I was SO excited for Franklin to finally get a formal dress shop! I loved that it was a local mom/daughter team ownership instead of a franchise. I was ready to "support local!" I took my daughter to get her dress for Homecoming. The experience trying on dresses was great. They have a HUGE selection. We found the dress, but needed it in a different color. So, they ordered her dress new, and I picked up about a week later. Lesson learned... always try the dress on before leaving with it. 3 days before the HOCO dance, my daughter tried on the brand new dress. It had some deep wrinkles and there was definitely something wrong with the hem. (Keep in mind, this is a $430 dress, after tax, so this isn't just a cheap little dress). I called about it, and they said for me to steam it at home. I asked if I could bring it in for steaming if my steamer didn't do the job, and she said yes. So, I brought it in today since I couldn't fix it, and they right away saw what I was seeing...and so did the other moms there with their daughters. The employee tried steaming it straight twice to no avail. In my opinion, the bad hem made the dress look cheap. She asked me if I could sew and fix it, but I haven't ever worked with sequins. I asked if they had an emergency seamstress to fix it. She called a lady in Green Hills that agreed to fix it today. But, the employee didn't offer to cover the cost of alternating the dress!!! Being the old-school customer service girl that I am, I finally piped up and said, "Am I going to be the one responsible for the cost of this bad hem?" She told me to wait there for a moment. The employee went to the co-owner, and the co-owner agreed to cover the cost of fixing it, but I should have never had to ask! I look at another mom and she even said to me, "you shouldn't even have to ask." So, I wasn't out of line, I feel. I stayed calm, kind and even smiling. I gave them every opportunity to make things right without a fuss the entire time...to treat us with some real empathy and kindness... but, that's not what we got. What we got were fake smiles and cold answers. I thought on my way out I would give the co-owner one more chance to apologize or ANYTHING that remotely felt like better customer service. I look at her directly, smiling and say with nothing but kindness, "Thank you for making this right," but all I got back from her was a pursed lip smile nod that made it obviously she was not happy with me and did not care about my daughter or her dress. That is so sad because I have 8 years of many formals in front of us, but I won't be back there. From now on, we will take our business to Spring Hill formals, Special Occasions in Greenfield, or any of the places in Nashville. So, here I sit in my car in Green Hills waiting on the hem fix just 6 hours prior to the dance. I am just SO THANKFUL that someone was able to alter the dress last minute. I am also thankful Glamour agreed to cover the cost of the fix, I just wish it didn't come with attitude and snootiness from the co-owner. read more