House of Brides Couture - Schaumburg

Complaint: [redacted]
I am rejecting this response because: my complaint is lack of communication.  This was never explained to me as you never got a hold of me. Not once did you call to explain this. The dresses arrived less then 2 weeks before the wedding. Do you know how stressful it was to find someone to alter this dress in that short of time?  You had my money and then pretty much didn’t communicate again. Sad way to do business for what is a happy occasion. You ignored every one of my phone calls. Horrible business practice. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is clear from the response provided that House of Brides is basing their opinion on what Ms. [redacted] said happened and the notes she has taken. To rely solely upon the person or persons the complaint was filed against will create nothing more than a she said vs. she said with no conclusive ending. I was told what I was told about the delivery times. I was told what I was told about the inability to expedite the shipping. Who would lie about something lie that only to go threw the hassle of canceling an order and placing the exact same order, for the exact same price, later that week with another store? That is insane. However, when I did go to another authorized retailer later in the week, I placed the exact same order with the same designer, dresses, and sizes and I was given a deliver time of the first week of April. I received an email from the designer yesterday with a more exact delivery date of April, 5th, 2017. My Maid of Honor also ordered her dress from the same company with an authorized retailer in August, she was not able to place her order with the other girls. She had my same wedding date of 6/26/2017 listed on her order and she receded her dress in November. None of use have to wait until 4 weeks before. My bank and I both request a copy of the contract and did not receive one. Again, a detail that I believe will have no conclusive finding. No one other than House of Brides has seen anything stating the terms of this so called contract. It is true however that upon receiving this complaint Ms. [redacted] did call and ask for the card numbers to refund 75% of our purchase. I actually answered the call when it first came through, Im not sure why anyone would feel the need to be dishonest about having to leave a message and waiting for a response. I gave her the card numbers but also stated that we would be following up in regards to the additional 25% which is equal to $100 of the money. There is absolutely no reason why House of Brides should be allowed to keep $100 of our money when not only have they done absolutely no work on our behalf but they have effectively made the situation increasingly worse. We have yet to receive to 75% refund and have been ignored when asking about the additional 25%.
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. Bridesmaid dresses are available for special order meaning authorized retailers, like House of Brides Couture submits customer orders to the designer. The designer then produces the order according to the size(s), color(s) and other specifications...

of the order. The dresses are made for the order only and are not available off the rack. Designers provide House of Brides Couture with sample dresses for customer to view and try-on in-store and a size chart showing the sizes and measurements per size the designer uses in making their dresses. Size charts vary between designers and sizes differ from normal street clothes. To determine the size to order, our expert sales consultants measure a customer then compares the measurements to the specific designer's chart. The consultant reviews the chart with the customer and shows the sizes the designer suggests is ordered. While our consultants advise on the size, it is the customer's decision on the final size.The sales consultant who assisted the party, [redacted] spoke to the customer on August 2nd. The customer stated the dress is 4 inches too small and requested another dress be ordered. As per House of Brides Couture's policy. [redacted] stated the bridesmaid will need to revisit the salon so she can see the dress on her and remeasure the bridesmaid and measure the dress. We do so to ensure the customer did not experience any weight fluctuation since the initial measurement and to ensure the designer cut the dress according to their size chart's measurement. If the bridesmaid's measurements did change, House of Brides Couture offers a professional Alterations Department available to address fitting needs. If the designer cut the dress incorrectly, House of Brides Couture can contact them for resolution. House of Brides Couture has communicated with the party and has offered assistance but we need to meet with the bridesmaid and see the dress to proceed. The bridesmaid may contact salon management or [redacted].

We apologize for any inconvenience to the customer. Our store received the bridesmaid dresses from the designer on September 18th and our records show all dresses were picked-up by the customer...

that same day. House of Brides Couture is an authorized retailer of our featured designers. Our bridesmaid dress collections are available for special order meaning our designers provide our stores with samples for customer to try-on. We submit customer orders to our designers who then place the orders into their production schedule. Bridesmaid dresses are not pre made or available off the rack. Instead, the designer makes the dresses according to the specifications of the order. Standard production time is approximately 12 - 20 weeks and varies between designers. Most often, orders arrive approximately 4-weeks prior to an event date. However, these time frames are tentative and subject to change according to the designer's production schedule. Bridesmaid dress orders are placed with the designer after the last bridesmaid is measured, selects the size to order and pays for the dress. Doing so ensures the dresses are cut from the same dye lot to avoid any color variations between dresses. The date the order is completed and placed can affect the designer's production schedule and therefore, delivery. The designer for the order experienced a delay in their production and thus, delivery was affected. As stated, the bridesmaid dresses arrive on September 18th and before the customer's event date.

As stated, Ms. [redacted], salon manager spoke to the bride after her party's purchase and advised there was no issue with delivery of her order. Our orders arrive from the designer approximately 4-weeks prior to the wedding date for storage purposes. Our salons do not have long-term storage available and most customers do not want to take their dresses out of the salon in advance of alterations as not to risk any damage that may occur. We are not responsible for a dress' condition once it is removed from our salons. Therefore, most customers do not pick-up their dresses until just before or after alterations. Our receipt states our All Sales Final Policy and each of the bridesmaids received a receipt for their purchase. Despite the manager's explanation and assurance of delivery and despite our policy, Ms. [redacted] requested a refund. Ms. [redacted], as an act of goodwill, offered a 75% refund on each purchased dress. We apologize for any inconvenience but our policy states All Sales Final. Also, please be advised our Customer Relations Department interviews all involved employee and reviews all paperwork to make our determination.