**A friend of mine had a really bad experience with AlleNora. AlleNora has lost their valima photo shoot, have highly misbehaved with him and his mrs. and also have not refunded his money. Moreover, i have heard from a number of people other cases of losing jewellery, wedding dresses, photoshoot pictures…
I am pasting the legal notice he sent to the owner. Please be careful when going to parlours as they can create a lot of inconvenience for you. Many of you, Masha Allah, would not have faced any issue with them but for future references please be careful.
Excerpt from legal notice (without the names):**
"**Subject: Regarding Loss of Walima Photo-Shoot**
This is to bring into your notice that I along with my wife, ABC had a Walima photo shoot on 11th of April, 2009 at your studio by Mr. Wajid. As per commitment, the shoot was to be delivered after a long enough period of one month on 11th of May, 2009. We visited the salon on 12th of May to get the photo shoot but to our disappointment, we were informed without any regret and with total lack of customer care that the album was not ready yet. The stress did not end here, the management of the salon, if there is any, failed even to find the digital images of our shoot. After having us wait under burning sun for three hours, we were asked by Ms. Fareeda to leave with the unpleasant message that the images have been lost and we will be contacted as soon as we find them.
Courtesy the respect given to customers by your esteemed employees, none bothered to call us or update us on the status of the photo shoot, as per commitment, for next 24 hours. We repeatedly called on 14th of May, 2009 but none responded positively. The phone was put on hold without even listening to what the caller is trying to say. The receptionist gave the good news on the 14th of May 2009 that the studio is sending all the shoots of 11th April 2009 for printing today, when they should have been ready 3 days earlier, as per commitment. We tried several times to tell the respected receptionist that ours is a special case where the studio has lost the digital images but she did not bother to listen to our “crap” and continued her recorded story.
I am pretty much confident that I am not going to get the shoot but for some reason my wife still has some magical confidence in you guys. For this reason, she called the studio again this morning (15th of May 2009) and faced the same expected fate. She talked to some three persons and none of them had a clue of our case and none of them was able to update us on the status. Again, she took our contact number; and probably has disappeared to the mountains of Koh-Kaf as we haven’t heard from her since then.
I am extremely disappointed by the unprofessional rather unethical and awkward behavior shown by each and every of your staff members. Allenora was recommended by family members and I regret my decision in choosing you guys for the big day and for sure I am not going to let anyone choose you guys again if this continues. “There is a difference between good and excellent” says your profile at your official website; likewise the first thing everyone at Allenora needs to be reminded of at the moment should be “there is a difference between worse and worst.” For a customer, how much respect you give him and how much you care for him is more important than the quality of make-up you will provide. This experience of mine with you guys was without a doubt the worst experience of a lifetime. One could not feel more irritated than what I have felt in this time. I have been through a continuous stress, anxiety and depression because of the extremely unprofessional and unethical behavior of your staff members and the utmost lack of customer care and feedback mechanisms. Customers are what make you; you are there because of your customers. Once your customers take you to the top, it becomes an obligation to respect them and care for them. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.
A huge range of factors can contribute to customer satisfaction, but your customers take into account:
- **how well your service matches their needs – **sometimes it does, sometimes it does not. The make-up artists don’t even bother to listen to the customers and do whatever they feel good. After all ifs the customer who you should listen to and serve no matter how rubbish the customer may sound to you. They have paid you after all.
- **the value for money you offer – **overpriced !
- **your efficiency and reliability in fulfilling orders – **Poor rather pathetic. Brides are always delayed from the promised time, this happened to me as well. Customers can not rely on you guys at all. You commit to have the bride ready by 7 PM and she is sitting only with foundation on her face even till 7:15 PM – how reliable. The staff should understand that this can spoil the whole function which guests waiting for the bride.
- **the professionalism, friendliness and expertise of your employees – **The staff is extremely unprofessional and non-friendly. They just don’t listen to what the customer is saying. They have too much of work to do or they are too much pissed at the customers that even their gestures and postures give the impression as if the customer is the most hated person at the salon.
- **how well you keep your customers informed – **There is no concept of keeping the customer involved or informed on anything. The album was committed to be delivered on 11th of May 2009. I came back to Lahore traveling 300 Km to get that and got to know it’s not ready. Why could you guys not make a phone call to the customer few days earlier and let him know? Even after telling me that it’s lost, none bothered to keep me updated on its status by a phone call or even an email.
- **the after-sales service you provide – **Huh ! Had there been any after-sales service, your services must have been much better. I could not see any concept of customer feedback active at the salon. My wife told me that someone came to her and asked her how was her experience. When she told her about all the odds and bad things she replied, ‘*Well, see this stuff happened in the world. Then you know Allenora is the best, everyone comes here for the make up, so one has to accept such things.” *Your staff needs to understand that respect and care are the most important aspects for a customer, not the service you are offering.
I am listing below the statistics briefly to help you in case you wish to help us get our album:
- Bride: ABC
- Groom: XYZ
- Walima Shoot Date: 11th April 2009
- Photographer: Mr. Wajid
I am expecting an official correspondence by the salon to me at the below mentioned postal address ASAP. I sincerely hope that you will be able to seriously take this case further and update me on this ASAP. All the phone calls that I have made to the salon have been recorded for legal reasons. I hope you understand the fact that the highly responsive media and internet have helped the consumers to raise their voice when they face issues with the service providers. I have the right to take this matter to consumer courts if I continue to face these issues, but I hope you will talk to your staff members regarding this and update me on this positively ASAP.
Best Regards,"