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5 Customer Reviews
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Review from Brenda C
1 star05/22/2024
Your customer service is absolutely ?? % horrible! And looking at your response to one of your customers, and your lack of response to several others, it's no wonder. I used to go there, or dry cleaning, mostly. Then I took a couple of my couch pillows over to have the buttons indented and sewn in properly. At another time, I took the others over with the same request. They claimed a long wait. (Alterations EXPRESS) "Ok" Then they claimed they didn't have the right needle for it. "Ok", so I ordered a pack of needles and took them over, informing them that they could keep them. They thanked me and did the work. (Did not knock even $1.00 off the price). My 17 year old grandson took a pair of pants over on Wednesday morning, asked that they stitch the belt hoops back on to the pants, as the bottoms of four hoops had become unstitched. He requested a by Friday completion. and was told "We don't do rush orders" "The earliest would be Saturday" My grandson left the pants with me and went on to school. I've never known how to sew, but even so, were it not for my physical limitations, I could complete them in seven minutes. You are not even true to your name. And the only thing you EXPRESS is your bewilderment at the audacity of your customers to expect you to live up to it. And you do it with no shame! Start here: The Alterations you do, need to first start with you and those you lead, and you need to do so. Expressly, or at least be true to you and drop the name.
Alterations Express Response
05/28/2024
Hi ******,We sincerely apologize for the inconvenience your son encountered during his visit on Wednesday. If you'll allow us to do so, we'd like to address some of the service mishaps you raised in your review. Like many other businesses during the pandemic and afterward, we had a difficult time finding the proper help in our ************ location and, therefore, as a result, had to extend our normal 4-day alteration turnaround. This was extremely regrettable, a huge detriment to our business, and the first time we had to resort to this measure in our 30-year history. Since then, unlike many other businesses post-COVID, we have been lucky enough to almost fully recover and return to offering our normal, 4-day service. However, we did have a period of time where we struggled to meet our customer's needs, and for that, we truly apologize. We are pleasantly surprised to hear that we were able to help with your upholstery repair. Normally, we do not offer this service to customers and strongly encourage our staff not to take on it. In that regard, it is safe to say that our staff went above and beyond to accommodate your needs. Finally, in response to your son's most recent visit with us, we apologize that we couldn't accommodate his express alteration. Headed into the holiday weekend, we had most of our seamstresses and tailors taking extra time off to enjoy the holiday and get some well-needed rest after a lengthy, busy season. Although we couldn't accommodate his express alteration in this instance, we strive to help our customers alter their clothing within their desired timeframe. Across our industry, our normal turnaround time of a 4-day completion is considered express. However, we could not accommodate his request, and we sincerely apologize for that. We regret losing you as a customer but hope you'll find an ******************** provider that better suits your needs.Review from Orit K
1 star05/10/2024
extremely rude staff with terrible attitude and no interest in helping! I would NEVER GO BACK!! I tried to call there for two days and when I selected "option 3" to speak with a person, it told me the mailbox was full. The automated message and the instructions on their website say you do not need an appointment unless you are altering a wedding gown. I arrived at 6:25PM (they close at 7) with my daughter's prom dress that just needed to be shortened and they refused to fit her. When I explained that I tried to call twice to be sure that I can just come in (even though those are the instructions on their website and their automated message!) since I had a 30 minute drive, they just did not care! TERRIBLE customer service! I asked if they can give me an idea of how much it would cost and after rolling their eyes and giving me an annoyed look, they agreed to look at the dress. The girl with the foreign accent at the front desk yelled over at the other girl and they stated complaining about how much work it would be because of the layers and they started counting and getting further annoyed. It was 100% clear that these people did not want my business!! Absolutely terrible! DO NOT GO THERE!!!!Alterations Express Response
05/13/2024
Hello ****,
We want to express our sincere apology for your dissatisfaction with our service during your visit. Your feedback is important to us, and we are taking your comments seriously. We’d like to address some of the issues you mentioned in your review. Although we do have a voice mailbox for the store, we rarely, if ever, check it. So, we apologize that we did not receive your message.
Although we are more than equipped to fit formal dresses without appointments, we strongly encourage customers, especially those with complex alteration projects, to bring in their dresses at least a week before their event.
As we recall, the dress you brought during your visit was a ball gown with horsehair material and seven layers that needed to be hemmed. On top of that, you shared with us that you needed the alteration project completed that same day. As you mentioned, we close at 7 pm, and you visited us at 6:25 pm. And, even with this tight time constraint, we still were willing to take on the project. We provided pricing for the dress alterations, and with the added cost of an express fee, you then shared your dissatisfaction with the price and left our location.
However, all of that does not excuse impolite customer service. We thank you for bringing these issues to our attention and will address these service mishaps with our management team in Mayfield. Thank you for your feedback, and again, we express our sincere apologies.Review from John F
1 star02/03/2023
On Friday 1/27/23, I stopped into Alterations Express to have three things done to my pants for a brand new suit I had just purchased from Men's Warehouse. I very clearly explained what was needed done to the pants.1) The pants were about 3" too long because it is the way I bought them. They still had the jagged edge along the bottom for future hemming by a seamstress or tailor. (By jagged edge I mean the triangular cuts of unfinished fabric). 2) The pants were too wide in the legs. 3) I needed to have the waist taken in to about my waist size - around 32".I picked up the pants earlier today 2/1/23. They took in the waist (nailed it) and took in the legs (also good). But no one hemmed the bottom of the pants at all. The girl said that they did not do them because they had not been pinned up. When I took in my dress shoes in on 1/27/23, I went into the dressing room with a girl who pinned around my dress shoes I had taken in for accuracy. I left with my slip and went home thinking all alterations would completed as pinned.When I presented the above to the associate at the store tonight, she told me pinning was not on the slip for the hem. OK so this is not my problem. She also said there was no pinning at the bottom - There was. She said I would have to be charged additional money for the additional work. What it comes down to is my word against hers. And if you think I would write a lengthy explanation like this if I thought I was in the wrong I would not. This place has issues and inexperienced employees.Alterations Express Response
02/08/2023
Hello, I apologize for any misunderstanding that occurred. The alterations for which you paid were done and done well according to your own words. The pant hem was not on the ticket, as you have acknowledged, so the pant hem was not done. We will gladly hem your pants for the fee that we charge. Again, I apologize for any misunderstandings, Thank you.Review from Cathy L
1 star09/28/2022
My 84 yr old mother brought in 3 pr of pants to be hemmed...she was charged $51 and told she would get a call when ready...she got the call and picked them up . .perfect ..a week later she put a pr on and they were very long...looking closer she noticed it was the factory hem .. her pants were never touched...she brought them back and a very nice lady apologized and said she could wait and she'll do them now .. again very nice ..so another week goes by and Mom puts on khaki pants ..same thing...to long...brings them back up there yesterday and WOW .. basically called my 84 yr old mother a liar...said those were NOT the same pants and nothing they could do...I bought my mom those 3 pr so I know for a fact they were the same pants...if I had known all this before I would have checked all the pants and brought them back...but to talk to my mother in that manner is unexcusable...I called there today to speak with a manager...and she just said they were not the same pants so she would have to repay ..I said we will NEVER be walking through those doors again..I feel they took advantage of an elderly lady and just thought that is the end .. shame on them... my mother was so upset last night ...it was very concerning...I will be making this a very public issue...it is not ok to prey on the elderly.... which is exactly what they did!!!!Review from Andrea B
1 star07/27/2022
At first, I was pleased with my experience. I thought the first person I encountered was friendly and welcoming. They made the experience seem great. I was reassured my dress would be done in time. A simple take in job on a bridesmaid's dress. Then I would come back and have it measured to be hemmed and the straps taken up based off the take in. The next week the take in was perfect, however, one strap was significantly longer than the other. That is where all the trouble began.Although my dress was hemmed perfectly, the top of the dress was ruined by the end of the journey. The "bridal expert" told me that I would have to "just tape it to my body" because the decorative knots in my dress made it impossible to take up my straps. However the store was already responsible for one being longer than the other which was NOT the case when I brought the dress in. The consultant helping me had to chime in and advocate for me. The bridal expert finally said she would put a hand stitch in it to fix the length. Little did I know that meant her bunching that sleeve and having it look uneven. I came back one week later to a dress that looked uneven on the hanger. The stitch looked quick and messy. When I put it on everything looked great except the straps that *** now need to be removed from the dress in order for it to still be wearable for the wedding. I paid $170 dollars in alterations which is almost equivalent to the dress. I am heartbroken and highly dissatisfied with my experience that seamed to go downhill- FAST. I would have rather had the honest truth that they did not know how to fix my dress and have someone else do it correctly. I will not be recommending as this experience tarnished a beautiful dress and a special day for a close friend of mine. The photos of the damage to the dress will be shown to a new seamstress that can hopefully reroute what is left for the wedding day.
Customer Review Rating
1/5stars
Average of 5 Customer Reviews
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