Custom order cossie not what I ordered; is this common?

[nimah]

Today I finally received the costume that I custom ordered from Dahlal 6 months ago. All my costumes prior to this one have been bought used or off the rack, so I was really excited to order a costume just for me.

Here's the problem: the costume I received has several differences from the costume pictured on their website. The site does say "Please remember that because the costumes are made by hand, slight variations in color and beadwork will occur. We cannot be responsible for slight design variations."

So my question is, what qualifies as "slight"? What have you gals' experiences been with custom ordering costumes? Is it common to receive a costume with several differences from what is pictured and/or from what you saw on the rack?

My point in posting is not to be a whiner or an ingrate, but to seek you gals' advice on whether I have enough cause to share my disappointment with Dahlal, or if my disappointment is not called for, and I should just hold my tongue.

The costume pictured on their website has only silver and gold embellishments. The costume I received has only gold embellishments. There is no silver anywhere in the costume, so I can't wear it with my silver jewelry (which is what I intended)...and it also has lots of sequins that are kind of a greenish, peacock-kinda color.

The costume pictured has very long gold fringe coming down from the center of the bra. When I tried on the off-the-rack one that Dahlal had back in October, I was very impressed by this fringe. It was so long, it almost touched the top of the skirt. The bra fringe on the costume I received is not gold, but black, and it is only about three inches long. The fringe on the skirt in the website photo is also gold, and several inches long, but the fringe on the skirt I received is also black. Because it's the same color as the black skirt, the fringe doesn't "pop" like the gold fringe does.

And speaking of the black, the costume I tried on was made of a lycra with a twilight finish to it. (like where if the light hits it it kind of has a tiny bit of a shimmer to it?) The lycra in the costume I received is straight black.

The arm gauntlets in the photo are shown worn from the wrist to the elbow, so when I supplied my measurements, I measured my wrist and just below my elbow. The gauntlets I got, I can wear up at the very top of my arm, and they're still too big. Also, both the gauntlets in the photo have the same design on them. One of the gauntlets I receved is an inch longer, and an nch bigger around at the top, than the other one. And the 2 gauntlets have 2 different designs on them. The smaller one actually has a more crowded design than the larger one, which is designed more sparsely, so they look very odd together.

The bra cups are huge. I do not look at that bra and think, "The people who made this had my small chest in mind!" I stuck some "add a whole cup size" pads into them and they'd probably still need a little more padding to not gap on me. While it's amusing to sometimes pretend that the boob fairy had been a little more generous with me, I think that cups that big kind of overwhelm my little frame.

(A note regarding the too-large gauntlets and bra: I had a professional seamstress take all the required measurements before I ordered the costume, so I know that I was measured accurately.)

Another huge discrepancy is the design along the body of the skirt. I actually don't mind this difference because the design I received is more elaborate than the design pictured, but I'd be really annoyed if the design they decided to slap on there instead of the one pictured was a design that I really didn't like.

The beading that lines the top and bottom of the gauntlets, the edge of the headband, the top of the skirt, and the outline of the bra is shown as gold in the website photo. On the costume I received, it is black, so it's pretty much invisible, unlike the gold, which pops.

On top of all this, there are 12 rhinestones missing. There aren't any loose rhinestones in the box they shipped it in, so I know they sent it out that way. Rhinestones falling out during normal use I can understand; paying good money for something that arrives already defective is just maddening.

Lastly, there is some perilously loose thread along the beaded hem on the skirt. I can't pull it tight because the loose thread is knotted in the middle. I'll have to totally restitch it if I don't want to risk stepping on it and breaking the thread.

The skirt is 1" shorter than the length I specified. I'm tall, so I'm very picky about skirt length.

I look at the costume and I think, "That is a beautiful costume," but I am disappointed because it was not what I was expecting.

Man, I'm just so bummed. I don't think I'll be special ordering from Dahlal again. Next time I need a costume, I'm bugging you guys instead, because I like you all much better, and I know that I'll get what's described! :)

[ouroboros]

That's just not "slight variations" in my book! Grrr! I would send it back...

[Bellydancingcaroline]

Go with your gut. I do this at the hairdressers - if I am not happy I tell them. It is their job to keep me happy :-) Actually, you aren't likely to order another custom costume from them at present, so it is in their interests to fix this for you. I suppose you need to decide if you will send the costume you have back to get it altered, or if you just want a refund.

[banatsusan]

How very disappointing for you! If it was me I'd be on the phone complaining!! I'd start first with the bra size. I assume you measured correctly and specified cup size. I've had the same problem when I ordered a Pharaonics through Audrena (which took almost a year to get) and she was very sweet about taking the costume back and then gave me the option of reordering or taking something she had in stock. I haven't had to send anything back to Dahlal.
Did you specifically order the costume with both silver and gold? If not, that is something you should specify if you order again. I would say the short fringe on the bra, the black beaded edging, and the fabric would be within the variations. If you really didn't like it I would add that to my list of complaints and be specific that you really wanted the gold trim and long gold fringe, that is why you ordered that design--and I would for sure complain about the gauntlets not matching. If you decide to call Dahlal (I would!) I would make it very plain that the problems are the oversized bra, mismatched gauntlets, and lack of gold beading in the fringe and edging. A custom ordered costume should at least be relatively easy to adjust to your size -- not something that overwhelms you and should be something you love the moment you first see it!

[Lucinia]

Sounds more like they sent you the wrong costume and someone else has yours. Not an uncommon mistake... labels or orders get mixed up...

[shaynaz]

i agree with banatsusan, you need to give them a call and get the costume redone or returned. Always specify colors, and accent colors. For the most part every costume i have ordered has had a few things wrong but not too bad. The last one i got i asked for extra long straps and gave the measurement so they will "X" in the back. No such luck, but i was happy with what i got otherwise so i didnt complain. A long time ago i ordered a pharonics and wanted this one costume as pictured on the website. i got a completely different costume. although same color as i wanted the skirt and sleeves were not as ordered. I kept it cuz its one i had not ever ever seen. It was done with all bugle beads. I dont know if ill ever want to sell it. It comes to mind, sell it. But then i say No Way!!!!

[*maria*]

Whoa, you got the wrong costume. Send it back -
I custom order alot, and slight variations are slight, not what you describe, what you described is the wrong costume. Especially with the bra size, fringe, color, etc., etc.
So sorry that happened to you.
I've gotten costumes that had a rhinestone missing, and I called and they sent me one, but not that many as you have had.
I never got the wrong bra size either.

[ssipes]

I agree that these are not "slight variations". Especially the bra size and skirt length. These are not really fixable. I would make a detailed list, starting with the sizing issues. Hopefully you will be able to return it for a refund or at least credit towards another costume.

If you reorder, I would specify the fabric details, and the bead/fringe colors and lengths. I have done that in the past with good results. The more you can describe what you want in writing the more likely you will get what you want.

Sedonia

[Azeeza]

Thank you for posting this.

I was considering purchasing the French Quarter design from Dahlal's website, but now I don't think I will.

Too many uncertainties with a whole lot of money being spent.

Azeeza

PS I'm very sorry for the huge discrepancies in the costume that you custom ordered. I'd be very angry and upset.

[nimah]

Thanks to all of you for your comments! I appreciate the advice and support. Keep 'em coming! :)

I suspect that I did not receive the wrong costume, because while the bra cups are very large, the hooks for the underbust are set at about the right place for my ribcage. There's like 6 inches of overlap on the band (I was kinda hoping for not so much overlap...a little is good, but not that much), but I have a 28" ribcage and I can't imagine there are many people with that measurement. The waistband on the skirt is similarly tiny, and therefore the correct size for my hips. Also, I noticed that this costume is no longer pictured on their website, so I imagine there aren't many people waiting on this one...

*Ugh.* I guess my take-home lesson from all of this is that it pays to be a total detail nazi when you order a costume. It's not enough to provide 11 different, professionally-measured measurements...you've gotta spell everything else out for them, eh? Maybe they should put that on their website.

[Azeeza]

I see Dahlal's policy page. Here it is:

15 Day Return Policy
We will gladly accept returns on costumes, scarves and accessories with a credit or refund of the item. (Sorry, shipping fees are non-refundable.)

To return costumes, scarves, or accessories:

1. Call or email for an authorization number.
2. Return the item with its original receipt, in its original condition. (It cannot be altered or damaged in any way.)
3. Return it within 15 days of the day it was shipped to you.
4. We highly recommend insuring the package you send. You are responsible for the merchandise until it reaches our company.

We do not accept returns on videos or music, unless they are damaged or defective. For damaged items, we will gladly send a replacement when we receive your returned item.

All sales are final on sale and clearance items --- except costumes ordered from our website. Clearance costumes may be returned, in compliance with our return policy, only if they do not fit.

And their custom order policy:

Custom Orders
Many of our costumes can be custom ordered to fit your exact measurements. In most cases, there is no extra charge for this service. Custom orders take approximately 12-16 weeks to arrive and require a 25% non-refundable deposit.

Payment information:
Payment is due when the costume arrives in our office.Your order will not be shipped until the costume is paid in full. While your order is being made, you can make monthly payments, or wait and pay the balance in full when your order is complete. Statements are mailed on the 25th of each month, regardless of whether or not you choose to make monthly payments. If you are delinquent in paying for your custom order, you will be charged a 1-1/2% monthly finance charge. If we do not receive total payment within 6 months of the date you placed your order, and your costume has arrived, you will forfeit your order, your down payment, plus all payments made.The costume will then be restocked for sale. Important: Once a custom order has been placed, you cannot cancel it. Because your custom order is made to your exact measurements, we cannot offer a refund on it.

Receiving your custom order: Custom orders normally take between 12-16 weeks to arrive. Our costumes are handmade in Turkey or Egypt. Once they arrive from overseas, they have to clear customs before we receive them. We will inform you by phone or email when your custom order arrives.

[amyraks]

I custom ordered a Pharonics butterfly fantasty costume at Rakkasah through Dahal in October. Dahlal measured me right there (I was a little worried) but when I got the costume it was exactly what I ordered. I was only interested in the bra and belt because I knew I would get a Lrose beledi dress to go with it. With a few minor alterations it works. I am always worried about the cup size, I have a large cup size and I don't know if costume makers really know how to deal with it ( I don't know even how to deal with )When I got the costume I was pretty sure it was too big, but it actually fit.
It's possible because Dahlal saw me in person, that it all worked out. I was like I want this exact costume, just in my size. Though, while I was looking at the costume at their booth, some guy condescendingly said, "We do do custom orders." Well, I obviously knew I wasn't going to be able to fit in an off the rack costume, I am not that self-deluded
I just wore it for the first time on Friday, pixs soon....

[nimah]

Originally Posted by amyraks

It's possible because Dahlal saw me in person, that it all worked out. I was like I want this exact costume, just in my size. Though, while I was looking at the costume at their booth, some guy condescendingly said, "We do do custom orders."

Funny thing is, I ordered mine in person, too. They didn't ask me "hey, what color accents do you want on that?" or "how long do you want the fringe to be?" or anything like that. When he said, "We do do custom orders" to me, too, I took that to mean that he was going to order me the costume that we were looking at, but that it'd be in my size. Well, I didn't get the costume that we were looking at, and it's not my size.... LOL...

[Nisima]

Hi all, well this is worrisome, I just ordered a custom "Great Loop" in black iris that is a Pharonics and it's fairly straightforward, I mean no skirt just the bra/belt/cuff set. My prior experience with custom-order at Dahlal was the famous "Assuit Dress" where Eman Zaki was rushing and got measurements wrong for several people, eventually I was sent the correct fitting dress but the bra was trimmed differently than specified and the Assuit tie scarf had no red/turquoise accents at all. I decided to just take off the red/turquoise accents on bra so now everything matches. I was satisified ultimately becuase it fit perfectly!

I have a Pharonics "Great Loop" on custom order in Black Iris on line and I specified that "all beading and sequins done in black iris" and that I wanted jewels to be "aurora crystals". I was told by Dahlal staff that they would contact me if they cannot do a color combination, so I'm hoping this order will be in these colors, because I'm building an ensemble around this bra/belt so it's imporant.

Even though both my orders are "custom" I have found Dahlal and staff work hard to ensure fit is reasonable if not perfect so I don't mind minor alterations. But if colors are substantially off, I think you should send it back to be redone if fit is okay. I see their policy is "no refund on custom orders" but if you specified what you wanted in writing, my feeling is that they have an obligation to stay within a reasonable range of "variation".

--Nisima, here, hoping that her "Black Iris Great Loop" doesn't arrive with silver sequin base instead of black iris, or big gold crystals instead of aurora, ewwwww that will not work................Silly me, I thought when you "custom ordered" that means you get what you ask for.

[shimarella]

Hi Nisima, your great loop sounds gorgeous and exactly what I've been thinking about ordering!

Anyway, slight variations are one thing but it does sound like this costume needs to be sent back. Sometimes you can live with "designer discretion" but it's your money and you should get what you want. IF you look in my gallery, I'm wearing a green set ( that I sold to Tanya recently). It's gorgeous but what I had asked for very specifically was olive green/moss green/matte grey. Er, that's not it, now is it? Dahlal was nice but dissuaded me from returning it ( as did the husband) but in the end, I wasn't happy with it which is what contributed to my selling it.

[jmdruadh]

I'm still waiting to receive my custom-order from Dahlal (should be here *any day* - I'm biting my nails), so I can't speak from specific experience. However, I did talk to them at length before I ordered, and they did mention that they sometimes have to harass the manufacturers until they get what you want. They did specifically say that if the costume doesn't fit (not counting weight changes) and they couldn't alter it themselves, they'd get another one from the manufacturer.

Since it sounds distinctly too big (if the "add a size" padding doesn't prevent gaps, it's definitely the Wrong Size), there's a good chance that you'll be getting a new costume, in which case you might be able to get the design changes fixed at the same time.

I'd talk to them, and see what you can work out. My impression is that they want to make us happy. As long as you politely explain why it doesn't work for you as-is (and specifically which features are important to you), I suspect they'll make things right.

As a side note, I would at all costs avoid the "the customer is always right" attitude, at least until it's your last resort. That's pretty true for any interaction, but I'd say it's particularly important in a case like this where there's some question as to whether this is the vendor's responsibility to fix (although from your description, I'd say it is). I've been doing tech support at my university for 7 years, and when someone comes to us with a huffy manner and a sense of entitlement, we do our jobs and get the problem fixed (we're professionals), but when someone is polite, reasonable, and patient, we *bend over backwards* to get them what they need.

From your previous message, you don't sound like the huffy or self-entitled type, but I thought I'd mention it. :)

[teakpeek]

I have recently had a problem with Dalhal but I'm waiting to see the outcome before I post.

[badriya_al_ahmar]

Originally Posted by Nisima

Hi all, well this is worrisome, I just ordered a custom "Great Loop" in black iris that is a Pharonics and it's fairly straightforward, I mean no skirt just the bra/belt/cuff set. My prior experience with custom-order at Dahlal was the famous "Assuit Dress" where Eman Zaki was rushing and got measurements wrong for several people, eventually I was sent the correct fitting dress but the bra was trimmed differently than specified and the Assuit tie scarf had no red/turquoise accents at all. I decided to just take off the red/turquoise accents on bra so now everything matches. I was satisified ultimately becuase it fit perfectly!

I still don't have mine! The hold up at this point is the beadwork on the belt. I emailed three weeks ago and left voice mail last week to ask that they just send me what they've got, the belt and some loose beads and I'll do it, or just the belt if they don't have the beads and I'll either live with it or find beads on my own. No answer yet. Did I mention this smiley face yet:

Nimah, if there's six inches of overlap when the bra is closed, I would guess that you got a bra from another costume that was jury-rigged to fit your band size and they figured you'd stuff the rest, and that's why it doesn't match the original design...

[ChristinaRizkallah]

I would call Dahlal and tell her all your discrepanies and ask that the costume be re-made. I haven't ordered directly from Dahlal in a few years, but my recollection is that you have at least 10 days from the date on the receipt to get a refund or exchange. I would not keep the costume because you are not satisfied with it and you don't want to pay good money for something you are not satisfied.

I do not know who the designer is since you didn't specify. But I do know if its Pharaonics, they should be able to do it over. But Pharaonics doesn't usually make those mistakes that you mentioned.

In the past I ordered about 10 costumes from Dahlal, 9 were Pharaonics and the other was Madam Noussa. The Madam Noussa came out exactly as pictured on the web site. The Pharaonics costumes may have had slight variations, but these were good variations, like mine being costume made versus "mass produced for Dahlal" had more beads, more sequences, more crystals, more spectacular in person then pictured on the web site. In other words, I was happy with the slight variations because it made my costume better than what was pictured on the web site. Only once did the material come out differently. I ordered a lime green dress and the skirt of the dress was lime green organza instead of lime green chiffon, which actually proved to be better. So in my experience, the slight variations were enhancements, I was happy with them. But in your case, the "slight variations" are not slight, but are actually totally different than what you ordered. You are entitled to getting a refund or exchanging it for another costume to be made. For the most part, when I have custom ordered through the designers themselves, they give exactly what I asked for or if there are variations, I am usually pleased with them. You should definitely contact Dahlal as you don't seem satisfied and you are within your right to do so.

[Samira_dncr]

Keep us posted and let us know how Dahlal handles this for you....

--Samira
www.bellydanceintensive.com

[nimah]

Originally Posted by Samira_dncr

Keep us posted and let us know how Dahlal handles this for you....

--Samira
www.bellydanceintensive.com

So far so good... Debbie got back to me pretty quickly. She said that the gauntlets never should have left their warehouse like that, and the skirt should have been checked over more carefully. She said that I should send the costume back and she'll have a look at it to see if it can be fixed, otherwise she said she'd issue a refund or credit. So we'll see!

[Samira_dncr]

That's good to hear. Sometimes how a company handles a mistake speaks more about the company than anything else. Thanks for the update.