House of Brides Couture- Orland Park

We are in receipt of the complaint but we need to confirm the first and last name of the purchaser to access the information on file at the Orland Park salon. We do not have information matching the name on the complaint. We ask Ms. [redacted] to confirm the name on the order.

Initial Business Response /* (1000, 5, 2014/08/27) */
Our designers delivery special order merchandise approximately 4-weeks before the event date. This is an estimate only and can change according to the designer's production schedule.
We confirmed the designer is experiencing a dleay...

in their production, which results ibn a delay in their dellivery.
The salon has an event date of September 27, 2014 on file.
Management has approved a refund on the customer's order for the amount paid. The refund will process within 24-hours.
We apologize for the customer's inconvenience.

We apologize for any inconvenience to the customer. House of Brides Couture is an authorized retailer of our featured designers. Our bridesmaid collections are available for special order meaning the designers make the dresses according to the specifications on the order. The dresses are not...

pre-made or available off the rack. Standard production is approximately 12 - 20 weeks and varies between designers. Designers deliver orders to retailers approximately 4-weeks prior to the event date. However, these time frames are tentative and subject to change depending on the designer's production. The designer for the order did experience a delay in their production causing a slight delay in delivery of the order. The order was delivered to the store on October 20th and the bride was notified.

Initial Business Response /* (1000, 8, 2014/07/22) */
Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
Contact Email:[redacted]
The customer stated her true wedding date was June 29, 2014 prior to her purchase. The salon manager gave the designer the...

wedding date as May 29, 2014 but indicated the true date of June 29th on the customer's file.
Designers typically ship orders approximately 4 - 6 weeks prior to the date. However, delays in their production schedule can cause a delay in the shipment of the order.
Our experitors work closely with our designers to ensure the quickest delivery. Upon notification of such a dleay, our expeditors notified the designer of the customer's true date of June 29th. The order was completed and shipped overnight from the designer on June 1st for delivery on June 2nd, within the approximate 4 - 6 weeks prior to the date of June 29th.
The customer was notified her order was received. Our policy states no refunds, returns or exchanges on orders that have arrived for the customer's event date. Again, the customer's true date was given to management and on file as June 29, 2014. We apologize for any inconvenience but will not issue a refund on the order.
Initial Consumer Rebuttal /* (3000, 10, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
House of Brides management was not notified of the event date of June 29th until after May 29th passed. My receipt clearly states wear date as May 29th. I needed the dress back for additional alterations, which would take 30 days. After contacting House of Brides several times, with no solutions, I came into the store. the previous manager, [redacted], GUARANTEED a refund. Knowing the store was at fault, [redacted] was apologetic, and even offered discounted alterations if I choose to keep the dress. Manger [redacted] was replaced by [redacted] and also GUARANTEED a refund by emailing customer service. [redacted] ensured me it should take two weeks. No response was received. I have ALL emails and receipts.
Final Business Response /* (4000, 12, 2014/08/01) */
We again apologize for any inconevenience. However, we deliveryed the gown within the normal time frame prior to the wedding date. We cannot issue a refund on the order.

Complaint: 11556574
I am rejecting this response because:I did not request a layaway plan.  I went to try on dresses and at the time I let the sales associate know that I need to come back to bring my mother who will assist me in paying for the gown.  The sales associate used pressure tactics and asked me what could I put down.  She informed me that if I didn't put something down that night that I would miss the opportunity to get the dress at the price she quoted.  Being relieved that she would give me the opportunity to put something down and make payments even though that was not their store policy.  Why is it that house of brides can bend the rules when they want your money and want to make a sale but now they can't bend the rules to satisfy a customer? I feel that they are more concerned with make a sale and keeping my money rather than making the situation right.  Also my receipt Says all SALES ARE FINAL.  But I did not purchase a dress from them.  The dress never left the store therefor it was not sold to me.  This dress has never been worn or altered so they can still sell it and won't be at a loss.  I will not accept any offer except a refund.  After the the pressure sales tactics,  rude behavior from the store manager and receiving no phone call or email from their customer relations department I do not want to entrust the most important garment I will ever where to House of Brides.  Also a 400 store credit will not give me satisfaction because I will end up having to spend more money that I do not have because no wedding gowns in their store cost 400.00. Please stop insulting me with a store credit.  I have also put on a claim with the consumer protection department of Illinois Attorney Lisa [redacted].  If I have to take it further I will.  I don't mind contacting several media outlets and also sharing my experience on social media.  You can't treat customers any kind of way you want.  I see that I am not the first complaint this store has had. 
Sincerely,
Michelle [redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: [redacted]. Store Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: orlandparkhouseofbrides.com
On 2/28/15 [redacted] came with (2) of her bridesmaids to purchase bridesmaid dresses, she came in with a swatch...

of satin teal. She picked out dresses in teal taffeta. Consultant expalined to her the difference between satin teal versus teal taffeta. We explained our protocol to her stating all bridesmaid needed to pay for dress's before we can order and normal delivery is 16 - 20 weeks. Last bridemaid paid on 3/28/15, dresses were ordered and received on 6/11/15. First bridesmaid came in to pick-up dress, she stated the color was wrong, at that time we spoke to the bride sent her pictures via cell phone explained how she did choose this color it was the material that was different. We as a company want to assure are customers are happy and satisfied. Asked [redacted] and her fiance [redacted] if they wanted a refund, they both responed no. With approval from management we ordered new dresses with no charge and added cost due to rush order. Explained to [redacted] these dresses will come close to her wedding date she stated this was fine.
We delivered the dresses to her on 8/3. Apologized for any mis-communication. House of Brides paid for new dresses with rush delivery charges had a seamstress available for same day delivery and gave all the BM half off alterations.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is untrue, I came into the store on February 28, 2015 with 4 bridesmaids and the mother of honor came in 40 mins after we did. [redacted] never offered a refund she stated that her store does not give refunds what she can do is replace the dresses. One of my bridesmaid had came up there and saw it was the wrong color. Once she found out it was the wrong she asked [redacted] if they could receive a refund she stated again no what she could do is replace the dresses. Then I asked the bridesmaid to see if she can find another dress and she did. Then and only then did she send me a pic of two dresses to choose from. [redacted] then got on the phone and stated that the dresses with come a week before the wedding or that Monday of I explained that that was unexceptable. [redacted] said that I will do my best. Then I receive a call on July 20th saying the dresses was there and come to find out they were not. One of my bridesmaids dropped out of the wedding. The mother of honor dress came back white of which it should have been silver. They refunded her money but did not refund the money for the bridesmaid that dropped out of the wedding for all the stress they put me through. This situation was ridiculous from beginning to end.
Final Business Response /* (1000, 18, 2015/09/08) */
We stand by our reply. We provided replacement dresses and discounts as compensation.
We are not responsible or cannot provide a refund for a bridesmaid who dropped-out of the wedding on her own accord.
We worked with the customer and they party received their dresses in advance of the wedding date with compensation.

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.

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.

Complaint: 11556574
I am rejecting this response because:
I did not request a layaway plan.  I went to try on dresses and at the time I let the sales associate know that I need to come back to bring my mother who will assist me in paying for the gown.  The sales associate used pressure tactics and asked me what could I put down.  She informed me that if I didn't put something down that night that I would miss the opportunity to get the dress at the price she quoted.  Being relieved that she would give me the opportunity to put something down and make payments even though that was not their store policy.  Why is it that house of brides can bend the rules when they want your money and want to make a sale but now they can't bend the rules to satisfy a customer? I feel that they are more concerned with make a sale and keeping my money rather than making the situation right.  Also my receipt Says all SALES ARE FINAL.  But I did not purchase a dress from them.  The dress never left the store therefor it was not sold to me.  This dress has never been worn or altered so they can still sell it and won't be at a loss.  I will not accept any offer except a refund.  After the the pressure sales tactics,  rude behavior from the store manager and receiving no phone call or email from their customer relations department I do not want to entrust the most important garment I will ever where to House of Brides.  Also a 400 store credit will not give me satisfaction because I will end up having to spend more money that I do not have because no wedding gowns in their store cost 400.00. Please stop insulting me with a store credit.  I have also put on a claim with the consumer protection department of Illinois Attorney Lisa [redacted].  If I have to take it further I will.  I don't mind contacting several media outlets and also sharing my experience on social media.  You can't treat customers any kind of way you want.  I see that I am not the first complaint this store has had. 
Sincerely,
Michelle [redacted]