Bella Bridesmaid

Dear Revdex.com, I am writing in response to the consumer complaint made by [redacted] Ms [redacted] ordered a bridesmaids dress on September 15th, She ordered Amsale Nouvelle Style Nin the color mistMs [redacted] tried on our store sample in the color jade, but was able to look at a swatch and decided on the mist colorOur customers know they are taking a chance on color when ordering a special order dressThe dress is priced at $220, but it had to be rushed with an additional fee of $15, bringing the total to $Ms [redacted] signed her order form, agreeing to our terms and conditions, stating that special order dresses cannot be returnedMs [redacted] ’s dress arrived and she came to try it on and pick it up on October 27th She came out of the dressing room and expressed the dress looked a little see throughMs [redacted] ordered a very light color and I suggested she buy nude seamless undergarmentsShe agreed that was a good idea and was on her wayThe next we heard from Ms [redacted] was on November 2nd, through emailShe expressed she was unhappy with the color and wanted to exchange her dressWe were more than happy to have her come in to do an even exchange for something of equal or lesser value, even though it is against our policyUltimately, we want our customers to be happy and feel beautiful on that special dayWe worked Ms [redacted] in the following day to look at her dress choicesShe found a brand new sample dress originally $marked down to $due to it being discontinuedMs [redacted] felt we needed to give her the $difference even though we agreed to an even exchangeShe was aware of our policy, and the fact that she may need alterations if she chose to exchange her original dressWhen my associate told her that we could not accommodate per our policy (which we had already been lenient on) she became unruly and demandingShe proceeded to disrespect my employee and threatening to write negative reviews She stated she wanted a full refund on her dress, but when we denied this again she left the store angrily with the exchanged sample dressAfter speaking with my associate the next day and after hearing how disrespectful she was the night before I decided to call the customer and give her a full refund of the dressI felt that at this point it was best for her to get her money back and find a dress she was happy with somewhere elseShe decided to come to the store minutes later with her motherI greeted them both and let Ms [redacted] know I had a check for the $refund, but she decided she didn’t want a refund, she wanted the sample dress, but wanted it for $Despite repeating my explanation of why this was not an option, they proceed to remain in the store, stating that they weren’t leaving until they got what they wanted At this point (after I bent my own policies to accommodate them) I had no choice but to ask them to leaveThey said no, instead they began to harass my customers coming into scheduled appointmentsRecognizing this situation was escalating, I stepped away to my office to make a phone call I could hear them continuing to heckle my customers and threaten horrible reviews as they walked out the door with the dress they exchangedThis incident took place in November, and we continue to be harassed by Ms [redacted] She has convinced people whom I have never met to write fake negative reviews on yelp She stated that we told her we wouldn’t refund her money “because we didn’t like her” which is outrageously falseIt would be impossible to run a successful business talking to customers in the way she described This is a very unfortunate situationWe feel we did everything we could to resolve this situation, even going against policy to help this customer outWe offered and even exchange as well as a full refund when it seemed this is what she wanted, yet nothing made them happyUltimately, Ms [redacted] left the store with a brand new dress worth more than her original dress as an even exchangeWe will not be offering a refund on top of this exchange and we believe they owe us an apology for the way they behaved to both our potential customers and us

I spoke with *** hours after her registered complaint. After our call she better understood the plan to remedy the
situation, specifically:
- The previous owner had been terminated and the franchisors stepped in to cure the situation and operate the showroom
- *** would have a dress of greater value than the one originally ordered
- *** would be issued a partial refund for the inconveniences suffered (processed on 04/16)
- The dress would be drop shipped at our expense directly to her door by the originally forecasted delivery date (delivering tomorrow)
- ***, the bride, worked with me for hours from April 10th to April 11th to determine the best course of action and designer for her wedding. Once her decision on how to move forward was made, I promptly shared next steps with her bridesmaids for a speedy turn around and refundPlease let me know if this is an appropriate reply. I am also happy to connect with *** again formally to be certain her needs are satisfiedThank you in advance for your considerationWarmest regards,
***

I am rejecting this response because:
The terms and agreement stated the dress can only be returned if the dress is defective, which my dress was. It could not be worn because you could see through it. The dress I ended up with was not worth $260 if it has a $70 price tag on it. I had to take the off the rack, discounted, old dress so it would match the rest of the wedding party. No one was disrespected or threatened in any way and it is my right as a consumer to write bad reviews. The only customers that were spoken to were ones that asked to see the dress I had bought. I showed them that it was see through and they agreed. They also couldn’t believe I wasn’t getting the difference in cost between the dresses. Any person that wrote negative reviews about my experience were those who were in my party and bought dresses the same day I did. They had to deal with this store and reserve the right to write poor reviews. Any other negative reviews this business has received were not from me and obviously as a result of poor service with other customers. The manager, Briana, literally stated word for word that I was not receiving the difference for my dresses because “she didn’t like me”. I did not leave the store with a brand new dress; I left with an old, discounted, sample dress. All I want was the difference in cost, $155, which is neither egregious nor unreasonable. Any retail store would give you the difference in cost of an exchange if they sold you a defective dress.

Dear Revdex.com,   I am writing in response to the consumer complaint made by [redacted]. Ms. [redacted] ordered a bridesmaids dress on September 15th, 2016. She ordered Amsale Nouvelle Style N306 in the color mist. Ms. [redacted] tried on our store sample in the color jade, but was able...

to look at a swatch and decided on the mist color. Our customers know they are taking a chance on color when ordering a special order dress. The dress is priced at $220, but it had to be rushed with an additional fee of $15, bringing the total to $235. Ms. [redacted] signed her order form, agreeing to our terms and conditions, stating that special order dresses cannot be returned. Ms. [redacted]’s dress arrived and she came to try it on and pick it up on October 27th.  She came out of the dressing room and expressed the dress looked a little see through. Ms. [redacted] ordered a very light color and I suggested she buy nude seamless undergarments. She agreed that was a good idea and was on her way. The next we heard from Ms. [redacted] was on November 2nd, 2016 through email. She expressed she was unhappy with the color and wanted to exchange her dress. We were more than happy to have her come in to do an even exchange for something of equal or lesser value, even though it is against our policy. Ultimately, we want our customers to be happy and feel beautiful on that special day. We worked Ms. [redacted] in the following day to look at her dress choices. She found a brand new sample dress originally $260 marked down to $75 due to it being discontinued. Ms. [redacted] felt we needed to give her the $155 difference even though we agreed to an even exchange. She was aware of our policy, and the fact that she may need alterations if she chose to exchange her original dress. When my associate told her that we could not accommodate per our policy (which we had already been lenient on) she became unruly and demanding. She proceeded to disrespect my employee and threatening to write negative reviews.  She stated she wanted a full refund on her dress, but when we denied this again she left the store angrily with the exchanged sample dress. After speaking with my associate the next day and after hearing how disrespectful she was the night before I decided to call the customer and give her a full refund of the dress. I felt that at this point it was best for her to get her money back and find a dress she was happy with somewhere else. She decided to come to the store 30 minutes later with her mother. I greeted them both and let Ms. [redacted] know I had a check for the $220 refund, but she decided she didn’t want a refund, she wanted the sample dress, but wanted it for $75. Despite repeating my explanation of why this was not an option, they proceed to remain in the store, stating that they weren’t leaving until they got what they wanted.  At this point (after I bent my own policies to accommodate them) I had no choice but to ask them to leave. They said no, instead they began to harass my customers coming into scheduled appointments. Recognizing this situation was escalating, I stepped away to my office to make a phone call.  I could hear them continuing to heckle my customers and threaten horrible reviews as they walked out the door with the dress they exchanged. This incident took place in November, and we continue to be harassed by Ms. [redacted]. She has convinced people whom I have never met to write fake negative reviews on yelp.  She stated that we told her we wouldn’t refund her money “because we didn’t like her” which is outrageously false. It would be impossible to run a successful business talking to customers in the way she described.   This is a very unfortunate situation. We feel we did everything we could to resolve this situation, even going against policy to help this customer out. We offered and even exchange as well as a full refund when it seemed this is what she wanted, yet nothing made them happy. Ultimately, Ms. [redacted] left the store with a brand new dress worth more than her original dress as an even exchange. We will not be offering a refund on top of this exchange and we believe they owe us an apology for the way they behaved to both our potential customers and us.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I am accepting it because it's over. But I strongly disagree with the decision not to have called the actual customers. My opinion about my affairs(money) may be different than that of the bride that Bella was working with. I feel as if I was the actual customer, and should have got a direct call as soon as possible. I do not think it was appropriate that "said conversation" [redacted] speaks of in her response, had to happen because I had to track her down to get the specific information. I leave with feeling bad that I had to make a trip to MKE for these dresses and didn't get the one I had paid for. I am moving forwarding feeling disappointed that I was not immediately called when this unfortunate situation took place. I feel that IF the previous manager was supervised adequately, I would not have been in this situation.
Regards,
 
[redacted]

Thank you for forwarding.  Given the April 8th date, I imagine [redacted]...

is in possession of this notice.  We terminated her franchise agreement on April 12th.
We received a distressed call from [redacted] on April 1st.  She was concerned because she could not reach [redacted] and felt suspicious about her order.
Our team swiftly researched her claims with our designer and then [redacted].  We discovered that [redacted] had not placed the order as she claimed and was misrepresenting the status to [redacted].
We immediately took control of the situation and scheduled an audit of [redacted]'s business.  We issued [redacted]'s bridesmaids a full refund and had dresses of greater value immediately drop shipped to each bridesmaid from the designer directly.
[redacted]'s wedding was last weekend, April 18th.
For [redacted]'s desired outcome, a full refund was issued and she received dresses ASAP.  We also terminated [redacted] as a franchisee, so she no longer owns or has access to the business.
Please let me know if I can follow up further.  Thank you again!
Warmest regards,
[redacted]
Bella Bridesmaids309 North Water StreetSuite 170Milwaukee, WI 53202

Review: I ordered a dress with Bella Bridesmaid on March 12, 2014. [redacted], the shop owner, did not have the dress in my size so she had me try on a size 10. She did not explain to me the details of the dress, particularly the boning on the front of the dress and how it would protrude out so much.

[redacted] said the dress would arrive in 3 months. The dress did not arrive until July 9, 2014. I picked up the dress and tried it on at home. Immediately, I noticed a small snag at the bottom of the front of the dress. More importantly, the boning in the dress (at the bust area) was defective. The boning on the left breast was poking outwards and the boning on the right side was caving inwards. I called her on July 9th and she had me go back into her store to try it on the following day (July 10). She took pictures of me in the dress and she said she sent it back to the designer, [redacted]. [redacted] said [redacted] made me a new dress. I tried on the new dress on July 25th and the dress has the same exact problem with the boning. The dress is defective and is unwearable. I asked [redacted] for a refund because the dress is defective and she refused. I told her I was going to put in a credit card dispute and she said, "fine." [redacted] is unwilling to help me, she doesn't believe in the product she sells, she is selling defective/ deformed items and she has zero care for her customers.Desired Settlement: I would like to return the dress for a full refund. The dress is new, with tags, and can easily be returned to [redacted] if she were willing to help me.

Business

Response:

[redacted],