Buyer Beware: ISIS EXCHANGE


“How to make Egyptian dressmakers starve by ordering & returning a belly dance costume”

Great place to order from, if you don’t inquire as to when your costume will be delivered, or need to make an exchange. Or expect them to do much to follow through... Yup.. that’s “good customer service”

www.isisexchange.com/

Isis Exchange’s BBB Report: www.bbbsoutheastflorida.org/BBBW....aspx


----------Back Story------------------------------------------------

My troupe pitched in to buy me a nice, professional styled costume as a way to thank me for all of the work I put into getting our troupe up and running.

Being a non-standard portioned person (minimal chest, broad hips, plus a jiggly mid section), I knew that I would need to order a custom costume to have a matching bra & belt. I found a beautiful and unique costume at Isis Exchange and I was sooo happy to have discovered a company that not only offered a unique custom made costume, but a reasonable price. Without much hesitation, I ordered from them in early December ‘07.

In Jan ‘08, I received my costume- only to discover, that indeed the costume was beautiful, but by no means made to my exact measurements (as promised by Isis Exchange). The single piece gown’s torso was incredibly long– if the thigh slit sat where it was supposed to, then the hard cupped breast forms came to just under my chin! If I put the boobs where they are meant to go, the thigh slit was just above my knee. This was not a costume I could dance in! Not to mention that the zipper popped, and there were several highly visible white tailor paint markings across the bodice (that I could not easily remove). Sadly, I had to return this gown and exchange it for something more safe (ie not incur the length problem) and that could be produced in a shorter time frame for my March show. Because all exchanges are not offered a refund, but a 75% credit to be used at the store, I was stuck re-ordering another costume.

I spoke with Mou, the production manager, and he was very friendly and seemed to understand my dilemma. He helped me select another costume, and I was feeling pretty good about the whole thing, tho’ more than a little nervous about the time frame. He told me that my order would be submitted right away.

Through out the rest of Jan, I had not received a invoice or purchase order, so I emailed the company, and I received an invoice on Feb 12, 2008. I have honestly come to believe that my order was not even submitted until I contacted the company!!! Anyway this invoice had an expected date of March 5. Sweet! 10 days before my performance! I was very excited.

----------Here’s where it gets more dramatic-------------

March 10— No costume. I called the company, and managed to speak with Billy. I explained my concerns to him. I was informed that my costume would arrive early next week (two days too late for my performance), I asked if was joking, and said that this is unacceptable. He told me he would look into and call me back by the end of the day.

March 11- Getting more worried, I called Isis Exchange. No answer. I left a message. I called back an hour later, this I time I spoke with a woman who assured me that she would look into the matter.

No response 2 hours later, I called again, and spoke with Billy yet again. He wanted to know what was wrong with the original costume. I explained the fit problem, and I was informed that Isis Exchange employs a dressmaker who is 55 years old, near retirement, and that at least 8-10 costumes recently have been returned to fit problems!! I was shocked! Wow! 8-10 people have been through what I am going through? Have they gotten an apology, unlike myself? Billy again assured me that he would call me back, after he spoke with his production manager. I asked when I could expect to hear back from him, he did not provide an answer, so I informed him that I wanted to hear back from him within 15-30 minutes.

The afternoon passed, and I had no contact from them. So I called again (If you ever need to call Isis Exchange, expect to not have the phone answered at any time in your ordering experience until you call them at least 10 times– seriously). During this time, I left two messages- one apologizing for my earlier shortness and I provided two solutions for Isis Exchange... the first being that my costume is overnighted from Egypt to me, at no additional shipping charge, the second the costume arrives late with a refund. My second message was a request to get the promised call back.

Finally my phone rings, and it’s Billy– he begins by saying “you called me 20 times- I had to step out of the office. Our internet is down. I’m working off a laptop, I have to go outside to find a wireless internet connection.” I offered to forward all of the emails I had from Isis Exchage so he could access my records. I was now informed that my costume was still in production, that there was no way I could have in time for my show. I was also told that my costume should have fit, as the hips stretch to 54" (and that folks is why the zipper popped!). I am embarrassed to say, but I not so kindly expressed my disappointment. Our phone conversation ends with him saying that he will contact his production manager (Mou) and that only Mou has the authority to issue refunds.


Three hours later- I hear from Mou. Mou wanted to know what was wrong my original costume. I explained to him the details. He then asked what I wanted from them. I repeated my two options for them. I was told, and I had to repeat this back to him twice out of disbelief- he offered to send me my original ill-fitting costume, or to send my the second costume as soon as it came (early next week). There was no way my costume would be shipped any sooner. Again, I explained my disappointment to him. I was then asked again what I wanted, “I said an apology would go along way right now.” He then shouted at me, and said that I was being a very difficult customer– “that there was no way of pleasing me, that he had already lost a significant amount of money a costume that was perfectly fine and fit me, that he had no desire to do business with me, and that people in Egypt were starving” (no I am not kidding here) because of my returning a costume. I was informed by Mou that “handmade items are not perfect, and that there are always errors....that an exact fit is not possible” Well, of course, I became the difficult customer he made me to be. Unfortunately, we shouted back and forth at each other. Finally, he offered to cancel my order and give me 75% refund less his shipping expenses (of what I am not exactly sure...the costume? A check in the mail?). I was pushing for a full refund and an apology– which wasn’t happening. I finally kowtowed, and had to shout this over his continuing litany of “difficult customer, starving Egyptians, I don’t want to do business with you” to be heard. I agreed to accept the second costume late, but as long as he understood how disappointed I am with Isis Exchange and that I would try to warn as many dancers as possible from using his company.

So– yes I must admit at times in dealing with Isis Exchange over the past two days I have acted like a tantrum two year old. I am not proud of my behavior, but sadly it took so much action on my behalf to find out the status of my order, and to come with up solutions to this debacle. I did not want to rip off Isis Exchange, but I did want what was promised to me when it was promised to me. The costume is due to arrive a few days post performance :-( I am hoping that will be a good fit, or at least can be altered on my end to achieve that sought after fit.

I realize not everyone has had a bad experience with this company. I read in an earlier posting, that someone had a friend who had a terrible experience with Isis Exchange, but with no explanation why. I decided to share my dealings with them to help provide better information, and to prevent someone living through this same ordeal. Hopefully this costume will provide me with enough dancing bliss to be able to overcome this crudy experience.

If you choose to order through Isis Exchange, may you have a wonderful experience and be treated well.

Please contact me if you have any questions-
Halimah bint Isadore



-----Isis Exchange’s Verbage-----------------------------

According to their website:

Off the listing of the Original Costume I ordered: (CST005)
“If you are not in rush, you can order this costume at your exact measurements.”

Return Policy:

“If you received your package in a bad condition or simply you do not like the item within 3 days of receiving it, you can ship it back for a full refund or an immediate exchange for no additional S&H costs. No questions asked!

Any special orders can not be returned for a full refund. However, they can be returned for 75% of the purchase price as a Store Credit only and it must be returned within 3 days of receipt.”


As for the starving Egyptians:
(again from their website, under “about us”)

“We are firm advocate against child labor & "Sweat Shops". We personally see to it that our employees are fairly compensated for their hard work, have good working conditions and fair pay.”