PSA - NIGHTMARE EXPERIENCE - COMPLETELY RUINED MY DESIGNER DRESS AND WILL NOT TAKE RESPONSIBILITTY FOR IT
Purchased a dress and wore it once to a wedding (dress was brand new, no damage). The dress was inspected when I handed it in, I was charged a premium due to some of the dress detail and told it would take longer than usual. The lady that served me was particularly unpleasant but I put it down to being a busy Saturday.
Received a phone call during the week saying that I had to come into the dry cleaner to collect the dress. I explained that I worked full time and it would be difficult but would I try, could they please explain the issue over the phone (which they refused to do).
On Saturday I went into the store where I was told to wait and other customers who arrived subsequently were served before me. Eventually, someone came out and showed me the damage on the dress - multiple black stains on the back and front, a pull in the front, and the texture of the dress completely changed (as if it had been washed).
The staff member then tried to explain that this was actually my fault because of a tag on the dress (which they failed to identify) and that they could attempt to fix it but could not guarantee the black marks would come out (I would have to sign off that I accepted they had no responsibility if the stains didn't come out).
I looked at the dress and it was clear from the now rough fabric texture of my dress that they had already tried to remove the stain already unsuccessfully because there was a pull in the fabric in the front of the dress due to rough handling and I had never washed the dress (only worn for a few hours one evening). I declined.
The staff were particularly rude and accusatory stating this was my fault. I told them they would have to pay for the dress (I had a receipt and the dress was so new it was still in stock).
They refused and said there was nothing I could do and would have to come back and speak to the manager. I returned again the following Friday. The Manager was not in (and had made absolutely no attempt to contact me during the week). I was not offered an apology.
I am in complete disbelief that:
a) they had ruined an expensive dress I had worn once. I handed it in perfect condition and the dress was inspected in front of me
b) that they could be so rude to customers - even an apology would have gone a long way, one staff member even yelled over me
c) that they made no attempt to remedy the situation (the stains were never coming out and getting me to sign off on another attempt to clean the dress was clearly an attempt to absolve themselves of the damage caused to my dress.
Unfortunately, I have to go through the exercise of reporting this to the various authorities - more out of principle than anything. I was able to photograph the dress before I handed it in, the damage to dress and then record the staff treatment toward me (literally yelling over me). read more