Dreams Bridal Boutique

In response to the customer concern that was filed against our store:
We do apologize for the stress and frustration that the bride and bridesmaids felt while
waiting for their dresses to arriveWe know it was an inconvenience, but throughout the
whole process we were working
very diligently to get all dresses to our store on timeWe
pride ourselves on customer service and our attention to detail, and our customer's
satisfaction is very important to usUnfortunately the manufacturer that we work with is
experiencing a delay in their shipping time (which is explained in detail below), and that is
why four out of the six bridesmaid dresses arrived later than the original expected arrival
dateBelow is a breakdown of events and dates as we have documented them:
1/22/- The last bridesmaid came in to be fitted This was during non-business hours,
but we made an exception for her convenienceWe were asked by this bridesmaid to verify
some custom changes with the bride before we placed the order
2/10/- Verification received from the bride that she did want to customize the
dresses by changing them to a corset back and the order was placed the same day
delivery time of bridesmaid dresses is 8-weeksThe wedding party was told this prior
to orderingThey were also told that adding a customization to your dress can increase
delivery timeLooking at a calendar, you will see that 8-weeks from this date meant
that the dresses could be shipped from the company as early as April 7th, and as late as May
5th• And since they were adding a custom change to each dress, it could possibly be later
than these estimated dates
2/12/- Confinnation was sent by the manufacturer with an estimated ship date from
them to us of 4/30/2014, which was earlier than expectedl This means that it leaves their
warehouse on this dateand then you have to allow 5-business days for the dresses to
arrive in our storeWe relayed this information to the bride and told her we would contact
her as soon as we received them
During the next couple monthswe expected delivery from the company and had no
reason to believe there would be any delays with receiving the dresses on timeWe did
receive phone calls from the wedding party during the month of April asking if the dresses
had arrived yet, and each time they called our consultants kindly explained the estimated
ship date and expected arrival to our store
5/1/- We received an email from the owner of the company that the bridesmaid
dresses were ordered from, explaining they were experiencing some delays in shipping
She went on to say that starting with the UPS plane crash that killed two people in August
2013, they have experienced a chain of events that has led to the current delaysThis
bridesmaid company had over gowns on that plane that were expected in retail stores
across the countryInstead of telling those customers that they weren't going to have their
dresses for their weddings, the company took it upon themselves to remake all of those
dresses and get them sent out to the customers on time! This is a company that we have
worked with since we opened our store, and they are very hard working and loyal people
Unfortunately the remaking of the dresses involved in the crash, relocation of their factory
overseas, and the unforeseen growth of their company has led to delays in the orders
placed at the beginning of this yearIn this email, they assured us that all dresses would be
delivered to our store as soon as possible, and no wear dates would be missedThis
information was relayed the bride and the bridesmaids and we reassured them we would
stay on top of the situation and update themAt this time we were instructed by one of the
bridesmaids to only contact her with updates, and that she would contact everyone else in
the wedding party
During the next two weeks we were contacted daily by this bridesmaid or the bride
wanting updatesWe gave them all the information we had, and let them know that we
were diligently working to get their dresses here as quickly as possibleEvery time we
received information from the manufacturer, we passed it on to them
We were also proactive in speaking with our seamstress as soon as we learned of this
delayWe asked her to clear her schedule so that as soon as these dresses arrived in our
store, she could meet with the bridesmaids to begin alterationsShe said she was happy to
do so, and any of the bridesmaids that wanted to contact her to set up appointments were
welcome to
5/7/- Two of the bridesmaid dresses arrived to our store on timeThey were shipped
from the manufacturer on 4/and took exactly seven business days to arriveThe bride
was contacted immediately to let her !mow that two of the dresses had arrived, and the
other four would be delivered soon, but we did not have an exact date at this time
5/9/14- The bride was in the store for her alterations appointment She was able to view
the two bridesmaid dresses that were hereShe took pictures of them and said she had
notified the two bridesmaids that their dresses had arrived
In the mean time we were calling the manufacturer daily to inquire about updates on the
other four dressesEven though they could not provide a specific date, they said they
wouJd get us a tracking number as soon as the other dresses shipped, allowing us to track
the order and update our customer
5/14/- We received an email from the company saying that the dresses had not
shipped yetbut they would contact us as soon as they were readyWe let the wedding
party know this information
5/22/- We received an email from the company stating that the dresses were
shipped to them from overseas on 5/20/14, and that they expected them in the next day or
twoAs soon as they received them, they would ship them to usWe let the wedding party
know this information
5/23/- We received an email from the company that three of the dresses were
shipping on 5/and they arrived in our store on 5/The bride and bridesmaids were
made aware of the arrival of the dresses
Before the last dress arrived we informed the wedding party that we were in discussion
with the manufacturer in regards to compensation for our customers because of the delay
They assured us at that time that there would be one, but no specifics were givenWe
relayed this to the wedding party and told them as soon as we got confirmation of
compensation, we would be giving them a partial refund for their inconvenience
5/30/- We received the final bridesmaid dress and order was complete
In dosing, we realize that four of the dresses arrived later than anticipatedThe two
bridesmaids that received their dresses on time, did not come in and look at them, try them
on or pick them up until the end of MayWe requested that they come in as soon as
possible, and we were told that the bride did not wan t any of the dresses picked up until
the order was completeThe bridesmaids were informed that our seamstress was more
than willing to fit them in whenever they were available, and that through the effort of our
staff and her time, we would make sure that their dresses were ready on timeAlso, after
the arrival of the bridesmaid dresses, one bridesmaid who Jives an hour away stated she
would not be available to pick up her dress, so we delivered it to her at no additional cost
Outing the whole process we were completely honest and forthright with the information
to the wedding partyUnfortunately the arrival of the bridesmaid dresses to our store was
out of our controlHowever, we were in control of what happened once they arrivedWe
did everything we could to make sure each bridesmaid was taken care of in a timely and
pleasant manner, and we feel secure in our effortsThe week of the wedding, when two of
the bridesmaids picked up the bride's gown, they were given a refund check for each of the
bridesmaids as requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have rejected the response from Dreams for the refund that we received from them was only $which I truly don't think is enoughWe paid for the dresses and also if we had any alterations done we had to pay extra for them which I didn't agree withI Received my dress on 6/1/and the wedding was on 6/7/and didn't have enough time to get alterations done to my dress and was not happyI truly think we should have gotten more of a refundThere has been a lot of complaints about Dreams Bridal and they are not willing to do much or there customers.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

In response to the customer concern that was filed against our store:
We do apologize for the stress and frustration that the bride and bridesmaids felt while
waiting for their dresses to arriveWe know it was an inconvenience, but throughout the
whole process we were working
very diligently to get all dresses to our store on timeWe
pride ourselves on customer service and our attention to detail, and our customer's
satisfaction is very important to usUnfortunately the manufacturer that we work with is
experiencing a delay in their shipping time (which is explained in detail below), and that is
why four out of the six bridesmaid dresses arrived later than the original expected arrival
dateBelow is a breakdown of events and dates as we have documented them:
1/22/- The last bridesmaid came in to be fitted This was during non-business hours,
but we made an exception for her convenienceWe were asked by this bridesmaid to verify
some custom changes with the bride before we placed the order
2/10/- Verification received from the bride that she did want to customize the
dresses by changing them to a corset back and the order was placed the same day
delivery time of bridesmaid dresses is 8-weeksThe wedding party was told this prior
to orderingThey were also told that adding a customization to your dress can increase
delivery timeLooking at a calendar, you will see that 8-weeks from this date meant
that the dresses could be shipped from the company as early as April 7th, and as late as May
5th• And since they were adding a custom change to each dress, it could possibly be later
than these estimated dates
2/12/- Confinnation was sent by the manufacturer with an estimated ship date from
them to us of 4/30/2014, which was earlier than expectedl This means that it leaves their
warehouse on this dateand then you have to allow 5-business days for the dresses to
arrive in our storeWe relayed this information to the bride and told her we would contact
her as soon as we received them
During the next couple monthswe expected delivery from the company and had no
reason to believe there would be any delays with receiving the dresses on timeWe did
receive phone calls from the wedding party during the month of April asking if the dresses
had arrived yet, and each time they called our consultants kindly explained the estimated
ship date and expected arrival to our store
5/1/- We received an email from the owner of the company that the bridesmaid
dresses were ordered from, explaining they were experiencing some delays in shipping
She went on to say that starting with the UPS plane crash that killed two people in August
2013, they have experienced a chain of events that has led to the current delaysThis
bridesmaid company had over gowns on that plane that were expected in retail stores
across the countryInstead of telling those customers that they weren't going to have their
dresses for their weddings, the company took it upon themselves to remake all of those
dresses and get them sent out to the customers on time! This is a company that we have
worked with since we opened our store, and they are very hard working and loyal people
Unfortunately the remaking of the dresses involved in the crash, relocation of their factory
overseas, and the unforeseen growth of their company has led to delays in the orders
placed at the beginning of this yearIn this email, they assured us that all dresses would be
delivered to our store as soon as possible, and no wear dates would be missedThis
information was relayed the bride and the bridesmaids and we reassured them we would
stay on top of the situation and update themAt this time we were instructed by one of the
bridesmaids to only contact her with updates, and that she would contact everyone else in
the wedding party
During the next two weeks we were contacted daily by this bridesmaid or the bride
wanting updatesWe gave them all the information we had, and let them know that we
were diligently working to get their dresses here as quickly as possibleEvery time we
received information from the manufacturer, we passed it on to them
We were also proactive in speaking with our seamstress as soon as we Learned of this
delayWe asked her to clear her schedule so that as soon as these dresses arrived in our
store, she could meet with the bridesmaids to begin alterationsShe said she was happy to
do so, and any of the bridesmaids that wanted to contact her to set up appointments were
welcome to
5/7/- Two of the bridesmaid dresses arrived to our store on timeThey were shipped
from the manufacturer on 4/and took exactly seven business days to arriveThe bride
was contacted immediately to let her !mow that two of the dresses had arrived, and the
other four would be delivered soon, but we did not have an exact date at this time
5/9/14- The bride was in the store for her alterations appointment She was able to view
the two bridesmaid dresses that were hereShe took pictures of them and said she had
notified the two bridesmaids that their dresses had arrived
In the mean time we were calling the manufacturer daily to inquire about updates on the
other four dressesEven though they could not provide a specific date, they said they
wouJd get us a tracking number as soon as the other dresses shipped, allowing us to track
the order and update our customer
5/14/- We received an email from the company saying that the dresses had not
shipped yetbut they would contact us as soon as they were readyWe let the wedding
party know this information
5/22/- We received an email from the company stating that the dresses were
shipped to them from overseas on 5/20/14, and that they expected them in the next day or
twoAs soon as they received them, they would ship them to usWe let the wedding party
know this information
5/23/- We received an email from the company that three of the dresses were
shipping on 5/and they arrived in our store on 5/The bride and bridesmaids were
made aware of the arrival of the dresses
Before the last dress arrived we informed the wedding party that we were in discussion
with the manufacturer in regards to compensation for our customers because of the delay
They assured us at that time that there would be one, but no specifics were givenWe
relayed this to the wedding party and told them as soon as we got confirmation of
compensation, we would be giving them a partial refund for their inconvenience
5/30/- We received the final bridesmaid dress and order was complete
In dosing, we realize that four of the dresses arrived later than anticipatedThe two
bridesmaids that received their dresses on time, did not come in and look at them, try them
on or pick them up until the end of MayWe requested that they come in as soon as
possible, and we were told that the bride did not wan t any of the dresses picked up until
the order was completeThe bridesmaids were informed that our seamstress was more
than willing to fit them in whenever they were available, and that through the effort of our
staff and her time, we would make sure that their dresses were ready on timeAlso, after
the arrival of the bridesmaid dresses, one bridesmaid who Jives an hour away stated she
would not be available to pick up her dress, so we delivered it to her at no additional cost
Outing the whole process we were completely honest and forthright with the information
to the wedding partyUnfortunately the arrival of the bridesmaid dresses to our store was
out of our controlHowever, we were in control of what happened once they arrivedWe
did everything we could to make sure each bridesmaid was taken care of in a timely and
pleasant manner, and we feel secure in our effortsThe week of the wedding, when two of
the bridesmaids picked up the bride's gown, they were given a refund check for each of the
bridesmaids as requested

In response to the customer concern that was filed against our store:
We do apologize for the stress and frustration that the bride and bridesmaids felt while
waiting for their dresses to arrive. We know it was an inconvenience, but throughout the
whole process we were working...

very diligently to get all dresses to our store on time. We
pride ourselves on customer service and our attention to detail, and our customer's
satisfaction is very important to us. Unfortunately the manufacturer that we work with is
experiencing a delay in their shipping time (which is explained in detail below), and that is
why four out of the six bridesmaid dresses arrived later than the original expected arrival
date. Below is a breakdown of events and dates as we have documented them:
1/22/2014 - The last bridesmaid came in to be fitted This was during non-business hours,
but we made an exception for her convenience. We were asked by this bridesmaid to verify
some custom changes with the bride before we placed the order.
2/10/2014 - Verification received from the bride that she did want to customize the
dresses by changing them to a corset back and the order was placed the same day. Normal
delivery time of bridesmaid dresses is 8-12 weeks. The wedding party was told this prior
to ordering. They were also told that adding a customization to your dress can increase
delivery time. Looking at a calendar, you will see that 8-12 weeks from this date meant
that the dresses could be shipped from the company as early as April 7th, and as late as May
5th• And since they were adding a custom change to each dress, it could possibly be later
than these estimated dates.
2/12/2014 - Confirmation was sent by the manufacturer with an estimated ship date from
them to us of 4/30/2014, which was earlier than expectedl This means that it leaves their
warehouse on this date. and then you have to allow 5-7 business days for the dresses to
arrive in our store. We relayed this information to the bride and told her we would contact
her as soon as we received them.
During the next couple months. we expected normal delivery from the company and had no
reason to believe there would be any delays with receiving the dresses on time. We did
receive phone calls from the wedding party during the month of April asking if the dresses
had arrived yet, and each time they called our consultants kindly explained the estimated
ship date and expected arrival to our store.
5/1/2014 - We received an email from the owner of the company that the bridesmaid
dresses were ordered from, explaining they were experiencing some delays in shipping.
She went on to say that starting with the UPS plane crash that killed two people in August
2013, they have experienced a chain of events that has led to the current delays. This
bridesmaid company had over 500 gowns on that plane that were expected in retail stores
across the country. Instead of telling those customers that they weren't going to have their
dresses for their weddings, the company took it upon themselves to remake all of those
dresses and get them sent out to the customers on time! This is a company that we have
worked with since we opened our store, and they are very hard working and loyal people.
Unfortunately the remaking of the dresses involved in the crash, relocation of their factory
overseas, and the unforeseen growth of their company has led to delays in the orders
placed at the beginning of this year. In this email, they assured us that all dresses would be
delivered to our store as soon as possible, and no wear dates would be missed. This
information was relayed the bride and the bridesmaids and we reassured them we would
stay on top of the situation and update them. At this time we were instructed by one of the
bridesmaids to only contact her with updates, and that she would contact everyone else in
the wedding party.
During the next two weeks we were contacted daily by this bridesmaid or the bride
wanting updates. We gave them all the information we had, and let them know that we
were diligently working to get their dresses here as quickly as possible. Every time we
received information from the manufacturer, we passed it on to them.
We were also proactive in speaking with our seamstress as soon as we Jearned of this
delay. We asked her to clear her schedule so that as soon as these dresses arrived in our
store, she could meet with the bridesmaids to begin alterations. She said she was happy to
do so, and any of the bridesmaids that wanted to contact her to set up appointments were
welcome to.
5/7/14 - Two of the bridesmaid dresses arrived to our store on time. They were shipped
from the manufacturer on 4/30 and took exactly seven business days to arrive. The bride
was contacted immediately to let her !mow that two of the dresses had arrived, and the
other four would be delivered soon, but we did not have an exact date at this time.
5/9/14- The bride was in the store for her alterations appointment She was able to view
the two bridesmaid dresses that were here. She took pictures of them and said she had
notified the two bridesmaids that their dresses had arrived.
In the mean time we were calling the manufacturer daily to inquire about updates on the
other four dresses. Even though they could not provide a specific date, they said they
wouJd get us a tracking number as soon as the other dresses shipped, allowing us to track
the order and update our customer.
5/14/2014 - We received an email from the company saying that the dresses had not
shipped yet. but they would contact us as soon as they were ready. We let the wedding
party know this information.
5/22/2014 - We received an email from the company stating that the dresses were
shipped to them from overseas on 5/20/14, and that they expected them in the next day or
two. As soon as they received them, they would ship them to us. We let the wedding party
know this information.
5/23/2014 - We received an email from the company that three of the dresses were
shipping on 5/24 and they arrived in our store on 5/29. The bride and bridesmaids were
made aware of the arrival of the dresses.
Before the last dress arrived we informed the wedding party that we were in discussion
with the manufacturer in regards to compensation for our customers because of the delay.
They assured us at that time that there would be one, but no specifics were given. We
relayed this to the wedding party and told them as soon as we got confirmation of
compensation, we would be giving them a partial refund for their inconvenience.
5/30/2014 - We received the final bridesmaid dress and order was complete.
In dosing, we realize that four of the dresses arrived later than anticipated. The two
bridesmaids that received their dresses on time, did not come in and look at them, try them
on or pick them up until the end of May. We requested that they come in as soon as
possible, and we were told that the bride did not wan t any of the dresses picked up until
the order was complete. The bridesmaids were informed that our seamstress was more
than willing to fit them in whenever they were available, and that through the effort of our
staff and her time, we would make sure that their dresses were ready on time. Also, after
the arrival of the bridesmaid dresses, one bridesmaid who Jives an hour away stated she
would not be available to pick up her dress, so we delivered it to her at no additional cost.
Outing the whole process we were completely honest and forthright with the information
to the wedding party. Unfortunately the arrival of the bridesmaid dresses to our store was
out of our control. However, we were in control of what happened once they arrived. We
did everything we could to make sure each bridesmaid was taken care of in a timely and
pleasant manner, and we feel secure in our efforts. The week of the wedding, when two of
the bridesmaids picked up the bride's gown, they were given a refund check for each of the
bridesmaids as requested.

We understand the customer’s concern. 
We fully explained the situation as it happened and handled the
situation professionally and in a timely manner.  This customer’s dress came in on May 29th,
and she was called that day.  She
expressed that she would not be able to make the hour drive that day to pick it
up.  One of the owners offered to deliver
it to her that evening after closing the store. 
 This customer said it wasn’t
necessary to bring it that night, and plans were made between them to meet up
over the weekend.  This customer was also
told that our seamstress was available any time or day that she needed her if
she wanted alterations on her dress. 
In regards to the customer’s concern of the cost of the dress: That dress
was chosen by the bride.  We do have
plenty of less expensive dresses in our store, but this is the dress the bride
selected for her wedding party.  She also
wanted to customize each dress by changing them to a corset back.  Normally that is a $20.00 charge, but we gave
them a group discount and only charged $10.00 per dress as a thank you for
doing business at our store.  The wedding
party and the bride knew up front that alterations were not included in the
price of the dress.  We explained everything
thoroughly and the wedding party was aware of this at the time of ordering.
We are confident in our service and know that we went above and beyond to
make sure everyone was satisfied and taken care of.  The dresses were provided and our seamstress
was available and made this wedding party a top priority.  We spent many hours on the phone between the
wedding party calling daily and our calls to the company to inquire about
updates.  We worked diligently and did
everything in our power to get the dresses here on time, including overnight
shipping expenses.  Everyone received a
refund, including the two bridesmaids whose dresses were here on time.  We feel the refund given to the bridesmaids
was sufficient and will not be issuing anything further.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I still do not agree with the refund. I understand the dresses were picked by the bride but we could have went to a different bridal place where the alteration would have been included. We gave dreams bridal our business thinking they were a good company and worked well with there customers. I don't feel that is true. With all the excuses that we givin why the dresses were not here yet. I have never had this kind of issues with any other bridal place. With all the hassle and stress that we were put in alteration could have been free or a bigger refund could have been givin. 
Regards,
[redacted]