I really shouldn’t bitch, I should just let this go, but I can’t. I need to vent, and take comfort in the fact that my experience may deter others from making the same mistake I did, and shop at Soho and Momento.
Two weeks ago I bought a dress from Soho for a wedding I attended last Saturday. The dress was not cheap, and needed to be altered and dry cleaned which the young saleswoman assured me would be done by Thursday at the latest. Thursday rolled around, and no word.
Friday arrived and I called the shop, asking after my dress. No one seemed to know, then the penny dropped and oh yes, they discovered that it wasn’t ready for me to pick up. The young girl politely asked if I could pick it up from the drycleaners on the Saturday. I politely said no, that I was expected at a wedding at that time, hopefully wearing the dress. Instead of an offer to make it up to me, I was given excuses, I was told that they were having trouble with their staff, who had trouble writing down the details.
How the hell is that my problem?
It was only when I made that clear to her that she said they would organise to have the dress delivered to my home early Saturday morning. I thought the ordeal was over. Think again.
I get a call late Friday from the manager/owner saying the dress is ready to be picked up from Manuka early, so in I swing, expecting to be able to put this experience behind me. No. The dress isn’t there. It’s at the store in the city. Right, I think. Keeping calm, thinking happy thoughts.
Saturday morning, four hours to wedding, I’m sitting outside the Soho store at 9.30 in the city waiting for it to open. 10 o’clock approaches and still no sign the store will open (even though, it advertises a 9.30am opening time). I then call the manager, who tells me, no the dress is in Manuka. So, I drive over to Manuka to pick up the now cursed dress and expressing my disappointment at the way this whole ordeal has played out.
Of course there was an apology and plenty of excuses, but no offer of good will. No “what can I do to make it up to you”. Nothing.
Whatever happened to customer service? There is no way this would happen in Sydney or Melbourne.