Ron
Shawnee,#2REBUTTAL Owner of company
Fri, November 21, 2008
A coat was brought into my business with the sleeves coming apart (unraveling) from wear and tear. We were asked to clean and repair the coat. Our seamstress could not do the repair and reproduce the original look because of the type of material. The coat in question was then sent to our re-weaver to see if the she had any ideas on how to repair the sleeve. Our reweaver also stated that all that could be done is to oversew the sleeve otherwise the coat would continue to come apart. Both felt the problem was due to poor construction. The lady stated that the coat was relatively new and my supervisor told her to return it back to the store for a new coat or refund. She stated that she did not have the receipt and just wanted the sleeve repaired so it would not unravel any further. I looked up the "RN" number on the coat label on the FTC website and found that the coat was much older than stated by the customer. I would not clean the coat in the condition it was and told Debbie (my supervisor) to return the coat to the lady. We explained to the customer the only alternative we had was for my seamstress to oversew the sleeves. The customer agreed to the repair, but when the coat came back she then complained that she did not understand what we were talking about and that the coat did not look like it did when it was new. Debbie reminded her that she was informed fully as to why the coat could not be repaired like new and that she had approved having our seamstress do whatever she could to prevent any further unraveling of the material. The customer wanted me to give her the coat back and also buy her a new one for ruining it. I stated that we never cleaned the coat and that we had gone to great expense having other professionals examine her coat to see what could be done. She was fully informed and she approved our seamstress fixing her coat. I explained that we did not damage the coat, and after explaining all her options, repaired it with her approval.