Monday, April 13, 2009

Dear Mr. Tuxedo Man...

April 7, 2009

To Whom It May Concern:

I would like to make you aware of the extreme dissatisfaction I have experienced with your business as well as with your employees. I have witnessed very unprofessional behavior and unbelievable mistakes which have not been rectified as of yet. Had these issues not occurred so close to my wedding date, I would joyfully demand a refund of what has already been paid and take my business elsewhere.
Our wedding date is April 25, 2009. We were told that all of our “measurements MUST be in no later than March 14th.” We diligently made sure that all of our groomsmen and fathers understood the necessity of obtaining these measurements prior to the due date. I even called at the beginning of February to ask an employee the best way to submit measurements for out of town groomsmen. I was advised that calling it in was not the most reliable method rather, I should use the website—the link that says ‘enter your measurements here.’
Yesterday (April 6, 2009) I called to confirm everything was correct and that we were set for our wedding. I was told that we were down for 9 tuxedos; I corrected him that we only needed 8, and then I was told that he was still missing measurements for four men. Two of the measurements I had completed the second week of February. I had to call the groomsmen several times to make sure every blank on the form was completed. The second two were the last two entered the second week of March. I received a page that said ‘Thank you for submitting your measurements’ after each person I submitted. That, to me, was a confirmation that they were received.
When I relayed this information to the employee he told me that that wasn’t possible. He told me that I had probably just ‘thought’ I submitted the measurements, but that I hadn’t actually done it. He said with a chuckle that a lot of people make that mistake. He told me that if I shut the page without hitting ‘submit’ that they wouldn’t be sent. He also told me that the order wouldn’t go through unless every field was filled. Perhaps you should tell your employees that making a customer feel like he or she is stupid is not the best way to keep them calm and happy.

Here are my issues:

• The employee I spoke with called me a liar and placed the blame on me.
• Your employee spoke to me as if I was a child.
• Why was I not contacted the day after the measurements were due to check on the status of the missing measurements?
• What is the point of a due date if, two weeks before the wedding, it doesn’t matter if measurements are even in or not?
• The employee I spoke with never even apologized for losing the measurements.
• DO NOT tell people that the online service is the best way to submit measurements if you have no guarantee that you will actually receive and log them.

As a customer, I put a lot of faith in my vendors that everything will go smoothly. I was expecting that a few items wouldn’t be perfect, but that was the extent of my stress about the tuxedos. Now I seriously doubt your ability to order the correct suits let alone the correct sizes. I hope that we have no other issues. As of now, I am unhappy with your service in every respect of the word.

Most sincerely,

Candace Conyers

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