I had the WORST customer service experience here EVER for ANY business
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Let's go back to April 1 2013. I brought in my grandmother's vintage dress for restoration. I came to Rave because of a recommendation from a friend. I spoke to the owner, Stu, who seemed thrilled to have this dress to restore. It needed to be cleaned and have some small intricate bead work fixed- a lot of it was loose and there were 2 small (1-2 inch) places where it was missing and he said he would find the closest match on new beads for it. I was fine with it not looking exactly the same. I asked how long it would take- thinking this might be several months. He said 2-3 weeks! He even wrote it on my ticket. This was great since I wanted to wear the dress in 4 weeks on a family trip.
I called the business almost 4 weeks later- just 3 days before my trip to ask if the dress was ready. The woman who answered the phone couldn't give me an answer but said stu would call me back. Let me just say that Stu never actually called me back in the YEAR long saga this turned into. I called the next day and the woman seemed surprised Stu hadn't called back. She then promised to get back to me that day. Nope. I called again and caught Stu there. He seemed surprised that I thought the dress would be ready since it needed some handwork. He did tell me that they had cleaned it. I said ok- I just called because I was told originally it would be done. He said he would call when the dress was done.
I waited 3 months and called back. This time the woman who answered the phone wasn't sure what dress I was taking about. I described it, gave a ticket number, and asked the status. She said Stu would call me back. Nope. Over the next week I proceeded to call 2-3 more times. The woman on the phone said she did talk to Stu and that he said he would call when the dress was done. So basically he was NOT going to call me back. She then said that she knows stu takes a long time, but I will be happy with the work. She also said she thinks he is almost done. I asked her to verify that yes they have the dress and yes are working on it. She said yes,
So we play this game for awhile. Finally in March 2014 I am done. I was willing to let them have the dress as long as they needed so that the work could be done correctly, but they were treating me like I was a bother to them. I called and said I need to pick up my dress. The lady has no record of my dress and can't find an order based on my ticket number.. I then tell her I took a photo of the dress and can email it to her right now. she says ok and then magically Stu is there and picks up the phone. He says the dress will be done by the next day, since they have to clean it due to it being in a bag there for so long. Excuse me? I was told multiple times that I would be called when the dress was ready- no one EVER called me and he was acting like I had abandoned the dress there.
I wait 2 days and go there after work- in traffic it's an hour drive and I just make it before closing time. I am prepared at this point to call the police if he can't produce the dress. When I show up, he does go get the dress but explains to me that he didn't realize it wasn't done. WHAT??? In almost a year, the only thing done to this dress was a cleaning. He pointed out all the loose bead work that needed to be reinforced because it was going to fall off so easily. No kidding?! We talked about this the day I brought the dress in. He was completely throwing his staff under the bus.
Stu then tells me that it will be ready within the week. He asked if it was a long drive for me, and I told him yes- in traffic it takes me an hour. He then said he would ship it to me at no charge. At first I thought this was great! He said I would be receiving a tracking number in a few days.
I waited 5 days and called to ask for the tracking number. Surprise surprise the dress hadn't shipped and they said they planned on dropping it off at my house for me. An employee was going to bring it on her way home from work- sometime between 5-6pm most likely. Great. My husband was home by 4:40 and guess what- NO DRESS! GRRRR
I called the next morning and was told the employee showed up at 4:45 and I wasn't home, and she called me but I didn't answer. BS! I only have a cell phone and there were NO CALLS. Plus my husband was home.
I took off work the next day and showed up at Rave for my dress. Again my next step was to call Scottsdale PD. But they had the dress and I actually got it;, cleaned and fixed. And for the price he quoted me a year earlier.
So- was the work on the dress good? Yes. Was the price fair- yes. However I will NEVER go back there again and will discourage anyone from going there. It took 11 months, 3 trips there, and multiple phone calls that were NEVER returned for me to get my dress. Plus being lied to constantly is a dea lbreaker. I WON"T be back.