Big dilemma with a customer….Help!
So here is the deal….A woman brought me her daughters prom dress which is completely beaded from top to bottom. It had a train on it that she wanted removed. I had the girl put the dress on and I marked the new hemline. The mother said she thought the front would be to long if left like it was so I raised the front an inch. The whole job had to be done by hand because I could not use the machine. She also asked that the straps be shortened to hold the boobs in better, so I did. The hips also needed taken in where a bubble protruded on each side. (one side had a zipper to deal with as well where I was taking it in on the side)This was ALL done by hand.
The end fitting was a shock. The dress was about 2 inches from the expected hem line, and because the beads weighted down the dress, the hem raised when the train was removed. I mentioned that this was new to me in the beginning, but the customer was really not 100% satisfied, so feeling a bit responsible for this, I only charged her $30 and sent her on her way….mind you the dress looked good on the hips and on the straps, and even on the hem in my opinion. (The daughter when asked said “it’s fine”) Customer paid and then left with the dress.
Later that evening, the woman called to ask me if I had the pieces that I had cut off, and could she come and get them to try to fix it up herself. I said sure and I was sorry that she was disappointed with the dress. She hadn’t come by to get them yet.
Next morning,(today) the woman called to ask for her money back and said her daughter had a breakdown and the dress just will not work and considering how much they paid for the dress felt that she should get her money back so she could go find something else, because a new one like that would take 8 weeks to be delivered. In haste, I said fine I’ll tear it up, and hung up quite upset.
Here is my dilemma..I am already out many hours of labor, I know I should just say to bad and sorry, but I feel I have a reputation in our small town and she was referred to me by an important person in the business community.
My daughter thinks I should call her up and explain that labor is labor and she can’t get her money back especially when I charged her a fraction of my times worth.
What do you think I should do? Tear up the check and say bye bye, or call and confront.