BRIDAL SOPHISTICATE

I will accept this response but I want to clarify a few things firstI did contact Andrew A [redacted] and was told once the dress is received by the salon, that it is in the salon's handsI was at first told by Nancy that Bridal Sophisticate does not do alterations, and since then have found out that the bride, several bridesmaids, and the mother of the bride are having alterations done at your shopYou did not offer the names of seamstresses for us to seeYou did offer to have a seamstress come to your shop but it would be at our costThis is unacceptable and should be paid for at your cost because of the shape the dress is inI have taken my business elsewhere, but still feel people should know about this experienceBuying a dress should be a stress-free experience for brides as well as bridesmaids

Dear [redacted],Thank you for letting us know that [redacted] complained, ID #[redacted]. The actual customer is her daughter [redacted]’s bridesmaid dress is the product in question. My response is as follows:The bridesmaid dress in question was made by Andrew...

A[redacted]. The dress’ quality issues should be addressed directly to that company. As Manager of Bridal Sophisticate, I did also express to my sales representative at Andrew A[redacted] that our customer was unsatisfied with the quality of their product. She promised to look into the quality issue. The customer also reported that she spoke to customer service at Andrew A[redacted]. As our store did not physically make the bridesmaid dress in question, we can’t speak further to the construction of the dress.Our store became aware of the customer’s dissatisfaction after the customer had taken the dress out of our store, then taken it to an unknown tailor not affiliated with our store, and reportedly received a quote of $160 to alter the dress. While we understand this was expensive in the opinion of the customer, we cannot control what a tailor (who is an independent business person) would charge. As the customer stated, we did offer to have a tailor or seamstress, who we do regularly recommend to our customers, assess the dress and receive a new quote for the needed alterations. We offered to have the tailor or seamstress travel to our store on a day of her choosing, so that the customer was not further inconvenienced by driving to another location.The customer declined this offer. The customer stated that our store would need to pay the full cost for the alterations, but our store does not pay for alterations for any customer. This policy is clearly stated at the time of purchase to all customers. This customer is part of a larger bridal party and all other bridesmaids picked up their dresses and took care of their own alterations at their cost. We regularly give customers recommendations to 4 tailors in the area, but our customers are free to go wherever they choose. After 2 days of trying to resolve this, we offered again to connect the customer with resources like any of these 4 seamstresses to alter the dress at a better price, but the customer again declined, stating we should pay for the alterations. We simply could not accommodate that request.Please let me know if you have further questions. I’m available via phone: [redacted] or email: bridalsophisticate@,email .com.Best,Nancy AGeneral Manager Bridal Sophisticate

I will accept this response but I want to clarify a few things first. I did contact Andrew A[redacted] and was told once the dress is received by the salon, that it is in the salon's hands. I was at first told by Nancy that Bridal Sophisticate does not do alterations, and since then have found out that the bride, several bridesmaids, and the mother of the bride are having alterations done at your shop. You did not offer the names of 4 seamstresses for us to see. You did offer to have a seamstress come to your shop but it would be at our cost. This is unacceptable and should be paid for at your cost because of the shape the dress is in. I have taken my business elsewhere, but still feel people should know about this experience. Buying a dress should be a stress-free experience for brides as well as bridesmaids.

Review: Salesperson was unprofessional dealing with alterations needed on a dress. The dress is in unsatisfactory condition and needs to be fixed. They offered to have alterations done but at our own cost.Desired Settlement: Pay for alterations

Business

Response:

Dear [redacted],Thank you for letting us know that [redacted] complained, ID #[redacted]. The actual customer is her daughter [redacted]’s bridesmaid dress is the product in question. My response is as follows:The bridesmaid dress in question was made by Andrew A[redacted]. The dress’ quality issues should be addressed directly to that company. As Manager of Bridal Sophisticate, I did also express to my sales representative at Andrew A[redacted] that our customer was unsatisfied with the quality of their product. She promised to look into the quality issue. The customer also reported that she spoke to customer service at Andrew A[redacted]. As our store did not physically make the bridesmaid dress in question, we can’t speak further to the construction of the dress.Our store became aware of the customer’s dissatisfaction after the customer had taken the dress out of our store, then taken it to an unknown tailor not affiliated with our store, and reportedly received a quote of $160 to alter the dress. While we understand this was expensive in the opinion of the customer, we cannot control what a tailor (who is an independent business person) would charge. As the customer stated, we did offer to have a tailor or seamstress, who we do regularly recommend to our customers, assess the dress and receive a new quote for the needed alterations. We offered to have the tailor or seamstress travel to our store on a day of her choosing, so that the customer was not further inconvenienced by driving to another location.The customer declined this offer. The customer stated that our store would need to pay the full cost for the alterations, but our store does not pay for alterations for any customer. This policy is clearly stated at the time of purchase to all customers. This customer is part of a larger bridal party and all other bridesmaids picked up their dresses and took care of their own alterations at their cost. We regularly give customers recommendations to 4 tailors in the area, but our customers are free to go wherever they choose. After 2 days of trying to resolve this, we offered again to connect the customer with resources like any of these 4 seamstresses to alter the dress at a better price, but the customer again declined, stating we should pay for the alterations. We simply could not accommodate that request.Please let me know if you have further questions. I’m available via phone: [redacted] or email: bridalsophisticate@,email .com.Best,Nancy AGeneral Manager Bridal Sophisticate

Consumer

Response:

I will accept this response but I want to clarify a few things first. I did contact Andrew A[redacted] and was told once the dress is received by the salon, that it is in the salon's hands. I was at first told by Nancy that Bridal Sophisticate does not do alterations, and since then have found out that the bride, several bridesmaids, and the mother of the bride are having alterations done at your shop. You did not offer the names of 4 seamstresses for us to see. You did offer to have a seamstress come to your shop but it would be at our cost. This is unacceptable and should be paid for at your cost because of the shape the dress is in. I have taken my business elsewhere, but still feel people should know about this experience. Buying a dress should be a stress-free experience for brides as well as bridesmaids.