Complaints

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had my custom wedding dress from the alterations place tried it on and took it directly over to tide to have it steam cleaned for my wedding Dropped off the dress, veil and everything in its bag to the dry cleaners on September 29th. Was charged $300.00 to steam the dress, the wedding is on October 7th, havent even worn the dress yet just tried it on. Picked up the dress on October 2, ************************************************************* my veil, a whole in my dress and the beads were missing on my belt I was devastated. I took it directly back to the dry cleaners and the worker said the manager was gone but they will keep the dress and the manager will be in the next day. A few hours later we receive a voicemail from the manager stating we were over charged but it was their fault with the issues of the dress No one else had the dress in the possession except them, this dress is custom and ruined the wedding that hasnt even happened yet. The veil cannot be fixed and is worth $400 by its self The sheer disregard of not handling this with care and advising its not there issue was absolutely wrong and damages should be paid

  Business response

  10/05/2023

  Guest was not overcharged. Our cost to clean a wedding dress is $224.29 and our cost to steam a vail out (press) is $39.49 this total was $263.78. As soon as the guest called with the complaint, our Manager (****) gave her a complete refund of $263.78.

  Our guest left the wedding dress for my inspection after claiming it had been damaged. I am the District Manger for LooLoo inc. I have 20 years experience dry cleaning, so **** recommend I take a look at the dress and vail. I noticed the hole in the vail which is hard to find because of the tule type material. In my opinion we did not cause this damage because we do not clean vails, we simply steam them out and get the wrinkles out. **** and I both watched the video of our guest service rep bring in and detail the dress. She carefully placed the vail and dress in the cleaning bin. We handle hundreds of dresses a year, and all staff is trained on how to take extra care with them. All of our standard operating procedures were followed when the dress was brought in and when it was placed in the special wedding dress area. Since we do not clean vails, I do not see how we could have put this hole in the vail. The belt that had beading/decoration damage did not get cleaned either, it was simply pressed out. When I inspected the dress I noticed that the 2 belt loops on both sides of the hip area, were small thin string type belt loops that could have easily snagged the beading when the dress was being worn and when the belt was being taken off. The third issue that I found was a small tear in the seam around the waist of the dress itself. This tear looked to be in an area that had lots of tension or stress when it was being worn. In this area, I noticed alterations had been made and sewn by a seamstress, not a factory stitch. 

  Our guest came back into the store after I inspected the dress to meet with me. I informed her that we would try and stitch up the vail as best as possible, and if she wasn't happy with it, we would gladly pay for a replacement. I also informed the guest that our seamstress would repair the beads and decoration on the belt and stitch the small seam tear in the waistline. 

  The next day our guest came in and let us know that she had purchased a new vail for $707.85 which **** immediately refunded. She was not satisfied with the repair made by the seamstress on the ****. Our seamstress repaired the belt decoration and the waistline, Our guest was satisfied with the work performed by the seamstress and took the dress with her. 

  I feel like we did the best we could under the circumstances, I do not feel like any of the damage to the dress was caused by the cleaning process, however we resolved our guest's issues anyway, by giving a full refund of $263.78. We also reimbursed the guest $707.85 for the new vail. (the original vail was valued around $300). We then had our seamstress repair the belt and waistline at no cost to the guest. 

  I am not sure why a complaint was filed against us, if we took care of every issue for damage we did not cause. The guest left satisfied and more than fully compensated.  

  Customer response

  10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  After 4 days of going back and forth they were able to provide a satisfactory resolution. 

  Sincerely,
  
  Emerald ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩