Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Alterations Express in *****, **** owned by ********** damaged 3 new polo shirts worth 225$. I took them the shirts to have the length shortened. They were damaged multiple times instead of being fixed causing me to make multiple trips. I was then asked to provide receipt and fill out complaint forms. The manager told me several times now (over a month) a check was mailed. I just got off the phone with them and a different store employee told me this is normal practice to avoid paying. I was a loyal customer for several years and tried very hard to work with them. They ran out of options after damaging the clothes beyond repair. It is unfair to destroy new clothing and turn your back on customers. I want my money back as promised no more lies. THIS DOES NOT EVEN INCLUDE THE ORIGINAL MONEY (100$) I WAS CHARGED TO ALTER THE CLOTHING!! I am so angry now have lost all patience. Please refund my repair cost and shirts ASAP.

  

  Business response

  07/16/2024

  Hello, We did mail Mr. ******* a check on 6/28/24 for $86.55. It was cashed on 7/12/24. This was for the cost on one shirt and refund of the alterations for that shirt.
  

  On 6/13/24, we issued a credit for $42.70 for the alterations cost of another shirt.
  

  ****************** did not bring in any other shirt to show the manager that it was done incorrectly.
  
  At Alterations Express, it is not normal practice to avoid paying. Our policy is to correct the issue. If the issue cant be corrected, we do request that the correct forms are filled out and sent to the office along with a receipt of the items that had the issue in order to process the claims. We did try to do everything we could to correct the issue, then when that was not sufficient, we processed the claim as described.
  

  As a good-faith gesture, we will mail ****************** another check for $132.00 to cover the cost of two more shirts and we will refund the third shirts alterations cost today (7/16/24). We apologize for any inconvenience.
  

  Please see the attached:
  1.Alterations Express receipt for at least 5 different shirts totalling $160.93
  2.Polo Factory store receipt for one shirt (from ******************)
  3.Claim form for shirt #1 only which was paid along with the $20.55 alteration cost
  4.Refund for shirt #2 for the alteration cost
  5.Copy of check cashed by ******************

  
  

  Customer response

  07/18/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  Regards,

  ***********************

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• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transactions happened within the last 2 months in two separate occasions. I have had issues with Alterations express with a lost garment and terrible alteration. They reimbursed me for the lost garment and made it right after my complaint. This lead me to think I can be a returning customer and trust that they will provide quality service. This was not the case and it has been a complete nightmare. I have $350 worth of damage. I am supposed to depend that they take care of the garments I bring and return them in the same state, just clean. The nature of this dispute is, because of their track record, I double/triple check the garments before taking them or paying for them. I found a pair of pants that don't even look dry cleaned. I found a vintage dress I just bought held together with a pin, and a zipper I needed repaired sewed together as the 'repair'. I also have a pair of vintage denim that were altered in 4 separate occasions because the seams were uneven, done with the wrong color thread, and at this point, completely ruined. I have proof of receipts of all items and am requesting they pay for the damage they cause. What's worst is they didn't enroll me of the matter and would have paid and taking the damaged garments home that way. What's even worst is I have to spend more money to fix what they damaged. I requested them to reach out to their regional manager and contact me to resolve and reimburse me. I will never step foot in this place. The fact that this is happening all at once with multiple garments is just absurd. I take care of my garments and why I am paying the extra amount to take them to the cleaners. I can't afford to just walk away from this when I invest so much money to find these vintage items and garments.

  

  Business response

  06/26/2023

  Alterations Express has paid for the lost garment and the vintage jeans- see attached screen shot. We requested that she bring in the white dress so that we can see what is wrong with it, but the customer refused. If we cannot see what is wrong with the garment, we cannot pay for the garment. Also, our policy is to correct any problems that arise. Thank you.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/18/2023 at 1:27pm, I met with ****** the Manager who did my first Wedding Dress Fitting for pinning only. I was told they could alter my dress no problem and give them a couple weeks. I returned on 5/11/2023 at 12:30p to try the dress on and was shocked to find out that my $1500 wedding dress no longer fit. The entire top was botched and pocketed and the entire gown looked entirely different from when I dropped it off. The woman who had a thick accent began to tell us that she didn't know what to do about it. We asked if they could put more boning in it or if there was a problem because it was unlike them to do this bad of a job. The woman snapped at my mother, raising her voice, stating that they had already done all that they could do and she did not like this dress and she could do nothing further. I explained that this was not a prom dress, nor an evening gown.. this was my wedding dress. Her response was "either you will have to wear it or buy a new one". My mother and I left in tears.. I called a couple days later to speak to Briana again who apologized and said that they would waive the entire cost of Alterations and that she deeply apologized. She said that this has happened to more than 5 Brides. I asked for a full refund of the dress since I had to buy a new dress and she said waiving alterations was enough. My wedding is in 8 weeks.

  

  Business response

  06/02/2023

  On 4/18/23, Ms. ****** came in for her initial appointment. ***** or ***** marked the dress for the alterations. Neither ***** or ***** have a thick accent, so I am not sure who Ms. ****** is referring to - I do not mark wedding dresses so it wasn’t me. She was scheduled to come back in on 4/27/23 but called and pushed the date back until 5/11/23 due to personal reasons. She showed up a couple of days prior to 5/11/23 and wanted to try on the dress. We had not started on it yet because she rescheduled – it would have been done before her appointment. ***** hemmed the dress from the bottom and took in the sides, but left the boning out of the dress until Ms. ****** tried it on to make sure it fit before replacing it because it was only the first fitting. Ms. ****** called on 5/11/23 to change her appointment time for that day and was told that would be fine. When Ms. ****** tried the dress on, ***** discussed with her about adding bustles and placing the boning into the original spots. ***** was the only employee from Alterations Express in the fitting room with Ms. ****** and her mother, but my coworker and I heard Ms. ****** tell her mom “I’m not crazy about this dress anymore” and she was rethinking the whole thing. Her mom responded with “well, we already paid $2,000 for this dress. I’m not buying you another dress”. Ms. ****** came out of the fitting room and I spoke with her about coming back for a second fitting and she said to call her when the dress was ready. A ticket was made for a 5 point bustle and we were planning on her retrying on the dress on 5/18/23. She did not leave crying or upset at all. Approximately an hour after she left the store, she called and asked us to not do the bustles, just put the boning back in because she had found a new dress that she liked better. The ticket for the bustle was voided. On 5/12/23 Ms. ****** called again and informed me that she was not happy with how she was treated and not happy with her dress. This was the first time Ms. ****** expressed a problem with anything (including two visits and 4 phone calls). She said she didn’t think she should have to pay for her alterations. I offered for her to come try the dress back on and have someone else look at it or we could do something to her new dress. She didn’t want anything else done. She came in to get her dress and I told her that she didn’t have to pay for her alterations and I apologized for the inconvenience. I did not say that there were 5 other brides that this happened to because that never happened. The dress is not ruined. If Ms. ****** has a problem with the look, we can correct the problem but we cannot pay for the dress.
  Our policy is to correct any problems that arise, refunds are only given if the problem cannot be corrected, but in this case we gave the refund in good faith.Thank you, ******* ****

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