Dealing with a non-communicative dress vendor (who also has your money)

[s2k]

My partner gave a well-known designer $500 in March to design a custom Latin shirt.

She didn't have it ready at Millennium as she had written she would on his sales slip. She said she hadn't heard from him, therefore she didn't bring it (personally, I think this is pretty sketchy, especially as she's emailed in May to remind us it'd be ready at Millennium). So he said she needed to mail his shirt to him and he gave her his address.

That was more than 3 weeks ago. Still no shirt. She is not responding to texts, emails, phone messages, or FB messages. Even I have texted and FB'd her. It's too late for my partner to challenge this with this credit card company, as again, the transaction was in March.

All of our communications have very "catch flies with honey," but at this point, my partner is starting to get pretty angry that she doesn't even have the courtesy to acknowledge any of the messages while she's had his $500 this time. I'm not sure what we do next, other than take a road trip and corner her at the next comp she's vending, but that may not get him his money or his shirt.

And again, this is a well-known dress designer who also sponsors many well-known pros.

Suggestions? Thanks, DFers!

 

[sbrnsmith]

Very unfortunate situation- I would complain to BBB- it works, believe it or not- I've tried it in the past. Of course word of mouth works too to warn others of using this persons services.... Not to be malicious, but you don't want others to go through the same nightmare situation- I don't care how good of a dress designer they are, or how amazing the dresses etc- it's just unprofessional to take money, and not deliver, and not respond to emails, messages etc. another option is to let comp organizers know of your experience- it may not stop them from using this persons services as a vendor, but that's at their own risk, judgement etc.
I'm fortunate to have had good experiences with custom dresses- timely, courteous service, prompt responses to messages, and on time delivery. Wish you and your partner luck in recovering your investment

 

[MaggieMoves]

Twitter is actually one of the best ways to complain about a company with bad service... but I'm not sure about a private designer.

You could turn to Facebook or Instagram... but that may be starting a war. You would probably just get your money back.

 

[rain_dog]

Suggestions?

Make a wearable sandwich board with a sign that says something like "So-and-so took my money and never delivered!", then go to a comp where they are a vendor and just walk around the vending area.

 

[IndyLady]

Hopefully some of the suggestions here (well, not sure about the sandwich board) will help, but if this doesn't ever revolve itself, you might file a court claim to get your money back.

 

[raindance]

Ugh, this stinks.

If you see the vendor in person (e.g. at a comp where they are vending), and you don't get the shirt that was promised, you could ask about for refund on the spot. If that's not forthcoming, then ask about taking some other merchandise of a similar value to the money that was paid - maybe a stock shirt and pants, or something?? Really, you should get the refund and an apology, or the shirt and an apology. But if you aren't getting those things, asking for something else for your money seems like it may be better than nothing. Just a thought.

I know you said you were past a deadline for the credit card company, but you could call them and ask if there is anything they can do on their end at all. It's worth asking if you haven't already.

 

[raindance]

Oh, one other thought. You mentioned you can't get them to answer calls, text messages, etc. You could try certified or registered mail (not sure of the correct term). Send a short letter stating you've been unable to reach them, and asking for the shirt by a certain date (e.g. within three weeks), or an immediate refund. Keep copies. It is possible that might get their attention.

 

[fascination]

Oh, one other thought. You mentioned you can't get them to answer calls, text messages, etc. You could try certified or registered mail (not sure of the correct term). Send a short letter stating you've been unable to reach them, and asking for the shirt by a certain date (e.g. within three weeks), or an immediate refund. Keep copies. It is possible that might get their attention.

yes to this...and, if that doesn't work, as I have said before, it's amazing how well a letter on legal firm letterhead works

 

[rels77]

Actually, you can probably still dispute the credit card charge. I would send the email to the vendor telling them you're calling the credit card company in you don't hear from them in 24 hours. Even if the transaction was in March, you have lots of proof showing it never was delivered.

 

[Loki]

yes to this...and, if that doesn't work, as I have said before, it's amazing how well a letter on legal firm letterhead works

Agree, but not everyone has easy access without paying at least a small fee for a letter.

 

[fascination]

it isn't as difficult as you would think....many firms do pro bono work and many churches and charities have the names of these firms

 

[s2k]

As always, DF comes through!

We FINALLY got her to respond to a message that mentioned our next step was to involve our "legal team." LOL. But it worked. She messaged back and apologized and is mailing it.

REALLY appreciate the certified letter idea, RainDance, and hopefully she has indeed mailed the shirt, but if not, sending a certified letter, getting a lawyer friend to write something on letterhead, and contacting the credit card company are next up! The sandwich board I'll save as the nuclear option.

 

[Dr Dance]

Glad that it worked out! This may be a little LATE; but, I don't think that it's a good idea to pay that much money "up front."

 

[s2k]

Glad that it worked out! This may be a little LATE; but, I don't think that it's a good idea to pay that much money "up front."

I hear you. Meybe next time I'd suggest he does 50% up front and the other 50% upon completion. This was his first time buying from a fancy-pants vendor (pun intended) so we felt "when in Rome...", you know? Good point, thanks!

 

[s2k]

UPDATE: So the shirt arrived. It looks terrible.



It's unfinished. She's given it a satin band in front around the neckline, but as you can see, she just upturned the fabric of the jacket rather than finish the jacket all the way around with the same material. It looks like the hem of a sheer curtain panel on the sides and the back. And look at the sleeve - he asked for a 3/4 length sleeve, but the satin she chose is pulling in a most unflattering way - this makes it look as though the shirt shrunk in the wash. He wanted a mesh jacket, but this mesh seems unusually thin - it has no weight, no drape. If mesh doesn't drape, why would she not have communicated that to him, it's not like HE's the dress designer. She didn't use a white dance crepe for the undershirt, for some reason, she used a really thin fabric that you can see the women pattern of and becomes pretty see-through when he wears this. Why not a heavier fabric for opacity?

My partner has a shirt from this designer that he bought off the rack. He LOVES that shirt. Looks phenomenal on him. This is why he hired her to make a custom shirt. But this looks just awful. We're both really disappointed.

She lives about four hours away. We decided we would drive down to her so she could see it on him and "finish" the jacket and the sleeve, and since we all have jobs, this would have to happen on a Saturday. She texted him last night to say he would have to come during the week. That she's not available on the weekends.

I understand that as a designer, she's also a dress vendor. But per the written agreement, she was supposed to have this shirt ready at Millennium (last month). She didn't bring it. So we're six weeks behind in the "having this shirt ready" for our next event, which is in two months. Again, we placed this order in March.

Turns out you have to be a member of the BBB in order to have the BBB accept a claim.

He's really upset because he liked her work (I LOVE her dresses), she's friends with several friends of ours who have dealt with her, he loves her off the rack shirt, and then -- this experience happened.

Look at these pictures. What do we do? Are we wrong in having expected a "finished" garment, for the price he shelled out?

Many thanks.