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| - I should have paid more attention to Brittany N.'s review. The summation of her review was: she was treated poorly, and no compensation was made for the mistake that the salon made. No proper apology, just the customer being punished for the salon's own bad business.
In my six years of being a Yelp elite, I have only given 16 establishments 1 star. That means that about 3% of my reviews get 1 star. I always, always let the business correct their mistake before I write a review, because I believe mistakes can be corrected. Most businesses do value customer service, especially when they are in a competitive market at a high price point.
The owner of Sash & Bustle, Vanessa, not only did nothing to correct the bad business decisions she made, but she actually treated us worse as time went on.
First, I will briefly describe my actual experience trying on dresses (something Vanessa asked me to review when I let her know that I was going to be writing a review). My consultant kept answering phones and greeting guests and disappearing from the consultation. Charlie pulled a dress for me and asked if I liked it, I said yes. When I came back to the change room, it was gone. She said another bride had taken it and was trying it on. Even though I ended the appointment with over 20 minutes left, I never got to try that dress on again. There was no explanation, I even asked where it went, just that the other bride took it. In general, this was already a subpar experience, especially compared to the high level of customer care we received at Kleinfeld's (which surprised me, a big box shop being better than a boutique).
At the very end of the consultation, my mom slipped in their store. They have beige hardwood, and a beige carpet, and a small step, so if you miss it, you slid with your socks and can fall. I know other people have fallen because all the sales women ran over and said, "Oh, we've fallen there, we always knew someone would fall there!" etc. (They make you take off your shoes)
After we left (when my mom could finally stand up, with ice), the salon never called up to check on us. I called them, and they called me back, and then Vanessa said, "Oh I was just calling to see how your mom is doing!" as if she'd initiated the calls. She then said she'd "never been through something like this" in her personal or professional life - uhm, I've also never heard my mother scream like that before either? She said, "What do you want from me?" and I said I had no idea, and she said she wanted a day to think about it. It was always about the legality of this issue for her and never about us as customers. She made my mother take out time for her own personal life to meet with her insurance, to, "cover my own bum". When I expressed my displeasure at how we were being treated, Vanessa just said we could always come back in as they are "all things bridal" - i.e. feel free to stop by anytime and drop $4000 and don't let the harrowing sound of your mother screaming at the top of her lungs deter you.
I work at a place where customers have injured themselves and we go above and beyond to make them want to come back. I am letting all the brides out there know that you should read through the reviews to this salon and realize you have tons of choices out there where you may want to spend your thousands of dollars...places that run like a proper business. A good response would have been, "Come back and we will have a do over and make your experience great!" No cost to them, just common business sense. Good luck to you, S&B.
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