The following photos should be enough to show Aculas substandard alteration work - shortening hem and lifting shoulders - but it was the way Tracy handled the situation that warrants this warning to other brides.I went back to Acula after the wedding re: the uneven lace (I was more concerned with the lace than the hem) and Tracy said she had given the dress to Rachel to alter, despite the fact I have never had any dealings with Rachel before. Tracy admitted this shouldnt have happened and offered to fix the lace for me (again, implying SHE was going to do it). We picked up the dress after a month (Tracy happily said: Yes! Its all fixed for you!) and immediately noticed that it was significantly lighter than when we dropped it off. Upon checking, I had a massive meltdown because 1. She did not fix my dress, 2. A layer of the underskirt was missing.When my husband called Tracy about the missing underskirt, she said Lisa told me to remove it and asked us to drop in when we denied this completely. This phone call, and the subsequent meeting, was recorded on our phone as a friend had mentioned Tracy had also taken a layer of her skirt without permission or consent. (we mentioned this to Tracy and she blamed her husband for it. This is not true, as the email thread was with Tracy) When we saw Tracy the next day, she simply said I had removed an underskirt but that was another Lisa. She then claimed my dress did not have an underskirt, and when confronted, told me I was probably wearing a detachable one. When asked why the lace was untouched, she tried to blame Rachel again (Rachel was there and denied this) but then admitted: We are busy and have many dresses come in. Sometimes it happens. - horrible excuse for a business.I had spoken to Citizens Advice who told me I had to be given a full refund as a MINIMUM but when I asked Tracy for it, she got very defensive and said Im not going to give it to you. When I told Tracy I had already spoken to my bank and they agreed to pursue my case, she reluctantly gave me my refund and rudely said I am very angry right now. The bridal shop has confirmed in writing that the underskirt stitching has been tampered with so either Tracy is lying, or somebody with access to her shop has stolen the skirt (it was a £800 designer dress). She completely denies this, of course. The second to last photo shows the tampered part of the dress. I have also attached in the last photo my friends dress to show that her hem was uneven as well. Tracy does not take responsibility for mistakes and always tries to blame others before she gets caught out. Utterly appalling tailoring and even worse customer service.