Elegance by Roya

Dear *** ***I am responding regards to complaint: ***1- We made every attempt to resolve the issue, we even broke our rules and regulation to offer an exchange of the dress for ***.2-We always explain that all our floor sample sales are final and it is stating clearly in our sales contract.3- We did allow for exchange, giving her the opportunity to come back if she likes any other dress[We do have all our appointment records)4- We made every effort by phone and in person to resolve this issue.5- We honestly tried to keep our customer happy, which is our first priority.6- We are totally agree, everyone is entitled to their opinion to write reviews on ***But *** ***'s review on *** is false, we can go on to every detail but one thing stands out the most is that *** *** mentioned on his review that we have the dress as well as the money, which is completely false.7-*** *** stating that his fiancé found a dress many weeks later? Then why *** *** review on *** stating a different story?Dear *** please note we never met *** *** or he bought a dress from usHe is NOT consistent with his original complaint and *** review.Best Regards
Elegance By Roya Couture Bridal Atelier

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
1- Business never attempted to resolve the issue with us, and even now, still insist that they were clear and transparent with us, which is absolutely not true
2- Business never gave my fiancé *** *** or her mother clear verbal disclosure of the no return policy and there is no sign posted in their store
3- Business did not allow her to exchange dress for a non in-store designed dress, presumably because they make less profit on the dresses they do not design themselves
4- Manager and other business employees were very aggressive and confrontational during our correspondence, even so much as to call me "stupid" on the phone
5- My fiancé and I felt bullied, threatened, and are utterly disgusted at the way they operate their businessNo transparency and no concept of customer service
6- We feel we are entitled to our opinion as far as writing reviews on *** or any other website and feel like we are obligated to warn other potential customers based on our experience
7- Business talks about "fairness" How fair is it to bully a young bride and her mother and not expect me, her fiancé, to stand up for them? They did in fact have business dealing with me, given we have spoken on the phone when I tried to resolve the issue amicably
8- My fiancé and I reluctantly picked up the dress and still have it unused and untouched, is it fair to expect us to just leave our money and the dress? How is picking up the dress evidence that we are satisfied? We did what anyone would do, and in fact still remain unsatisfied
9- My fiancé decided to find another dress elsewhere, which happened many weeks after our conflict with this businessWe did not find another dress while shopping with them and in fact, we wanted to exchange the dress we bought from them for another dress in their shop, which they refused to doAgain, the business continues to give information and imply that we found a dress elsewhere before the conflict started, which is absolutely false
I hope no one has to go through what we went through months before their weddingIt is utterly disgraceful and inexcusableRegards,*** ***

Our Customer had made an appointment at our *** location on 7/15/Our bridal stylist helped the customer with trying on gowns.The customer fell in love with a gownWe did offer her the gown off the rack since we had a sale going on that dayThe original price of the gown was $
but we discounted it for $and also gave her a free veil.The customer signed the contractWhich under the notes of custom changes we indicated that this was a final sale - "as is"The customer was fully aware of thatShe signed the contractShe choose to pay and also took the gown with her physically on the same day of her purchase.Our company has a policy is all sales are finalThere is no exchange or returnThis is a standard policy for many bridal boutiques.Which this is also stated on the back of the purchase contract which the customer has a copy ofIn addition to that the customer was told verbally that all sales are final and there in no return or exchange for any reason.Our customer did leave with the gown happyAt the time of her purchase with her friends.We have been in business for over years and have helped overthousands of happy bridesWe always try to work with our bridesBut in her case because she took the gown with her on the day of her purchase and reached out to us after a couple of days that she cannot afford the gownIt makes it really hard for us to take the dress back once it has left our store premises

[redacted]
 [redacted]
I am rejecting this response because:I reached out to the business for a refund the next business day not after a couple of days. It took a couple of days because they were supposed to call me back and never did so I had to reach out to them again. The consultant told me that I had to make a decision right then because of the sale and yet the dress was not discounted more than just the price of a used sample dress. The dress has some loose threads and missing beading in some areas. This was not noticed at the time when caught up in the moment and having to make a decisions because the next client was here. So not only did I spend too much I also didn't get the quality one would expect with that price. So as soon as I realized this We reached out the following Monday (sale on Saturday) to get the refund. I had hoped since they have such a long history of trying to help their brides that they would allow this and I even considered and exchange but now I would just like a refund  
[redacted]

Dear [redacted],My name is Roya H[redacted] owner of Elegance Boutique. After 17 years in business we have received our first complaint ID ([redacted]) which is not accurate.On 5-24-2004 [redacted] bought one of our floor samples wedding gowns (which we require full payment on floor...

samples dresses) the only time we require 50% deposit is that we order a new dress for our brides. I wasn't [redacted]'s sales person, her consultant Farah explained to her all our sales are final there's no exchange or refund (which is also mentioned in our sales contract as well). That being said [redacted] and her mother left the store for the first time of trying several dresses and came back the same day and asked to try the dress she really liked again. This time she bought her dress and left the store very happy and excited of her choice and thanked and hugged Farah for helping with her beautiful dress. However [redacted] called one week later wanted to exchange her dress because when she showed the picture of her dress to family member and they told her that the color of her dress is dark, as [redacted] said. With all knowing all of our sales are final and there is no exchange, we made some exceptions and went against our policy for her to make her happy. We gave her an appointment on (613-2014) to come back try on different dresses and see if she likes anything else for exchange. So she came back with her mother and spent over two hours with Farah trying on several other different style gowns and she wanted one of our none-sample dresses for exchange that we couldn't do. She was told several times that these dresses has to be ordered and will take four to six months witch [redacted] did not have.On June-29-2014 [redacted] picked up her dress, which she had a release form signed that she was satisfied. I'm going to provide you with all the documents and receipt that I have with disclosures. I also have the document all of her appointments when she bought the dress and when she came back to try on different gowns.
It is really common for bridal shops that all sales are final, specially for floor sample dresses. We truly did everything to keep [redacted]h happy. At one time she told us that she fell in love with a different dress elsewhere.
Elegance Boutique never met nor did any kind of business with [redacted] (the person who complained about my business). It is not fair for my business that [redacted] pick up her dress and have [redacted] demanding for money and make us look bad with online ([redacted]) and reviews as weli.Dear [redacted] please advise what I should do at this point and please don't hesitate to call or email me anytime.
Sincerely,
Roya H.

Review: My Fiance and I bought a wedding dress from this location and they never told us before the sale that there were no refunds or exchanges. They also never told us that we were only required to make a 50% downpayment. As a result, we payed the full amount, and only found out the next day when my Fiance wanted to make an exchange that they had a no return policy. This information was not conveyed verbally and was not posted anywhere in the store. When we tried to talk to them, they reacted very aggressively and made my fiance cry uncontrollably and refused to work with us. We never took the dress home and they have not altered it or made any changes to it in any way. It is still on the rack same as the day my Fiance bought it. They have our dress and our money and refuse to give us a refund. We believe that due to improper communication of store policy and due to the fact that we never recieved the dress and how we have been treated, we are entitled to a refund and should not have to do business with them.Desired Settlement: We want our money back. We do not feel comfortable talking with them any further. My Fiance is afraid of going back to their store as they have bullied her on the phone several times and have spoken very aggressively to her. They have our money and our dress and we have nothing. We want a refund and don't want any further dealings with them.

Business

Response:

Dear [redacted],My name is Roya H[redacted] owner of Elegance Boutique. After 17 years in business we have received our first complaint ID ([redacted]) which is not accurate.On 5-24-2004 [redacted] bought one of our floor samples wedding gowns (which we require full payment on floor samples dresses) the only time we require 50% deposit is that we order a new dress for our brides. I wasn't [redacted]'s sales person, her consultant Farah explained to her all our sales are final there's no exchange or refund (which is also mentioned in our sales contract as well). That being said [redacted] and her mother left the store for the first time of trying several dresses and came back the same day and asked to try the dress she really liked again. This time she bought her dress and left the store very happy and excited of her choice and thanked and hugged Farah for helping with her beautiful dress. However [redacted] called one week later wanted to exchange her dress because when she showed the picture of her dress to family member and they told her that the color of her dress is dark, as [redacted] said. With all knowing all of our sales are final and there is no exchange, we made some exceptions and went against our policy for her to make her happy. We gave her an appointment on (613-2014) to come back try on different dresses and see if she likes anything else for exchange. So she came back with her mother and spent over two hours with Farah trying on several other different style gowns and she wanted one of our none-sample dresses for exchange that we couldn't do. She was told several times that these dresses has to be ordered and will take four to six months witch [redacted] did not have.On June-29-2014 [redacted] picked up her dress, which she had a release form signed that she was satisfied. I'm going to provide you with all the documents and receipt that I have with disclosures. I also have the document all of her appointments when she bought the dress and when she came back to try on different gowns.It is really common for bridal shops that all sales are final, specially for floor sample dresses. We truly did everything to keep [redacted]h happy. At one time she told us that she fell in love with a different dress elsewhere.Elegance Boutique never met nor did any kind of business with [redacted] (the person who complained about my business). It is not fair for my business that [redacted] pick up her dress and have [redacted] demanding for money and make us look bad with online ([redacted]) and reviews as weli.Dear [redacted] please advise what I should do at this point and please don't hesitate to call or email me anytime.Sincerely,Roya H.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

1- Business never attempted to resolve the issue with us, and even now, still insist that they were clear and transparent with us, which is absolutely not true.