Minor age daughter bullied into buying dress she told salesgirl was too small, told coupon was expired when it was not, & not told of all sales final.
My daughter, a minor, went to Geno's Southland drive on Monday March 2nd. She was bullied into buying a dress that was too small even though she told the sales girl it was too small and asked her to order a bigger size. She also mentioned that she had a coupon for $10 off every $100 spent but had left it at home and asked if they would hold the dres for 10 minutes. She was told "those expired yesterday". When she got home she discovered it was in fact good through March 15th (the store did agree the next day to honor this coupon but this is all part of the bullying to rush the sale)Then when she got it home my mom and I couldn't get it zipped and noticed that over 1/2 the rhinestones were gone. We took it back first thing the next morning and they said they have a no return policy - which she was not told about - but that she could trade the dress for store credit. They kept the dress but didn't give her a store merchandise card or anything. A few hours later the manager called her cell phone during the school day. She's a student . . . that's why she's going to prom! She left the store crying and has been upset all day! She doesn't even want to go to prom now! This has ruined the whole experience for her. I have since heard of multiple other horror stories of issues with this store that I wish we had known of before...hopefully I we can save someone else this misery.
Refund of my daughter's $518.
Re: Case #XXXXXXXX': **** (******) *******
The letter dated March 16, 2015 is the only notification Geno's Formal Affair, Inc., has received on case #XXXXXXXX. Without any notification from the Better Business Bureau, Mrs. ******* was contacted on March 12, 2015, at 3:18p.nx EST by the company owner, **** *********, in an attempt to resolve this issue. Mrs. ******* told the owner he would have to contact her daughter, ******, to discuss any issue concerning her dress purchase. Mrs. ******* gave the owner ******'s phone number to contact her. On the same day, eleven minutes after talking to Mrs. *******, the owner called ******. She didn't answer and -voicemail couldn't be left because her phone kept ringing without a prompt to leave a message. Several attempts were made to contact ****** with no success.
Mrs; ******* accompanied her daughter, who is a minor, throughout the entire sale process. Geno's Formal Affair, Inc. doesn't bully customers or use high pressure sales tactics. Our 42 year reputation speaks for itself.
The sales staff did say the coupon had expired, but when they realized it was a mistake they honored the coupon offer. Mrs. ******* was with her daughter during this entire sales transaction. Her daughter loved the dress and was ecstatic that she fit into a size 6. This is evidenced by text messages she sent to friends that she found her prom dress. In the text messages (which we can produce if necessary), she expressed how she loved the dress and was so excited that she could wear a size 6 dress. In the store, Mrs. ******* and her daughter were completely satisfied with the dress selection and how good the dress fit.
Geno's Formal Affair, Inc. has a "no return policy" on prom dresses. This policy is not unusual in the prom dress industry. The policy is clearly posted on our video screens and printed on the receipt. The sales team also explains this policy to our customers. We ask the customer to examine the dress to make sure there are no imperfections. Our staff also looks for imperfections. Customers are asked if they're sure this is the dress they want to purchase because Geno's Formal Affair, Inc. has a no return policy once the dress is purchased and leaves our store. This customer, Mrs. ******* and her daughter ******, were completely satisfied with the dress purchase. The dress fit and there were no imperfections.
We don't know what happened to the dress after it left our store. If half of the beads were missing, we would've repaired the dress. This dress has a side zipper and side zippers require two people to zip the dress. Mrs. ******* was there and observed every step in this transaction. She never said a word to our staff about any imperfections, fitting problems and our staff supposedly bullying her minor daughter. She was with her daughter the entire time. If the dress had imperfections, didn't fit and her daughter was bullied by our stuff then why wasn't this brought to our attention at the time of purchase instead of waiting until she left the store? Customer service is very important to us and these are serious complaints that would've been detected right at the time of the sale and could have been resolved right at the time of service. However, all these complaints didn't come about till after the dress left our store.
When she contacted our manager about returning the dress and demanding a full refund, the manager explained the no return policy. Mrs. ******* was not pleased with the policy and literally spoke to every company manager. Our store manager decided to give Mrs. ******* and her daughter a special accommodation. Against company policy, the manager told Mrs. ******* that she could return the dress and get an in store credit. This meant she could pick any dress in our inventory of equal value. She returned the dress, no in store credit document was necessary since our entire management team was aware of this situation. Mrs. ******* and her daughter never came back to our store to make another selection. When the owner called on March 12, 2015, the purpose was to help Mrs. ******* and her daughter to find another dress of equal value. Mrs. ******* would not discuss the in store credit and her daughter would not answer our calls.
We still have their dress and they still have their in store credit. There is still an excellent selection of dresses in her size. We would be delighted to help them make another selection with their in store credit.
**** *********, President
Gino's Formal Affair, Inc.