[redacted] purchased her dress with us on April 7, **and worked with [redacted] , one of our Managers When [redacted] arrived and began working with [redacted] , she pointed to a dress and said “I’d like to buy that one” without trying on any gowns at that point, seeming very impulsive [redacted] asked if she was certain or if she’d at least like to try on some dresses for the fit and style She did, then, end up trying on the dress she originally pointed to and liked it She decided to purchase that dress and [redacted] began to ring it up As [redacted] was ringing up her original dress selection, [redacted] saw another similar style dress and said that she would like that one instead (without trying it on) [redacted] then made the change in the transaction to this second dress selection, but then [redacted] apologized and asked to look through some catalogs This was when she found a third dress from the catalog, the dress she ended up purchasing, which was not available in store to try on The style and fit was similar to the other two she was interested in that were carried in the store, but there was more beading and a slightly different pattern, as pictured in the catalog and explained by [redacted] Based on this selection process and comments [redacted] made to both [redacted] and [redacted] while trying on her dress and her final interaction with our store, this complaint seems to be based more on the quick selection process (not size) and unfortunately, not loving the dress as much as she had hoped Due to the bridal industry being a made-to-order industry, all sales are final and non-refundable because the dress is made to the specific size, color and style requested by the individual customer At the time of purchase, [redacted] measured ***” in her bust (size **), **” in her waist (size **) and **” in her hips (between size [redacted] and **, so we have to go with higher measurement to ensure fit) As standard policy in the bridal industry and as an authorized retailer, we must comply with the measurements on the designer size chart and must recommend the size based on the largest measurement (bust, waist, hips) to ensure fit in that area, which is why the size [redacted] was recommended At the time of measurement sign off during the purchase process, [redacted] did inform us and we did take note that she informed us she was on a weight loss program to get back to her original size and was confident she would do so by July (her wedding time) As [redacted] completed and explained our measurement and size sheet that each customer completes, reviews and signs with their consultant during the order process, she explained that we have to recommend the size based on her current measurements, but that ultimately it is her decision on size selection At that time, she decided to select a [redacted] **, two sizes down from the recommended ** On September 6, **when [redacted] came in to pay a portion of her balance, she requested to be re-sized just to see where she measured due to her weight loss We did re-measure her and she measured 39” in her bust (size 14), 34.5” in her waist (between sizes [redacted] and **) and ***” in her waist (between sizes [redacted] and **) Based on these new measurements, her measurements did decrease in all areas, however, the recommended size per the designer size chart still would have been the size [redacted] due to her waist measurement, which includes ribs within measurement (which cannot be adjusted with weight loss or gain) As explained during her purchase when the measurement and size sheet was reviewed and signed off on by [redacted] , [redacted] did explain that the other areas, if measuring to a smaller size, may need to be altered to fit [redacted] ’s dress came in on September 11, **and she came in to try it on and worked with [redacted] on September 12, ** When [redacted] saw her in the dress, it seemed to fit well in the waist and was just a little big in the bust and hips, given continual measurement changes But even with continual measurement changes, having a smaller size would run the risk of the dress not fitting in the waist and ribcage At this appointment with [redacted] , she seemed comfortable with her dress and did not make any comments at this point regarding being disappointed with it [redacted] came back in the next day on September 13, **14, to try on the dress, again [redacted] was not in that day, so she began working with our other Manager, ***, who helped her get into her dress, but also try on the other dress she initially liked and intended to purchase, which now was on clearance, as it had been recently discontinued The bride explained that she was uncertain about her current dress and was re-thinking her choice, now seemingly interested in one of her original selections that she decided not to go with Because the dress she seemed to be considering was recently reduced on clearance, [redacted] offered to put the dress on hold and give an additional 50% off to the already reduced dress if she really wanted to change her mind and go back to her original choice regarding her dress selection [redacted] also offered a payment plan to work with the bride so that she was happy with her gown selection and also offered sewing in a new zipper and provide a new corset tie back for free if she went with that sample dress [redacted] kept comparing this original dress she loved, but did not purchase, which was a size and corset back (from a different designer) to her purchased dress, which was a zipper back and a size ** She wanted her dress to fit like that dress (which was too small), but alterations would be needed to get it to the specified tightness she preferred, as [redacted] and [redacted] ’s friend both commented on how her actual dress fit and looked good The customer left seemingly happy that day and even said that she loved [redacted] , but was just not happy with the dress After that day with ***, [redacted] did come in another day and saw [redacted] , who was surprised to see her [redacted] mentioned to [redacted] that she was looking for a different dress because she hated the dress she had purchased She worked with both [redacted] and [redacted] that day to continue her search to find a replacement dress that she would be happy with She even made a comment to [redacted] that she liked the dress more and more every time she tried it on On September **, 2014, [redacted] stopped in to pick up her bridesmaid dresses since they recently came in At that time, she worked with ***, again [redacted] asked her if she had made a decision on what she was planning on doing with the sample dress she seemed interested in initially buying and now considering purchasing off-the-rack for 50% off when she was in the last time It was at that time that the customer stated that she actually ended up purchasing another dress from a different store and that she just planned on selling the one that she ordered, since she did not love it ***, then opened the bridesmaid dresses for her to inspect and [redacted] mentioned that she saw a couple spots on the dresses [redacted] inspected the spots in question and had a hard timing seeing what the customer was pointing out, but did have a seamstress immediately remove the slight chalk remnants from the manufacturing process that is used in the dress cutting process [redacted] then took the dresses and left seemingly happy, again, and that was the last time we heard from her, until this complaint Regarding alterations, [redacted] never received a formal alterations quote with any of our seamstresses and no notes were recorded for any price quotes form a seamstress, which is standard practice, as we would hold and honor that price quote until alterations are performed We can also confirm that we have never had a price quote that high with any of our seamstresses, regardless of amount of work performed on any bridal gown Also, to avoid common mis-perceptions about bridal alterations, it is explained and signed off on that alterations are not based on the amount of material adjusted, but rather based on the type of worked performed and number of layers on the dress Sizing is mandated by the designer size charts (and is not and cannot be suggest larger) to ensure fit in the largest measurement Alterations performed in house are an additional convenience service that we provide that many brides utilize, but the bride is the one who determines whether or not they get alterations done through us and that is their choice To address the bridesmaid sizing issue that was briefly addressed with her bridal sizing, these dresses follow the same measuring protocol following the designer size charts measuring to the largest measurement, which, again, is signed off on that it is likely that alterations may be needed in any other body areas measuring to a smaller size, as these dresses are made-to-order to a specific size, not custom-made to each body area measurement All of her bridesmaids were measured and sized accordingly per the bridal industry standard and none of the bridesmaids informed us of any concern with their dress size at the store Everything with this order followed the proper ordering and sizing measurement protocol The bride did select her own size and the dress does fit well and as it should and she admitted to both Managers that she just simply did not like the dress as much as she thought Based on what we learned in our last interaction with [redacted] , as well, the refund request seems to be an attempt to cover the cost of her new dress, which we cannot be responsible for, as this is the customer’s decision to purchase a second dress and a completely separate transaction unrelated to our store At no time was this escalated to another Manager or Owner, so this complaint comes as a surprise when we have been working with her for weeks and each time she seemingly leaves satisfied Unfortunately, we are not able to refund a made-to-order dress due to the fact of someone not liking it as much as they thought they would or because they decided to purchase another dress Though our policy does state that all sales are final and that there are no exchanges or refunds, we still did make a ‘good faith’ effort to go above and beyond to provide additional service and options for [redacted] so that she would end up happy with her gown selection, thought it was beyond our contractual obligations to do so
*** purchased her
dress with us on April 7, **and worked with ***, one of our
Managers. When *** arrived and began
working with ***, she pointed to a dress and said “I’d like to buy that one”
without trying on any gowns at that point, seeming very impulsive. ***
asked if she was certain or if she’d
at least like to try on some dresses for the fit and style. She did, then, end up trying on the dress she
originally pointed to and liked it. She
decided to purchase that dress and *** began to ring it up. As *** was ringing up her original dress
selection, *** saw another similar style dress and said that she would like
that one instead (without trying it on).
*** then made the change in the transaction to this second dress
selection, but then *** apologized and asked to look through some
catalogs. This was when she found a
third dress from the catalog, the dress she ended up purchasing, which was not
available in store to try on. The style
and fit was similar to the other two she was interested in that were carried in
the store, but there was more beading and a slightly different pattern, as
pictured in the catalog and explained by ***. Based on this selection process and comments
*** made to both *** and *** while trying on her dress and her final
interaction with our store, this complaint seems to be based more on the quick
selection process (not size) and unfortunately, not loving the dress as much as
she had hoped. Due to the bridal
industry being a made-to-order industry, all sales are final and non-refundable
because the dress is made to the specific size, color and style requested by
the individual customer
At the time of
purchase, *** measured ***” in her bust (size **), **” in her waist (size **) and **” in her hips (between size ** and **, so we have to go with higher
measurement to ensure fit). As standard
policy in the bridal industry and as an authorized retailer, we must comply with the measurements on the
designer size chart and must recommend the size based on the largest
measurement (bust, waist, hips) to ensure fit in that area, which is why the
size ** was recommended. At the time of
measurement sign off during the purchase process, *** did inform us and we
did take note that she informed us she was on a weight loss program to get back
to her original size and was confident she would do so by July (her
wedding time). As *** completed and
explained our measurement and size sheet that each customer completes, reviews
and signs with their consultant during the order process, she explained that we
have to recommend the size based on her current measurements, but that
ultimately it is her decision on size selection. At that time, she decided to select a *** **,
two sizes down from the recommended **
On September 6, **when *** came in to pay a portion of her balance,
she requested to be re-sized just to see where she measured due to her weight
loss We did
re-measure her and she measured 39” in her bust (size 14), 34.5” in her waist
(between sizes ** and **) and ***” in her waist (between sizes ** and
**). Based on these new measurements,
her measurements did decrease in all areas, however, the recommended size per
the designer size chart still would have been the size ** due to her waist
measurement, which includes ribs within measurement (which cannot be adjusted
with weight loss or gain). As explained
during her purchase when the measurement and size sheet was reviewed and signed
off on by ***, *** did explain that the other areas, if measuring to a
smaller size, may need to be altered to fit.
***’s dress
came in on September 11, **and she came in to try it on and worked with
*** on September 12, **14. When
*** saw her in the dress, it seemed to fit well in the waist and was just a
little big in the bust and hips, given continual measurement changes. But even with continual measurement changes,
having a smaller size would run the
risk of the dress not fitting in the waist and ribcage. At this appointment with ***, she seemed comfortable
with her dress and did not make any comments at this point regarding being
disappointed with it.
*** came back
in the next day on September 13, **14, to try on the dress, again *** was not in that day, so she began
working with our other Manager, ***, who helped her get into her dress, but
also try on the other dress she initially liked and intended to purchase, which
now was on clearance, as it had been recently discontinued. The bride explained that she was uncertain
about her current dress and was re-thinking her choice, now seemingly
interested in one of her original selections that she decided not to go
with. Because the dress she seemed to be
considering was recently reduced on clearance, *** offered to put the dress
on hold and give an additional 50% off to the already reduced dress if she
really wanted to change her mind and go back to her original choice regarding
her dress selection. *** also offered
a payment plan to work with the bride so that she was happy with her gown
selection and also offered sewing in a new zipper and provide a new corset tie
back for free if she went with that sample dress. *** kept comparing this original dress she
loved, but did not purchase, which was a size and corset back (from a
different designer) to her purchased dress, which was a zipper back and a size
**. She wanted her dress to fit like
that dress (which was too small), but alterations would be needed to get it to
the specified tightness she preferred, as *** and ***’s friend both
commented on how her actual dress fit and looked good. The customer left seemingly happy that day
and even said that she loved ***, but was just not happy with the dress After that day with ***, *** did come in
another day and saw ***, who was surprised to see her. *** mentioned to *** that she was
looking for a different dress because she hated the dress she had purchased. She worked with both *** and *** that
day to continue her search to find a replacement dress that she would be happy
with. She even made a comment to *** that she liked the dress more and more every time she tried it on
On September **,
2014, *** stopped in to pick up her bridesmaid dresses since they recently
came in. At that time, she worked with
***, again. *** asked her if she had
made a decision on what she was planning on doing with the sample dress she
seemed interested in initially buying and now considering purchasing off-the-rack
for 50% off when she was in the last time.
It was at that time that the customer stated that she actually ended up
purchasing another dress from a different store and that she just planned on
selling the one that she ordered, since she did not love it. ***, then opened the bridesmaid dresses for
her to inspect and *** mentioned that she saw a couple spots on the
dresses. *** inspected the spots in
question and had a hard timing seeing what the customer was pointing out, but
did have a seamstress immediately remove the slight chalk remnants from the
manufacturing process that is used in the dress cutting process. *** then took the dresses and left
seemingly happy, again, and that was the last time we heard from her, until
this complaint
Regarding
alterations, *** never received a formal alterations quote with any of our
seamstresses and no notes were recorded for any price quotes form a seamstress,
which is standard practice, as we would hold and honor that price quote until
alterations are performed. We can also
confirm that we have never had a price quote that high with any of our
seamstresses, regardless of amount of work performed on any bridal gown. Also, to avoid common mis-perceptions about
bridal alterations, it is explained and signed off on that alterations are not
based on the amount of material adjusted, but rather based on the type of
worked performed and number of layers on the dress. Sizing is mandated by the designer size
charts (and is not and cannot be suggest larger) to ensure fit in the largest
measurement. Alterations performed in
house are an additional convenience service that we provide that many brides
utilize, but the bride is the one who determines whether or not they get
alterations done through us and that is their choice.
To address the
bridesmaid sizing issue that was briefly addressed with her bridal sizing,
these dresses follow the same measuring protocol following the designer size
charts measuring to the largest measurement, which, again, is signed off on
that it is likely that alterations may be needed in any other body areas
measuring to a smaller size, as these dresses are made-to-order to a specific
size, not custom-made to each body area measurement. All of her bridesmaids were measured and
sized accordingly per the bridal industry standard and none of the bridesmaids
informed us of any concern with their dress size at the store
Everything with
this order followed the proper ordering and sizing measurement protocol. The bride did select her own size and the dress
does fit well and as it should and she admitted to both Managers that she just
simply did not like the dress as much as she thought. Based on what we learned in our last
interaction with ***, as well, the refund request seems to be an attempt to
cover the cost of her new dress, which we cannot be responsible for, as this is
the customer’s decision to purchase a second dress and a completely separate
transaction unrelated to our store. At
no time was this escalated to another Manager or Owner, so this complaint comes
as a surprise when we have been working with her for weeks and each time she
seemingly leaves satisfied Unfortunately,
we are not able to refund a made-to-order dress due to the fact of someone not
liking it as much as they thought they would or because they decided to
purchase another dress Though our
policy does state that all sales are final and that there are no exchanges or
refunds, we still did make a ‘good faith’ effort to go above and beyond to
provide additional service and options for *** so that she would end up
happy with her gown selection, thought it was beyond our contractual
obligations to do so
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
There is great validity to my complaint. I whole heartedly feel the company sizes it customers in large sizes to ensure they have to pay a large amount for alterations which was my complaint. I have not been offered any type of help other than to give the company another large sum of money. As I stated earlier I was sized by another company the same week I was sized by eva's and measurements varied by almost two inches. The only resolution I was offered to my concerns were to pay them another large sum of money, either $in alterations (which I was quoted by a manager) or to purchase another dress in the amount of $745. I was never offered to speak with a seamstress as stated in their response. I was only given quotes from the manager. I was offered a discount on the off the rack dress. The corset string was in shreads and it was not until I asked where I could get another one that it was offered they would replace it. The response from *** was that she would just take one off another dress. Also the zipper on the off the rack dress was ripped as stated in their response but I was told I could have that fixed with the other alterations I would have done on the dress, it was not offered to be fixed at no cost. The matter has nothing to do with not liking the dress at all as I have stated I love the dress. I don't feel good in something that is huge on me. My hips measured by eva's on 9/measured *** and according to the Mori lee website for a *** ** I would need to be hip to fit in my dress. When measured by the other dress store on 9/my hips were measuring a **. It makes sense that the dress it too large with the measurement received by the other store. I opted to purchase a different dress from another store because I feel that eva's is dishonest and I did not want to give them another cent of my hard earned money. A wedding is supposed be special and exciting and they have made this experience nothing but a disaster. My bridesmaid dresses came in with spots and were also measured in ridiculous sizes. My bridesmaid sizing as follows*** *** size is a * and she was told she measures a **. *** *** * and was told to get a **. *** a *** ** and she was told to get a **. I will proceed with working with Fox to investigate the business practices. I understand that papers are signed that states no refunds but there are shades of grey in matters. I work in a field where we make custom items for people, eyeglasses made according to a persons prescription, which it is stated there are no refunds, but there are always shades of grey. Our items cannot be resold either whereas a dress that is brand new could be resold along with all the other off the rack items. I want a refund for my dress as they are dishonest in their practices.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In regards to the customer’s response, the facts here clearly show
that there is no validity to this complaint.
As stated in our previous response, the customer was measured following the proper ordering and sizing
measurement protocol per the industry standard and designer size chart. The facts are that *** was initially
measured at a *** ** and even after re-measuring is still measuring at a *** ** based on her waist measurement specifically, which is what was recommended. After re-measuring, her bust is a size and
her hips measured between a *** ** and 18, both of which align closely to her
selected *** **. Based on her current
measurements and her *** ** selection, *** did a good job estimating the
amount of weight she was going to lose between the time of her order and the
time the dress came in. It is important
to understand that in order to remain as an authorized retailer for each
designer, we, unfortunately, are not allowed to deviate from the designer size
chart recommendation at the time of order, as we need to ensure that the dress
will fit to the largest measurement (of bust, waist and hips). We cannot guess or estimate for a customer what
a future size would be, either smaller or larger, as it would be impossible for
us to know and would be breaking ordering and sizing protocol. *** did review and sign off on the size and measurement sheet with *** at the time of purchase which outlines
that all sales are final due to orders being made-to-order to a customer’s
specific style, color and size. She also
reviewed and signed off on her own *** ** selection, which fits her well and
as it should now, as explained above. The customer agreement signed by *** also
states that alterations would likely be needed, as she measured across three
separate sizes in each body area and that alterations are a separate service
and chargeNot all customers need alterations and some choose to have them
performed outside of our store, so we separate the charges for the dress and
alterations.
Even though the
dress does fit well and as it should, it was made clear to us by the bride’s
comments and actions during visits to our store that she simply seemed to have second
thoughts due to not loving the dress as much as she had hopedShe also explained
to us that she decided to sell the dress since she had already purchased
another dress from a different store.
However, even though she did not like the dress as much as she hoped,
which is outside of our control and does not warrant a refund on a
made-to-order dress, we still did want her to love her wedding dress in the
end, and exhausted all options to make that happen. Since she expressed interest in potentially
buying her original dress selection off the rack, as previously explained, we
offered this already reduced discontinued dress to her for an additional 50%
off, plus the addition of a new zipper and corset tie for free. We also offered her an option to meet with a
seamstress to have a free consultation to get a price quote specific to how she
would like her dress to fit (which she preferred tighter, like the smaller
sample she almost originally purchased), which she has not taken advantage of thus
far, so she does not have accurate information regarding what pricing would be to
make her dress fit to her liking.
Knowing that she signed off on her own size and understood that
alterations may be needed and at an additional charge, coupled with the fact
that her measurements show that a *** ** fits better now anyway, the fact that
she is not even considering a free consultation reaffirms that she simply is
looking to recoup the cost of this dress since she does not like it as much anymore
and has already since purchased another dress.
And, we cannot be
responsible for a second dress purchase, as this is the customer’s decision to
purchase a second dress and a completely separate transaction unrelated to our
store.
Unfortunately, there
is not a sizing issue here with her dress (or her bridesmaid dresses), as the
facts show, and we are not able to refund a made-to-order dress due to the fact
of someone not liking it as much as they thought they would or because they
decided to purchase another dress.
Though our policy does state that all sales are final and that there are
no exchanges or refunds, we still went above and beyond to provide additional
service and options for *** so that she could end up happy with her gown
selection
[redacted] purchased her dress with us on April 7, **and worked with [redacted] , one of our Managers When [redacted] arrived and began working with [redacted] , she pointed to a dress and said “I’d like to buy that one” without trying on any gowns at that point, seeming very impulsive [redacted] asked if she was certain or if she’d at least like to try on some dresses for the fit and style She did, then, end up trying on the dress she originally pointed to and liked it She decided to purchase that dress and [redacted] began to ring it up As [redacted] was ringing up her original dress selection, [redacted] saw another similar style dress and said that she would like that one instead (without trying it on) [redacted] then made the change in the transaction to this second dress selection, but then [redacted] apologized and asked to look through some catalogs This was when she found a third dress from the catalog, the dress she ended up purchasing, which was not available in store to try on The style and fit was similar to the other two she was interested in that were carried in the store, but there was more beading and a slightly different pattern, as pictured in the catalog and explained by [redacted] Based on this selection process and comments [redacted] made to both [redacted] and [redacted] while trying on her dress and her final interaction with our store, this complaint seems to be based more on the quick selection process (not size) and unfortunately, not loving the dress as much as she had hoped Due to the bridal industry being a made-to-order industry, all sales are final and non-refundable because the dress is made to the specific size, color and style requested by the individual customer At the time of purchase, [redacted] measured ***” in her bust (size **), **” in her waist (size **) and **” in her hips (between size [redacted] and **, so we have to go with higher measurement to ensure fit) As standard policy in the bridal industry and as an authorized retailer, we must comply with the measurements on the designer size chart and must recommend the size based on the largest measurement (bust, waist, hips) to ensure fit in that area, which is why the size [redacted] was recommended At the time of measurement sign off during the purchase process, [redacted] did inform us and we did take note that she informed us she was on a weight loss program to get back to her original size and was confident she would do so by July (her wedding time) As [redacted] completed and explained our measurement and size sheet that each customer completes, reviews and signs with their consultant during the order process, she explained that we have to recommend the size based on her current measurements, but that ultimately it is her decision on size selection At that time, she decided to select a [redacted] **, two sizes down from the recommended ** On September 6, **when [redacted] came in to pay a portion of her balance, she requested to be re-sized just to see where she measured due to her weight loss We did re-measure her and she measured 39” in her bust (size 14), 34.5” in her waist (between sizes [redacted] and **) and ***” in her waist (between sizes [redacted] and **) Based on these new measurements, her measurements did decrease in all areas, however, the recommended size per the designer size chart still would have been the size [redacted] due to her waist measurement, which includes ribs within measurement (which cannot be adjusted with weight loss or gain) As explained during her purchase when the measurement and size sheet was reviewed and signed off on by [redacted] , [redacted] did explain that the other areas, if measuring to a smaller size, may need to be altered to fit [redacted] ’s dress came in on September 11, **and she came in to try it on and worked with [redacted] on September 12, ** When [redacted] saw her in the dress, it seemed to fit well in the waist and was just a little big in the bust and hips, given continual measurement changes But even with continual measurement changes, having a smaller size would run the risk of the dress not fitting in the waist and ribcage At this appointment with [redacted] , she seemed comfortable with her dress and did not make any comments at this point regarding being disappointed with it [redacted] came back in the next day on September 13, **14, to try on the dress, again [redacted] was not in that day, so she began working with our other Manager, ***, who helped her get into her dress, but also try on the other dress she initially liked and intended to purchase, which now was on clearance, as it had been recently discontinued The bride explained that she was uncertain about her current dress and was re-thinking her choice, now seemingly interested in one of her original selections that she decided not to go with Because the dress she seemed to be considering was recently reduced on clearance, [redacted] offered to put the dress on hold and give an additional 50% off to the already reduced dress if she really wanted to change her mind and go back to her original choice regarding her dress selection [redacted] also offered a payment plan to work with the bride so that she was happy with her gown selection and also offered sewing in a new zipper and provide a new corset tie back for free if she went with that sample dress [redacted] kept comparing this original dress she loved, but did not purchase, which was a size and corset back (from a different designer) to her purchased dress, which was a zipper back and a size ** She wanted her dress to fit like that dress (which was too small), but alterations would be needed to get it to the specified tightness she preferred, as [redacted] and [redacted] ’s friend both commented on how her actual dress fit and looked good The customer left seemingly happy that day and even said that she loved [redacted] , but was just not happy with the dress After that day with ***, [redacted] did come in another day and saw [redacted] , who was surprised to see her [redacted] mentioned to [redacted] that she was looking for a different dress because she hated the dress she had purchased She worked with both [redacted] and [redacted] that day to continue her search to find a replacement dress that she would be happy with She even made a comment to [redacted] that she liked the dress more and more every time she tried it on On September **, 2014, [redacted] stopped in to pick up her bridesmaid dresses since they recently came in At that time, she worked with ***, again [redacted] asked her if she had made a decision on what she was planning on doing with the sample dress she seemed interested in initially buying and now considering purchasing off-the-rack for 50% off when she was in the last time It was at that time that the customer stated that she actually ended up purchasing another dress from a different store and that she just planned on selling the one that she ordered, since she did not love it ***, then opened the bridesmaid dresses for her to inspect and [redacted] mentioned that she saw a couple spots on the dresses [redacted] inspected the spots in question and had a hard timing seeing what the customer was pointing out, but did have a seamstress immediately remove the slight chalk remnants from the manufacturing process that is used in the dress cutting process [redacted] then took the dresses and left seemingly happy, again, and that was the last time we heard from her, until this complaint Regarding alterations, [redacted] never received a formal alterations quote with any of our seamstresses and no notes were recorded for any price quotes form a seamstress, which is standard practice, as we would hold and honor that price quote until alterations are performed We can also confirm that we have never had a price quote that high with any of our seamstresses, regardless of amount of work performed on any bridal gown Also, to avoid common mis-perceptions about bridal alterations, it is explained and signed off on that alterations are not based on the amount of material adjusted, but rather based on the type of worked performed and number of layers on the dress Sizing is mandated by the designer size charts (and is not and cannot be suggest larger) to ensure fit in the largest measurement Alterations performed in house are an additional convenience service that we provide that many brides utilize, but the bride is the one who determines whether or not they get alterations done through us and that is their choice To address the bridesmaid sizing issue that was briefly addressed with her bridal sizing, these dresses follow the same measuring protocol following the designer size charts measuring to the largest measurement, which, again, is signed off on that it is likely that alterations may be needed in any other body areas measuring to a smaller size, as these dresses are made-to-order to a specific size, not custom-made to each body area measurement All of her bridesmaids were measured and sized accordingly per the bridal industry standard and none of the bridesmaids informed us of any concern with their dress size at the store Everything with this order followed the proper ordering and sizing measurement protocol The bride did select her own size and the dress does fit well and as it should and she admitted to both Managers that she just simply did not like the dress as much as she thought Based on what we learned in our last interaction with [redacted] , as well, the refund request seems to be an attempt to cover the cost of her new dress, which we cannot be responsible for, as this is the customer’s decision to purchase a second dress and a completely separate transaction unrelated to our store At no time was this escalated to another Manager or Owner, so this complaint comes as a surprise when we have been working with her for weeks and each time she seemingly leaves satisfied Unfortunately, we are not able to refund a made-to-order dress due to the fact of someone not liking it as much as they thought they would or because they decided to purchase another dress Though our policy does state that all sales are final and that there are no exchanges or refunds, we still did make a ‘good faith’ effort to go above and beyond to provide additional service and options for [redacted] so that she would end up happy with her gown selection, thought it was beyond our contractual obligations to do so
*** purchased her
dress with us on April 7, **and worked with ***, one of our
Managers. When *** arrived and began
working with ***, she pointed to a dress and said “I’d like to buy that one”
without trying on any gowns at that point, seeming very impulsive. ***
asked if she was certain or if she’d
at least like to try on some dresses for the fit and style. She did, then, end up trying on the dress she
originally pointed to and liked it. She
decided to purchase that dress and *** began to ring it up. As *** was ringing up her original dress
selection, *** saw another similar style dress and said that she would like
that one instead (without trying it on).
*** then made the change in the transaction to this second dress
selection, but then *** apologized and asked to look through some
catalogs. This was when she found a
third dress from the catalog, the dress she ended up purchasing, which was not
available in store to try on. The style
and fit was similar to the other two she was interested in that were carried in
the store, but there was more beading and a slightly different pattern, as
pictured in the catalog and explained by ***. Based on this selection process and comments
*** made to both *** and *** while trying on her dress and her final
interaction with our store, this complaint seems to be based more on the quick
selection process (not size) and unfortunately, not loving the dress as much as
she had hoped. Due to the bridal
industry being a made-to-order industry, all sales are final and non-refundable
because the dress is made to the specific size, color and style requested by
the individual customer
At the time of
purchase, *** measured ***” in her bust (size **), **” in her waist (size **) and **” in her hips (between size ** and **, so we have to go with higher
measurement to ensure fit). As standard
policy in the bridal industry and as an authorized retailer, we must comply with the measurements on the
designer size chart and must recommend the size based on the largest
measurement (bust, waist, hips) to ensure fit in that area, which is why the
size ** was recommended. At the time of
measurement sign off during the purchase process, *** did inform us and we
did take note that she informed us she was on a weight loss program to get back
to her original size and was confident she would do so by July (her
wedding time). As *** completed and
explained our measurement and size sheet that each customer completes, reviews
and signs with their consultant during the order process, she explained that we
have to recommend the size based on her current measurements, but that
ultimately it is her decision on size selection. At that time, she decided to select a *** **,
two sizes down from the recommended **
On September 6, **when *** came in to pay a portion of her balance,
she requested to be re-sized just to see where she measured due to her weight
loss We did
re-measure her and she measured 39” in her bust (size 14), 34.5” in her waist
(between sizes ** and **) and ***” in her waist (between sizes ** and
**). Based on these new measurements,
her measurements did decrease in all areas, however, the recommended size per
the designer size chart still would have been the size ** due to her waist
measurement, which includes ribs within measurement (which cannot be adjusted
with weight loss or gain). As explained
during her purchase when the measurement and size sheet was reviewed and signed
off on by ***, *** did explain that the other areas, if measuring to a
smaller size, may need to be altered to fit.
***’s dress
came in on September 11, **and she came in to try it on and worked with
*** on September 12, **14. When
*** saw her in the dress, it seemed to fit well in the waist and was just a
little big in the bust and hips, given continual measurement changes. But even with continual measurement changes,
having a smaller size would run the
risk of the dress not fitting in the waist and ribcage. At this appointment with ***, she seemed comfortable
with her dress and did not make any comments at this point regarding being
disappointed with it.
*** came back
in the next day on September 13, **14, to try on the dress, again *** was not in that day, so she began
working with our other Manager, ***, who helped her get into her dress, but
also try on the other dress she initially liked and intended to purchase, which
now was on clearance, as it had been recently discontinued. The bride explained that she was uncertain
about her current dress and was re-thinking her choice, now seemingly
interested in one of her original selections that she decided not to go
with. Because the dress she seemed to be
considering was recently reduced on clearance, *** offered to put the dress
on hold and give an additional 50% off to the already reduced dress if she
really wanted to change her mind and go back to her original choice regarding
her dress selection. *** also offered
a payment plan to work with the bride so that she was happy with her gown
selection and also offered sewing in a new zipper and provide a new corset tie
back for free if she went with that sample dress. *** kept comparing this original dress she
loved, but did not purchase, which was a size and corset back (from a
different designer) to her purchased dress, which was a zipper back and a size
**. She wanted her dress to fit like
that dress (which was too small), but alterations would be needed to get it to
the specified tightness she preferred, as *** and ***’s friend both
commented on how her actual dress fit and looked good. The customer left seemingly happy that day
and even said that she loved ***, but was just not happy with the dress After that day with ***, *** did come in
another day and saw ***, who was surprised to see her. *** mentioned to *** that she was
looking for a different dress because she hated the dress she had purchased. She worked with both *** and *** that
day to continue her search to find a replacement dress that she would be happy
with. She even made a comment to *** that she liked the dress more and more every time she tried it on
On September **,
2014, *** stopped in to pick up her bridesmaid dresses since they recently
came in. At that time, she worked with
***, again. *** asked her if she had
made a decision on what she was planning on doing with the sample dress she
seemed interested in initially buying and now considering purchasing off-the-rack
for 50% off when she was in the last time.
It was at that time that the customer stated that she actually ended up
purchasing another dress from a different store and that she just planned on
selling the one that she ordered, since she did not love it. ***, then opened the bridesmaid dresses for
her to inspect and *** mentioned that she saw a couple spots on the
dresses. *** inspected the spots in
question and had a hard timing seeing what the customer was pointing out, but
did have a seamstress immediately remove the slight chalk remnants from the
manufacturing process that is used in the dress cutting process. *** then took the dresses and left
seemingly happy, again, and that was the last time we heard from her, until
this complaint
Regarding
alterations, *** never received a formal alterations quote with any of our
seamstresses and no notes were recorded for any price quotes form a seamstress,
which is standard practice, as we would hold and honor that price quote until
alterations are performed. We can also
confirm that we have never had a price quote that high with any of our
seamstresses, regardless of amount of work performed on any bridal gown. Also, to avoid common mis-perceptions about
bridal alterations, it is explained and signed off on that alterations are not
based on the amount of material adjusted, but rather based on the type of
worked performed and number of layers on the dress. Sizing is mandated by the designer size
charts (and is not and cannot be suggest larger) to ensure fit in the largest
measurement. Alterations performed in
house are an additional convenience service that we provide that many brides
utilize, but the bride is the one who determines whether or not they get
alterations done through us and that is their choice.
To address the
bridesmaid sizing issue that was briefly addressed with her bridal sizing,
these dresses follow the same measuring protocol following the designer size
charts measuring to the largest measurement, which, again, is signed off on
that it is likely that alterations may be needed in any other body areas
measuring to a smaller size, as these dresses are made-to-order to a specific
size, not custom-made to each body area measurement. All of her bridesmaids were measured and
sized accordingly per the bridal industry standard and none of the bridesmaids
informed us of any concern with their dress size at the store
Everything with
this order followed the proper ordering and sizing measurement protocol. The bride did select her own size and the dress
does fit well and as it should and she admitted to both Managers that she just
simply did not like the dress as much as she thought. Based on what we learned in our last
interaction with ***, as well, the refund request seems to be an attempt to
cover the cost of her new dress, which we cannot be responsible for, as this is
the customer’s decision to purchase a second dress and a completely separate
transaction unrelated to our store. At
no time was this escalated to another Manager or Owner, so this complaint comes
as a surprise when we have been working with her for weeks and each time she
seemingly leaves satisfied Unfortunately,
we are not able to refund a made-to-order dress due to the fact of someone not
liking it as much as they thought they would or because they decided to
purchase another dress Though our
policy does state that all sales are final and that there are no exchanges or
refunds, we still did make a ‘good faith’ effort to go above and beyond to
provide additional service and options for *** so that she would end up
happy with her gown selection, thought it was beyond our contractual
obligations to do so
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
There is great validity to my complaint. I whole heartedly feel the company sizes it customers in large sizes to ensure they have to pay a large amount for alterations which was my complaint. I have not been offered any type of help other than to give the company another large sum of money. As I stated earlier I was sized by another company the same week I was sized by eva's and measurements varied by almost two inches. The only resolution I was offered to my concerns were to pay them another large sum of money, either $in alterations (which I was quoted by a manager) or to purchase another dress in the amount of $745. I was never offered to speak with a seamstress as stated in their response. I was only given quotes from the manager. I was offered a discount on the off the rack dress. The corset string was in shreads and it was not until I asked where I could get another one that it was offered they would replace it. The response from *** was that she would just take one off another dress. Also the zipper on the off the rack dress was ripped as stated in their response but I was told I could have that fixed with the other alterations I would have done on the dress, it was not offered to be fixed at no cost. The matter has nothing to do with not liking the dress at all as I have stated I love the dress. I don't feel good in something that is huge on me. My hips measured by eva's on 9/measured *** and according to the Mori lee website for a *** ** I would need to be hip to fit in my dress. When measured by the other dress store on 9/my hips were measuring a **. It makes sense that the dress it too large with the measurement received by the other store. I opted to purchase a different dress from another store because I feel that eva's is dishonest and I did not want to give them another cent of my hard earned money. A wedding is supposed be special and exciting and they have made this experience nothing but a disaster. My bridesmaid dresses came in with spots and were also measured in ridiculous sizes. My bridesmaid sizing as follows*** *** size is a * and she was told she measures a **. *** *** * and was told to get a **. *** a *** ** and she was told to get a **. I will proceed with working with Fox to investigate the business practices. I understand that papers are signed that states no refunds but there are shades of grey in matters. I work in a field where we make custom items for people, eyeglasses made according to a persons prescription, which it is stated there are no refunds, but there are always shades of grey. Our items cannot be resold either whereas a dress that is brand new could be resold along with all the other off the rack items. I want a refund for my dress as they are dishonest in their practices.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In regards to the customer’s response, the facts here clearly show
that there is no validity to this complaint.
As stated in our previous response, the customer was measured following the proper ordering and sizing
measurement protocol per the industry standard and designer size chart. The facts are that *** was initially
measured at a *** ** and even after re-measuring is still measuring at a *** ** based on her waist measurement specifically, which is what was recommended. After re-measuring, her bust is a size and
her hips measured between a *** ** and 18, both of which align closely to her
selected *** **. Based on her current
measurements and her *** ** selection, *** did a good job estimating the
amount of weight she was going to lose between the time of her order and the
time the dress came in. It is important
to understand that in order to remain as an authorized retailer for each
designer, we, unfortunately, are not allowed to deviate from the designer size
chart recommendation at the time of order, as we need to ensure that the dress
will fit to the largest measurement (of bust, waist and hips). We cannot guess or estimate for a customer what
a future size would be, either smaller or larger, as it would be impossible for
us to know and would be breaking ordering and sizing protocol. *** did review and sign off on the size and measurement sheet with *** at the time of purchase which outlines
that all sales are final due to orders being made-to-order to a customer’s
specific style, color and size. She also
reviewed and signed off on her own *** ** selection, which fits her well and
as it should now, as explained above. The customer agreement signed by *** also
states that alterations would likely be needed, as she measured across three
separate sizes in each body area and that alterations are a separate service
and chargeNot all customers need alterations and some choose to have them
performed outside of our store, so we separate the charges for the dress and
alterations.
Even though the
dress does fit well and as it should, it was made clear to us by the bride’s
comments and actions during visits to our store that she simply seemed to have second
thoughts due to not loving the dress as much as she had hopedShe also explained
to us that she decided to sell the dress since she had already purchased
another dress from a different store.
However, even though she did not like the dress as much as she hoped,
which is outside of our control and does not warrant a refund on a
made-to-order dress, we still did want her to love her wedding dress in the
end, and exhausted all options to make that happen. Since she expressed interest in potentially
buying her original dress selection off the rack, as previously explained, we
offered this already reduced discontinued dress to her for an additional 50%
off, plus the addition of a new zipper and corset tie for free. We also offered her an option to meet with a
seamstress to have a free consultation to get a price quote specific to how she
would like her dress to fit (which she preferred tighter, like the smaller
sample she almost originally purchased), which she has not taken advantage of thus
far, so she does not have accurate information regarding what pricing would be to
make her dress fit to her liking.
Knowing that she signed off on her own size and understood that
alterations may be needed and at an additional charge, coupled with the fact
that her measurements show that a *** ** fits better now anyway, the fact that
she is not even considering a free consultation reaffirms that she simply is
looking to recoup the cost of this dress since she does not like it as much anymore
and has already since purchased another dress.
And, we cannot be
responsible for a second dress purchase, as this is the customer’s decision to
purchase a second dress and a completely separate transaction unrelated to our
store.
Unfortunately, there
is not a sizing issue here with her dress (or her bridesmaid dresses), as the
facts show, and we are not able to refund a made-to-order dress due to the fact
of someone not liking it as much as they thought they would or because they
decided to purchase another dress.
Though our policy does state that all sales are final and that there are
no exchanges or refunds, we still went above and beyond to provide additional
service and options for *** so that she could end up happy with her gown
selection