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

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 11th. We typically do not have orders delivered to the salon until 4 - 6 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.)

Initial Business Response /* (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 /* (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 refund. The size of the provided product did not match the size indicated on the size chart-maining false advertisement. Besides the wedding for which I purchased the dress at the end of July was 2 weeks ago, I don't need a dress any more.
Every company that values their customer can apply policy exceptions if necessary-especially after false advertisement.
Final Business Response /* (4000, 9, 2014/09/29) */
House of Brides, per Terms an-line credit was issued and a refund cannot be given.

Initial Business Response /* (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 order. A refund has been issued, it usually takes a couple of days for the refund to appear on the account

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 wishlist.
OK - no biggie - technical difficulties, right? Try to call - no answer. Try to call - no voice mail. Try to call - disconnect.
Try 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 Frustrating. Starting to wonder if your store is going to try to rip me off by doing a bait and switch.
Then, 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 prices.
Anywhere from $124.60-$140 - PERFECT for my bridesmaids' budgets!
But still no way to purchase them online. Bait and switch suspicion getting higher.
Get ahold of Via in online chat. Very 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 $50 or more higher than current online prices, ranging from $178.00-$200. There it is. Bait and switch.
I'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 /* (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 notice. The order...

did run a little late. The gown was shipped to the customer and delivered on 10/29. 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 people. the 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 process. I knew the same information they did by looking at the tracking on the dress. it is unacceptable. there 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 time. I appreciate the fact that they didnt lie to me and tell me it would be there soon. but getting answers for your customers as to why it is have not been shipped yet is appreciated. it 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 away. the dress looks like crap, strings hanging off everywhere and the stitching is screwed up. this is in no way a custom dress as they kept saying to me over the phone and is of poor quality. for the amount of time they had to make the dress I expected perfection. this company is terrible and I will not recommend anyone to this designer or house of brides. there is no quality of customization to this dress.
Final Business Response /* (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 picture. Most all lace gowns are made that way. The reps are in constant touch with the expeditor and can only give information they get from that department.

Initial Business Response /* (1000, 5, 2014/10/14) */
Contact Name and Title: Joan
Contact Phone: [redacted]
Contact Email: [email protected]
House of Brides does not have a customer by the name of Crystal [redacted], therefore I cannot help her without further...

information
Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The names of the customers on file at house of Brides are Vicky Ortiz she has two dresses in question styles by [redacted] designer. [redacted] designer dress. Latanya Pleas Jordan designer dress and Laura [redacted] also Jordan designer dress. All are my bridesmaids. . We have all called numerous times and cannot get answers except dresses are not in. Being there are hundreds of complaints against house of Brides, the way they do business and people not getting their dresses in time for the wedding I had no choice but to file complaints. I have tried multiple times before filing to get answers and speak with managers. No one returns calls or emails.
Final Consumer Response /* (4200, 15, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive the dresses, However the dresses are not Teal as we requested. The color of the dresses that are suppose to be teal. A dark hunter green is not teal. This is very disappointing and messing up the colors of my wedding. Now the suits, vests and flowers do not match my bridesmaids dresses. At this point I think we need a refund since we cannot exchange or get the correct dresses from your company in time to do alterations.
Final Business Response /* (4000, 17, 2014/10/24) */
The correct color was sent to the bridesmaids, Jordan's chiffon in teal is dark, House of Brides does suggest customer's check fabric swatches before ordering. House of Brides cannot take back the gowns per Terms and Conditions

Initial Business Response /* (1000, 5, 2015/04/21) */
Contact Name and Title: Joan
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@houseofbrides.com
The request for the refund has been expedited, as soon as it is issued an e-mail will be sent to the customer informing her of...

refund
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 3/26/15 I was told this identical information: that the refund would be expedited and I would be informed by email when the refund was sent. It is now 4/21 and no refund has been sent. I have no confidence that today's promise is any different than the one I received on 3/26. The only acceptable response is a PayPal refund.
Final Consumer Response /* (2000, 11, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate the Revdex.com's intervention. I have received the refund in full. Thank you.
Final Business Response /* (4000, 9, 2015/04/22) */
A refund has been issued via Pay Pal today

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 order. Our representative communicated this to the customer and they discussed...

other options. The customer decided not to reselect and instead requested a refund. Management approved and processed the refund immediately thereafter.

Initial Business Response /* (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 latest. As...

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 retailer. The 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 time. I will accept the 'resolution' when I have a confirmed shipping/tracking number. Until 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 disappointing. I 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, 2015/09/08) */
We apologize for any inconvenience. The customer was refunded the full amount on 9/4/2015.
The customer purchased a special order dress from a featured designer and selected rush delivery. House of Brides places customer orders directly...

with our designers. Dresses are made according to the customer order and the styles, size and color ordered. Dresses are not kept in-stock at the designer.
Orders are made and delivered according to the designer's production schedule. Typically, standard production is 12 - 16 weeks. If the customer is ordering in a time frame less than the standard time frame, the option for a rush order may be available. Typically, rush production is 8 - 10 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 time. We, 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 now. I 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 appropriate. The refund should have been issued within 30 business days as I was told and stated by the company's policy. Also, communication needs to be improved as I had been told the same thing over and over without any action taken. I had a custom made dress by the same designer through another company. This dress was delivered over a week before I received my refund from House of Brides. There is no excuse for a refund to take that long. If there is, change your policy and abide by it.
Final Business Response /* (4000, 9, 2015/09/11) */
We confirmed the refund was processed with management. We suggest the customer contact her credit card company to check when the refund is posted.
Refunds are processed within 30-business days of approval. Please take in account the time between correspondences as we offer customers a choice of re-selection or refund. We cannot proceed with a refund until the customer and management approves.
Designers production schedules and delivery changes weekly. It is also dependent on the style and its availability. We again apologize for any inconvenience and confirm the refund has been issued.

Initial Business Response /* (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 sent. Hopefully it will be shipped to House of Brides this...

week

We confirm the refund was processed. As per our representative [redacted]'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 refund. This is standard. We suggest the customer check with her credit card company to confirm the refund.

Initial Business Response /* (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 manufacturer. Customer was told the manufacturer was running a little late and would ship as soon as it arrives. House of Brides cannot offer compensation for the order. House 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 16 weeks. Also I was never notified in writing about the change and only found out because I took the initiative to contact them. When 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 inquiries. Since the second week of May I was told the order would be in the following week. I finally receivedy order a month after it was expected. This is not running late this is unacceptable.

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 order. Our representative communicated this to the customer and they discussed other options. The customer decided not to reselect and instead requested a refund. Management approved and processed the refund immediately thereafter.

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

contacted the customer.

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.

Initial Business Response /* (1000, 5, 2015/04/21) */
Contact Name and Title: Joan
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@houseofbrides.com
The request for the refund has been expedited, as soon as it is issued an e-mail will be sent to the customer informing her of refund
Initial...

Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 3/26/15 I was told this identical information: that the refund would be expedited and I would be informed by email when the refund was sent. It is now 4/21 and no refund has been sent. I have no confidence that today's promise is any different than the one I received on 3/26. The only acceptable response is a PayPal refund.
Final Consumer Response /* (2000, 11, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate the Revdex.com's intervention. I have received the refund in full. Thank you.
Final Business Response /* (4000, 9, 2015/04/22) */
A refund has been issued via Pay Pal today

Initial Business Response /* (1000, 5, 2014/03/21) */
Contact Name and Title: Joan
Contact Phone: [redacted]
Contact Email: i
a Refund was issued via Pay Pal on 3/18/14. House of Brides apologizes for any inconvenience

Initial Business Response /* (1000, 5, 2015/07/13) */
We apologize to any inconvenience to the customer. We do require an appointment for the customer to view or pick-up a dress when an order is received at the salon. We schedule appointments according to our Alterations Department so a seamstress...

is available to address any fitting needs. We also schedule appointments to ensure the customer has the necessary undergarments and shoes for the proper fit. Appointments are scheduled based on availability. The salon did accommodated the customer based on this availability. We 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 card. Personal checks are accepted but in advance of the pick-up. This 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 pick-up my wedding dress and try it on. When 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 week. The 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 completed. I 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 nice. Once the shop gets your money you are treated horribly. They need to work on their customer service.

Initial Business Response /* (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 numbers. We will need number and expiration date in...

order to process refund