I had a very similar experience there with my wedding gown and veil. I had special ordered lace that matched my dress to be attached to the edge of the veil. I went in in January--3 mos after paying everything off and after they called to let me know everything was in and the veil wasn't put together yet. So, I came back 6 mos later(!) and it still wasn't put together and they told me I'd need to MAKE AN APPOINTMENT TO SEE MY VEIL and to see my dress that they could not find when I went in there to see it the first time. This is a dress and a veil I had already purchased from them and all I wanted to do was to actually see it together! Then when I agreed to make an appointment, they gave me one for 3 months away---I HAD TO WAIT THREE MORE MONTHS TO SEE A VEIL THAT HAD COME INTO THE STORE 6 MONTHS PRIOR. And, I was told that if I take the dress home so that I can actually look at it and try it on I can't bring it back for alterations. I don't understand what that matters- you still have to pay them for the alterations, you wouldn't think they'd turn down business, but they do. They were really nice when I was shopping for the dress, but have not been since. I told them to give me my stuff and I'll find somewhere more polite (and probably less expensive) to do the alterations.
Pros: very nice before you buy a dress
Cons: not so nice after they already have your money
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