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/- 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 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 Jearned 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

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 $charge, but we gave them a group discount and only charged $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 refundI understand the dresses were picked by the bride but we could have went to a different bridal place where the alteration would have been includedWe gave dreams bridal our business thinking they were a good company and worked well with there customersI don't feel that is trueWith all the excuses that we givin why the dresses were not here yetI have never had this kind of issues with any other bridal placeWith 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]