We appreciate and want to thank all of our customers' reviews and feedback. We believe it is very important to treat all of our customers with the highest level of service and respect. We understand that everyone has their own point of view and experience, however when I witness unfair statements being made; I believe you have to support your staff.
On June 19, 2009, we received an unfavorable review from a customer named "Zoe W." I felt compelled to respond to this review because I want to strongly defend my assistant who helped her. I (Jin Wang-owner) was at the store at the time of her consultation. I was conducting a gown fitting in the room next to her's, so I was able to hear and witness the entire consultation.
My assistant, who is one of the friendliest human beings I have ever met, conducted herself as usual, with the utmost professionalism and kindness. She made every effort to make it a good experience for this client.
I have addressed a few comments that caught my attention:
1. Customer mentioned: "actively discourage picking out your own gowns to try on"
Regarding the statement about how we "actively discourage picking out your own gowns to try on," is COMPLETLY false! We would never discourage a customer from trying on any gowns. This is a business, why would we do that? It does not make any sense. Our company's philosophy is to display all the gowns on the floor so that all customers can view the collection to pick and choose the gowns they would like to try on.
At the beginning of the consultation, my assistant asked "Zoe W." about her venue and asked what she was looking for in a gown. My assistant then pulled some gowns for her to try on and also asked her if there were any gowns that she wanted try on. My assistant did not in anyway "discourage" this client. If anything, she wanted to "encourage" her to be open minded in trying on gowns. In some cases, several brides are surprised when we bring in a gown that they did not consider initially, but end up falling in love with it afterwards. I am sure you have heard this from many brides.
2. Customer mentioned: "I had to argue"
My assistant never "argued" in any way with this client. Honestly, if I had heard any arguing, I would have immediately resolved the matter. My assistant with her sweet voice just "suggested trying on" these gowns for different elements or parts of the gown that she might like. We like our customers to look at the gowns as individual parts because we can make design changes to our gowns. Customers love how we can offer so much flexibility and appreciate that we are not just "sales people" selling a gown, but we offer knowledge and recommendations.
3. Customer mentioned: "Bra & slips"
Regarding "Zoe W.'s" statements on our bras and slips, my assistant did not force this customer to put these garments on. She simply stated in the beginning it was an option that we provide to our clients. We offer these garments to clients who forgot their own bras or those who are shy. Regarding the fit of the bras, most customers understand that these are for "trying on" purposes, so it may not fit perfectly.
Additionally, I personally examined all the slips and bras myself (worn and unworn) and all of the garments had no stains at all! We inspect all the slips and bras BEFORE offering them to our customers and launder them once they are worn.
4. Customer comment: "Budget"
"Zoe W." criticized my assistant for not asking about her budget. We informed her about our price ranges at the time she made her appointment over the phone. When an appointment is made, we offer customers information about our store, various collections, lead times and price ranges. We like to offer this information so that customers can choose for themselves if they want to schedule an appointment. We want to welcome all customers to try on gowns and enjoy the experience. We never want our customers to feel that they are being "screened" to see if they can afford our gowns. Obviously, if any one of our customers volunteers this information, we always respectfully try to stay within the guidelines. In most cases, brides enjoy trying on variations of gowns, just to have fun!
I hope our future customers will see that we have earned our reviews on Yelp. By the way, we do not pay for any service from Yelp. Additionally, on The Knot we were awarded "Best of Weddings for 2008 & 2009." We are very proud of this accomplishment and want to continue providing our customers with the best level of service. No, we are not perfect but we strive to do our best and we care about our customers. Please come in and experience this yourself. read more