Following the purchase of her initial bridal gown from Kleinfeld Bridal, and after placing the required deposit and signing the standard contract, [redacted] wrote to Ronnie R[redacted], an owner of Kleinfeld Bridal, to explain that she had second thoughts about her gown selection. Paula S[redacted], the...
Vice President at Kleinfeld Bridal, reached out to her immediately to speak with her about her options in coming in for another appointment when she could possibly select a new gown. Paula reviewed with this customer the details of her signed contract with regard to her initial purchase. The fact that her gown was already placed in production meant that Kleinfeld Bridal could not transfer her bridal deposit to a new gown or cancel the original order. Paula also advised her of the timeframe she was under with reference to her choices and, based on the timing, presented her with names of those designers she could choose from for her 2nd gown. Paula discussed that rush charges were to be expected and that she may want to consider the option of purchasing a sample gown which would avoid delivery charges as these gowns are located at the store. [redacted] was agreeable to the conditions and options as explained and an appointment was booked for her with Lisa Fuhrman, one of our top bridal consultants. This appointment resulted in [redacted] finding a new gown that made her feel more comfortable. Paula and [redacted] continued to communicate after that appointment via telephone and emails. Paula answered her questions and, from this communication, was able to determine that her Kleinfeld experience had been flawless. [redacted] decided to keep the initial gown and to not forfeit the purchase. As an accommodation, Kleinfeld agreed to extend complimentary alterations for her second gown and, although she was charged for this $795 charge on July **, we refunded this amount to her on September *, 2016. In addition, we refunded the $400 charge for the lace ordered for her first gown on September *, 2016 as a courtesy and good faith gesture. Kleinfeld could not refund her the rush fee of $1,400 as listed in [redacted]’s complaint. [redacted] was informed that this charge was from the vendor and, in order for the vendor to be able to deliver the dress timely for her alterations and in advance of her wedding date, was unavoidable. This rush fee had been discussed in various communications between Paula and [redacted]. Kleinfeld believes that our dealings with [redacted] were very accommodating and professional. Regards, Scott C[redacted] Executive VP of Finance
This matter has been resolved to the customer's fullest satisfaction.
Following the purchase of her initial bridal gown from Kleinfeld Bridal, and after placing the required deposit and signing the standard contract, [redacted] wrote to Ronnie R[redacted], an owner of Kleinfeld Bridal, to explain that she had second thoughts about her gown selection. Paula S[redacted], the...
Vice President at Kleinfeld Bridal, reached out to her immediately to speak with her about her options in coming in for another appointment when she could possibly select a new gown. Paula reviewed with this customer the details of her signed contract with regard to her initial purchase. The fact that her gown was already placed in production meant that Kleinfeld Bridal could not transfer her bridal deposit to a new gown or cancel the original order. Paula also advised her of the timeframe she was under with reference to her choices and, based on the timing, presented her with names of those designers she could choose from for her 2nd gown. Paula discussed that rush charges were to be expected and that she may want to consider the option of purchasing a sample gown which would avoid delivery charges as these gowns are located at the store. [redacted] was agreeable to the conditions and options as explained and an appointment was booked for her with Lisa Fuhrman, one of our top bridal consultants. This appointment resulted in [redacted] finding a new gown that made her feel more comfortable. Paula and [redacted] continued to communicate after that appointment via telephone and emails. Paula answered her questions and, from this communication, was able to determine that her Kleinfeld experience had been flawless. [redacted] decided to keep the initial gown and to not forfeit the purchase. As an accommodation, Kleinfeld agreed to extend complimentary alterations for her second gown and, although she was charged for this $795 charge on July **, we refunded this amount to her on September *, 2016. In addition, we refunded the $400 charge for the lace ordered for her first gown on September *, 2016 as a courtesy and good faith gesture. Kleinfeld could not refund her the rush fee of $1,400 as listed in [redacted]’s complaint. [redacted] was informed that this charge was from the vendor and, in order for the vendor to be able to deliver the dress timely for her alterations and in advance of her wedding date, was unavoidable. This rush fee had been discussed in various communications between Paula and [redacted]. Kleinfeld believes that our dealings with [redacted] were very accommodating and professional. Regards, Scott C[redacted] Executive VP of Finance