This business is a complete farce. Here is a letter of complaint based on my experiences. How this business remains in operation bemuses me.
RE: Christening Dress for Baby Girl
The Owner - PANDORA DESIGNS WEDDING & CHRISTENING "SPECIALISTS"
I’m writing this letter of complaint to convey my sheer frustration in dealings with the Thornbury store.
My wife recently ordered a christening dress for our baby girl, accepted the quote and agreed to pick-up the dress on Saturday 20th February.
It took numerous phone calls on Saturday 20th to then receive news from Liz that the dress wasn’t ready for pickup – despite this date being clearly documented on the invoice.
On the following Monday morning, I personally phoned Liz. She made it clear the dress would be ready for collection on Wednesday 24th February, and agreed to contact me on that morning to arrange a suitable time for pick-up. In the same conversation, I asked for an explanation for the delay, and wasn’t provided one. Rudely, I was advised that during 13 years in business, Liz had operated successfully and that there was no problem with the order, even if it meant pickup on the day prior to the Christening. I was also advised that “there was nothing to stress about.” My response was clear: If the agreed pickup date passed, my wife & I had good reason to be unhappy – Wednesday was the deadline and as a paying customer I would accept no less.
I waited on Wednesday morning until 10:30am, and then phoned Liz. She was not able to advise a pickup time, so she said she’d return the call in 15 minutes. I waited 2 hours. I phoned again. She still didn’t know. I asked for a return phone call, and was finally informed it would be in store at 5pm. Not convenient at all for us - she offered to deliver the dress. I thought it was the least she could do after numerous follow up calls, rude service and wrong dates.
I understand mistakes happen, but my dealings with Liz were examples of how not to operate a business. I’m a loss to understand how a business has been in operation for 13 years with such a poor focus on its customers.
I have passed on this experience to friends and families and have recommended staying clear of Pandora - a business that clearly has no regard for customer service, the inconvenience it causes, or an understanding of the occasions it caters for.. It disregards those that generate the very revenue its operators live on. In conversations with others, I have heard of similar experiences. It seems Pandora is well known for its incompetence and poor service.
I trust this letter lands in the hands of someone who is accountable for the business – and cares for its customers.
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