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

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: Joan Contact Phone: [redacted] Contact Email: info#houseofbrides.com House of Brides has received the headpiece from the manufacturer today, for some unexplained reason they kept giving House of Brides the wrong information regarding shipping time frameHouse of Brides does apologize for the inconvenience, we can ship the headpiece if customer still wants it Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company should not be allowed to victimize other individuals and quite frankly should not be in businessAlthough I received my veil this company will continue to scam othersI thank the Revdex.com for their assistance, as I am not sure I would have ever received the product as I had been calling since April for a refund and or status update with same response "Next Week."

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

Complaint: [redacted] I am rejecting this response because:-----Original Message----- From: [redacted] [mailto: [redacted] [email protected]] Sent: Wednesday, November 1, 1:PM To: Customer Relations Subject: Complaint # [redacted] To whom this may concern: Thank you following up with my complaintI have received an email stating you cannot proceed any further until I have verified if have received a refund yetI have NOT received a refund yet from House of BridesThank you for you time and help and I hope my issue is resolved soon! Sincerely, [redacted] Sincerely, [redacted]

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

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

Initial Business Response / [redacted] (1000, 8, 2015/03/02) */ Hello [redacted] A refund has been issued to customer via [redacted] on 2/ Best Wishes, [redacted]

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