House of Brides Couture - Glen Ellyn

Initial Business Response /* (4001, 16, 2015/03/05) */
The majority of our merchandise is special order. Designers provide authorized retailers like House of Brides with in-store samples for customers to try-on and order. Designers make the dresses according to the orders House of Brides...

places with them.
In addition to samples, designers provide a size chart showing the sizes and measurements the designer uses to cut their dresses. Size charts vary between designers and special order apparel varies between street clothes.
Our sales consultants measure a customer's bust, waist and hip then compares these measurements to the specific designer's size chart. The sales consultant reviews the measurements with the customer and suggests the size to order according to the designer's guidelines. The customer has the decision whether to order the suggested size or to select another size.
Special order dresses are not custom made and most customers will need some type of alteration for the best fit.
Orders arrive approximately 4 - 6 weeks before the wedding date. This time frame allows plenty of time for alterations.
Our expeditor works directly with our designers to monitor shipment of our orders. While most orders arrive within the estimated 4 - 6 weeks, designers can experience delays in their production, which in turn, can cause a delivery delay to House of Brides.
The designer did delay the shipment of the customer's, however we show the salon was in contact with customer about the status.
Upon receipt, the customer stated the dress was cut smaller than ordered. The manager made arrangements for the customer to return with the dress for the Alterations Department to remeasure the dress to check if the dress was cut differently from the designer's size chart. The manager stated the Alterations Department could make the necessary adjustment for the fit and compensated with a deduction in the alterations fee.

Initial Business Response /* (4001, 14, 2015/03/06) */
The majority of our merchandise is special order meaning authorized retailers like House of Brides submit customer orders to the designer. Designers manufacture orders overseas and most often in China. Production schedules vary between...

designers but typically designers deliver orders to House of Brides approximately 4-weeks before the event date. This time frame is tentative and dependent on the designer's production schedule.
Delays in a designer's production can lead to delays in delivery to House of Brides. However, our expeditor works directly with our designers to ensure the timeliest delivery of our customers' orders.

Initial Business Response /* (1001, 14, 2015/03/06) */
The majority of our merchandise is special order meaning authorized retailers like House of Brides submit customer orders to the designer. Designers manufacture orders overseas and most often in China. Production schedules vary between...

designers but typically designers deliver orders to House of Brides approximately 4-weeks before the event date. This time frame is tentative and dependent on the designer's production schedule.
Delays in a designer's production can lead to delays in delivery to House of Brides. However, our expeditor works directly with our designers to ensure the timeliest delivery of our customers' orders.

Initial Business Response /* (1000, 14, 2015/07/23) */
House of Brides is an authorized retailer of our designers. We order direct from our designers and receive only authentic designer merchandise.
Nearly all merchandise is produced in China. Depending on the shipping service, we receive...

orders from China between 1 - 7 days.
Orders are received at our Shipping Department where they are checked and kept until being sent to our salons. Orders typically arrive at the salon approximately 4-weeks before the event date. We suggest customers begin their alterations about this same time.
Initial Consumer Rebuttal /* (3000, 16, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dress was held in a Holding Center until Jan 20th when I began this complaint process. As of Dec 2014, I was calling asking for dress, which I was advised was still in China, when really it was in this Holding Center. Yet, the company told me as of Jan 2015 it was still had not shipped from vendor, which was obviously untrue. When I advised that I would not be doing alterations though the company, and stated that I was told it would take 6 weeks or so to complete the extensive alterations, the company still refused to get me the dress. A dress that is being held in a Holding Center. As I had already paid the down payment, it should not be up to the company to withhold my items without my permission, especially since I'd already asked for my items several times. This Holding Center was never mentioned. As of Jan 2015, I was told the dress was still not shipped from China, and we were already 3.5 weeks away from my wedding date. How can one get 6 weeks of extensive alterations done, in 3.5 weeks.
Not to mention, I was advised by the manager that the dress had not yet been shipped from China and she suggested cancelling the order altogether. Therefore, 3.5 weeks before the wedding, as I was dressless, I had to invest in another dress, rush alterations...only to get a phone call the next week saying somehow, magically, the dress is now ready IN STORE for pickup.
My wedding was 4 months ago, and my complaints began 7 months ago and the 1st response I've received from company is now? How is this acceptable. As I was not getting any response, I had no choice but to pick up the dress. I picked the dress up AFTER my wedding and paid off the amount owed as to not have to deal with this completely corrupt company anymore.
How is it ok for me to have to pay for a dress that was withheld from me after continuous requests to obtain it? How can they hold my merchandise without permission. If dress was in a holding center in the US, why not just tell me that and get it to me right away? How can the company keep my dress until 4 weeks before wedding, when alterations will take 6? How is it that I am told they will try to cancel because dress hasn't shipped from China as of 3.5 weeks before wedding, and how is it that after I tell the store i'll accept the cancel and go elsewhere that the dress magically appears at the store?
I am still requesting a full refund of the total purchase. As this issue is 100% the fault of the company, their associates, and their lack of professionalism.