Jasmine's Bridal Shop – Customer problems and solutions thread

posted 4 years ago in Dress
Post # 4
Member
76 posts
Worker bee
  • Wedding: June 2013

I am posting my response to some untrue / half true things Jasmine’s said about my order here: http://boards.weddingbee.com/topic/jasmines-bridal-shop-china-dresses-part-vii/page/9#axzz2TmYPspbY

1) Jasmine’s required fabric that is 60″ wide in order to make the dress. This is an unusual lenght and it toook me a while to find fabric that met these requirements. Then, the package was held in customs in China for a few weeks, and that s why it didn’t get there till March. It was held for that long while Jasmine’s tried to find a customs broker to get it out. This could have been avoided from the get-go if they had told me how much to declare the package for. I decladed it for its actual cost, and only once it was on the plane did I get an email saying that was the wrong thingo to do. I asked several times what I should declare it for, but never got a clear asnwer until it was too late. If I had known that I should have decladed it for XX incstead of XXXX it would have gotten there one whole month earler and not been held in customs or required me to pay an extra $450 for a customs broker AND customs fees to China.

 

Then, after the package arrived, I had to email Jasmine’s several times over 2 weeks that the package was there & they needed to arrange pick-up with either the person I mailed it to in their company, or with a customs broker. Yes, they had never done this before and took some time to figure it out, so I am not angry about that. But blaming me 100% for the lateness of the package when they dropped the ball on declaring the right value and moving quikly to pick up the package is not right.

 

 

 

 

 

 

2) I made changes to the ruching / pleating of the dress because the ruching done the 1st time was very sloppy and did not look good. The other changes that I requested were to cover up things like the large gap in the ruching, or basic changes like making the lining of the train longer – once again to cover sloppiness on Jasmine’s part. Most of the signifigant changes I made to the dress like making the train longer were BEFORE the fabric was recieved and before any work started being done on the dress.

 

3) When I saw the mid production of the pleats, it looked as if that gap would be filled when the bodice was sewn. Several other pleats with gaps in the mid-pro photos did infact “fill out” when they were sewn. That one just didn’t fill out, and it was impossible to tell from the photo if it would or wouldn’t. Also, in the past when I pointed out every little mistake or error, all I got back was complaints about asking too much. So I laid off about the pleats to a certain extent, only asked the fix the most glaring ones, and one gap is what happened. I’m not happy about the gap, but in general the pleats look great. So I’m not loosing much sleep over it.That was a risk involved in using 100% silk, and I except that. I would still use 100% silk if I had to do it all over again.

 

4) If you felt you did not have enough time to do the beaded sash, then simply letting me know would have done the trick. I would have said fine, no beaded sash, belt, etc. then. Rushing to get it done and doing a bad job that you knew I wouldn’t like from all my interactions with you was NOT the right things to do. That’s just bad customer service. Also if you couldn’t do changed beading in time, do you really think you could have done the orginal beaded belt design in time? Doubtful. Once again, getting this information upfront I would have asked you to just deliver the dress unbeaded weeks ago. And I would have the dress by now. 🙂

 

5) This is not true. I asked several times when getting midpro photos when the veil would be done. This happened several times several WEEKS ago, but no one said anything about the veil…just the dress. My questions and requests to start the veil were just ignored. Once again, bad communication on Jasmine’s part. Also, my veil is a very simple 10′ drop veil with a bit of beading along the edge. It is not a complex affair to make. I just want to make sure the veil is what I asked & paid for before it is delivered. ONE photo of the completed veil would do the trick.

 

I agree that this order was a complex one. Some of it is my fault for not knowing how much work it would take to make this dress happened and not being as prepared as I could have been. And some of it is Jasmine’s fault for doing sloppy work and thinking I would not notice, bad communication, slow communication and at times a bad attitude. I have always strived to be fair and nice when dealing with everyone at Jasmine’s and sadly sometimes it did & currently does not feel like that was reciprocated. I have worked in customer service with IT & computers before, and had many irate and frustrated long term clients trying to do complex & high level things. And I was never mean to them or threatened to cancel their order / services. I got it done with a smile on my face. But, I guess you do get what you pay for, right? and Jasmine’s is cheaper than many!

 

Anyway, I just want my dress & veil in a timely manner. I will pay the final payment and expect to see a photo of my veil to make sure it is what I asked for, and get my dress in time.

 

I hope this whole excange has been very informative for anyone thinking of working with Jasmine’s

Post # 5
Member
217 posts
Helper bee

@asi2001: 

1) All the fabrics we use here are 60″ wide, except for some special lace fabrics, otherwise the fabrics would not be wide enough for the minimum number of seams like the original.  We do not know how much the customer should declare the package for when sending it to us.  We informed the customer that we had other customers sent packages to us in the past and declared very low value.  We had no idea where to find a customs broker and we had to rely on Fedex.  Fedex got a broker for this shipment and it took a long time for them to process the paper work required to give us the fabrics.  We did our part in signing the contract and paying the broker as soon as the broker was assigned, and we had the dress design ready to go as soon as the fabrics arrived.

2) The design our ruching special had to go by was the photo below, and we followed that design the best we could.  The ruching style is “messy” in the photos, and replicated that style religiously.  We found out later that the customer does not like messy ruching, and she wants very neat ruching, but the design she provided had messy ruching.  Without any additional instructions, our job was to replicate according to the photos customer provided.

3) Here is a comparison photo for the missing pleat area.  It was in the mid-production photos and in the finished photos.  No, we did not complain that the customer was asking too much when the customer pointed out every little mistake.  

4) We didn’t feel that we didn’t have enough time to do the beaded sash.  We completed it within 12 days and the customer cancelled right then.  That’s it.  If the customer wanted us to revise it, just say so please.  And yes, we can get it revised correctly, if the customer let us.

5) No, what you have said is not true according to my email log.  Before I asked about to start the veil on April 28, there was no mention to start the veil from the customer.  And there were design changes made to the veil between Mar 6-8.

I don’t think we do sloppy work, otherwise some bridal shops wouldn’t pass along our dresses as the original designer gowns (this is what I have heard from various internet sources).  And we never do bad work and hope that the customer wouldn’t notice, otherwise there wouldn’t have been 7 photo sessions for this order already.   
I understand about the customer service part – I was an IT support manager for several US fortunate 500 companies for about 15 years before I started doing this.  So I know how good service should be done.  And I agree, JBS’ current customer service is lower than those fortunate 500 companies, but it is so for several reasons:

– Our company is in a different industry with very time-sensitive projects,

– A lot of customers coming to us have overly high expectations (and right now I am trying to control that),

– The work we do is very difficult, we replicate complex designs by looking at photos only and often have to work many ambigous customizations to the design,

– Doing remote IT support is much easier than doing dress replication remotely,

– People in China are used to much lower expectations, and most Chinese seamstresses are not fond of serving customers who have high expectations (most of them tend to come from North America).

– We could use more support from the Chinese seamstresses to provide better replication results, but the people have better options and they will go to other bridal workshops and work with less stress if we pressure them too much for perfection.  A lot of times I wish I could give what the customers demand, but I have to turn some requests down because it would just be too much for the people to handle here.

So I hope that people now understand that we are nowhere near perfect, and brides who have a lot expectations should stay away from us, please.  Thank you.

Post # 6
Member
76 posts
Worker bee
  • Wedding: June 2013

@JasminesBridal:  Wow. Once again, several things you have said here are half truths and I have the proof in my email conversations to prove this. I am trying to be fair and honest in my review of services with Jasmine’s but you refuse to take ANY responsibility for some things that were really wrong on your end. And that is the epitome of bad customer service – refusing to admit wrong and try and grow / change from mistakes. You don’t have to be a fortune 500 company to do that. 🙂

I can’t respond to this in detail right now as I am busy with many time sensitive projects due tomorrow AM. But I will respond by Tuesday or Wednesday. Having worked in IT myself, perhaps I will even make a few suggested changes you never thought of! 😉

And all I can say to brides out there is that if you care about good customer service (forget service with a smile) then I cannot recommed that you work with Jasmine’s. But if you want a lovely dress made for less than you can buy it in the US, then they are for you!

Post # 7
Member
217 posts
Helper bee

@asi2001:

Fair enough, please do point them out.

It is not that I don’t want to grow or improve, it is that we are not able to.  Many expats in China started to try to change the people and their mindset here, but I believe almost 99% of them have failed, including myself.  But I do believe the people here change slowly as time goes by, and we have to go with that if we want them to work with us.  It is so much easier said than done, and if you are in my shoes, you will feel helpless sometimes.  I have learned that if I want to get the local to do things for foreign customers, I have to accept the local customs.  There is definitely a gap between high customer expectations and what we can provide, and there is no way to close that gap sometimes because it is an entirely different culture. 

Our shop serves the most of the customers around the world just fine and there has almost always been too much demand for our services.  And yes, we do tend to have more problems with customers from North America, because they tend to have higher expectations than the rest of the world.  If you are very used to the services and culture in, say, North America, then please order from North America.  You will probably get the service level you want, but usually with a much bigger price tag.

 

Post # 8
Member
84 posts
Worker bee

@jeni.deidre: 

I do not wish to ruffle anyone’s feathers. I do understand you have the right to seek customer service for your order… however, I believe JBS also has the right to stand by and honour only their policies as written.

To me it sadly looks like you are out of options. I am sorry to hear your dress is going to cost so much to be altered. (I have not come to post here to poke at you, and I hope that is clear, but because I hope future bees might avoid the same unpleasant experience you have had trying to fight for a different refund than what is being offered.)

For any future bees contemplating ordering from JBS, I wanted to repost this excerpt so they know the return policy ahead of time. It may not be up to North American standards of customer service wherein “the customer is always right”. Buyers be aware. They make many beautiful dresses, and inexpensively compared to what bridal salons charge, but their return and refund policies are strict and are leaned more favourably towards them.

From JBS’ Policies page:
You can return the defective product within 7 days after receiving them for a 50% refund, if you can provide legitimate proof (photos) of the defect.  We may also propose partial reimbursement to settle the defect with youreimbursement rates & fees will be based on our workshop’s production rates & fees.  Please bear in mind that you must inform us about the intention, reason, and defect proof for returning within 3 days after receiving the order, also that you will be responsible for the return shipping fees and any transaction fees associated with the refund.  Deposit & shipping fees are non-refundable.

Post # 10
Member
1042 posts
Bumble bee
  • Wedding: September 2013

Wow, this thread is so unnecessary.  Having customer service issues posted and hashed out on a forum?  Very unfair to all parties involved.  Reading the posts make the OP’s seem a little petty.  Then it also makes Jasmines look bad for having to defend themselves.  While I think that people have every right to complain about problems, it seems really weird to have them go back and forth in a post.  It’s like watching a train wreck in slow motion.  Hopefully the OP or mods will realize this and get rid of this thread.

Post # 11
Member
644 posts
Busy bee
  • Wedding: May 2014

@Bazingau:  I agree – I think this thread should be closed.

Post # 14
Member
1042 posts
Bumble bee
  • Wedding: September 2013

@jeni.deidre:  You’re not posting a vendor “review”.  You’re posting continuing issues you have with a specific vendor, trying to entrap them into responding and defending themselves.  Please explain how a thread that tells Jasmine’s to respond in a public forum to accusations against them is a review??  That seems more like a courtroom.

Post # 16
Member
1671 posts
Bumble bee
  • Wedding: June 2014

v.      Please refrain from baiting.  Baiting is the act of encouraging responses or replies in order to cause dissent or discord; to instigate participation in a negative way.  Anytime you call attention to drama you’re amplifying it and actively participating in it, which is a violation of these policies.  This includes “last wording” or refusing to let an argument go.  For more information about name-calling and baiting, please see this thread.

i.      We don’t allow posts that are intended to be rude, sarcastic, insulting, berating, argumentative, condescending, personally attacking, or that otherwise harass users of the Weddingbee site.  Please do not post threads or comments for the sole purpose of criticizing, mocking, or otherwise disparaging others’ wedding, waiting, or nesting choices.  Weddingbee is a diverse community with members across the globe.  No single culture is better than any other, and we value every member’s perspective.  We reserve the right to remove such posts as necessary

@jeni.deidre:  

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