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

Initial Business Response / [redacted] (1000, 5, 2014/03/17) */ Contact Name and Title: Joan Contact Phone: [redacted] 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

Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ Contact Name and Title: Joan Contact Phone: [redacted] 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 / [redacted] (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 / [redacted] (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 / [redacted] (1000, 5, 2014/10/30) */ Contact Name and Title: Joan Contact Phone: [redacted] Contact Email: [email protected] A refund has been issued to the customer, it may take a couple of days to show on her account Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.)

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 [redacted] 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 [redacted] 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

Initial Business Response / [redacted] (1000, 5, 2014/09/26) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Per House of Brides Terms and Conditions the only refunds given for an on-line Immediate Delivery Gown is an on-line credit, The On-Line store is a separate division from the House of Brides Retail Stores and monies are not inter-changeable, House of Brides apologizes for any misunderstanding Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that store credit cannot be provided, that is why my desired resolution selected in my claim via Revdex.com is full refundThe size of the provided product did not match the size indicated on the size chart-maining advertisementBesides the wedding for which I purchased the dress at the end of July was weeks ago, I don't need a dress any more Every company that values their customer can apply policy exceptions if necessary-especially after advertisement Final Business Response / [redacted] (4000, 9, 2014/09/29) */ House of Brides, per Terms an-line credit was issued and a refund cannot be given

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

We apologize for any inconvenience to the customerMs [redacted] 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 rackAverage 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 [redacted] '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 [redacted] 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 [redacted] 's order overnight for expected delivery Friday, August 11th as goodwill

Initial Business Response / [redacted] (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 / [redacted] (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

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 / [redacted] (1000, 5, 2015/04/06) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] 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

Initial Business Response / [redacted] (1000, 5, 2014/10/30) */ Contact Name and Title: Joan Contact Phone: [redacted] 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 / [redacted] (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 / [redacted] (4000, 9, 2014/11/05) */ The gown was custom made by [redacted] , 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

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

Initial Business Response / [redacted] (1000, 5, 2014/06/23) */ Contact Name and Title: Joan Contact Phone: [redacted] 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 / [redacted] (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

We apologize for the inconvenience to the customerWe are confirming the refund has been processed and should post on the customer's account within the next few business days

Initial Business Response / [redacted] (1000, 8, 2015/01/16) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] 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

Initial Business Response / [redacted] (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 / [redacted] (2000, 15, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We confirm the refund was processedAs per our representative ***'s email, she informed the customer that while the refund had been processed, it may take a few days for her credit card company to post the refundThis is standardWe suggest the customer check with her credit card company to confirm the refund

Initial Business Response / [redacted] (1000, 5, 2015/04/10) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] 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 / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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