T. Alteration

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.]I believe that my complaint has been misinterpreted My complaint was not about the cost of service or quality of service I was not looking for free labor, as I offered to pay for the service that was completed I even specified I was not looking for a refundMy complaint was that I was told I could not get my property back until I paid half of the quoted cost ,as it is company policy, and I was not informed of any such policy at any point To bring in my education and accuse me of being racist is an insult My frustrations were with how the situation was handled I feel that this situation is being handled very unprofessionally, and I am disappointed of what I am being accused of If a business is going to have policies they try to hold customers accountable for, they should be noted to the customer before any action is taken I am sorry I wasted the time of the business with my "unrealistic demands", as that was not my intent I was looking to support a local business When the price was more than I was looking to spend, I should not be told that I am wrong in changing my mind What my spouse does on social media is out of my control, and I was not even aware of his rating of the business until I received the response from the businessI have asked him to remove is rating on Facebook, however I am not responsible for what he does Regards, [redacted] ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am marking this complaint as resolved, because I feel that the business does not, and will never, accept why the complaint was filed.  I perceive my experience with the business as negative, and that is my right, as it is a perspective.  I have the right to share my experience with others.  I take offense that the business accuses me of being racist and has tried to make me feel that my opinion is wrong.  The complaint was never about money, as I paid for the service that was done.  Tt was to point out that I felt the way I was treated was unfair. Just because I felt a price was more than I wanted to pay, does not mean I expected something for nothing.  I made the decision to take my business elsewhere, as the other business’s price fit my budget better.  I hope that all parties involved can move on from this experience.  Thank you.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]I believe that my complaint has been misinterpreted.  My complaint was not about the cost of service or quality of service.  I was not looking for free labor, as I offered to pay for the service that was completed.  I even specified I was not looking for a refund. My complaint was that I was told I could not get my property back until I paid half of the quoted cost ,as it is company policy, and I was not informed of any such policy at any point.  To bring in my education and accuse me of being racist is an insult.  My frustrations were with how the situation was handled.  I feel that this situation is being handled very unprofessionally, and I am disappointed of what I am being accused of.  If a business is going to have policies they try to hold customers accountable for, they should be noted to the customer before any action is taken.  I am sorry I wasted the time of the business with my "unrealistic demands", as that was not my intent.  I was looking to support a local business.  When the price was more than I was looking to spend, I should not be told that I am wrong in changing my mind.  What my spouse does on social media is out of my control, and I was not even aware of his rating of the business until I received the response from the business. I have asked him to remove is rating on Facebook, however I am not responsible for what he does. 
Regards,
[redacted]

Our office was recently retained to represent the Respondent, T. Alteration, with regard to a complaint that was filed on August 22, 2017 by one of its customers.  See attached for Revdex.com correspondence dated August 23, 2017.  It is my understanding that T. Alteration was to file its...

response within 7 days of the notice.  Unfortunately, due to the holiday and start of the new school year, my client was unable to respond within the given time limit.  However, I would kindly request that you please consider my client's side of the story to ensure fair play in this matter.I was informed that the Complainant entered T. Alteration at her own will after researching and learning of T. Alteration's very high rating on social media.  See Attached for some sample Facebook ratings of T. Alteration.  When she came to T. Alteration she had indicated that she had used someone in the Fox Valley area in the past to alter her clothes.  She had mentioned that the other business offered very low or affordable pricing for their alteration services, but that it was too far of a drive, so she decided to find someone closer.  She is correct about the initial $120.00 price offered by T. Alteration for their service.  The Complainant was agreeable to the $120.00 price and went to the ATM machine to withdraw money.  When she came back she wanted to renegotiate the price saying that she could get the same work done by the other place for far less.  After haggling over the price, the parties agreed to a lower amount of $80.00.  Our client did this to accommodate the Complainant as they knew this was for a very special occasion that the Complainant was intending the dress for.After the parties agreed to the lower price of $80.00, the Complainant again said she would need to go and withdraw money.  A while later she returns to the shop and again, changed her mind indicating she no longer wants the work done.  By this time my client had already started working on the dress.  Given that some work had already been provided, both parties agreed to a price of $30.00 for the work done on the dress.My client thought nothing of this until this complaint was filed with Revdex.com.  They are shock and very offended that a $30.00 price tag could be used by someone to try and ruin their business.  Adding insult to injury, the spouse of the Complainant, who is not even a customer had the audacity to go out into my client's Facebook and publicly entered the lowest possible rating of 1, while all of T. Alteration's other customers rated them 5 out of 5.  See attached for the spouse's rating.The Complainant is a business degree student, or may have graduated with a business degree from a very reputable college, yet she conducts and treats my client's business like a second class business.  Just because this is an Asian own alteration shop does not mean she can force them to provide cheap or free labor.Sadly, this complaint filed by the Complainant has nothing to do with unsatisfied service being provided by my client but simply, because the Complainant wanted free or cheap labor, which my client refused.If anything, I would kindly ask that you please advise the Complainant and her husband to stop making false allegations about my client's business on social media or legal action will be filed.  This complaint has no merit as it failed to state what my client did wrong or damage to the Complainant.  She paid $30.00 for $30.00 worth of work.  If anything, my client suffered from this ordeal with the Complainant as they spent time out of their busy schedule to attend to her unrealistic demands.Please do not hesitate to contact my office if you should have any questions.Thank you for your assistance.

The following illustrates what happened on August 18, 2017. The Customer was welcomed and greeted warmly upon entering the shop. She said she needed alterations on her bridesmaid's dress. We kindly asked her to try on the dress. As she entered the changing room, we asked if she needed any help such as zipping up and if she did to let us know. She says okay. When finished, she exits the changing room. We asked her what she would like corrected and where she felt uncomfortable with the dress. She responded and we then proceeded to pin her dress according to her needs and concerns. The pinning process for alterations took almost an hour. It consisted of pinning 3 layers of the hem to shorten (from the skirt area), pinning of each side seams to take in/slim (from the bodice area), and pinning of the back neck strap to shorten. We made sure to often ask the Customer if everything felt comfortable and looked as she desired. After the pinning was completed, we asked if she would like to try to walk and sit with the dress pinned correctly. The Customer tried walking and sitting with the pinned dress and said that everything felt perfect. She added that the inside skirt layer hems were pinned a bit short. Traditionally, the inside layers of the skirt should always be a little bit shorter than the outermost top skirt layer. This is done as a way to try to prevent accidents from happening such as stepping on the dress, tripping, and falling. We informed the Customer regarding this as well. The Customer then mentioned about a lady who did alterations on her previous dress, who made the inside skirt layers longer and she would like it the same way. Customer satisfaction is our top priority so we did exactly that to her satisfaction and assured her that the length would be extended according to her preference during the sewing process. She was happy and satisfied with the result and proceeded to the changing room. After she exits the changing room, we asked to discuss price. We carefully mentioned each and every alteration along with its complementary price. Shortening of hem for the skirt area was $25 each layer ($75 for all three layers), take in of the bodice side seams was $20 each side ($40 for both sides), and the shortening of the strap was $5. Every time a price was mentioned, we made sure to ask if she was okay with it and every time she replied with an “Okay.” The Customer then asked for the total. We said the total would be $120 without tax. The Customer says that it is more than what she purchased her dress for and added that the lady who did alterations for her previously only charged around $60 for her dress. She also said that the lady lived in Appleton and she does alterations in her home. She said the reason she came to us was because we were in town and the other lady was out of town so it would save her the hassle of having to go out of town. She added that she had seen reviews on facebook about us about how great and affordable we were and expected that we would have affordable prices according to the reviews. We realized there was a misunderstanding therefore we apologized and explained that we charge base on our experience and expertise. Our seamstress is professionally trained, not only that but she has experiences of more than 27 years in this field. When other customers say that we are more affordable, they are comparing us to the bigger businesses. Not exactly someone who does alterations in their own home. We added that our rates are guaranteed more affordable than the bigger businesses and our quality of service comparable. Our previous customer reviews reflected this, which the Customer may have misunderstood. She responded that she understands; then she mentions again that the cost is still too much. We sympathized and understood her concern as we also wanted her to be a satisfied customer so we decided that we would do the shortening of the strap ($5) free of charge. We then asked again if everything (alterations and prices) was okay. She then confirmed that she was okay with everything and on her own free will takes out her credit/debit card. We said that our card machine was currently unavailable and if she had any cash with her it would be fine as a deposit as well. She said okay and that she didn’t have any cash with her so she would be right back with money. She then leaves. About three hours later, the Customer returns. We greeted her warmly. She again mentions that our prices were too much and she would be taking her dress back to the previous lady who did alterations for her. Because she was gone for so long we had already started her dress as she had already confirmed with us that she was okay with everything and would just be right back with money. (We would like to emphasize on the fact that we would never start on a customer's order if they have not agreed to it. Again, the Customer confirmed and consented the work when she said that she had agreed to everything and would just be right back with money. In addition, please keep in mind that if the card machine was available, the alteration order would have been processed and paid for.) She insisted that we return her dress. We apologized to her and stated that we, unfortunately, do not allow for return or refund as this is a service being done. (When a service is performed, the service should be paid for. We do not find how it makes sense to ask for a return when there is a service being provided.) The Customer constantly and persistently stated that the lady in Appleton who did her alterations previously does it for much cheaper. We explained to her that because we are in a retail space we have to make a living somehow as there are expenses to pay. In addition to rent, water, and electric bills there are additional business fees, permit fees, signage fees, and many other fees to take into consideration. We mentioned that perhaps the lady in Appleton may be able to provide her with such cheap labor is due to the fact that she may not have all these extra expenses as she is doing it from the comfort of her own home. After hearing our explanation she stated that she understands. Quickly afterward, she then asks for a return and said she will only pay for the work done. Again, because a service was being done a return cannot be allowed but because customer satisfaction is our top priority we made her an offer. We asked her what her budget for dress alterations was. She said, “$70.” We asked, “How does $80 sound?” She thought about it and agrees to it. We made sure to ask, “Are you sure?” She replied, “Sure, I only have $20. I’ll give you $20 now and be right back with another $20 for deposit.” She exits. A quarter of an hour later, the Customer visited for a third and final time. As she enters, she is talking to a male on the other end of the phone line. She hangs up the phone and we again greeted her warmly. She walks to the counter and demanded that she will only pay us for our work done and will not pay anything more. Again, we stated that we do not allow for returns. If she is to pay for the work done then we do require half of the order's total as that is policy. She then stated that she did not know of such policy beforehand. We realized the misunderstanding may never be resolved therefore decided to make an exception. Even though there were policies to abide by, a negative experience would not have been worth it so to save everyone from more misunderstanding, there was no further back and forth afterward. She was given back the dress and only paid for the work done. We apologized to her for the misunderstanding and inconvenience caused and mentioned that we had never encountered such situation before in doing business thus far. Every single one of our customers has been a pleasure to work with. It is very unfortunate that this had happened because we would have loved to do business with her as well. We said our goodbyes as she left. The above is an honest illustration of what happened on August 18, 2017. We understand that the Customers main concern is that we had stated that there were certain policies that she was never informed about. We do also understand that the Customer holds the responsibility to ask for the policy beforehand if she decides to change her mind. The Customer confirmed and consent to the prices and service, not once, but many times. We did not expect the Customer to get upset and accuse us of illegal doing as we made sure to get her agreement and consent for everything plenty of time and many more times afterward. As someone who has been a customer to other businesses myself, I am fully aware that if I am to change my mind, I should ask for the company’s return policy beforehand. I definitely know that if I do not ask for company policy beforehand, I hold full responsibility. I know well that demanding for a refund when a refund is not available may not be granted nor guaranteed. We gave her many chances to object the service and every time she willingly consented and agreed to the service and prices out of her own free will. We are only a brand new start-up business that has always given at least 100% best to guarantee customer satisfaction. It is very unfortunate and devastating that we have encountered our very first and only unsatisfied customer. This entire situation has been overwhelming, extremely disappointing and a great shock. We are at a loss and confused as to how this minor misunderstanding has been so blown out of proportion even to a degree that may potentially harm and/or destroy our business. We have never had such an experience before. This situation has given us many sleepless nights afraid of what is to come if we get even an A or A- grade on our Revdex.com listing. On a scale of 1-5, 1 being worst and 5 being best, we had never even once been given a score of 4/5. Our average rating from all business rating platforms maintain a score of 5/5 stars (please see attached), the highest possible rating; 100% or A+ is equivalent. We are not exaggerating when we say she is our very FIRST and ONLY unsatisfied/unpleasant customer. Every customer has been a pleasure to work with and every one of them satisfied with doing business with us. Customer satisfaction is our top priority and we plan to keep it that way.We strongly disagree and feel extremely offended with the Customer and her spouse's false allegations about our business on social media. Please take this as a final warning and caution that if she, or her spouse, or any family or friend(s) continue to give false allegations about our business on social media or anywhere else. Legal action will be taken if our business is the slightest harmed in any way, shape or form. We are extremely shocked that she would call her experience at our business a "nightmare." During her visits, we stayed pleasant and composed making sure she was okay with everything from the prices, to the alterations as well as the pinning process and even while handling the misunderstandings. We even parted ways with smiles. It is with 100% honesty and truth that we never pressured or forced her in any way.We feel extremely overwhelmed and insulted that 1) even after giving our 100% best to make the Customer satisfied and making sure we had her confirmation and agreement to everything (the work, alterations, prices, etc) not only once but many times afterward, she holds no shame to filing a complaint about our customer service to the Revdex.com concerning her own change of mind. 2) She continuously and persistently compared us to someone who does the service from the convenience of their own home. 3) Someone related to her who has never been our customer had the audacity to give us a dishonest 1-star rating on Facebook. 4) She accused us of forcing her to pay when in the end she only paid $30 for the work done. It is very unfortunate that we were always careful and being extremely careful was not enough to satisfy the Customer. We feel that we are being treated unfairly as the Customer may have seen that we are part of a minority group doing business, therefore, she has accused our business of illegal doing when there is nothing illegal that has been done. In the end, she paid only $30 for the labor and service. We feel that her apology is a mockery but we accept it and also want to offer her a genuine and sincere apology regardless. We apologize for all the inconvenience this situation may have caused. We want to thank her for this great learning experience and opportunity to grow. We have never had any bitter feeling toward the Customer and do not have any now. Our only goal is to protect our business. We are only still rather confused as to why and yet she is still willing to go this far and to this extent for such a minor misunderstanding. We are confused as to what to do and the resolution that she wants, as it states in her original letter "No settlement requested." Concerning her "desired outcome," we do want to inform her that everything we are doing is fair and legal according to our attorney. Every one of our 300+ customers has been a pleasure to work and we believe our overall rating of 5/5 (100%) is a great evidence of this. If the Customer would like, we will gladly offer her $30 back to settle and resolve this; meaning the labor and service we had provided her would be free of charge. The other option would be mediation. She and we would both pay $60 each to resolve this matter in mediation. We sincerely want to ask for a fair chance to resolve this misunderstanding.Your time has truly been appreciated.Respectfully, Representative T. Alteration T. Alteration339 MAIN AVE. UNIT ADE PERE, WI 54115(920) [email protected] (email)www.fb.com/t.alteration (web-facebook)