House of Brides Couture- Aurora

We stand by our responseWe issued the refund to the customer as resolution

Initial Business Response / [redacted] (1000, 5, 2014/07/31) */ Contact Name and Title:***/STORE MANAGER ON WEDNESDAY JULY 30TH [redacted] WAS GIVEN A UPS TRACKING NUMBER THAT GAVE THE ARRIVAL DATE ON MONDAY 8/4/[redacted] HAS A WEDDING DATE DATE OF 8/22/IF HER BM'S DECIDE TO DO ALTERATIONS AT OUR STORE WE CAN ACCOMADATE THEHOWEVER THEY WILL BE CHARGED THE $ [redacted] 'S FUTURE MOTHER-IN-LAW WAS VERBALLY ABUSIVE TO ME AND STATED THAT "I WAS A PIECE [redacted] ***THERE IS NO REFUNDING OR COMPENSATION BEING OFFERED

Initial Business Response / [redacted] (1001, 18, 2015/01/05) */ The gown arrived prior to the customer's wedding dateThe manager refunded the customer for the custom work she requested at the point of purchase Due to the special nature of our merchandise, House of Brides has an "All Sales are Final" policy which is posted in-store and on the customer's receipt The customer pickher gown Initial Consumer Rebuttal / [redacted] (3000, 21, 2015/01/05) */ They are the worst unprofessional company I have ever dealt withI did not get a refund they made me take the dress even though it wasn't ready in time for my wedding, they also said I was trash because I resorted to the police and with your company she also called me a liar claiming I never got married which I have a marriage lisence to prove soThe manager or lack thereof was named [redacted] Final Business Response / [redacted] (4000, 23, 2015/01/07) */ We again state the gown arrived prior to the customer's wedding date and the manager refunded the customer for the custom workThe customer paid the balance and pickher gown from the salon House of Brides has signage and verbage posted in-store and on customer receipts about our "All Sales are Final" policy

We apologize for any inconvenience to the customerThe bridesmaid dress was ordered February 28thBridesmaid dresses are available for special order meaning we submit customer orders to the designer who then puts the order into their production scheduleDresses are made according to the specific order and not available off the rackProduction time frames vary between designers but typically the standard is - weeksThese time frames are tentative and subject to changeThe estimated completion of the order at the point of purchase was for late JuneThis did not include the delivery and again, the time frame is tentativeThe designer completed the order the beginning of July and shipped as readyThe bridesmaid dress arrived at the store this week and within the designer's standard production and delivery scheduleThe store received the incorrect wedding dressThe customer visited the store on July 2ndThe manager, [redacted] was not in the store at the time and unavailable until after the July 4th holidayUpon her return to the store on July 5th, she contacted the customer and advised she could have the designer deliver the correct gown before her wedding dateWe are not refunding the bridesmaid as it was deliveredWe are also not refunding the bridal gown because the manager offered resolution and also because the manager confirmed the customer filed a chargeback with her credit card company on July 13th

Initial Business Response /* (1000, 5, 2014/08/26) */
Contact Name and Title: ***MANAGER
Contact Phone: ***
WE HAVE REVIEWED OUR RECORDS AND FOUND THAT *** BRIDESMAIDS IN QUESTION WERE AWARE OF WHAT SIZES THEY NEEDED ACCORDING TO THE VENDORS SIZE CHART AND CHOOSE
SMALLER SIZES THAN RECOMMENDEDWE HAVE ALREADY RELEASED ONE OF THE DRESSESANY OTHER ALTERATIONS FROM THIS PARTY WILL BE CHARGED FOR ALTERATIONSTHERE WAS NO MIS-MEASURING ON OUR PART

Complaint: ***
I am rejecting this response because: The company lied to youThey made zero effort to contact me to explain the situation and offer the resolutionWe had to contact them three times before obtaining approval for refundThe fact that they lied to you worries me on their type of businessI would seek adjusting the rating and watch for them to do this to othersHowever, our refund has been processed after we attempted the resolution and no attempt on their part was made
Sincerely,
*** ***

We stand by our statements and again, the customer filed for a charge back with her credit card companyTherefore, we cannot issue a refund

We again apologize for any inconvenienceWe previously responded to this complaint by asking Ms*** to verify the phone number at which she was contactedIn the meantime, we use the phone number provided on the complaint and had it removed from both our call and text services as of May
22nd

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. If I continue to recieve any further advertisements, I will reopen a case
Sincerely,
Amy ***

We apologize for any inconvenience to the customer. The designer delivered the customer's dress, however the designer sent an incorrect style. Management immediately contacted the designer. The designer informed management they could not re-cut the dress in time for the customer's event date. The...

manager contacted the customer and advised. The manager offered the customer to reselect another style or to receive a refund. The customer is aware of the issue and has the choice for reselection or a refund. Management is waiting for her reply.

Complaint: [redacted]
I am rejecting this response because:If we do get our credit back from the credit card company, I would not expect a refund from the House of Brides.I am currently waiting for their decision.If we do not get a credit, I will continue to pursue a refund from House of brides.
Sincerely,
[redacted]

We stand by our response. We issued the refund to the customer as resolution.

We apologize for any inconvenience to the customer. The bridesmaid dress was ordered February 28th. Bridesmaid dresses are available for special order meaning we submit customer orders to the designer who then puts the order into their production schedule. Dresses are made according to the specific order and not available off the rack. Production time frames vary between designers but typically the standard is 12 - 16 weeks. These time frames are tentative and subject to change. The estimated completion of the order at the point of purchase was for late June. This did not include the delivery and again, the time frame is tentative. The designer completed the order the beginning of July and shipped as ready. The bridesmaid dress arrived at the store this week and within the designer's standard production and delivery schedule. The store received the incorrect wedding dress. The customer visited the store on July 2nd. The manager, [redacted] was not in the store at the time and unavailable until after the July 4th holiday. Upon her return to the store on July 5th, she contacted the customer and advised she could have the designer deliver the correct gown before her wedding date. We are not refunding the bridesmaid as it was delivered. We are also not refunding the bridal gown because the manager offered resolution and also because the manager confirmed the customer filed a chargeback with her credit card company on July 13th.

We apologize for any inconvenience to the customer. The bridesmaid dress was ordered February 28th. Bridesmaid dresses are available for special order meaning we submit customer orders to the designer who then puts the order into their production schedule. Dresses are made according to the specific...

order and not available off the rack. Production time frames vary between designers but typically the standard is 12 - 16 weeks. These time frames are tentative and subject to change. The estimated completion of the order at the point of purchase was for late June. This did not include the delivery and again, the time frame is tentative. The designer completed the order the beginning of July and shipped as ready. The bridesmaid dress arrived at the store this week and within the designer's standard production and delivery schedule. The store received the incorrect wedding dress. The customer visited the store on July 2nd. The manager, [redacted] was not in the store at the time and unavailable until after the July 4th holiday. Upon her return to the store on July 5th, she contacted the customer and advised she could have the designer deliver the correct gown before her wedding date. We are not refunding the bridesmaid as it was delivered. We are also not refunding the bridal gown because the manager offered resolution and also because the manager confirmed the customer filed a chargeback with her credit card company on July 13th.

Initial Business Response /* (1000, 5, 2014/07/31) */
Contact Name and Title:[redacted]/STORE MANAGER
ON WEDNESDAY JULY 30TH [redacted] WAS GIVEN A UPS TRACKING NUMBER THAT GAVE THE ARRIVAL DATE ON MONDAY 8/4/14.[redacted] HAS A WEDDING DATE DATE OF 8/22/14. IF HER BM'S DECIDE TO DO ALTERATIONS AT...

OUR STORE WE CAN ACCOMADATE THE. HOWEVER THEY WILL BE CHARGED THE $95.00. [redacted]'S FUTURE MOTHER-IN-LAW WAS VERBALLY ABUSIVE TO ME AND STATED THAT "I WAS A PIECE[redacted]... THERE IS NO REFUNDING OR COMPENSATION BEING OFFERED.

Initial Business Response /* (1001, 18, 2015/01/05) */
The gown arrived prior to the customer's wedding date. The manager refunded the customer for the custom work she requested at the point of purchase.
Due to the special nature of our merchandise, House of Brides has an "All Sales are...

Final" policy which is posted in-store and on the customer's receipt.
The customer picked-up her gown.
Initial Consumer Rebuttal /* (3000, 21, 2015/01/05) */
They are the worst unprofessional company I have ever dealt with. I did not get a refund they made me take the dress even though it wasn't ready in time for my wedding, they also said I was trash because I resorted to the police and with your company she also called me a liar claiming I never got married which I have a marriage lisence to prove so. The manager or lack thereof was named [redacted]
Final Business Response /* (4000, 23, 2015/01/07) */
We again state the gown arrived prior to the customer's wedding date and the manager refunded the customer for the custom work. The customer paid the balance and picked-up her gown from the salon.
House of Brides has signage and verbage posted in-store and on customer receipts about our "All Sales are Final" policy.