House of Brides World's Largest "On-line" Wedding Store, Inc.

Initial Business Response /* (1000, 5, 2015/09/08) */
We apologize for any inconvenienceThe customer was refunded the full amount on 9/4/
The customer purchased a special order dress from a featured designer and selected rush deliveryHouse of Brides places customer orders directly with
our designersDresses are made according to the customer order and the styles, size and color orderedDresses are not kept in-stock at the designer
Orders are made and delivered according to the designer's production scheduleTypically, standard production is - weeksIf the customer is ordering in a time frame less than the standard time frame, the option for a rush order may be availableTypically, rush production is - weeks
If a customer's event is less than the designer's rush production, the designer will advise House of Brides they cannot produce the order in timeWe, in turn, contact the customer to either re-select or approve a refund
Please be advised that the turnaround time does require several business days for House of Brides to receive the order, place the order with the designer, the designer checking their schedule, the designer contacting House of Brides and we contacting the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told there was a refund issued but have no proof as of right nowI do realize it may take a few business days to reflect on my account but I should have received a receipt of some sort
Ultimately, this whole issue was unethical and the solution was not appropriateThe refund should have been issued within business days as I was told and stated by the company's policyAlso, communication needs to be improved as I had been told the same thing over and over without any action takenI had a custom made dress by the same designer through another companyThis dress was delivered over a week before I received my refund from House of BridesThere is no excuse for a refund to take that longIf there is, change your policy and abide by it
Final Business Response /* (4000, 9, 2015/09/11) */
We confirmed the refund was processed with managementWe suggest the customer contact her credit card company to check when the refund is posted
Refunds are processed within 30-business days of approvalPlease take in account the time between correspondences as we offer customers a choice of re-selection or refundWe cannot proceed with a refund until the customer and management approves
Designers production schedules and delivery changes weeklyIt is also dependent on the style and its availabilityWe again apologize for any inconvenience and confirm the refund has been issued

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe refund has been issued.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/11/11) */
Contact Name and Title: Joan
Contact Phone:***
Contact Email: [email protected]
A refund has been issued today, it may take a day or two to appear on the accountHouse of Brides apologizes for any
inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2014/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 11/13/2014, 57-days after my initial request for a refund, House of Brides finally complied stating they apologize for any inconvenienceHouse of Brides should be ashamed of themselvesA quick online search of this company reveals numerous accounts of failure to deliver goods as promised and failure to then return their consumer's hard-earned moneyIn my opinion, that is the same as theftI wish I would have read the reviews prior to my purchase
I am shocked that the Revdex.com gives House of Brides an A+ when they have received nearly complaintsWhile they may have resolved the majority of problems presented to them through the Revdex.com, as a consumer, I feel I should not have to go to this extent to get my money returned to meBy law, a company must deliver goods promised, and when they are unable to deliver, they must return the consumer's moneyIt is sad that so many people have had to turn to the Revdex.com to make House of Brides simply comply with the lawTo not comply with the law and keep consumer's money when goods are not delivered is dishonest and illegalRevdex.com: House of Brides should not, under any circumstances, be receiving an A+ rating!!

Initial Business Response /* (1000, 5, 2015/04/24) */
Contact Name and Title: Joan
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@houseofbrides.com
The request for a refund has been forwarder and asked that it be done as soon as possibleCustomer will receive e-mail once refund has been
issued

Initial Business Response /* (1000, 8, 2014/07/22) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***houseofbrides.com
The manufacturer will not correct order unless they have the original gowns in their hands, House of Brides has asked customer to please
return gowns so problem will be corrected, until we receive them there is nothing that can be done
Initial Consumer Rebuttal /* (3000, 10, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response only because I ordered these dresses in February and only got them the end of JuneI only had a month until my wedding date which is not an acceptable time to return the dresses the company messed up, and wait for them to send me out new ones, plus every single one of my girls have to have alternations done to the dressesThe company even sent out the wrong size dress for one of my girlsI've read too many horror story reviews about brides and bridesmaid not having their dresses on time for the wedding and because the company does not seem to care at all about their customers or customers I'd rather have the wrong dress than no dress at allI've had personal cards and wine glasses made for all of my girls that matched the original (correct) dress but now everything is so messed up
Final Business Response /* (4000, 12, 2014/07/30) */
The manufacturer and also House of Brides does need to have the gowns in order to correct the problemHouse of Brides has asked that the gowns be returned but customer does not want to send them backIf we do not have them, House of Brides cannot correct the order

Complaint:
I am rejecting this response because: I have been told for weeks this would be refundedI will accept response when I see my refund in my account.
Sincerely,
Josehine ***

Initial Business Response /* (1000, 5, 2014/06/11) */
Contact Name and Title: Joan
Contact Phone: ***
Contact Email: [email protected]
Impression Bridal ran a little late in shipping but they have assured House of Brides that the order will ship by tomorrow the latestAs
our site does state the ship date given by the manufacturer is tentative and they can change the date at any time without notifying the retailerThe order has been put on priority in our shipping department and will ship as soon as the arrive at our location
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the reply - thank you for your timeI will accept the 'resolution' when I have a confirmed shipping/tracking numberUntil the dresses are shipped I have no proof that H of B will stand behind their word - my expereince with the company to date has been extremely disappointingI look forward to receiving the tracking info asap and appreciate the effort put into making this a priority
Final Business Response /* (4000, 9, 2014/06/17) */
The order has arrived at House of Brides receiving location and will be shipping to the customer today, once it leaves our location a tracking number will be sent to the customer

Initial Business Response /* (1000, 5, 2015/04/07) */
Contact Name and Title:***
Contact Phone: ***
Contact Email: ***
The request for a refund was re-submitted and asked that it be done as soon as possibleAn e-mail will be sent to the customer when refund
is processed
Final Business Response /* (1000, 8, 2015/04/08) */
A refund has been issued and an e0-mail was sent to customer informing her of refund

Initial Business Response /* (1000, 13, 2015/07/23) */
The customer's order arrived at the salon on June 11th and well in advance of the customer's wedding date of September 11thWe typically do not have orders delivered to the salon until - weeks prior to the event date
Initial
Consumer Rebuttal /* (2000, 15, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

House of Brides has issued a refund to the customer, it may take a couple of days to appear on the accountHouse of Brides apologizes for any inconveniance

Initial Business Response /* (1000, 5, 2014/02/26) */
Contact Name and Title: Joan
Contact Phone: ***
Contact Email: [email protected]
What the customer was told is true the Chinese New Year does delay shipping of orders to the USA Company and this year for the first time
the manufacturer did shut down its company for two weeks over the Holidays, when they did re-open the East Coast had heavy snow and they shut down againHouse of Brides is sorry for the delay but the order has shipped to her on the 24th of this monthHouse of Brides does apologize for the inconvenience

Initial Business Response /* (1000, 5, 2015/04/10) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
A request has been submitted that a refund be issued as soon as possible,once refunded ane-mail will be sent stating refund was issued
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same response I been getting for over months that a refund will be given as soon as possible
Final Business Response /* (4000, 9, 2015/04/15) */
I have asked that the refund be issued this week and have been assured it will be done

We apologize for any inconvenience to the customer, however, we're confirming the order has been refunded.The customer purchased an item that the designer was unable to provide according to the specifications of the orderOur representative communicated this to the customer and they discussed other
optionsThe customer decided not to reselect and instead requested a refundManagement approved and processed the refund immediately thereafter

Initial Business Response /* (1000, 13, 2015/07/23) */
The customer's order arrived at the salon on June 11th and well in advance of the customer's wedding date of September 11thWe typically do not have orders delivered to the salon until - weeks prior to the event date
Initial Consumer
Rebuttal /* (2000, 15, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for any inconvenience to the customer, however, we're confirming her order has been refundedThe customer purchased as item that the designer was unable to provide according to the specifications of the orderOur representative communicated this to the customer and they discussed
other optionsThe customer decided not to reselect and instead requested a refundManagement approved and processed the refund immediately thereafter

Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: Joan
Contact Phone:***
Contact Email: [email protected]
The customer placed order and was confirmed that the order was due the beginning of June, which means it could arrive by the 10th Our site
does state that the ship date is only approximate and that the ship date given is approximate and can be changed without notice by the manufacturerCustomer was told the manufacturer was running a little late and would ship as soon as it arrivesHouse of Brides cannot offer compensation for the orderHouse of Brides does apologize for any inconvenience caused
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While they responded with the ship date is approximate it is stated in multiple places on their site that the ship time was a maximum of weeksAlso I was never notified in writing about the change and only found out because I took the initiative to contact themWhen I did take that initiative I was greeted with rudeness or complete ignorance from the customer support people who twice just stopped responding to my inquiriesSince the second week of May I was told the order would be in the following weekI finally receivedy order a month after it was expectedThis is not running late this is unacceptable

Initial Business Response /* (1000, 8, 2015/01/16) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
*** is running very late and our expeditor is trying her best to get the gown sentHopefully it will be shipped to House of Brides this
week

Via, thank you for your help yesterday when I inquired about ordering these dresses You were a delight to work with Unfortunately, I am going to cancel this order before you make it It's not your fault Please pass this onto your managers so they can address these issues:
The first time I logged onto your website, I was able to select the Bill L*** dresses I wanted, view the pricing, change the size and color and save them to my wishlist When I went back to them, I was not able to see the pricing unless I added them from the wishlist to my cart, which deleted them from my wishlistOK - no biggie - technical difficulties, right? Try to call - no answer Try to call - no voice mail Try to call - disconnectTry website again When I tried to add them back to my wishlist, there was no button to do so, even if I logged in VERY FrustratingStarting to wonder if your store is going to try to rip me off by doing a bait and switchThen, you have a big splash ad on your website's homepage that you're having a huge Bill L*** sale! 30-40% off! Yippee!
Still can't add them to my wishlist or even a purchasing cart, but I can COMPARE them.....ah....there are the pricesAnywhere from $124.60-$- PERFECT for my bridesmaids' budgets!
But still no way to purchase them online Bait and switch suspicion getting higherGet ahold of Via in online chatVery sweet girl Very helpful Sends me the email/online order form Fill it out Send it in Wait for call to collect payment information Had to call her (that's OK - she's busy) Left a voice mail She called back Via indicates the prices are now $or more higher than current online prices, ranging from $178.00-$ There it is Bait and switchI'll be ordering my dresses from a store in New York Their online prices are what they are And while slightly higher than yours, they answer their phones, their website works and they don't switch the prices

We apologize for any inconvenience to the customer, however, we're confirming her order has been refunded
The customer purchased as item that the designer was unable to provide according to the specifications of the orderOur representative communicated this to the customer and they
discussed other optionsThe customer decided not to reselect and instead requested a refundManagement approved and processed the refund immediately thereafter

Initial Business Response /* (1000, 5, 2015/09/08) */
We apologize for any inconvenienceThe customer was refunded the full amount of the order on 9/4/