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

Initial Business Response /* (1000, 5, 2014/10/30) */
Contact Name and Title: Joan
Contact Phone: ***
Contact Email: [email protected]
House of Brides does state that dates of arrival of an order are approximate and vendor can change delivery dates without noticeThe order
did run a little lateThe gown was shipped to the customer and delivered on 10/House of Brides apologizes for any inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2014/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response, because you run a business selling gowns for weddings, you know how important it is that these things arrive in ample time just in care alterations are needed, and the stress it puts on peoplethe response to this complaint is just as generic as all the responses I and the bride received when we called about where my dress was.the customer service was horrible with lack of response and the fact that there was no one else that could give and answer as to where it was in the processI knew the same information they did by looking at the tracking on the dressit is unacceptablethere was no reassurance that my dress would arrive in time for the wedding, no answers no explanations nothing to even calm the fears about the dress arriving in timei appreciate the fact that they didnt lie to me and tell me it would be there soonbut getting answers for your customers as to why it is have not been shipped yet is appreciatedit seemed like you took my call, my phone number and my concern told me a lie about calling the designer and then threw my info awaythe dress looks like crap, strings hanging off everywhere and the stitching is screwed upthis is in no way a custom dress as they kept saying to me over the phone and is of poor qualityfor the amount of time they had to make the dress I expected perfectionthis company is terrible and I will not recommend anyone to this designer or house of bridesthere is no quality of customization to this dress
Final Business Response /* (4000, 9, 2014/11/05) */
The gown was custom made by ***, on a lace gown the hemline and the top of the dress is the edge of the lace and threads are part of the edge of lace, if she looks at the picture of the gown on their site she can see the threads in the pictureMost all lace gowns are made that wayThe reps are in constant touch with the expeditor and can only give information they get from that department

Initial Business Response /* (1000, 5, 2014/03/21) */
Contact Name and Title: Joan
Contact Phone: ***
Contact Email: i
a Refund was issued via Pay Pal on 3/18/House of Brides apologizes for any inconvenience

Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: Joan
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@houseofbrides.com
House of Brides contacted customer today and received credit card information as House of Brides does not store credit card numbers, assured
customer that it will be done ASAP
Initial Consumer Rebuttal /* (2000, 10, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After informing the Revdex.comI received a phone call the very next day indicating that my refund should arrive in 4-business days, in which it did
Final Business Response /* (1000, 8, 2015/05/05) */
A refund was issued to the customer on May 1st

Initial Business Response /* (1000, 5, 2015/07/13) */
We apologize to any inconvenience to the customerWe do require an appointment for the customer to view or pia dress when an order is received at the salonWe schedule appointments according to our Alterations Department so a
seamstress is available to address any fitting needsWe also schedule appointments to ensure the customer has the necessary undergarments and shoes for the proper fitAppointments are scheduled based on availabilityThe salon did accommodated the customer based on this availabilityWe have signage in our salons stating this policy and representatives advise of the same when contacting the customer about their received order
Final payment is by cash or debit cardPersonal checks are accepted but in advance of the pick-upThis policy is also posted in the salon and provided to the customer at the point of purchase and when the order is received
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did make an appointment to pimy wedding dress and try it onWhen I showed up at the salon they said that I didn't have an appointment which I clearly did as I called earlier in the weekThe customer service when I was accommodated was unacceptable as my dress alterations appointment was a disaster and I picked up my dress and am going elsewhere to get the alterations completedI will never recommend anyone to get a dress or anything else at House of Brides which is sad because they have nice dresses, veils, and tiaras and the consultants helping to try on dresses are niceOnce the shop gets your money you are treated horriblyThey need to work on their customer service

Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: Joan
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@houseofbrides.com
House of brides did not have the gown in our warehouse and a refund has been issued today, it may take a couple of days to appear on the
accountHouse of Brides apologizes for any inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2015/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for any inconvenience to the customerWe state in our Terms & Conditions, refunds can take up to 30-business days for processing.Several holidays factored into the customer's time frameWe have confirmed with management the refund has been processed and a representative has
contacted the customer

We apologize for any inconvenience to the customerMs*** ordered a special order bridesmaid dress from our websiteSpecial order means the customer selects the style, color and size plus any other available specifications and places the order onlineWe then submit
the customer's order to the designerThe designer places the order into their production scheduleThe dress is made according to the style, color', size and other specifications on the orderDresses are not pre-made or available off the rack. Average production by the designer is - weeks from when the order is submittedThis time frame, however, is tentative and subject to change, including delays, according to the designerIt also does not take in account shipping from the designer to an authorized retailer such as our website and shipment to the customerWe provide customers the estimated delivery time frame of an orderWe do not promise or guarantee dates because the designer only provides authorized retailers until the day an order is shipped from their locationMs***'s order experienced a slight delay due top the designer's production scheduleHowever, the designer did ship the order with tracking showing its arrival for Thursday, August 10thOur representative has been in contact throughout the process with Ms*** and advised her of the order status and that our expeditor was working very closely with the designer to ensure its timeliest deliveryAs an authorized retailer of our designers, we are not permitted by the designer to provide their retailer contact information to a third partyCustomers are not identified in the designer's system by name but instead with a purchase order number confidential between the retailer and designerAs stated, the order is due to arrive at our facility tomorrow and within the time frame provided at the point of purchase so therefore, we are not refunding any portion of the orderWe are shipping Ms***'s order overnight for expected delivery Friday, August 11th as goodwill

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

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

Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
House of Brides could not fill the order, House of Brides does not store credit card numbersWe will need number and expiration date in
order to process refund

We apologize for any inconvenience to the customer, however, we're confirming the order has been refundedThe 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, 5, 2014/03/17) */
Contact Name and Title: Joan
Contact Phone: ***
Contact Email: [email protected]
When a customer places an order the card is automatically charged, when order does come to House of Brides stock is checked and we did not
have the gown in our warehouse and therefore could not fill the orderA refund has been issued, it usually takes a couple of days for the refund to appear on the account

We apologize for any inconvenience to the customerWe are confirming the customer has been refunded in full