I dropped off a wedding dress at the NMB Lapels location on February 12, 2020. I dropped the dress off knowing that the preservation process was not going to be quick and all I was told was that the dress does not get preserved at that location and that they send it off to get done at the warehouse. On March 18th, I contacted Lapels to check in on a separate garment, my husbands tux. It was ready and the pick up process was smooth. The garment was clean and I have no complaints. BOOM. Covid 19 happens. I completely understand that now there is going to be a delay in obtaining my wedding dress that I dropped off in February. FAST FORWARD to May 21st. The business in the area are opening and I call to ask about my wedding dress. I was told that the current girl working was not the usual person there, but she looked and said my dress was there. She then called me back to say, "Sorry I thought we had your dress here, but this isn't your dress. We should have your dress in by June 5th. I said great, thank you, I'll pick it up June 5th. On June 5th, I attempted to contact the business, but there was no answer. On June 6th, I attempted to contact the business, but there was no answer. I panicked and thought that the business had closed due to the pandemic and drove to the location. They had posted different business hours. So today, Monday June 8th, I contact the company about my dress. They stated that the dress was not there and that they had no idea when the dress would arrive. I asked if I could just have my dress back at this point since it has been such a long time and I am ready to have my dress back. Joy, the lady I spoke with at the NMB location stated that she had no control over getting the dresses and that Kanisha, an employee at the MB location, was in control of that. I asked Joy where does the company send the dresses to get preserved. She stated that she did not know the name of the place that they send the dresses to get preserved. I was very disturbed by the lack of information I obtained from Joy. I then contacted Kanisha at the MB location. She stated that there was delay due to covid. I told her that I understood the delay, and I would just like to cancel the preservation and get my dress back since there was such delay. She stated that the dress was already at the warehouse and that she would have to call that business to see about getting the dress returned. I then asked Kanisha what company they send the dresses too. She stated that she did not know the name of the company. I was then very concerned. How do two people working at a business not know where they send the most valuable item, a wedding dress? Kanisha stated that she would have to look in the catalog to determine the name of the business. She then said the company was called Wedding Gown Preservation and it is located in NEW YORK! I had no idea that my wedding dress was getting sent to New York. This information was never disclosed at drop off. I asked her if I could have a contact number for that business and she stated that she could not give me the number and was not authorized to disclose the number. She said she would call and then let me know what they said. I was not pleased with that. This made me feel like something very wrong was happening. I am now in a panic and need to get on the phone with someone who can say yes we have your dress and it is safe. I googled Wedding Gown Preservation. I spoke with Mary and was given the serial number to reach out and check on the status of my dress at any time. WHEW! After speaking with Wedding Gown Preservation, I received a call from Kanisha. She stated that whomever she spoke with said that the dress would be done in 6 weeks. I told Kanisha that I had also spoken with the company. Kanisha then tells me that I just spoke to customer service and she spoke with a direct person. I felt that I had gotten more answers from this "customer service" person than I had received from any of the employees at Lapels. I finished my conversation with Kanisha by telling her that I felt that there had been a great lack of communication between Lapels and myself. I had not been told that my dress was being taken to New York. I had not been told about any closures, delays, or re-openings. I was given the date of June 5th to pick up my dress and that did not happen. I was not informed that this date had been pushed back. Kanisha ended the conversation between us by hanging up.
I hope that in 6 weeks when I hopefully receive my dress that it is perfect. After speaking with Mary at Wedding Gown Preservation, I felt comfortable with the hands that my dress was in. But what I do know, is that I am not comfortable working with Lapels ever again. The employees are not knowledgeable, they give pick up dates that are incorrect, and are not informative in any way. I hope that this review gives the chance to be seen by the owner so that they can make some positive changes in their business. read more
