Bridal Heirlooms

Store enter into makes transaction that including placing deposits of merchandize without providing terms or conditions of sales.$720.31 deposit placed on a $1,300 wedding gown [redacted] "on 5/5/12. I made the deposit using my Mastercard, the [redacted] make the transaction. The point of sales receipt does not include any message pertaining to return/store policies and does not state any terms or conditions on sales.During the POS, I did not sign any type contractual document. Additionally, during the transaction I was not verbally informed about any implied terms of my deposit. At the time of deposit I was provided with a matercard receipt and a pink slip. On the pink slip does not say "invoice" and is labeled #XXXXXX. Included on slip is my address, cell phone, description of item "Wedding Dress [redacted]. Total amount $1,300h, Deposit paid $ 720.31 and "BAL" $650. All other field were left blank. There is nothing on the pink slip stating that I must be responsible for the remaining balance of the wedding dress in the event that I no longer want purchase it.In Dec 2012 I called Bridal Heirlooms to notify them that I no longer wanted the wedding gown. I explained that know I had place a deposit and understood that I would forfeit the deposit. The store rep said explained that I must pay for the remaining balance of the dress. I explained that I was not under the impression that those were the terms of the deposit. Additionally , I personally did not see any of the store policies posted through out the storeI explained to the Sales Rep that I had I was not responsible for the remaining balance because I entered into the agreement under the assumption that I did not have to purchase the entire because I did not sign into a contract nor was I given materials with information was bound for the entire cost of wedding dress and said they "would see me in court." After threatening to take me to court I got upset and felt pressured into making the entire purchase, rather than seeking council first.Now I have a dress that I dont want to wear and they wouldnt take it back to sell as a dress to be purchased "off the rack."Desired SettlementI would like to get a partial refund and return the dress, After after the sales rep said "we will see you in court", I felt cornered to make the purchase. I dont care the actual monetary amount of the refund, but the manner in which Bridal Heirlooms conducts business is not clear, the manner in which they use threats of going taking someone to court on the hopes the person will submit to their request is not ethical and has made me feel completely awful about the entire ordeal.All I want to do is return the dress and get a partial refund. Business' Initial Response First and foremost,we take pride in helping all our customers and our goal is for everyone to have a pleasant experience. However,with this client, we have struggled with numerous factors as you will read. Please note that every conversation has been documented since the onset and at least one witness has been present during phone conversations and appointments. May 5, 2012- the customer placed a deposit($720.31 inc.tax) on a custom order bridal gown and also custom ordered a double beaded veil paid by her mother ($647.50). Nov.28,2012- [redacted] left a message stating she wanted to cancel her order and didn't want her dress anymore. BH returned the call and left a message stating that her order was already in transit and orders cannot be cancelled.She would still be responsible for the dress and it's remaining balance. Nov.29,2012- [redacted] spoke with our sales assoc.[redacted].She stated she no longer wanted the dress and felt under no obligation or contract to be responsible for it.She understood that she would lose her deposit but would not pay the balance and didn't want the dress.[redacted] explained that not only is it our store policy but also the designer does not accept cancelled orders. The store policies are clearly displayed on the front counters where payments are taken.Her gown was in transit and due in at any moment. [redacted] proceeded to yell at [redacted] and say that there was no legal standing and she asked to speak to a manager.Clearly shaken after being berated, [redacted] handed me the phone. I had taken care of them initially in May when she made the purchase and was surprised at her erratic behavior.I tell all my customers as they make a purchase to make sure that they want to place the order because it cannot be cancelled once it is placed with the company. When I spoke with [redacted],I repeated what was explained to her by [redacted] and this time she seemed quite understanding. She then revealed to me that she had purchased another gown from a friend who is a designer and didn't want the original dress any longer.I offered her a suggestion to wear 2 dresses at her wedding which many brides do nowadays.She seemed to like that idea and appreciated my suggestions for different tailoring options.She stated that she would be in the area(she lives in NYC)the week of Dec.14 and would schedule an appointment to try on her dress. Dec.14,2012- [redacted] and her mother came in for their appointment at 2pm.She tried on her dress and loved it especially with her veil.Her mother also still loved her dress and they stated they had forgotten how beautiful it was.She proceeded to try on different accessories to coordinate with it such as beaded belts,brooches,and headpieces.No orders/deposits were made at this time because she wanted to think about it.Notations were made on her file of everything she liked.At this time they also looked at mothers dresses.She placed a special order on a mothers dress and [redacted] paid for it in full.I re-stated to her that special orders cannot be cancelled once it has been placed with the company. They were agreeable and understanding and had a pleasant appointment. [redacted] paid $524.56 for her mom's dress and also paid the remaining balance of $650 on her bridal gown. March 9,2013- [redacted] came in for her first fitting with the seamstress.Please note her receipts will show "Alterations Additional"and is also on the store policies which are displayed.When she saw [redacted] escort her to the tailoring area,she rudely stated to her that she did not want her present at her visit. [redacted] left the room,explained the situation to [redacted] at which time she joined them and the seamstress at the fitting.The appointment seemed to proceed well.Unsure of how the topic arose,[redacted] stated that she did not want to work with [redacted] because she felt that she "told her off" during their conversation in Nov. [redacted] explained to her that she was present during that conversation and that she was merely trying to explain that she wasn't able to cancel her order. [redacted] then admitted that she could have been in a bad mood that day.Her mother concurred. [redacted] felt things were left on a good note. When the appointment was done,[redacted] proceeded to the front counter(again where the policies are clearly displayed)and purchased a beaded bridal belt and set up her next fitting appointment. Bridal Belt paid in full by [redacted] $228.13. April 17,2013- [redacted]'s mother called and spoke with [redacted] and explained that [redacted] was not going to make it up for her second fitting and to cancel her appointment on April 20.She wanted to pick up everything on Friday,April 19 to ship to her. [redacted] explained that typically the dress is only temporarily basted in case of changes and she would notify the seamstress that there would be no second fitting and to permanently finish the alterations. [redacted] would also need time to iron the gown.They then scheduled the pick up for Wednesday April 24. [redacted]'s mother also told [redacted] that she did not want her own dress. She did not like it and was not going to wear it. We could do whatever we wanted with it.She decided to go to NYC where her daughter lives and have a kimono designed and made for her. [redacted] explained that her daughter paid for the dress in full so it was her property. April 23,2013- The items were ready for pick up and [redacted] called [redacted] to see if she would be taking care of the petticoat and alteration fee balance or if her mother would be taking care of it at the pick up appointment. [redacted] returned the call fairly quickly and was extremely angry,irrate,loud and yelling from beginning to end which could be heard through the phone. She insisted that she paid for the alterations at her first fitting.[redacted] tried to explain that she had purchased a belt at that visit and alteration fees could not have been determined at that point yet. She continued to yell at [redacted] and stated that we were "nickel and diming" her.[redacted] was trying to explain and itemize all her purchases but [redacted] just continued with her yelling. [redacted] told her she didn't appreciate her yelling and [redacted] angrily stated that she "gets yelled at all the time by the doctors." [redacted] didn't know where all this was coming from and stated that they should end the converstation because it is going nowhere. [redacted] then exclaimed that she was going to call the credit card company and reverse all the charges, which she stated she does this all the time. [redacted] then stated "then I guess,if that's the case, then we will see you in court if you do." [redacted] irrately stated if we were willing to "waste all your money and time on lawyers going to court over something like this" and [redacted] simply responded by saying "Absolutely" at which time [redacted] hung up on her. Later that afternoon, [redacted]'s mother called and spoke with [redacted] stating she heard her daughter "gave you guys a run for your money today". [redacted] stated that she did not speak to [redacted]. At that point, her mother just said she had her daughter's credit card information to pay for her remaining balance of the petticoat and alterations totalling $320. April 24,2013- All items were prepared and ready for [redacted]'s mother to pick up and ship. Again she stated to [redacted] that she did not want her mothers dress and we could keep it and do whatever we wanted with it. [redacted] explained,again,that her daughter paid for the dress in full an it is not our property to dispose. Her mother ended the conversation by stating "I'm not going to argue with you.That's fine"She signed an itemized list of all their purchases and payments.I helped her to the car with all her packages. In conclusion, [redacted] made a trip from NYC to try on her dress 4 months prior,love it, purchase accessories, and have her alterations completed which shows us that she was committed to her special order bridal gown. We were asked to provide a service and we fulfilled all her requests. We do expect the same from her. We have tried at every impasse to help this client but unfortunately her need to berate us and our staff is unacceptable. We should not be disrespected in this manner. Her inconsistencies have been clearly documented and witnessed during this whole ordeal. Her false accusations and malicious intent are taken seriously.

Store enter into makes transaction that including placing deposits of merchandize without providing terms or conditions of sales.$720.31 deposit placed on a $1,300 wedding gown [redacted] "on 5/5/12. I made the deposit using my Mastercard, the [redacted] make the transaction. The point of sales receipt does not include any message pertaining to return/store policies and does not state any terms or conditions on sales.During the POS, I did not sign any type contractual document. Additionally, during the transaction I was not verbally informed about any implied terms of my deposit. At the time of deposit I was provided with a matercard receipt and a pink slip. On the pink slip does not say "invoice" and is labeled #XXXXXX. Included on slip is my address, cell phone, description of item "Wedding Dress [redacted]. Total amount $1,300h, Deposit paid $ 720.31 and "BAL" $650. All other field were left blank. There is nothing on the pink slip stating that I must be responsible for the remaining balance of the wedding dress in the event that I no longer want purchase it.In Dec 2012 I called Bridal Heirlooms to notify them that I no longer wanted the wedding gown. I explained that know I had place a deposit and understood that I would forfeit the deposit. The store rep said explained that I must pay for the remaining balance of the dress. I explained that I was not under the impression that those were the terms of the deposit. Additionally , I personally did not see any of the store policies posted through out the storeI explained to the Sales Rep that I had I was not responsible for the remaining balance because I entered into the agreement under the assumption that I did not have to purchase the entire because I did not sign into a contract nor was I given materials with information was bound for the entire cost of wedding dress and said they "would see me in court." After threatening to take me to court I got upset and felt pressured into making the entire purchase, rather than seeking council first.Now I have a dress that I dont want to wear and they wouldnt take it back to sell as a dress to be purchased "off the rack."Desired SettlementI would like to get a partial refund and return the dress, After after the sales rep said "we will see you in court", I felt cornered to make the purchase. I dont care the actual monetary amount of the refund, but the manner in which Bridal Heirlooms conducts business is not clear, the manner in which they use threats of going taking someone to court on the hopes the person will submit to their request is not ethical and has made me feel completely awful about the entire ordeal.All I want to do is return the dress and get a partial refund. Business' Initial Response First and foremost,we take pride in helping all our customers and our goal is for everyone to have a pleasant experience. However,with this client, we have struggled with numerous factors as you will read. Please note that every conversation has been documented since the onset and at least one witness has been present during phone conversations and appointments. May 5, 2012- the customer placed a deposit($720.31 inc.tax) on a custom order bridal gown and also custom ordered a double beaded veil paid by her mother ($647.50). Nov.28,2012- [redacted] left a message stating she wanted to cancel her order and didn't want her dress anymore. BH returned the call and left a message stating that her order was already in transit and orders cannot be cancelled.She would still be responsible for the dress and it's remaining balance. Nov.29,2012- [redacted] spoke with our sales assoc.[redacted].She stated she no longer wanted the dress and felt under no obligation or contract to be responsible for it.She understood that she would lose her deposit but would not pay the balance and didn't want the dress.[redacted] explained that not only is it our store policy but also the designer does not accept cancelled orders. The store policies are clearly displayed on the front counters where payments are taken.Her gown was in transit and due in at any moment. [redacted] proceeded to yell at [redacted] and say that there was no legal standing and she asked to speak to a manager.Clearly shaken after being berated, [redacted] handed me the phone. I had taken care of them initially in May when she made the purchase and was surprised at her erratic behavior.I tell all my customers as they make a purchase to make sure that they want to place the order because it cannot be cancelled once it is placed with the company. When I spoke with [redacted],I repeated what was explained to her by [redacted] and this time she seemed quite understanding. She then revealed to me that she had purchased another gown from a friend who is a designer and didn't want the original dress any longer.I offered her a suggestion to wear 2 dresses at her wedding which many brides do nowadays.She seemed to like that idea and appreciated my suggestions for different tailoring options.She stated that she would be in the area(she lives in NYC)the week of Dec.14 and would schedule an appointment to try on her dress. Dec.14,2012- [redacted] and her mother came in for their appointment at 2pm.She tried on her dress and loved it especially with her veil.Her mother also still loved her dress and they stated they had forgotten how beautiful it was.She proceeded to try on different accessories to coordinate with it such as beaded belts,brooches,and headpieces.No orders/deposits were made at this time because she wanted to think about it.Notations were made on her file of everything she liked.At this time they also looked at mothers dresses.She placed a special order on a mothers dress and [redacted] paid for it in full.I re-stated to her that special orders cannot be cancelled once it has been placed with the company. They were agreeable and understanding and had a pleasant appointment. [redacted] paid $524.56 for her mom's dress and also paid the remaining balance of $650 on her bridal gown. March 9,2013- [redacted] came in for her first fitting with the seamstress.Please note her receipts will show "Alterations Additional"and is also on the store policies which are displayed.When she saw [redacted] escort her to the tailoring area,she rudely stated to her that she did not want her present at her visit. [redacted] left the room,explained the situation to [redacted] at which time she joined them and the seamstress at the fitting.The appointment seemed to proceed well.Unsure of how the topic arose,[redacted] stated that she did not want to work with [redacted] because she felt that she "told her off" during their conversation in Nov. [redacted] explained to her that she was present during that conversation and that she was merely trying to explain that she wasn't able to cancel her order. [redacted] then admitted that she could have been in a bad mood that day.Her mother concurred. [redacted] felt things were left on a good note. When the appointment was done,[redacted] proceeded to the front counter(again where the policies are clearly displayed)and purchased a beaded bridal belt and set up her next fitting appointment. Bridal Belt paid in full by [redacted] $228.13. April 17,2013- [redacted]'s mother called and spoke with [redacted] and explained that [redacted] was not going to make it up for her second fitting and to cancel her appointment on April 20.She wanted to pick up everything on Friday,April 19 to ship to her. [redacted] explained that typically the dress is only temporarily basted in case of changes and she would notify the seamstress that there would be no second fitting and to permanently finish the alterations. [redacted] would also need time to iron the gown.They then scheduled the pick up for Wednesday April 24. [redacted]'s mother also told [redacted] that she did not want her own dress. She did not like it and was not going to wear it. We could do whatever we wanted with it.She decided to go to NYC where her daughter lives and have a kimono designed and made for her. [redacted] explained that her daughter paid for the dress in full so it was her property. April 23,2013- The items were ready for pick up and [redacted] called [redacted] to see if she would be taking care of the petticoat and alteration fee balance or if her mother would be taking care of it at the pick up appointment. [redacted] returned the call fairly quickly and was extremely angry,irrate,loud and yelling from beginning to end which could be heard through the phone. She insisted that she paid for the alterations at her first fitting.[redacted] tried to explain that she had purchased a belt at that visit and alteration fees could not have been determined at that point yet. She continued to yell at [redacted] and stated that we were "nickel and diming" her.[redacted] was trying to explain and itemize all her purchases but [redacted] just continued with her yelling. [redacted] told her she didn't appreciate her yelling and [redacted] angrily stated that she "gets yelled at all the time by the doctors." [redacted] didn't know where all this was coming from and stated that they should end the converstation because it is going nowhere. [redacted] then exclaimed that she was going to call the credit card company and reverse all the charges, which she stated she does this all the time. [redacted] then stated "then I guess,if that's the case, then we will see you in court if you do." [redacted] irrately stated if we were willing to "waste all your money and time on lawyers going to court over something like this" and [redacted] simply responded by saying "Absolutely" at which time [redacted] hung up on her. Later that afternoon, [redacted]'s mother called and spoke with [redacted] stating she heard her daughter "gave you guys a run for your money today". [redacted] stated that she did not speak to [redacted]. At that point, her mother just said she had her daughter's credit card information to pay for her remaining balance of the petticoat and alterations totalling $320. April 24,2013- All items were prepared and ready for [redacted]'s mother to pick up and ship. Again she stated to [redacted] that she did not want her mothers dress and we could keep it and do whatever we wanted with it. [redacted] explained,again,that her daughter paid for the dress in full an it is not our property to dispose. Her mother ended the conversation by stating "I'm not going to argue with you.That's fine"She signed an itemized list of all their purchases and payments.I helped her to the car with all her packages. In conclusion, [redacted] made a trip from NYC to try on her dress 4 months prior,love it, purchase accessories, and have her alterations completed which shows us that she was committed to her special order bridal gown. We were asked to provide a service and we fulfilled all her requests. We do expect the same from her. We have tried at every impasse to help this client but unfortunately her need to berate us and our staff is unacceptable. We should not be disrespected in this manner. Her inconsistencies have been clearly documented and witnessed during this whole ordeal. Her false accusations and malicious intent are taken seriously.