Summary: Original Alterations did not complete a simple hem per my request and now I will have to buy another new pair of pants (and pay to get that new pair hemmed also).
What happened: I took my young teenage child in to have their new Scout pants hemmed. We had just bought the pants new and big enough with room to grow (a Scout is Thrifty).
I asked Original Alterations to hem and keep the extra fabric folded up inside the hem so we could let them out longer as the child grew during puberty. Instead, at pickup I learned that they cut off the excess fabric and made a normal hem (which was not what I repeatedly requested at drop off).
While the hem was clean and on-time, I am now out $64.99 + tax (probably more with inflation when I have to buy another pair next year) for when I have to buy another new pair of pants when my child outgrows the wrongly-shortened legs, plus I'll have to pay for another hemming ($18 + tax) on that second new pair of pants.
Here I was trying to do something extra to make my child feel proud of their final years in their Scout uniform, and demostrate the value of thriftiness. I was also trying to support a small local business.
When I called Original Alterations out on their mistake at pickup, they claimed that what I asked couldn't be done (which they did not tell my child and I when we left the pants to be hemmed after try on). They offered no apology or refund (nor any other type of customer recovery).
Well, just like many experiences in Scouting, this was a learning opportunity:
(1) make sure you have someone repeat, paraphrase, and/or demonstrate exactly what you need if you have a specific request.
(2) if something cannot be done per someone's request, tell them up front, or tell them as soon as you can once you're partway along (and let the customer decide). Do not say "yes" to someone's requests and then either come across as unintelligent (not seeking understanding), incompetent (being unable to do a fairly routine task), or unscrupulous (do what you wish and hope the customer either doesn't notice or has no choice but to pay to get their item back).
(3) If you make a mistake, be empathetic and apologize. Offer some form of customer recovery (e.g., full or partial refund for incorrect services; free next alteration with no expiration, etc.). Sure, mistakes happen--it is your actions afterward that can make a substantial difference.
Original Alterations took their actions and non-actions, IMHO. My action is letting other customers know of our poor experience and choosing to not do business with them any more. read more