After posting my review on here, an actual manager reached out and finally resolved the situation. I suspect the reason it was poorly handled before is because the responses were automated pre-composed answers and may very well have been coming from computers or off-site contracted customer service representatives. Katherine went above and beyond to make-up for the alterations department mistake, and even reached out to the other customer who had the same bad experience with the same dress before me. She was prompt and professional, and a has given me confidence in this company again. Thank you Katherine!