Terry Costa

e dress and admitted that failure and remedied the situation before the bride even left the store. Our General Manager personally rushed the dress to a consultation at the cleaners. They were able to remove the surface stain on the spot in seconds using air pressure and no chemicals or treatment whatsoever. The dress was rushed back to the store for inspection before the bride had even left. Our Assistant Manager offered every solution or alternative in her power, including the option of searching for another gown from our selection. This remedy was offered as an attempt to do anything in our power to help, and was in no way intended to be offensive. Even after we had done this, cleaned the gown and offered to do all repairs at our expense, the bride's parting words with our manager were that we "had better run" if her gown was not perfect and said something to the effect that she would "burn down the place" if she was unsatisfied when she returned. She was offensive and threatening and still we spoke kindly and worked hard for her out of respect of the stress she was feeling several weeks before her wedding. The loose threads, beading, etc. are not uncommon when ordering a gown this detailed. We are always happy to "tighten up" any loose pieces on the gown (oftentimes done after alterations are complete to be as thorough as we can), which is a customer service effort above and beyond other stores who will often shrug off such defects with a simple "it happens." We had our tailor do the repairs for us at our expense and on her day off to accommodate the bride's busy schedule. We were happy to do so and informed the bride of unexpected delays, etc. every day via phone per her request, all in spite of her threats. When she returned to inspect the final product, she was still unsatisfied, this time claiming beads were added where none were before. We confirmed with our tailor that there were no additional beads used and still offered to continue to work with her until she was satisfied. She was defensive and angry and finally our CEO questioned her previous threats. She confirmed and repeated her physical threat to our managers and our building. Because of her threats our CEO did ask her to leave the store BUT STILL offered her the option of taking the dress at a dramatic discount (sacrificing all profits) home to think over her options. We even gave her a box and shipping labels to return the dress to us for a full refund if she ultimately decided she was unsatisfied. We went well above and beyond for her, even after her threats to the store. We make every attempt to work with our brides' requests and we know we did the right thing in this situation. We are so very sorry the situation was not resolved but we know we did everything in our power to satisfy her requests and were willing to work further still. However, we could not continue to work with someone who made the choice to threaten our employees and our building. We've attempted to reconcile this matter privately to no avail- this response is to clear our good name.