House of Brides Couture- Orland Park

Initial Business Response /* (1000, 5, 2014/07/22) */
Contact Name and Title:***
Contact Phone:***
Contact Email: ***
The customer purchased and placed the order on April 19, but decided not to place rush delivery on the order
Standard delivery from our designers is approximately - weeksRush delivery is suggested for time frames that fall under the week deliveryAgain, the customer chose not to order with the rush delivery
The order was received on July 14th at our Glen Ellyn salonThe manager called the customer on July 15th to confirm the order arrived and would be delivered to the Orland Park salon the next dayThe customer pickthe order on July 16th
We have a no refunds, returns or exchanges policy and the customer has the dress in her possessionWe will not issue a refund

Initial Business Response /* (1000, 5, 2014/08/27) */
We need the bride's first and last name and the bridesmaid's first and last name given on the order to identify the order and provide information regarding this complaintWe cannot idnetify with the information as provided
Initial Consumer Rebuttal /* (3000, 7, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Requested information: Bride's Name: ***Bridesmaid's name:*** (new last name ***)Order fulfillment within weeks has well expired and a complete refund is required
Final Business Response /* (4000, 9, 2014/09/05) */
Bridesmaid dresses are special ordered meaning authorized retailers like House of Brides, submits customer orders to the designerThe designer schedules the orders into their production and each dress is made according to the specifications on the order
Designers' production is estimated at - weeksThis time frame is tentative and varies between designersHowever, designers ship orders to their retailers approximately weeks before the event dateAgain, this time frame is tentative and can change according to the designer's production
The bridesmaid order was received on August 28th and the bride was notified to arrange for alteration or piappointments for the party
The customer's bridesmaid dress was received and in advance of the event dateTherefore, we will not offer a refund on the order

Initial Business Response /* (1000, 8, 2014/08/27) */
The customer ordered a bridal gown on February 20, from the salon and provided a wedding date of July 25, Normally, special order merchandise takes - weeks for production and designers ship orders approximately 4-weeks
before the event dateAt times, a designer may experience delays in the productions, which results in a slight delay to authorized retailers like House of Brides
The salon received the order on July, 1, and contacted the customer
The gown had not been altered and was delivered directly from the designer
We are not authorizing a refund on the order or offering any other compensationAgain, the gown was new, had never been altered and was delivered direct from the designer
Initial Consumer Rebuttal /* (3000, 10, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the stated above information from the company is falseI gave a wedding date of July 5, 2014, not The business NEVER returned my phone callsI had to call them almost every day for 3-weeks in order to speak with someone that might have known a small amount of informationThey made a mistake by ordering my sister's wedding dress instead, delaying time for me to get my dressI got my dress shortly before the wedding and had to pay an outside company MORE MONEY to rush alterations BECAUSE OF THEIR DELAY in communication and productionThe seamstress I went to (who has been in the business for years) pointed out that the dress had already been altered as evidenced by the different kinds of stitching in one contingent areaThis is something that does not happen with a brand new produced gownWe also took pictures of this with the date and time stamped to prove our caseI am not satisfied paying FULL price for a used gown! I work hard for my money and they should have worked harder to please me, a consumerThe business lacks a sense of urgency and empathy when it comes to providing optimal services to consumersThey lack communication and people skills as well
Final Consumer Response /* (4200, 14, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still had to pay an outside seamstress extra to rush alterations because of the delay in production of this used dressI did not do alterations at house of brides because I do not trust their servicesI am unsatisfied with these responsesI should not have to pay full priceThis business is terrible
Final Business Response /* (4000, 12, 2014/08/28) */
We apologize for any inconvenience to the customerHowever, the salon received the gown directly from the designerThe gown is new and had not be altered
Orders are inspected at the designer throughout production and just before shipment to authorized retailersUpon receipt, the salon checks the order
We will not provide a refund or compensation as the gown was delivered as ordered

Complaint: ***
I am rejecting this response because: Joanne did not actually do anything she said in her response except for finally reimburse us. However, I would like to that the Revdex.com for getting involved so I was able to get my money back.Sincerely,
Allison ***

Initial Business Response /* (1000, 5, 2014/05/13) */
On August 25, the Bridesmaid *** *** called in her meausrements over the phonewe normally measure the customers ourselves to ensure proper measurementsShe lived out of state so she called in order and according to her
measurements that she supplied for us she measured into a size per the vendors sheetsWe then called and got payment over the phone and the consultant went over the order with herThey had told us the Wedding Date was 3-and the real date is 6-so the dresses arrived on 2-17-The bride and the bridesmaid both called me and explained the dress was too bigI explained thats was correct size for the measurments she called withI told her that If she was in town that we would definitely take a look at the dress to see how we can help but stated she lived out of townAlterations are an extra fee and she didnt pay for those servicesI received a phone call from bride stating how unsatified she was with this situation and I appolgizedShe did call back on 5-after a conversation with the seamstress and was again very unhappyI stated she could come in on Sunday May and I would be here with her to have seamstress look at dress while she was in townShe stated she didnt trust us to even do anything on dressI left the conversation by stating if you change your mind to call me direct and I would be glad to help
Initial Consumer Rebuttal /* (3000, 7, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did say the wedding was on march they had no idea that it was actually in JuneWhen I did speak to the manager she said that for a fee we could come in for the alterationsI am not willing to pay due to the fact that this was their mistakeThey never sent a written contract to *** because she did indeed say that she would like to order a size
Final Consumer Response /* (4200, 11, 2014/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You should have provided a written contract so that issues like this come upI'm sure I'm not the only person who's had this issue and it is a scam by the businessIt is also a scam that we need to pay for the company's mistake
Final Business Response /* (4000, 13, 2014/06/03) */
I have spoke to the bride on several ocassions about this situationBM *** *** had measured herself and called in measurementsNormally we measure so we can ensure proper measurements*** does live out of state so I understand problemThe Bride called and stated the dress was huge on her and she needed us to fix the situationI pulled measurements that she gave us and according to the manufacturer measuring charts that is the size she fell into as we have to take the Biggest MeasurementI told the bride if the BM lived close I would help her to figure this out, she stated she didntShe called again and stated she had a problem with the seamstress and I apologized for thatI told her I would be in on Sunday if she would like to come and I would be here with the seamstressShe stated she was very unhappy with us and didnt trust us to do anything

Initial Business Response /* (1000, 5, 2014/06/03) */
We ask the *** *** identify which salon location she purchased or if she purchase under a different nameOur Oak Lawn salon does not have the customer on file
Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
Apologies, this is Orland Park salon
Final Business Response /* (4000, 17, 2014/06/26) */
We apologize for any inconvenience, however, management cannot approve a refund to the customer
Final Consumer Response /* (4200, 19, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableI did not get what I paid for and had to pay additional money to have my dress fixed after house of brides ruined mineSomething needs to be done immediately

Business Response /* (1001, 14, 2014/07/23) */
The customer placed the necessary deposit and had her measurement taken to determine the size to orderThe order was placed with the designer and as per our stated policy, we do not offer refunds, returns or exchanges on special orders
Consumer Response /* (3001, 17, 2014/07/24) */
I was never measured for my dress, and I told the manager this when she assisted me in putting the dress on that could not zip in the backI was suppose to get the seams let out by the seamstress but could never get an appointment because I would call and no one would seem to know what happened with my dressI've even filed complaints with this companies management because of this issue
Business Response /* (4000, 20, 2014/07/30) */
As per our stated policy, we cannot offer any refunds, returns or exchanges on special order merchandise

We apologize for any inconvenience to the customer. The party selected a style and color from our salon and purchased their dresses. We submit orders to our designers within 1-business day of the order being complete. Upon our submission, the designer contacted our salon with notification the color...

was not available for the specific style. Management contacted the bride to advise her options to reselect or request a refund. The party opted for the refund.
We advised the bride we receive approval for all refunds and process the refunds the next Tuesday or Thursday. The refund was approved 12/4 and all refunds were processed on Tuesday 12/8. Refunds appear on statements within 48-hours as per our credit card services.
We confirm all members of the party have been refunded in full and we again apologize for any inconvenience.

Initial Business Response /* (1000, 5, 2014/11/14) */
We apologize for any inconveinece, however the order arrived at the salon. We state orders arrive approximately 4 - 6 weeks before the event date. We also have signage posted throughout the store stating this time fame. The order arrived...

at the salon and within the time frame. Therefore, we cannot issue the refund.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not recall seeing any signage in the store. It is not stated anywhere on the receipt. My complaint is also how I was treated as a customer. The numerous times I called and was told someone would return my phone calls. They could have told me that on the phone but my phone calls were never returned.

We apologize to the customer for any inconvenience. We have reviewed the complaint and customer's file and show the store has communicated with the customer in a consistent manner. The customer's bridal and bridesmaid dresses are special order meaning we, as authorized retailers, submit the orders...

to our designers. The designers then place the orders into their production schedule. Production for special order bridal and bridesmaid dresses typically runs 12 - 20 weeks depending on the designer and their production schedule. Their time frame is tentative and subject to change at their discretion. It may occur a designer has a delay in their production, which can affect the shipment of an order to a retailer. We have on-staff expeditors who work with our designer to ensure the timeliest delivery of customer's orders. We show the designer of the bridesmaid dresses shipped the customer's order. The order is due to arrive Friday, August 18th. We also show the designer of the bridal gown shipped the order and is en route to the store. The order is due to arrive the beginning of next week. A representative from the store will contact the customer upon receipt of both orders.

We apologize for any inconvenience to the customer, however, the designer she chose could not deliver the dresses in accordance to the customer's wedding date. Our designers work on a production schedule specific to their styles and at times, their schedule may not accommodate a customer...

date.We tried to work with the party in the selection of an alternate dress and designer that was available for her date. She chose a refund instead. 
We confirm we issued a refund in the total amount for the 3-bridesmaids on April 23, 2016.

Initial Business Response /* (1000, 5, 2014/09/19) */
The customer purchased a bridesmaid order on 5/12/2014. Prior to the purchase, the sales consultant advised the customer that the particular designer would take approximately 4-months to produce and ship the order.
The order shipped...

on 9/12/2014. Management contacted the customer and provided the tracking number for the order's delivery from the designer to House of Brides.
Upon receipt, the salon will contact the customer regarding pick-up and alteration appointments.

Initial Business Response /* (1000, 8, 2014/08/28) */
Management approved the Alterations Department to release/ let-out the dress at no charge to the customer.

I was in a wedding party and we went here a year before the wedding. We bought and ordered the dress the bride wanted. The sales rep told us we should receive it within 6-8 months. That was a lie. We did not receive the dress until 2 weeks before the wedding. Not only that we ordered the bridesmaids dresses about 3 months before the wedding. We received these dresses 4 days before the wedding date.
Before we received the dresses we were calling around and showing up to the business to figure out where they were. The one thing about this business is that they always seem to be busy and that no one who works there can help other than the manager. And when we show up the reason our dresses were not there was always something dealing with the designer and shipping. I have personally seen all the bad yelp reviews, after the fact. And when I was in there I could tell someone else called about the same problem as us.
Someone really needs to check out how they run their business, because this store puts way to much stress on a bride and her party.

Complaint: [redacted]
I am rejecting this response because:
      Joanne did not actually do anything she said in her response except for finally reimburse us. 
However, I would like to that the Revdex.com for getting involved so I was able to get my money back.
Sincerely,
Allison [redacted]

Initial Business Response /* (1000, 5, 2014/09/11) */
The designer experienced delays in their production and provided several ship dates that were pushed back. Management was in contact with the customer and provided the updates as we received. The manager contacted the customer on...

September 5, 2014 and offered the customer an in-stock veil or a refund for the veil order.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never contacted by the House of Brides on September 5th about the veil. I was never offered a replacement veil or a refund, nor have I ever spoke with a manager in the month of September. I will contact the store as I would like a full refund for the product in which I never received. Also, I never received any updates from the House of Brides regarding the status of the veil. I was only told they would "check into it". I never received any information after that. Again, I don't want a replacement veil from their stock. I would just like a refund for the product.
Final Business Response /* (4000, 9, 2014/09/18) */
House of Brides refunded the customer on September 13th.

Initial Business Response /* (1000, 5, 2014/09/19) */
The customer ordered a bridal gown on 2/23/2014 with a wedding date of 4/10/2015. House of Brides policy states orders arrive approximately 4-weeks before the wedding date.
Management contacted the designer and had the customer's order...

ship early. The order arrived on 9/12/2014 and the customer was called immediately upon its receipt. The customer paid the balance and picked-up her gown on 9/13/2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business was rude and offered no help the day I picked up my dress. I was shown a fitting room and my mother and sister and mother had to help. Not one associate came help or even see if I needed anything. As I left with my dress I was not even addressed and my mother was looking at dresses for herself and no one asked if she wanted to try anything on or for help. I am truly disappointed with the service and I will not be ordering my bridesmaid or mothers dresses from this place.
Final Business Response /* (4000, 9, 2014/09/29) */
The customer purchased a special order bridal gown on February 23, 2014 and provided a wedding date of April 10, 2015.
Special order bridal gowns can take 16 - 20 weeks for production depending on the designer and their production schedule. However, designers deliver orders to authorized retailers like House of Brides approximately 4 weeks before the event date.
The order arrived in September 12, 2014, well before the typical 4 week delivery. The customer was notified and has picked-up the gown.

We apologize for any inconvenience to the customer, however, the designer she chose could not deliver the dresses in accordance to the customer's wedding date. Our designers work on a production schedule specific to their styles and at times, their schedule may not accommodate a customer date.We...

tried to work with the party in the selection of an alternate dress and designer that was available for her date. She chose a refund instead. We confirm we issued a refund in the total amount for the 3-bridesmaids on April 23, 2016.

Initial Business Response /* (1000, 5, 2014/08/29) */
The majority of our merchandise is special order meaning we submit customer orders to our designers. The designers place the order in their production schedule. Most designers produce orders within 12 - 20 weeks and ship to retailers,...

like House of Brides approximately 4-weeks before the event date. However, these time frames are tentative and subject to change. We have signage in-store referrring to this information.
The gown was received direct from the designer and was new and unworn. Management addresses the customer's concern and confirmed the salon has the invoice from the designer showing the gown was new.
Management spoke to the customer's mother and addressed all issues with the bridal gown. Management approved and processed a refund on the alterations of $350.00. Management also replaced the corset tie from the designer at no expense to the customer and had the Alterations Department tighten the beading. The manager reminded the customer give is allowed in the beading thread to allow for movement. If beading is made too tightly, it will break off.
Compensation was provided and th gown was received as ordered. We cannot offer further compensation.

We...

determined the purchase was made under the name Michelle [redacted] and not as the given name in the complaint as Michelle [redacted]. We apologize for the delay but we needed to confirm the name on the order to respond correctly.  
Ms. [redacted] purchased a bridal gown from House of Brides Couture in Orland Park. At the time of the purchase, Ms. [redacted] asked for layaway payments. House of Brides Couture does not offer such payments but as an act of goodwill, management allowed Ms. [redacted] to make regular payments on the order total.
 
House of Brides Couture has an all sales final policy, which includes no refunds, returns, exchanges or cancellations of purchases. The policy is posted on in-store signage. Our staff also reviews the policy with each customer prior to purchase. We confirmed with Ms. [redacted]'s sales consultant and with management that Ms. [redacted] was informed of the policy and agreed to it at the time of purchase. 
 
Ms. [redacted] contacted the Orland Park Salon Manager, JoAnn requesting a refund. JoAnn reviewed House of Brides Couture's policy with Ms. [redacted] but stated she would check with the Regional Sales Manager, Michelle if any compensation could be offered. Michelle advised JoAnn and JoAnn, in turn informed Ms. [redacted] that House of Brides Couture could not refund the order but would allow her to use the monies paid as in-store credit applicable on any merchandise within the salon.
 
We apologize for any inconvenience to Ms. [redacted], however our policy is clearly stated. We will honor the store credit as compensation.