I wanted to just have a nice simple Chinese dress for my wedding - not even getting a regular white dress, so I looked online, went to a couple different places in Richmond, couldn't find a style I liked, then came to KK because it was so highly rated.
Upon first glance, lots of dresses, really good selection! Friendly service etc. I tried on several dresses, but none that I really like, except for one style, but they didn't have my size. Oh well, ready to move on. The sales lady there, Ruby and owner, Michelle, insisted that they could make one to measure for me. I didn't fit the small or the large, and the large was too much to alter to bring down, and they didn't have a medium in stock. I told them I was looking for one with minimal altering, as I was getting married in 5 weeks time. They said NO PROBLEM. Week of June 14th for sure! We can do it! So I get measured, they say they'll call me, I pay for the dress in full, and off I go all happy.
I have a conversation later with my mother that day, and when I show her the receipt, she says that there's no date or real description on my receipt. I said they've been there for a long time, I'm sure it'll be fine.
So the week of the 14th comes. No call on Monday, I call them on Tuesday - the person who answers, doesn't see my dress. She gives me Michelle's number to call, says to call and ask her. I talk to Michelle, so says "Oh for sure it'll be in this week!" I'm thinking, how do you know that? You didn't check anything. Thursday comes, I call, once again, no dress. I go IN on Friday, as I'm panicking now. I built in a week of buffer, but still! I go in, the lady there, Caterine, says, "Oh it's not here? Call the owner, here's her number. But call after 1pm, as she's sleeping." I'm thinking - why would I call her, why wouldn't you take my number and call me back like you said you would? I'm getting pretty upset now. I wait until 1pm, call her, she sounds disoriented, and just says "It'll be here. When are you getting married? Maybe it'll be here next week. Just check next week."
I call my mother (begrudgingly), and she tells me she thinks I was taken advantage of: shouldn't have paid for the dress in full until I had it in hand...how can they promise it in 4 weeks when other shops usually say a few months? So we go back to the store. Owner still isn't there. The lady working there, Caterine, says to call Michelle: once again, she has a phone there, why am I, the customer, calling her instead of the store? I get a hold of Michelle again, and she says they get deliveries on Saturday from DHL and Monday. We ask her, can you check? Did you even put in the order? Maybe you can get us the order form etc. She says she'll call her 'brother' and check with him. Meanwhile, I'm now desperately trying on other dresses hoping something fits and will look good in the case this doesn't work out, which they didn't even suggest. Half an hour passes, she doesn't call back. Another half an hour passes, she doesn't call back. The person at the shop tells us to call her again: we call. No answer. Twice.
I spent 2 hours there looking for an alternate, and they said maybe on Monday if the dress doesn't come, Michelle can alter something.
If they were unable to to make this time, why would they tell me otherwise? It seemed rushed, but I trusted them. Caterine tells us she'll follow up with us on Saturday, that she'll call us at 3pm regardless to let us know if the dress came in or not. No call on Saturday. Monday, no call. I call them again, and they said: maybe tomorrow! Michelle's not in today! She's not feeling well. I went in AGAIN today: no dress. What a surprise. Not even an apology really. Just excuses and asking when I'm getting married. I had to spend my entire Saturday searching elsewhere for a backup which I ended up buying, not a Chinese dress like I wanted; just a plain dress that didn't look like my regular work attire.
Imagine how upsetting and time consuming this has been. I went here today, still not there, they get me to try something else on last minute, it doesn't fit, it has way too much to alter when I told them I'm leaving town for the ceremony tomorrow - they try to convince me to go to another store next door to find a dress and alter it today! Can you imagine?! I just asked for my money back, and they finally hand me over some cash back to refund my visa transaction, I leave there empty handed, and my entire dress shopping experience soured. I'm just lucky I managed to do some shopping elsewhere on the Saturday for a back up albeit not even close to what I had pictured.
What a terrible way to conduct business: over promising, not accepting blame, and then avoidance. read more