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7th November, 2008
KOTA KINABALU: A bridal shop was ordered by the Consumer Claims Tribunal to pay RM175 to a customer who was unsatisfied with the service rendered.
The customer, Cherilyn Epol, told the court that on March 15 this year, she booked a wedding dress package at Victoria Bridal Gallery which amounted more than RM1, 888 plus some other services.
On Sept 25, she paid an additional RM500 as deposit for the wedding dresses which she understood would be refunded upon return.
However, when she returned the dresses on Oct 4, the shop refused to make a full refund of the deposit.
She claimed that the shop had deducted RM150 from the deposit for payment of flower girl’s dresses and RM250 for cleaning of the wedding dresses.
Cherilyn was originally seeking an order from the tribunal to ask the company to pay a full refund of the deposit.
A shop representative, Siow Nan Yee in her defence said the purpose of imposing the deposit was to ensure customers returned all gowns or dresses in good condition.
Siow claimed that the upper lace-layer of one of the flower girl’s dresses was torn in several pieces and the whole dress was stained with food, drink and dirt when it was returned.
She further claimed that the whole skirting of the white wedding gown was covered with black stubborn mud even after three washings.
She said Cherilyn had taken the gowns in good condition but returned them in an unacceptable condition.
“We charged her only after several washings as some stains still remained on the dress, giving them a lower value now,” she said.
She added, “Not only did she refuse to pay but threatened us by making chaos in the shop in front of other customers.”
Siow told the tribunal that Cherilyn even provoked a fight with one of their staff.
Tribunal president Rungit Singh told both parties that their conduct was ‘inappropriate’.
“We should treat people with courtesy. Customer service is very important. Even in front of me, you are treating your customer badly. Don’t take the law into your own hands. Call the police if a situation turns bad,” he said.
Rungit Singh did not agree with Cherilyn who suggested that the RM250 for the cost of cleaning the dress be divided among both parties.
He said he had to disagree with Cherilyn as she was responsible for the dress.
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