Goldfish Uniforms

Review: My husband has been trying to order uniform pants through them for about 6 weeks now. They have messed up the order twice now despite 2 in-person trips. After telling my husband via email that they carried his size pants right in the store, I drove over to pick them up only to be told they made a mistake and only had one pair. We live very far away from this store so I was a little frustrated and asked that they send the 2nd pair. When I got home with the pants we discovered they were the wrong kind and did not fit at all. So then my husband had to drive all the way there on his day off (45 min one way) to order again. They took no measurements but assured my husband these were the same Spiewak uniform pants he described and has been wearing. After several weeks, and several emails to check on the pants, we FINALLY get them and they are the wrong ones AGAIN. To make matters worse, the gentleman I dealt with the first time then reported to my husband's work (the ones buying the pants) that I "raised a big stink" when I was there. They also lied and told them I said to hem the pants and are now trying to charge us for the "alterations". I would not tell anyone to hem pants that they hadn't even measured in the first place. This is one of the worst businesses I have seen in a while. Totally unprofessional and incompetent.Desired Settlement: I would like to be sure they send the right pants at no charge to us. I would also like an apology for the poor service. We shouldn't be made to feel like we are harassing them just because we're following up on their slow and inept service.

Business

Response:

We received your letter concerning poor delivery on

pants. Let me first say that our

relationship is between Aurora Medical Group Security, not with individual

security guards. The proper protocol

would be for the guard to complain to his supervisor who would then take the

issue up with the head of the department.

We are a “preferred provider” for Aurora Medical Group – we have

obtained this status through superior customer service.

Our first encounter with the complainant’s husband was on

7/21 (see attached) “First Email and Response”.

In this email he asks if it would be possible for his wife, (who works

in Milwaukee) to bring “the paperwork to pick up the pants… We can take care of

any hemming and such”. Please note there

is no mention of style, sizing, or hemming instructions. I responded 18 minutes later with “Send your

wife with the voucher… I will let sales

dept know she is coming”.

My store manager later told me that she came into the

store and was upset that the pants weren’t ready. Our store manager didn’t have a copy of the

email – only my instructions that she was coming. I assumed she would provide all of the

necessary information given that her husband had not.

The complainant writes “after telling my husband via

email that they carried his size pants right in the store, I drove over to pick

them up only to be told they made a mistake an only had one pair.” There was NO such email. I would like to see that email – in the email

I DID receive he never mentioned size.

She further writes “They took no measurements but assured

my husband these were the same Spiewak uniform pants he described and has been

wearing” I would like to see proof of

that email or conversation – as you can see in his emails there is no mention

of style or sizing.

“When I got home with the pants we discovered they were

the wrong kind and did not fit at all”.

As is standard in the uniform industry we keep all pants on the shelf un-hemmed. We hem all pants at no charge when a customer

purchases the pants from Goldfish Uniforms.

We would not have hemmed the pants unless specifically requested to do

so. How would we know that her husband

would like a 32” inseam if she hadn’t specifically requested the length? If she had followed through on the

instructions her husband gave “we will take care of any hemming and such” we

would have gladly sent them with her without a hem. (See First invoice and screen shot )

Interestingly her husband wrote back (see email and

response #2) and requested that we cancel the second pair, he would come in to

get fitted. He switched into the

special-order brand. You will note that

he then ordered 36X32 (see second invoice).

One inch larger in the waist but the exact same inseam. His wife must have known his inseam and

requested it the first time though she writes “I would not tell anyone to hem pants

that they hadn’t even measured in the first place”. How would we have been so lucky to guess his

EXACT inseam of 32?

Complaintant writes “the gentleman I dealt with the first

time then reported to my husband’s work (the ones buying the pants) that I

“raised a big sink” when I was there.

They also lied and told them I said to hem the pants and are now trying

to charge us for the “alterations””.

Goldfish Uniforms has never had a complaint with the

Revdex.com. The very fact that she is reporting

this incident coincides with my store managers’ assertion that she was very mad

while at the store. She claims we lied

when we asserted that she requested an inseam – I am still left wondering how

else we could have GUESSED at the correct inseam – the same inseam her husband

ordered the second time. Finally, she claims

we are trying to charge for alterations.

As stated, the standard in the uniform industry is to keep pants on the

shelf un-hemmed. We employ a full time

tailor specifically to hem pants for our customers. We ABSOLUTELY do not charge for hemming on

pants that have been purchased at Goldfish Uniforms – It is FAR more cost

effective to employ a tailor than to stock every possible combination of waist

and inseam. Our standard policy is that

we do not accept returns on worn, washed, or hemmed pants. We made an accommodation on this occasion –

for this client. We took back his first

pair of pants.

With regard to the time frame involved in resolving this

issue:

Most employees at Aurora come into the store for a

personal fitting on their day off. A

personal fitting assures them that they will receive the correct style and fit

for their job. We have the Liberty Brand

in stock and we special order the Tact Squad brand. Tact Squad comes from California and we place

orders once per week. Normal turnaround

time is 2 to 3 weeks if the pants are in stock with the manufacturer. We have agreements with some of the Aurora

locations to ship and bill for freight.

The Kenosha location is not one of those locations. In this particular situation we needed

approval for freight costs before shipping these pants. I emailed the Security Administrative

Assistant requesting this approval and she reached out to the employees supervisor

who left verbal authorization on my voicemail for the costs. This added a few days to the turnaround time.

Based on the difference in tone between what the

employee’s emails and the complainants’’ Revdex.com correspondence - I suspect there

has been a miscommunication between the two of them. I don’t think he has shown his emails to

Goldfish Uniforms.

As a result of this incident we will no longer allow a

spouse to place an order for the employee.

Thank you for reaching out to us for our perspective on

the events.

I have copied Aurora Medical Group with this correspondence

as our relationship exists with them .

Sincerely,

Review: I purchased mandatory uniforms for teaching at Universal Academy for the College Bound - Millennium Campus from Goldfish Uniforms, the only business we were allowed to go to. I waited an hour in the the store, workers spoke broken English, and I was rushed out the door after my order was taken and paid for as it was then around 5:25, 25 minutes after closing time. The worker were very unhelpful.I was informed that the four articles of clothing for the required uniforms would arrive in 3 weeks. I was told I would receive a phone call when the items were ready, and I'd have to pick them up at the store. The items were delivered to my school even though the order stated "SHIP TO MILLENNIUM CAMPUS." I quit teaching at the school after the 11th day of students. Today I attempted to return all items to the store. The school logo patches that were sewn on each of the items could easily be removed with a seam ripper. The owner showed me at the bottom of the receipt that it states, "No exchanges, returns, refunds, or store credit on special orders, special cuts, badges, name tags, emblems, and/or worn, washed or altered merchandise. In addition we are not able to take items back that smell like smoke." My account number at Goldfish is 4190. The purchase date was 9/19, but I did not receive my merchandise until 9/3/15 or so. The reference number on the order is 133331, but the packing list number is 135718. I feel I should receive a full refund for all four of the items, totaling $142.72. The woman I dealt with at the store was the owner and was most rude to me. She stomped off saying she would not return anything, while she walked curtly into the back work room. I talked to a male employee who told me the woman I dealt with was the manager. I went to talk to the owner again and told her I'd be contacting the Revdex.com. She slammed the door to the workroom. I left the store.Desired Settlement: I feel I should receive a full refund for all four of the clothing items, totaling $142.72. (blazer $69.95, cardigan $31.16, short-sleeved polo $9.95 and long-sleeved polo $24.09. The patches could easily be removed from all items with no damage to either the emblems nor the clothing items.

Business

Response:

I received your report this morning. I greatly appreciate and welcome this venue as a way to address this specific and expected customer’s complaint. Goldfish Uniforms is a business that sells NEW uniforms. Goldfish Uniforms is NOT in the rental or resale uniform industry. When customers come into the store, they are entitled and expect new, originally tagged and most importantly, never worn merchandise. Customers should also expect to be sold items that haven’t been altered as to make them look new. Customers don’t expect to purchase items that have had patches removed with a seam ripper as this customer suggested I do, all in an attempt to make them look new. Frankly, I am appalled at this customer’s suggested deception. That suggestion alone clearly reveals a lot about this individual.