Sorry this is going to be so long, but I wanted to inform anyone here that could possibly be looking for a bridal salon in Northern NJ. I have had so many problems with Demetrios Bridal Salon in the Macy's at Willowbrook Mall. This has been going on since last July and my wedding is now 9 days away and the issues with my bridesmaids' dresses are still not being solved. Anyway, I am going to paste an email I just sent to Demetrios Bride corporate so that you can see and judge for yourself whether or not you want to deal with this particular store.
Hello,
I am not sure who to send this email to, but I would appreciate you passing it on to the correct department.
Last July I ordered five bridesmaids dresses from your bridal salon at the Macys in Willowbrook Mall, Wayne, NJ. All of the girls went in, got measured, paid for their dresses, and were told that the dresses wouldnt be in until March. March came and finally the dresses were here the first girl went in to make sure her dress fit and to see what alterations needed to be made. I was with her, and we were told that her name was not in the computer and they never ordered a dress for her. After 30 minutes of arguing, your sales associates finally located her dress under my (the bride) name. She tried on the dress and was surprised to see it was about three sizes too large for her she was very obviously never measured correctly. We were told that the seamstress had left for the day and that we could come back any time the store was open until 8:00 pm for her to have her dress altered. Imagine our surprise, when, a few days later (a Sunday) we went back at lunchtime and were told they only do alterations by appointment and never on Sundays, and they dont know where we got our information from. The woman who had originally given us the information told us she was the manager at that store, though I did not get her name. There were three of us there when we were told we could come back anytime we wanted, so I doubt all three of us heard the wrong information.
Flash forward to a week and a half later when this same bridesmaid goes for her appointment to be altered. She was told that because there was so much work to be done on it, it would cost her $125 (MORE than the cost of the dress) to be done and that it would take a month for it to be ready putting us at exactly ONE WEEK before my wedding. Now, it was totally unfair to expect this girl to shell out more money on alterations than she spent on the dress considering it was your sales associates fault the wrong size was ordered in the first place. However, she paid the money because she didnt know where else to get the dress altered.
After that, I had all the bridesmaids go immediately to this store to try on their dresses, and discovered that two of the four left had dresses that were ordered too small for them. When they told the women working at your store about this, they were told there was nothing the store could do for them. After a few more minutes of insisting they be taken care of, the manager, Michelle, instructed one that if in a few weeks the dress still felt too small, they would take it in free of charge. So this bridesmaid went back several weeks later to have her dress let out and they charged her $25 to take the shoulders in because the seamstress said this girls shoulders are too small. Now, correct me if Im wrong, but is it not her job to fit the dress to each womans body? She also informed this girl that she could not let it out any more than it already is and that the bridesmaid will have to lose a few pounds. Totally unacceptable this is her job to make a dress fit, and your stores mistake for ordering the wrong size in the first place.
Today the first bridesmaid I wrote about called the store to see if her dress was in and was yelled at for calling before it was her time to pick up the dress. However, it turned out that her dress was in fact ready and she went in to pick it up. She says she was rushed out of the store and not offered to try it on to make sure everything fit. She took the dress home and tried it on first thing, and realized that after spending $125 on the alterations, the dress was falling off of her. She was in hysterics as my wedding is now NINE days away and her dress does not fit. I stepped in at that point and called the store myself to let them know all of the mistakes they have made and what they have put my girls and I through these past months. The woman that answered the phone cut me off mid-sentence and told me I would have to speak to a manager. After being on hold for the manager for five minutes I was put on the line with a woman named Michelle. She was absolutely rude and seemed as if she didnt care what the problem was and had no interest in fixing it, not to mention that she was clueless about everything I asked her. At first she STILL had no record of this bridesmaid being in the computer. When I told her it could be under my name she said, Oh yes, there you go, thats the fifth dress. After I explained to her that I was unhappy and this customer service was completely unacceptable she had nothing to say and put me on hold twice finally letting me know that the dress she had given the first bridesmaid actually belonged to the second bridesmaid I mentioned. When I asked why she or one of her associates couldnt read or be attentive enough to realize the mistake and that the two names are completely different, she had no answer for me and sat in silence for 2 minutes before telling me that if the bridesmaid wanted she could come back in and exchange the dress.
Now, I understand that these are only bridesmaid dresses and not a bridal gown, and that bridal gowns are your big ticket items, but I believe that no matter what the customer is ordering from you, they should be treated the same as every other customer. We have had nothing but problems with this store, and it seems to be staffed by incompetent, careless, rude people (including the manager) who choose not to fix their mistakes.
I dont know if there is anything you can do to help my girls out for the exorbitant amount of time and money they have spent in this shop, but I thought at the very least you should be made aware of what horrible service is being provided in this shop and how terrible they are making your company look. I plan on telling everyone I know who is/will be shopping for bridal gowns, bridesmaid dresses, or formal dresses to stay out of this store due to the lack of competency and customer service. Furthermore, I will also post about this issue on wedding forums to make other brides aware of what they can expect from this store.
I hope that you will take appropriate measures to rectify this situation and the attitudes and knowledge of your staff at this particular store, so that maybe you can save other women the hassles that we all have been through.
Thank you for your time,
Hello,
I am not sure who to send this email to, but I would appreciate you passing it on to the correct department.
Last July I ordered five bridesmaids dresses from your bridal salon at the Macys in Willowbrook Mall, Wayne, NJ. All of the girls went in, got measured, paid for their dresses, and were told that the dresses wouldnt be in until March. March came and finally the dresses were here the first girl went in to make sure her dress fit and to see what alterations needed to be made. I was with her, and we were told that her name was not in the computer and they never ordered a dress for her. After 30 minutes of arguing, your sales associates finally located her dress under my (the bride) name. She tried on the dress and was surprised to see it was about three sizes too large for her she was very obviously never measured correctly. We were told that the seamstress had left for the day and that we could come back any time the store was open until 8:00 pm for her to have her dress altered. Imagine our surprise, when, a few days later (a Sunday) we went back at lunchtime and were told they only do alterations by appointment and never on Sundays, and they dont know where we got our information from. The woman who had originally given us the information told us she was the manager at that store, though I did not get her name. There were three of us there when we were told we could come back anytime we wanted, so I doubt all three of us heard the wrong information.
Flash forward to a week and a half later when this same bridesmaid goes for her appointment to be altered. She was told that because there was so much work to be done on it, it would cost her $125 (MORE than the cost of the dress) to be done and that it would take a month for it to be ready putting us at exactly ONE WEEK before my wedding. Now, it was totally unfair to expect this girl to shell out more money on alterations than she spent on the dress considering it was your sales associates fault the wrong size was ordered in the first place. However, she paid the money because she didnt know where else to get the dress altered.
After that, I had all the bridesmaids go immediately to this store to try on their dresses, and discovered that two of the four left had dresses that were ordered too small for them. When they told the women working at your store about this, they were told there was nothing the store could do for them. After a few more minutes of insisting they be taken care of, the manager, Michelle, instructed one that if in a few weeks the dress still felt too small, they would take it in free of charge. So this bridesmaid went back several weeks later to have her dress let out and they charged her $25 to take the shoulders in because the seamstress said this girls shoulders are too small. Now, correct me if Im wrong, but is it not her job to fit the dress to each womans body? She also informed this girl that she could not let it out any more than it already is and that the bridesmaid will have to lose a few pounds. Totally unacceptable this is her job to make a dress fit, and your stores mistake for ordering the wrong size in the first place.
Today the first bridesmaid I wrote about called the store to see if her dress was in and was yelled at for calling before it was her time to pick up the dress. However, it turned out that her dress was in fact ready and she went in to pick it up. She says she was rushed out of the store and not offered to try it on to make sure everything fit. She took the dress home and tried it on first thing, and realized that after spending $125 on the alterations, the dress was falling off of her. She was in hysterics as my wedding is now NINE days away and her dress does not fit. I stepped in at that point and called the store myself to let them know all of the mistakes they have made and what they have put my girls and I through these past months. The woman that answered the phone cut me off mid-sentence and told me I would have to speak to a manager. After being on hold for the manager for five minutes I was put on the line with a woman named Michelle. She was absolutely rude and seemed as if she didnt care what the problem was and had no interest in fixing it, not to mention that she was clueless about everything I asked her. At first she STILL had no record of this bridesmaid being in the computer. When I told her it could be under my name she said, Oh yes, there you go, thats the fifth dress. After I explained to her that I was unhappy and this customer service was completely unacceptable she had nothing to say and put me on hold twice finally letting me know that the dress she had given the first bridesmaid actually belonged to the second bridesmaid I mentioned. When I asked why she or one of her associates couldnt read or be attentive enough to realize the mistake and that the two names are completely different, she had no answer for me and sat in silence for 2 minutes before telling me that if the bridesmaid wanted she could come back in and exchange the dress.
Now, I understand that these are only bridesmaid dresses and not a bridal gown, and that bridal gowns are your big ticket items, but I believe that no matter what the customer is ordering from you, they should be treated the same as every other customer. We have had nothing but problems with this store, and it seems to be staffed by incompetent, careless, rude people (including the manager) who choose not to fix their mistakes.
I dont know if there is anything you can do to help my girls out for the exorbitant amount of time and money they have spent in this shop, but I thought at the very least you should be made aware of what horrible service is being provided in this shop and how terrible they are making your company look. I plan on telling everyone I know who is/will be shopping for bridal gowns, bridesmaid dresses, or formal dresses to stay out of this store due to the lack of competency and customer service. Furthermore, I will also post about this issue on wedding forums to make other brides aware of what they can expect from this store.
I hope that you will take appropriate measures to rectify this situation and the attitudes and knowledge of your staff at this particular store, so that maybe you can save other women the hassles that we all have been through.
Thank you for your time,
