I am sorry to say that I had a very poor customer experience that ended my relationship with this tailor. When you order a suit and it arrives late as well as completely wrong as to the lining material, the wrong thing to do is to ask the customer to accept it as is in return for a discount on the following order. People do not pay this kind of money for a swing and a miss. The customer pays you to get it right the first time or to make it right, not to take a chance on the next order at a cut rate.
When you promise the customer that you will order materials to correct the problem quickly in house and it takes several weeks, the customer starts to wonder if you simply returned it to China or wherever it was manufactured for a complete re-do on their tab.
When you finally give the customer a confirmation much later that your error has been corrected (in house) and he shows up to find the exact same error repeated (plus the cuffs seem to have now disappeared from the trousers) and you then berate the customer for various things such as questioning you on the material you have still not used, it does not set well with the customer. That is especially true when you have promised the eye of the tiger and have done less than nothing. When you then promise the customer a 10% discount on this order for having gotten it wrong twice, it does help a little. That is a very appropriate gesture. At this point, both owners of the business have overseen a botched order iteration.
When you take forever to fix your several errors and the customer does not have enough faith in you to pick up the suit hours before his flight, and then you wonder why he didn't have faith in you to come through, it strains the imagination. The customer returns (at his convenience and leisure, not yours) a few weeks later after his two new suit-less trips having take what he has. When you berate the customer more at this point and want to sell him some shirts to boot, it is not good form to get offended and ask the customer why he is not in the right frame of mind to place an order at this point. Maybe he wants to see you make good on the current order and show yourself to be a stand up guy first.
When the customer inquires about the richly deserved discount that you offered, it is incredibly bad form to tell him you never made such an offer. This begs the question of "why didn't you offer some sort of consideration for your several significant mistakes and total lack of QA/QC?" and insults your customer's integrity at the same time.
When you go one to complain that you might lose money if you honored such an offer given two complete cycles of the same fundamental error, you tip your hand as to what your real reason for amnesia might be.
When you go on to blame your son (a co-owner), your customer, and various other things, your are gas lighting and projecting at a very inappropriate time, if there ever is one.
When you berate your customer for finally getting irate, and then act offended when he suggests that maybe you should focus on protecting the profits on future sales that you might never see at this point, it shows disrespect to your business, to your son, and to your likely to become a former customer at the same moment.
When your customer simply decides that he is not going to argue with you about his own integrity, pays you in full, and leaves your establishment never to return, you have made a poor business decision. You have been really very childish and unprofessional in your treatment of a customer.
Also, when the customer that you have disrespected so mightily had actually brought in a prospective new customer with him for his final insult, essentially giving you the benefit of the doubt after your string of fundamental and repetitive errors, only to have them witness you craw-fishing on the discount you offered (and definitely should have offered) to make things right, sees you deny having made such an offer, and sees you tell the customer that he did not even deserve such an offer apparently, you should not wonder why the prospect walked out the door with your newly minted former customer without any other inquiry as to giving you any of his own business.
In conclusion, this is how you lose a returning customer in spectacular fashion. Mess up the order several times, don't even do a quality check to see if the error has been fixed when you repeatedly bring him back, and then call the customer's integrity into question several steps along the way. When your customer gives you this many chances and you don't grab them thankfully, there is something very wrong. Why would anyone go back?
There seems to be a stream of similar reviews about this establishment, along with some uniformly lame excuses or rebuttals from management. That does not bode well either.
The place does have a nicely stocked bar out front. However, this reviewer will not be accepting a drink from this tailor at this point. read more