- 7 months ago
- Wedding: October 2018
I ordered a lace overlay for my dress a few months ago from a boutique.
The sample was a 12 (Australian, equivalent to US 10), and it was too large, so I tried a 10 that was being sold second hand which fit snugly but not too tight (I posted about my dilemma before).
I decided to order the 12, because 1) while I was aiming to lose weight by the wedding, I didn’t want to risk anything – especially maybe putting ON weight which would have made the 10 unwearable, and
2) I wanted it NEW damnit. I had bought the other layer of the dress second hand, and wanted this part to be mine and only mine.
So I went back in, the woman explained that they order ‘by size, not measurements per se, so they’ll just put 12 down because we can take it in if needed!’
Months later, it comes back. A 14. It’s huge (I haven’t lost that much weight at all – I’ve been keeping measurements, especially around my bust where it’s largest).
I took it home thinking I could work with it (my grandmother is doing my alterations) but this is a professional job – it’s so damn delicate.
I call up, explain that I’d ordered a 12, got a 14, was there a mix up?
The girl on the phone says she’ll investigate.
I get a call a few days later from the owner, who is on maternity leave, who tells me the sample I tried was “stretched to buggery” (her words, charming), and that it’s actually more of a 14 now, so that’s why they ordered the 14.
I tell her I wish they’d told me that – I have 30 days til my wedding and it now needs extensive alterations because this delicate lace shell that cost $1000 fits me like a sack. I was upset. I also explained that I’d tried a practially pristine size 10 which fit me like a glove. How was it that I was then measured as a 14?
She then proceeded to get extremely defensive, and said ‘I’ll pay for the alterations to the bust ONLY (not the hem, apparently a standard length) not because I am incorrect, but because I can’t be fucked with a fight right now” (again, charming).
We wrapped up the call relatively civilly, but I could tell she was angry (why? she made a sale from me, ordered a different size to what I paid for, and what, she’s paying less than $100 of that to have it corrected to fit her client)
She then sends me the email she promised, with details of her alterationist. Copy-pasted below:
Lovely to chat yesterday. Just to go over a few things discussed over the phone.
– I have spoken to Tamara, we will cover any alterations done on the side seam from the waist-bust, not because of our wrongdoing but because it’s a relatively small amount to solve a problem and we strive to achieve a great result for our brides.
We have remeasured our sample in store and while tagged a 12 it does in fact measure 1.5cm larger than a 14.
All gowns are ordered as per your measurements as written in your customer contract. This is because of the fact samples stretch our considerably when being tried on in store. With this garment, if we were to order you a 12 which your waist measurements read 1.5inches (not cm, INCHES) off there would be no way this garment would fit you. So you’re welcome. Your hip measurements were disregarded in this order, if we were to have taken them on also the designer would have encouraged us to go up another size (16) as it is their policy to provide garments to the largest measurement and alter from there, but using our discretion and experience we negated that measurement as in this style hip measurements are neither here nor there, not so much the waist measurement.This garment has french seams down the sides which means there is no way it would have been able to be let out to compensate for this discrepancy.
You mentioned that you wish someone would have told you we were going up a size but if you were to have stuck with a 12 you would have been left with a garment that does not fit you and cuts in, in an unflattering way, at the waist with no solution to fix it.
If you have further concerns as I mentioned I’d encourage you to head back into store and hold your garment up against the sample as you will in fact see your garment is smaller (even around the bust and side seams) than our sample due to distortion from being tried on. Let me know if you’d like to do that.
I’ve cc’ed [seamstress’ name] in on this email to ensure we’re all on the same page.
My fiance read this and is livid at how she’s 1) justifying her sample not representing the actual product she’s selling because, as she said over the phone, it’s been ‘stretched to buggery’ (get a new sample, maybe)
and 2), basically calling me fat, and gloating about it.
I work in customer service, this is not how you treat a client that’s just dropped a grand on a product you’ve misrepresented in store.
I am trying to have a thick skin about this. I’m tired, stressed, and hormonal, and it’s a struggle, but I’m being philosophical about this. I just want it DONE. I don’t want a fight – I want this to be a GOOD experience. I want to be proud of where I bought this dress, I want good memories. I want to think back to buying my dress and remember feeling happy, not frustrated, insulted, shamed. Her store has so many good reviews, and her instagram is filled with client photos and girls commenting thanking her for the beautiful dress on their perfect day, and I went there thinking it would be the same wonderful, personalised experience with the tiny, independent local boutique. Up until a few days ago, I was having that experience. Now I just have a sour taste in my mouth and never want to speak to her again.
Am I wrong to think she should be handling this better? Should I be telling her this, or letting it slide? Hubby-to-be is saying he’s going to call her up and tell her off but I want to at least wait until I get the finished product back from her seamstress.
*NOTE: i understand that samples stretch. But to be offering one that is stretched more than a full dress size, and is distorted from its original shape to the point where the new product looks completely different? To me, that’s unacceptable.