Alfred Angelo Bridal Inc

Review: Dress came in with a defective zipper on back of top. Two different employees an myself could not get it to work. It would split and not detach at the bottom. Skirt was not ordered in correct length. I ordered full length and it came in tea length. There is not item description on receipt signed only item numbers so no way for me (the customer) to tell what was being ordered it only states the color. I can provide a copy of the receipt. I was not happy with dress not being correct and very concerned about the cheap zipper that never worked. I do not want a wardrobe malfunction on my daughter's wedding day. Employee [redacted] said they were obligated to make it right, and I said I no longer wanted the dress due to zipper problem and it being ordered incorrectly. She said they could not refund me that day because their charges system was down, but she would refund all that was charged to my card when the system came back up and call me when she did it. I got a call on 11-29-13 that same day from the manager around 4:00pm. She said all sales were final and that they were reordering my dress. I told her that is not what [redacted] said she would do. She basically called me a liar and hung up on me. I immediately contacted my credit card company and explained the situation. They said even if I did sign their contract, being the items were defective and not what I had ordered that it nullifies any final sales agreement. They also recommended I put a block on my card so they could not charge me anymore. I said they already charged me the full amount. They said to just do it for preventative measures and they put the charges in dispute. I recontacted Alfred Angelo's and told them my actions and told them I had a witness, my daughter, [redacted], who was with me and witnessed the dress malfunction, the incorrect order of the skirt and [redacted] saying she would refund my card. She kept talking over me and when I mentioned I had a witness she hung up on me again. I want my money refunded.Desired Settlement: Refund all charges due to malfunctioning and incorrect item with a verbal agreement to refund my money to the credit card account as soon as their system came back on line.

Business

Response:

I am responding to the claim #[redacted] for [redacted]. [redacted] ordered her gown in September, and came in November to pick up her special order. The stylist that was helping her with the pick up did not fascine the zipper properly, so when she went to zipper the top, it did not zip up. My assistant manager came over and spoke with carol regarding the issue, stating that she would cancel the current order and reorder the top for her. [redacted] only acknowledged the word “cancel”, and did not hear the “reorder”. She left the store before I was able to speak with her.

Once I was available I called [redacted] on the phone. A man answered and I explained to him because carol was unavailable, the dress was being reordered and if she had any questions for her to call me. Before I was able to finish my sentence, he cut me off and said, “hold on let me get her.” She started yelling at me stating the stylist “lied to her”, regarding the length of the skirt, and that she is so upset about the quality of the product. I explained to her that we would fix the top by reordering her a brand new garment and she cut me off stating that [redacted] lied to her by saying we would cancel the entire order. I explained our CONTRACT to her, it states that all sales are final, no refunds exchanges or cancelations. She cut me off saying that the dress was damaged and that contract is voided if an item comes in damaged. I told her that we were going to reorder the gown for her (her event is in the beginning of August 2014). She then starts screaming at me again. I explained I will not continue the conversation if she is going to continue to scream at me. She then kept getting huffy so I then hung up on her. She called back an hour later, and told me she called her credit card company, and kept yelling at me again saying the top is defective. She was not letting me explain once more, and she was yelling for many minutes, I then hung up the phone. I decided because this woman was being impossible to work with, I would refund her dress because I did not like the fact she kept calling to scream at me. My asm then called her to let her know this, and received her credit card number for me to issue a refund. I processed the refund on Monday (12/2/13), the next day I was in the store. [redacted] let her know it could be 7 to 10 business days for it to show up. The bride ([redacted]’s daughter) called back and spoke with another stylist, who told her “thank you so much for returning the outfit, my mom will be in January to order another gown”. I am not one for assumptions, but if she was complaining about the “quality” of our products, and made such a deal over something that was not defected, why would you want to revisit the store? I have refunded the dress amount of $292.11 on 12/2/2013. She was aware that the refund was being processed. Even though refunding her money is against my contract, I did issue a return. If there is anything else I can do please let me know.