My fiance and I went in and custom ordered an indian outfit from Sunny's 8 weeks before our wedding. The staff was friendly, and helpful, and we were assured that the outfit would be there in 6 weeks, and that it would be made as we specified, in black and silver only, as it had to match our decor. We made sure we stressed that point as the outfit HAD to be black and silver ONLY. Since I had ordered from them before, and did not have any problems, I did not mind paying in full before receiving the product, even though I did feel that a 10% deposit should have been enough.
The outfit did arrive in the specified 6 weeks, and when it got here, it was black and silver... AND GREEN. We had specifically said black and silver, no other colours. When we pointed out that they had made a mistake, all of a sudden they weren't helpful at all. According to them, the sequins they used were silver, and it was just the lighting that was making them look green. Even when I pointed out the difference between the actual silver sequins and the ones that looked green, they still were not ready to admit that they were wrong. The staff spent a majority of their time trying to make us believe that we were wrong, rather than listening to what we had to say and trying to help us out. They were extremely rude, and did not seem to care at all about customer service, since they had already gotten our money. They said they didn't know what could be done (how can a salesperson not know what to do?!!), and that we would have to speak to the owner. We asked to speak to her, and they told us she was out and would be back in about half an hour. I asked to speak to her on the phone, since we had other things to do and had to get going, but according to them, they did not have a number to reach her at, even though they had been talking to her not 10 minutes earlier. We told them we would go run some other errands and left a number for them to call us when she got there. 10 minutes later the salesperson called us back to say that the owner had already come and gone, and that she said that all she could do was fix the outfit. We raced back to the store and told them to get the owner there right away. Once she decided to show up, and finally admitted that it was their own mistake, all she said they could do was fix the outfit, which could take a week or more. We told them that we did not have the time to wait for them to try to fix the outfit, as there were only 2 weeks left to the wedding, and we both work everyday, and have other last minute things to look after and would not be able to make the hour-long drive back to the store. They told us that store policy is no refunds or exchanges, and that we would have to make time to come back and pick up the fixed outfit. Knowing we had our wedding coming up, and were extremely busy, they did nothing to accomodate us. Now as far as I'm concerned, this is no way to treat a customer.
I can understand a store not having refunds or exchanges on custom orders, as the store needs to protect themselves from people who order things and then change their minds and the store is left with something they cannot sell. However, hiding behind such a policy when the mistake is their own is just wrong. The outfit we ordered was something that the store could have easily sold to someone else, and there was no reason for them to not give us a refund and keep their customer happy.
In the end, the owner said that she would not give us a refund
but that she would fix the outfit in one day instead of one week and we could come back for it tomorrow. She did not take into account the inconvenience this would be for us, as we both had already made plans for the next day, or the fact that we had already wasted almost an entire day at their store arguing with salespeople, instead of getting other wedding things done, as we had planned.
Once we did get the outfit back the next day, it was black and silver, but the work was quite shoddy and rushed, and some of it was even falling off. When the owner did not think the work would be done well, why did she offer to do it in one day? We never were compensated in any way, nor did we even get an apology for the rudeness of their salespeople, or for the huge inconvenience the whole experience was. I will personally never again shop at either one of their stores, and would not recommend them to anyone.
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