Rakich and Rakich Complaint - Horrible Customer Service
LORAIN, OHIO -- I am compelled to get the word out regarding the way I was treated by the owner of Rakich and Rakich. I rented a tuxedo for my son's prom, which was held on May 9th, 2009. We picked up the tuxedo the Thursday before, and my son tried it on in the store. Not having done this before, I was paying attention to how the tux fit. I did not inspect the suit from top to bottom looking for stains, or anything else wrong. The owner was very nice and stayed with us as my son tried on the suit. The shirt became wrinkled, and I made a comment about needing to iron it to touch it up before the prom. It was made in a joking matter - meaning my son didn't take the time to carefully put on and remove the shirt. The owner jumped in and said he would just give me another shirt.
I was pleasantly surprised, as I never would have asked or expected him to do that. Ironing would have been no big deal. We left, and didn't take the suit out until it was time to get ready. As he was getting dressed, we realized the sleeves on the shirt were shorter than they should have been, there was a stain on the tie - right below the knot, and one of the cuff-links was broken. Needless to say, I was a little upset about about it. There was nothing we could do at the time, so he had to go as was. When I returned the suit on Monday, I asked for the owner, and was told he wasn't there. I explained to the employee what my issues were, and he said I would have to talk to the owner the following day. This bothered me tremendously, because the employee was unable to make a decision on how to satisfy a customer.
Also, this store is about 25 minutes from my home, and I can't just drop everything and run back. I called the owner on May 12th, and I was a bit taken back at how defensive he became before I barely had a chance to finish speaking. He claimed that he "was nice to me" (which I never denied), my son tried the tux on, and nothing was said (I never saw the shirt because he had the jacket on when he came out of the dressing room), and that they get hundreds of cufflinks and they break sometimes. Again, extremely defensive. I told him that he charged me a $5 damage waiver, but "I" received the tux damaged. He kept asking me what I should expect him to do to make me happy, and I said that I thought a small credit should be returned. He said he would absolutely not give me any money back. He said "the tux was only $59.99" (which it was actually $64.99 with the additional $5?). I guess he was saying that the tux was considered cheap, and what did I expect.
I asked him if he was truly treating a customer this way, because he did a complete 180, since the day I rented the suit. I was so shaken up at the response I got to a simple conversation about the quality of the suit I received, I felt that I had to let others know. Yes, the suit was inexpensive compared to other places. But, in the end, I wish I had gone to a different place, even if it meant spending more money. The aggravation I got from it is just not worth it. And, I am still floored at the way he treated me.