ComplaintsforAlterations Express
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Complaint Details
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Initial Complaint
09/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went Alterations Express on 5/28/2022 for my bridal fitting to get an estimate. Melody said I needed straps lifted, hem, bringing sides in & bustle all for $350. Another worker did my next visit & the woman was very unprofessional & was rude. She did a poor job with lifting my straps, she made them visibly uneven. She never brought the sides in for the bust so there is a gap of space. They charged $312.39 for just the hem & straps alone. For my most recent visit she had put me in the smallest room & I was there with my maid of honor& a bridesmaid all crammed into one room.The woman was complaining about my dress & said that she wanted to cut my train off. She told me that each hook/button on my dress would be $15 & said that there would be 25 of them. When we spoke to the front desk the girl up there told us each hook/button was actually $50. We were very confused by all the different prices they were throwing at us. We had showed them multiple times the estimate I was given of $350 & they said that Melody doesn’t work there anymore & that her pricing didn’t matter. The woman asked when I wanted to come back & I asked if we can do 6:30 pm on a weekday. She said she would not stay that late & told me I needed to take off work to be there at a time that was more convenient for her. We tried calling multiple times to speak to the manager. My sister had gone up in person and paid the $292 to get my dress & the front desk told her to call the manager to discuss the price. I called again & Heather from the front desk told me that her manager would be calling me back in 10 minutes. I never received a phone call back. We had made multiple attempts to contact and still no resolution. I need a refund for all the trouble I went through dealing with their business. My dress has uneven straps and my wedding is in less than 3 weeks. I had to take off work and time out of my day for these visits & nothing I asked for was done correctly. Staff was unprofessional & disrespectful.Business response
09/27/2022
Hello, Our policy is to correct any issues that occur with no refund, but for Ms. ******, we have refunded the $46.75 for the straps of the dress. We are also offering Ms. ****** our services to correct the straps for free if she would like to bring her dress into any of our 5 locations near her. We apologize for the inconvenience and the poor customer service that she received. We strive to give our customers the best service possible, but this issue apparently fell through the cracks and we are sincerely sorry for the experience. If Ms. ****** would like to get her straps corrected, please call me at ************ ext.101 to set up that service. Thank you, Melanie *****, Office Manager.Customer response
09/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Receiving only $46.75 does not resolve this issue. I met with Alteration Expressions in May and they had 6 months to get everything done. They were supposed to do hem, lift straps, bring sides in and bustle my wedding dress all for $350. I think it is ridiculous that they only want to refund me $46.75 after my experience there. My wedding is in 11 days and I need the full amount refunded. I have my dress with a different business and I need the remaining amount I paid to be fully refunded so that I can pay this new seamstress to fix Alteration Expressions mistakes. This is not fair to me in anyway. Their seamstress caused me emotional stress and she was verbally mean to me. I do not appreciate the managers response that this “fell through the cracks” because we reached out multiple times by multiple people trying to get hold of her to speak with her. I need my money fully refunded.
Regards,
******** ******
Business response
09/29/2022
Hello, All the other alterations were done as you can see in the attached screen shot. In the first complaint, the only issue was the straps - no other alterations were mentioned as being done incorrectly. The total ticket was $289.25, with the $46.75 refund you only paid $242.50 - well below the $350 quoted price. As I stated, our policy is to correct any issues that occur with no refund. We are giving the $46.75 refund as a courtesy due to the poor customer service you received. Again, I deeply appologize for the poor customer service - we strive to give our customers the best customer service possible. Thank you.Customer response
09/29/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******** ******
Initial Complaint
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This business ruin my wedding dress and three of my bridemaids dresses as well. I went here three times and explained what I wanted and needed to be done and all they kept doing is what they wanted to do. I spent 230$ and all I was told is that we are sorry, this is my wedding and I can't get a do over on my wedding. I would like to get this matter resolved as quickly and quietly as possible. All I want it to get money back due to the fact that I had to go somewhere else and pay 300$ to have the problem fixed. This is unacceptable ??. The beading is coming out of my dress and they also as you can see used color threading to re sew it and this is not professional at all.Business response
06/29/2022
I am writing concerning complaint ID ********. We have refunded the amount of the alterations for ******* *******. The receipt is attached. We are sorry that she had a bad experience.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.