-Late June/Early July: The dress arrived at shop over 3 months before my wedding.
-July/August: I had two alternation appointments.
- Saturday, August 27th: At the third appointment, a deep purple stain about two to three inches was discovered on the train. When they called to state they had cleaned it, I returned (from 30 minutes away) to confirm. Unfortunately, that stain was now a lightly worn/transparent spot. Regardless, it was suggested I try the dress on because I could only see it because I knew where it was. When I placed it on, a new larger (yet lighter stain) was now in a different spot also on the train. Then, I was I told I would be called with their game plan by end of business Monday and all my alternation would be compensated.
-Monday, August 29th at 5:55 PM, I called them, as I had not been contacted. At this time, I asked for an update and was told a cleaner had completely addressed the issue, and I could inspect it at my convenience. I set an appointment for Friday.
-On Wednesday evening, I received a call that my dress has not been successfully cleaned, and actually, they would have to order a completely new dress. They had not spoken with Mori Lee yet about a delivery date but would follow up. At this point, I requested they speak only to my mother, as I work during their business hours and was concerned I could not handle following up with them and/or getting any more bad news, especially during my working hours.
-It took them several days and a few follow up calls, but they eventually said the delivery date for my new dress for my October 8th wedding was September 30th. They offered to keep my original dress for the measurements to help with the next dress and for my bridal portraits, which were now a week away. Shortly following that, I declined the dress for my portraits and cancelled the session. I did not feel comfortable taking pictures in a dress that was no longer “mine.”
-A follow up call by my mother a week before the delivery date, lead to a discovery that the delivery date had been moved to October 3rd without that being communicated. When reminded that they promised no later than September 30th and that the October 3rd would not even give them a week to alter it, the date was moved up to the September 29th. Without my mother’s follow up, it would appear they would have just let this date slip with no notification.
-I had three additional appointments (spending precious hours the week before the wedding on something that should have been done a month before). Since two of the three were during the week, I had to attend one without a second pair of eyes.
-I will report that in the end I did in fact wear a dress from Lulu's down the aisle but to do so I had a lot extra stress, lost time due to extra appointments and phone calls, and tossing and turning at night for fear that the dress would not work out.
Note: The manager and owner never reached out to me or my mother, only assistant managers and the alternations lady, Ruth. My mother finally met the owner when we picked up the dress because he happened to be there. At that time, he said he would talk to the staff about liquids near the gowns. There was no apology for the lack on communication on his staff’s part. Overall, he implied we should just appreciate that we had the dress in hand (two days before the wedding).
If you are thinking of gambling with LuLu’s, my advice to any friend would be that based on my experience, three extra appointments (in addition to the traditional 3), lack of communication, numerous phone calls (to keep informed), wishy-washy information, and the resulting stress are absolutely not worth the free alteration LuLu's compensated me with.