Post # 1
I purchased my wedding dress from a local Kansas City bridal salon called Nolte’s. They are reputed to be the best in town.
I purchased a Watters dress from them and they delivered it to me after improperly cleaning the dress with what appeared to be a dirty steamer. The front of my dress was covered in stain, from my hip to the middle of my thigh. I took the dress back to them, to get it fixed, and they had a LOT of attitude and were very rude to me. Eventually, they agreed to clean the dress.
The next day, the day before the wedding, I picked up the dress. While most of the stains that had covered the front of the dress were gone, a large one still remained. When I complained about it, the woman helping me (Barbie) told me "that’s what you get when you buy an inexpensive dress!" When I further complained about the service, she got in my face, berating me about how "stupid and silly" I was being…when I left, with the dress (because it was that or go naked), she followed me to my car, yelling at me in the parking lot.
I was in tears. My mother, who was with me, was visibly upset.
I left the matter in my wedding planner hands, but the store didn’t return the number of phone calls they left. Just yesterday the owner of the store called back and left her a message stating, "I’m aware of the problem with "_____", please stop calling me about it." My planners are now backing off the issue.
Has anyone else had problems like? What did you do to fix it?
Post # 3
How horrible. Stuff like this terrifies me. Once you get the problem resolved, be sure to leave an accurate review of the situation on their Citysearch listing, if they’ve got one. You should definitely warn other people.
Post # 4
- Wedding: September 2007 - Hyatt Lodge, Oak Brook IL
File a complaint w/the BBB!
I would also send a letter of complaint to the owner via certified mail, describing how you were treated and that you filed a complaint w/the BBB. Maybe say that you purchased your dress from them (the most important dress of your life, no less!) because of their good reputation and their high quality dresses. For the sales lady to say "that’s what you get when you buy an inexpensive dress!" is absolutely inexcusable, (not to mention stupid) because she basically insulted their products.
Ugh!! This story just makes me mad!! I’m really sorry you had to go through this!
Post # 5
Ditto the BBB suggestion. Also, have you defined to them what sort of recourse you’re looking for? In dealing with customer service (in my experience) it’s often better to have a solution in hand that would satisfy the situation. So if you’re looking for X dollars back in cash or a professional cleaning (probably too late) you should flat out ask them. And keep track of all your contact with them–days you’ve phoned, responses you’ve gotten etc–so you have proof & history.
That’s hugely disappointing that the customer service was so bad. Online reviews are a huge reason I choose to shop/not to shop at different stores however. If it were me I would send a certified letter with my resolution request and a copy of the negative review I planned on posting on citysearch and anywhere else first and then try the BBB. Good luck…
Post # 6
I agree with MissV. When I had to handle customer complaints, it went a lot smoother when they knew what they wanted out of it.
I’m sorry your dress was damaged…I hope you get what you need to make it all right. Dang bad wedding vendors! Don’t they know we only do this once (maybe twice 🙂 )?
Post # 7
Threaten to write a negative review on yelp.com if they don’t compensate you properly.
Post # 8
I second the Yelp.com review. I’m not sure how bit Yelp is in KC, but in the Bay Area a bad Yelp review can make a big statement. So sorry you had to deal with such crummy sales people!
Post # 9
I second leaving very detailed online reviews about how bad the service was, and going to the BBB. You should also consider taking them to small claims court for the full price of the dress. Even if you don’t need the money, it will make a statement to them and hopefully deter them from treating other brides similarly in the future.
Post # 10
Online reviews it is… I think even if there is a some resolution. (I’ll just be a little nicer.)
I’ve also considered writing to Watters: since Nolte’s is the only place in town that carries them, I was stuck going there.
I’ll check out yelp.com…especially when I look for things in the future. Plus, I want to write good review for the good vendors: balance out the negativity.