of the family have received. The owner, Emily, is racist, classist, and body-shamed the bride.
On Thursday, I made the appointment for my sister. I was told there would be a fee of $35 since it was the weekend. The person on the phone asked me if I wanted to book the appointment online or over the phone. I thought it would be easier over the phone. I gave her all the information and set the appointment for Saturday, April 11, at 12:00 pm.
We got to the appointment; however, we were late due to the weather. It was pouring rain, and as soon as my sister (the bride) and my mom walked in, Emily (the owner) said, "Oh, you're late."
She goes on to talk to the bride about what type of dress she wants and what her budget is. My sister lets her know it's a short courtroom wedding and has a certain budget under $1000, and her size is bigger. As soon as she said that, her whole demeanor changed. She guided her to a dress that was in her price range, but my sister didn't gravitate towards it, mind you this was the very first time my sister ever tried on a wedding dress. The rest of the family there tried showing different styles, but Emily kept saying it was not in the price range. She would walk away while the bride would look at dresses, and then come back later, very interested. She didn't try to reassure the bride about the dresses or try to talk about different styles. She was very short, and by her body language, it was obvious she did not want to help at all.
My sister ended up picking a few dresses, and one family member asked if she could get champage, and Emily rudely said: "No, that's for VIP appointments only." The family member asked, "Are we not for a VIP appointment? Emily replied, "No, you are a normal 30-minute appointment". I was very confused since the lady on the phone never specified that there were different types of appointments or the length.
In the end, my sister insisted on leaving after trying on a dress; she left the store crying! The bride was crying! She felt very uncomfortable around Emily. She felt that she was being judged because she needed a bigger dress, and her budget was on the lower side. As we were leaving, Emily stayed behind the register and didn't even talk to the bride; she offered a pathetic goodbye. We all stood outside the store as my sister cried, saying she felt bad and just wanted to go home. Can you imagine how we all felt? This person made the bride feel uncomfortable and many other emotions on a day that should have been filled with happiness
That is when we (my two other sisters and I) went inside and asked for a refund. She was very rude giving the refund, we tried to tell her that my sister was crying and that she did not like the service she provided at all. Emily just looked at us and gave a pathetic "I'm sorry that she feels that way." Then we continued to let her know that she could have reassured the bride, and that what she was saying about appointments was never communicated to me over the phone. She then said people make appointments online and read before choosing. To which I replied, "Then why offer to make the appointment over the phone? You should let people know to check the website for an appointment," She then replied, "When people make appointments over the phone, we assume they want the basic one."
What of business assumes the customer wants, they should be transparent whether it's online or over the phone.
She then rudely interrupted, put her hand in my face, and asked if I still wanted the refund.
At that point, my other sister got upset and told her that we wanted the refund and that she should not be rude to customers and provide better service. We asked for the manager, and she said she was the manager, then she said that she was the owner. My sister said that if she could get her card, Emily declined to give her any information. We then said we would be leaving a negative review of our experience, and she said, "Go ahead." She then kicked us out of the store. All of this was happening while another employee was sitting at the register, seeing it all, and remained quiet the whole time.
Don't come here, it's very unprofessional, and as people of color, we felt very targeted and unwelcome. Emily, the owner, needs to work on being inclusive of every color, shape, and size, regardless of income. She also needs to work on accepting critical feedback. read more