We were incredibly disappointed with our overall experience. Unfortunately, the level of service…read moreand professionalism we encountered fell far short of what we expected. We began with such excitement among us and brought a bridesmaid, grandmother and it was such a bummer of an experience. We paid for the extended time with Champagne (which was never opened).... Here is why it was horrible customer service....
From our very first appointment, there was significant pressure placed on my daughter to purchase a dress immediately. While the consultant did listen to her preferences and selected several beautiful gowns for her to try on, the sales environment felt overwhelmingly focused on securing a purchase rather than allowing her the time and space to make a thoughtful decision. Now we understand why....
While we were purchasing the dress and after, my daughter expressed uncertainty. Within an hour of leaving this place, I called to explain that she was still on the fence. At that point, the dress had not yet been ordered or fully processed, but our request was met with an immediate and inflexible refusal, by the owner. While I understand and respect that stores must have policies, the response lacked empathy and any willingness to work with us. The salon's policy of offering only store credit and no returns left us feeling trapped in our decision rather than supported through an emotional and significant purchase. We were ultimately left with store credit and a great deal of disappointment. They threw in a very small credit towards alterations - once again locking us in...
Unfortunately, that was only the beginning...
Another frustrating aspect of our experience was the alteration appointments. For every visit, we were required to wait outside until the exact appointment time, regardless of the weather. We stood in pouring rain for one appointment and 90-degree heat for another, despite staff being inside, watching us, and a waiting area sitting empty. On one occasion, Lana, who handles alterations, saw us standing in the rain and kindly invited us inside. Her thoughtfulness and courtesy stood in stark contrast to the rest of our experience. Unfortunately, the appointments were rarely on time. During one visit, we waited 13 minutes outside and then another 25 minutes inside before being seen.
The atmosphere among the staff was also disappointing. There was a noticeable amount of gossiping and whispering within earshot of customers, which felt unprofessional and uncomfortable. It often seemed as though conversations with clients were being forced out of obligation rather than stemming from a genuine desire to provide exceptional customer service and create a positive experience.
Choosing a wedding dress should be a joyful, memorable, and special experience. Sadly, our experience was marked by pressure, inflexibility, and a lack of customer care. We remained polite, friendly, and accommodating throughout the process, which made the experience all the more hurtful and disappointing.
The one bright spot was Lana. Her alterations work is exceptional, and she consistently demonstrated kindness, patience, professionalism, and expertise. She provided the level of care and attention we had hoped to receive throughout our entire experience. Thank you, Lana, for your outstanding work and compassion. Congratulations to the store for hiring ONE exceptional person.
My advice to brides - go some place else. I love supporting small business but will NEVER recommend this one to anyone who will ask me my opinion.
