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| - Disclaimer: This is solely based on my customer service experience
My best friend, (the soon to be Bride) lives in Vegas so on a trip out there for New Years we stopped in to make the final decision on my dress. We decided on a strapless cocktail dress in charcoal. The associate made me feel a little uncomfortable about my dress size, I'm 5'3 and have hips, but I'm not very top heavy. Definitely makes trying to to squeeze in certain sizes a nightmare. So I think the associates need to learn to be more tactful. I appreciate blatant honesty more than most, but I'm a potential client buying a dress for a VERY significant event. If they absolutely find the need to offer criticism, make it constructive.
I called a week or so later to order my dress. The wedding is gray & yellow, the associate upon my first visit did one thing that made me inevitably order my dress from them. She made accommodations to have a second belt ordered in yellow. (It comes with a skinny belt the same color as the dress.) This phone call is where it all went down hill. I was informed you were required to leave a certain amount down, & upon receiving the dress you would complete the balance. The associate on the phone charged the full amount to my card. When I pointed this out she started stuttering & said, "I'm not sure. No, we have to charge the full balance." This left a very unsettling feeling: 1. They either misinformed me, or 2. She made an error & charged me the full amount. Either way a simple apology to reestablish some sort of professionalism would have sufficed. Ultimately the dress had to be paid for though. She let me know that the dress should arrive the beginning of April, & they would call me to let me know when it did.
I planned a trip to Vegas for April 12th. I realized I hadn't received a phone call about my dress that week so I called the store, gave them my name which was an ordeal I'll take blame for because I didn't remember if we had put the dress under my name or the Bride's. (It was under the Bride's.) She said, "Did the wedding already pass, it shows a date of March 4th?" I'm thinking, I don't know your education back round, but I'm going to need you to use some common sense. If in fact the wedding was on March 4th why would I be calling just now? More importantly if the dress was there why wouldn't you have some kind of record of trying to get in contact with me about picking it up? I kept my cool and informed her the wedding was on May 4th. It could have been a clerical thing. She went on to further upset me by saying, "It looks like your dress is here somewhere, but the belt isn't. It should ship next Monday and be in the store by Wednesday." I wanted to ask when the dress arrived. I hadn't received a phone call, neither had the Bride. I figured asking such questions would be counter productive. I also didn't like her word usage, "looks like" & "somewhere" do not make me feel confident in the person I'm speaking with. I asked her to please verify that the dress was there since I would be there that weekend, and wanted to bring it home with me. She made me feel like I had caused a huge imposition. By this point I know I was tearing up, having to call a Bride who has her plate full with wedding details to complain about my dress is not ideal for me as a Maid of Honor, or a best friend. Bottom line is this store and all it's associates do not take their jobs seriously, & have horrible customer service hidden behind a friendly, bubbly tone. I asked the girl on the phone to please have her manager call me with the status of the belt, she said just to call back. I told her, "No. I need you to take down my number and have her call me back with the status of the belt I paid for." She finally said okay.
That weekend I went in very aware that I had not received a phone call from the manager, but I decided not to complain. Before leaving we asked about the belt, and they informed us it would ship on Monday, & be in no later then Wednesday. I asked them to either call myself or the Bride. So I could send the Bride to pick it up. They said they would. I consider that a verbal agreement and expect them to follow through with it, and can't imagine anyone who wouldn't.
Here we are Saturday April 21st. My best friend text me to check on the belt so she could go pick it up. I call, give her the Bride's name, she tells me she can't find anything under that name. UGHHH!!! After countless calls of giving them my name & not finding anything, & then giving the Bride's for them to find me in their system, to now have it magically be under my name is irritating! If this were an isolated incident I'd smirk it off, & just find it weird. When we finally get over the name ordeal I inquire about the belt, she said something about back order, Monday, tracking number, hopefully Wednesday. I apologize for not recalling what she actually said, but at this point all I'm trying to do is catch the gist, & hold tight to my composure.
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