The Mid Atlantic Equine Medical Center

Complaint: [redacted] I am rejecting this response because: I received verbal confirmation from one of the companies that my information was sold to so the response does not address the issueThe issue cannot be remedied if HOB continues to lie about not selling information Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/08) */ The designer sent the customer's dress in an incorrect sizeWe offered to have the designer send a replacement dress in the correct size but the customer chose a refund insteadThe customer has been refunded the total of the orderWe apologize for any inconvenience Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The consultant ordered my dress in the wrong size NOT the designerI was promised four different arrival dates and the dress never arrivedThe manager, Chris, did not return callsThe one call I received from her was AFTER I filed a claim with my bank to reverse the chargeunfortunately, it was necessary to file a claim with my bank because Chris refused to issue a refundMy dress was ordered on 03/16/and I still had no dress on 8/24/The staff is unprofessional and not taking responsibility for the error they madeI had to find a new dress days before the weddingAt no pint, did the manager or Toni (my consultation) try to help me find a replacement dressDefinitely a statement they provided Final Business Response / [redacted] (4000, 10, 2015/09/22) */ We again apologize for any inconvenience to the customer but we restate our previous responseThe designer sent the customer's dress in an incorrect sizeWe offered to have the designer send a replacement dress in the correct size but the customer chose a refund insteadThe customer has been refunded the total of the order Final Consumer Response / [redacted] (4200, 12, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the businesses responseThey did not offer me a refund, as I had to file a claim with my bankIn addition, House of Brides ordered the wrong dress size, not the designerYes, I have been refunded the total cost, by my bank, because I disputed the charges NOT because HOB issued a refund as they had no product to give me

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: Lucy/Manager
Contact Phone: ***
On April 13th when Nicole came to the Oak Lawn location to try on the dress the error was discovered of the extra length not being added to the dressI contacted the vendor and
unfortunately they had no stock in the U.Sthat could fulfill the wear dateWe refunded Nicole the $charge and she left with her dressHer mother-in-law called the store later that day to discuss a remedy for thisI explained that the vendor had nothing in stock in that size,color, style, or extra length to give to NicoleNow we find out a second dress was purchased at Davids Bridal a dress that has nothing to do with the designer Levkoff and they have an entirely different color pallete not to mention the texture of the fabricNicole left the store with her dress and we apologized for the error and refunded the extra length charge.Nicole's mother-in-law purchased another dress and customized the original dress we won't be refunding her for her choicesNicole never personally contacted us after leaving with the dress on April 13th
Initial Consumer Rebuttal /* (3000, 7, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, ***'s statement is included in the Revdex.com report
Second the second dress purchased was a Bill Levkoff designer - dress of the design, and color palletThe second dress was used as fabric to alter the 'short' dress - to create the extra length needed for ***Since no option for rectification was offered by the store, I needed to make choices to save the situationIt is so sad to see a business be so disrespectful to young people and unsupported to a mile-stone event
I still believe that the store has some responsibility to rectify their mistake in accepting an order from the designer that does not fit they young lady
I complaint stand
Final Business Response /* (4000, 9, 2015/05/22) */
We apologize for the inconvenienceThe designer sent the dress without the extra lengthThe manager contacted the designer who stated that due to the event date, they were unable to send a replacement dressThe designer produces their dresses in China
The manager refunded the customer for the extra length
The salon has an Alterations Department to address customers' fitting needs, however, the customer removed the dress from the store and did not want alterations
Management refunded the extra length chargeAdditional additional compensation is not available

The customer purchased a bridal gown from House of Brides Couture in Chicago on September 23, Per House of Brides Couture procedure, the Ordering Department placed the order with the designer the next business day, September 26, 2016. The designer confirmed the order and
submitted it into their production scheduleThe style of the dress was later discontinued by the designer on December 1, meaning the style is no longer available to orderHowever, the customer's order was submitted and entered into the designer's production schedule prior to the discontinuation dateThe customer called in November to check the status of her order and spoke to the salon manager, ***, who advised her of the upcoming discontinuationThe customer asked for a refund*** explained her order was in production and assured her was not affected by the discontinuation, which again did not take affect yet at that time*** also advised special order gowns, meaning gowns produced by the designer according to the specific style, size, color and other specifications, have an All Sales Final policyThis include no refunds, cancellations or exchangesThe policy is available on in-store signage and advised of prior to the point of purchaseThe policy is also stated on the customer's receiptThe designer delivered the order to House of Brides Couture in Chicago in January and well in advance of the customer's May wedding dateTypically, designers deliver customer orders approximately 4-weeks before a wedding dateThe gown is available for piwith payment of the balanceWe ordered as purchased direct from the designer, who in turn delivered the gown as per the customer's order and in advance of the typical delivery time of an order. The customer purchased with an All Sales Final policy and therefore, no refund will be given

Initial Business Response /* (4001, 14, 2015/05/26) */
The designer shipped the bridal gown in Diamond White as ordered by Ms*** However due to dye lot variation, the color was slightly darker in shade compared to the sample
Dye lot variation may occur between different bolts of
materialMost often, the variation is very slight
The salon manager notified the designer and a new gown in a lighter shade was scheduled to ship to the salon by the end of the week of May 8thThe salon manager will contact Ms***upon receipt and arrange for immediate alterations or pick-up

Ms*** ordered a bridal gown in March from House of Brides Couture in Chicago with a wedding date of December She purchased a special order bridal gown.House of Brides Couture is an authorized retailer of our featured designersSpecial order gowns are made according to the
specifications on each orderThe gowns are not pre-made or available off the rackStandard production is approximately - weeks for wedding dresses with designers delivering orders to retailers approximately 4-weeks prior to the wedding dateThese time frames are tentative and subject to changeThe designer shipped the completed gown to the store mid-OctoberManagement then shipped the gown directly to the customer and confirmed receipt on October 23rdThe gown was received at the store and by the customer well in advance of the 4-week time frameTherefore, we are not offering any compensation

Complaint: [redacted]
I am rejecting this response because: I received verbal confirmation from one of the companies that my information was sold to so the response does not address the issue. The issue cannot be remedied if HOB continues to lie about not selling information. 
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. However, we have advised Ms. [redacted] on multiple occasions we do not sell our customers information to third parties. We contact our own customers by email to notify of upcoming sales and special events. All of our emails have an opt-out options. On...

Ms. [redacted] first contact, we removed her information from our contact database so she no longer receives any of our notifications.

Initial Business Response /* (1000, 6, 2015/09/08) */
The designer sent the customer's dress in an incorrect size. We offered to have the designer send a replacement dress in the correct size but the customer chose a refund instead. The customer has been refunded the total of the order. We...

apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The consultant ordered my dress in the wrong size NOT the designer. I was promised four different arrival dates and the dress never arrived. The manager, Chris, did not return calls. The one call I received from her was AFTER I filed a claim with my bank to reverse the charge. unfortunately, it was necessary to file a claim with my bank because Chris refused to issue a refund. My dress was ordered on 03/16/2015 and I still had no dress on 8/24/2015. The staff is unprofessional and not taking responsibility for the error they made. I had to find a new dress 3 days before the wedding. At no pint, did the manager or Toni (my consultation) try to help me find a replacement dress. Definitely a false statement they provided.
Final Business Response /* (4000, 10, 2015/09/22) */
We again apologize for any inconvenience to the customer but we restate our previous response. The designer sent the customer's dress in an incorrect size. We offered to have the designer send a replacement dress in the correct size but the customer chose a refund instead. The customer has been refunded the total of the order.
Final Consumer Response /* (4200, 12, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the businesses response. They did not offer me a refund, as I had to file a claim with my bank. In addition, House of Brides ordered the wrong dress size, not the designer. Yes, I have been refunded the total cost, by my bank, because I disputed the charges NOT because HOB issued a refund as they had no product to give me.

Initial Business Response /* (1000, 5, 2015/05/22) */
The majority of our merchandise is special order meaning we place customer orders with the designer. The designer, in turn, makes the dresses as per the order and ships the order to the salon as ready.
To determine the size to order, designers...

send all authorized retailers a copy of their size chart showing the available sizes and measurements per size the designer uses to cut their dresses. Size charts and measurements vary between designers and between normal street clothes.
Our sales consultants follow the measuring guidelines per designer when measuring and suggesting the size to order for the customer. Consultants take the measurements and compare them with the designer's chart explaining to the customer the suggested size according to the designer. However, the customer does have final approval of the size to order and may select a size different from what the designer suggests.
The dresses are not custom made and thus, alterations are nearly always needed for the best fit.
Our staff notifies customers alterations is a separate fee prior to purchase. Customers have the option to have the alterations done outside of House of Brides.
We accept personal checks, however, we cannot accept checks if less than 3-weeks before the pick-up. We have signage posted throughout the salon with this policy.