I purchased a sample gown from Marcella's a few years back but never ended up wearing the dress in my wedding. Nothing was wrong with the dress, I just ended up finding one by Luly Yang that I loved. The staff at the time was helpful and told me I could have them store the dress until was ready to collect it. Long story short, when I was able to pick up my dress I was told it would take a week for them to locate it and I needed to provide proof that I was the owner by submitting my receipt in advance of pickup. Fine. I did as I was told. However, when I went to pick up my dress I inspected it to make sure it had not been damaged and that it was my original dress. Sure enough there was a huge 3"" rust stain on the train of the dress. I asked the staff person to discuss options with Marcella and get back to me on how they could correct the situation, as it was not there when I bought the dress. The next day I got a phone call back stating that Marcella would do nothing for me because I can not prove that the stain was not there when I purchased the dress. Not only was this response disrespectful of me and my purchase, I would not have spent $3k on a stained dress! She did not offer to try to spot clean it, get it dry cleaned, comp any of her services or items. Nothing! I will never recommend that anyone use this boutique, as once they have your creditcard, they no longer feel the need to provide you with any level of service.
Cons: disrespectful, unethical
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