A few words to Priscilla of Boston

The high-class bridal gown company might not care what I have to say about its customer service, but I’ll share anyway. Maybe, just maybe, one of their managers will find this post online.

Anyway, I’ve had to deal with the company as I am a bridesmaid in my friend’s upcoming wedding. She chose a very pretty “watermelon”-colored Priscilla of Boston dress for us.

Here are a few highlights of my dealings with staff at their Boylston Street location since I first tried on the dress six months ago:

• The company didn’t return my calls.

I would follow up to make sure they received my signed dress contract, or to see if I could come on a particular day to get measured, etc. I guess they are pretty busy, so I’d get an answering machine. That was fine except they wouldn’t call me back! I had to just assume they got my contract, or pray I could get measured the day I showed up, which obviously isn’t ideal.

• The company lost my signed contract.

I had to sign a form stating I’d make a second payment on my dress at a later date, and fax it to Priscilla of Boston. I did this immediately, and received a fax confirmation that the form had been properly sent. I emailed and called Priscilla of Boston just to make sure they got it. I heard nothing. I guess I should have kept at them, because I got a call from the bride-t0-be over a month later about how they just let her know they never received my signed contract. They still hadn’t ordered the dress as a result. I was so mad they hadn’t notified us about this earlier, or called me directly.

• The seamstress didn’t speak English.

Once my dress arrived, I went to try it on. It was a little big in certain parts, so I asked Priscilla of Boston to alter it appropriately (they frequently do alterations). They ended up assigning me a seamstress that pretty much did not speak a word of English. Thus, I couldn’t explain to her my issues with the dress. She kept saying “No English, no English.” I’m not denying she’s a good seamstress, and luckily she ended up making the dress perfect. But gosh, couldn’t they have found someone who could at least understand “Too big here,” or “Too small here?”

• Staff weren’t always friendly.

When I went to pick up my dress last week I had a good experience. The particular sales girl I dealt with was very friendly and helpful. But other staff I’ve encountered over the last few months made me feel like I was not important to them (maybe because my dress cost $200 and not $500). And some of the other bridesmaids echoed this sentiment. I understand they might get lots and lots of unsolicited business, but that doesn’t mean they have to treat their customers disrespectfully.

So that’s my spiel about Priscilla of Boston! I don’t think I would go to them again.

Explore posts in the same categories: boston, Business, Critique

Tags: bridal, critique, customer service, dress, experience, priscilla of boston

You can comment below, or link to this permanent URL from your own site.