Lana Addison Bridal

Poor results in customer turn aroundDaughter purchased a gown/veil for her wedding in July 2013. Contacted bridal shop in Nov 2013 to check on gown delivery due to my daughter was coming in from out of state for the holiday. They responded that they would never promise a bride a gown in 4-6 months. But their websites states differently. So I waited until after the new year and contacted them again. Gown finally arrived in March 2014, but the veil was incorrect. To compensate for delayed service and incorrect veil they agreed to pay for cleaning and preservation of the gown after the wedding. Contacted the bridal shop a few weeks after the wedding. Due to this was their busy season we agreed I would contact them in Oct 2014 and set-up an appointment to drop off the gown. Dropped off the gown 10/17/14. In the beginning of April 2015 I had not received any kind of communication so I stopped in the bridal shop on my way home from evening. Spoke with 3 of the consultants at the shop and they provided me with the name and contact information of the cleaning/preservation company that the dress was sent to. Contacted the owner and got a response on 4/26/15. He was out of the cleaners until 4/28/15 and he would give us a response by noon that day. He did as promised and provided us with the tracking information that he just received the gown on 4/24/15. I stopped in the bridal shop again on my way home and spoke with the manager, [redacted]. Explained the entire story and she gave me the contact information of the general manager, [redacted], at their sister store in [redacted]. Spoke with [redacted] numerous times and concluded our conversation after she informed me that they contacted the local authorities and would press charges against me because I was threatening them by turning their business into the local media and to the Revdex.com. Desired Settlement$500.00Business Response I am writing in response to this complaint. The Customer's details are not accurate, and I hope you will agree after reading my response below. Thank you!Customer came in for an appointment at Lana Addison Bridal on July 6, 2013 and purchased a wedding gown. Customer was fully informed of our gown ordering process and was made aware that the arrival time frame depends on our designer's time frame and additional shipping, but this typically can take around 6 months until we receive the gown in-store. We make each customer aware that these time frames are estimated and can fluctuate based on numerous circumstances. In February 2014, we updated Customer once we received an update from the designer of her gown and told her inclement weather held up some of their shipments and due to a higher production volume on behalf of the designer, the Customer's gown would be shipped by March 17, 2014. On March 13th, 2014 we received Customer's gown and Customer approved of the final gown payment. We collected payment. Since her wedding was August 16, 2014, this was 5 months before her wedding.At the time of purchase, the Customer informed our salon that she would not be having portraits taken before her wedding date. However, when we updated the customer in February of 2014 she told us that she may be changing her mind and may want to have them taken in April, 4 months before her wedding. Although portraits are typically scheduled 1-2 months before the wedding, we assured the Customer that we could have alterations completed by April. Once the Customer's gown came in, she scheduled a time to pick up her gown and veil, as she decided to not have her alterations done in our salon, despite us reassuring her that her time frame would definitely work. Because she got her alterations done outside of our company, we informed the bride we had no control over the timeline from that point on and she agreed. When she came to pick up her gown and veil, she realized the veil was ordered with a mistake, so she left her veil with us and took her gown. We immediately ordered her a new veil and shipped it to her on our payment account and she received the veil in April 2014, which was in time for any potential portrait date. As a gift for her perceived inconvenience, Lana Addison Bridal offered the bride a free cleaning and preservation after her gown was worn for her wedding, which is rarely offered.The bride's chosen seamstress could not accommodate her portrait date and the bride then blamed us, although we informed her we had no control over anyone else's operations outside of our store.The bride married on August 16, 2014. Her mom contacted the salon after the wedding to schedule a time to drop off her gown for the cleaning and preservation that was gifted to her from our company. Customer dropped off her gown on October 17, 2014. The mother and daughter were given an expected receive time frame of 6-8 months, since we do not clean and preserve here, instead it is completed through a third party, we informed them we could not tell her exact dates but approximate time frames. She agreed. In April 2015, only 6 months after her gown was returned to us for cleaning, the Customer's mother stopped by our salon without an appointment. Our salon is appointment-only; the bride and mother knew this as they had always entered our salon with an appointment. The Customer's mother was upset that our receptionist did not have an exact date on her cleaning completion. The customer's mother continued to cause a disturbance to other appointments and left about 15 minutes later after being given the contact information of the cleaner we sent her gown to.The customer's mother called incessantly and threatened to stop by at all times if we did not get her gown back in-store immediately. Again, our salon told her we have no control but were receiving updates and it would be returned within the 6-8 month time frame she was given. The customer's mom also called the cleaner and threatened the same to them. She demanded a refund, however she did not pay for the cleaning as Lana Addison Bridal paid $700 from their company to cover her free cleaning and preservation.The mother was still upset and told Lana Addison employees she would stop by whenever she wanted and would not leave until more answers were given. The bride's mother also threatened the employees with Revdex.com complaints claiming she had already reported the business and she also claimed she reported the business to the local news channels. At this point, the mother was becoming a disturbance and was threatening the well-being of the business so we told her if she did so, we would be forced to take action for the well-being of our customers with appointments as well as our employees. The customer received her cleaned and preserved gown from the cleaner within the promised time frame. We are confused by her complaint because we went above and beyond to make her happy and delivered within the promised time frame.

I was pressured to buy a dress that I didn't like, was unable to cancel the order with store, and was charged for it without notice of its arrival.Problem Date:12/6/14-nowPurchase Date:12/6/14Model Number[redacted]Order Number:Invoice #[redacted]Sales Rep [redacted]Payment Amount $1,554.39Payment Method Credit Card On Saturday, December 6, 2014, my mom, future mother-in-law and I went to Lana Addison Bridal to shop for my wedding dress. We met our sales rep, [redacted], the shop's design consultant and the co-owner [redacted]. I tried on many dresses that were pretty but I didn't find one I liked. After a while, I was ready to go. However, the store's team was determined to find a dress. They asked me what I liked, and didn't like. They were all standing in the door way of the dressing room and I felt like they were not going to let me leave that space without them finding a dress that I liked. Finally, one dress stood out, the lace was pretty and I felt great in it but it was strapless and the skirt was plain. I asked the team if extra lace could be purchased to add straps and lace to the skirt. The shop's design consultant said that straps would "take away from the dress," and that lace on the skirt would, "make the organza ripple." I asked for a few minutes alone to talk with my mom. However, this time was cut short by the sales rep and the owner coming in with paperwork. They stated they were able to give us a 10% discount because it is a trunk show. They used the first time incentive to cover the rush order needed for the dress. They stated with the rush order we could expect the dress to arrive around January 15th through the 17th. We signed the paper work and gave them my mom's credit card to pay for the 50% deposit for the dress. The next business day, December 8 2014, I tried to cancel the dress order with the sales representative. The store was closed so I left a voicemail. I tried several times over the next three days to cancel the dress order with [redacted] and the manager, [redacted]. I called the design office, [redacted], directly to cancel the order through them and they stated it is up to the bridal store. When I called [redacted] and [redacted] they declared that I signed the contract which states "All Sales are Final" (the contract also states, "50% deposit is NON refundable,") and that it is the store's policy to not cancel dress orders because they are a business and have to protect themselves. I tried to negotiate with them on some of the deposit for the dress which they pushed me to buy but they declined. [redacted] offered to take pictures of the dress to help me sell it online.On January 14, 2015, I received an email from [redacted] stating that the dress is "scheduled to come in next week" and asked if I wanted to use the credit card on file to charge the rest of the order. I replied to her email stating that I would like to change the credit card on file but that I am out of the country. [redacted] said it would be fine if my fiancé called to change the credit card. On February 6, 2015 I noticed that my credit card account had a pending transaction for the remainder of the dress from Lana Addison. I gave the Lana Addison team an entire week to notify me either by email or phone that they had charged my card and that the dress had arrived. I called the store on February 13, 2015. [redacted] and I discussed why they had not notified me of the dress arriving or that they charged my card. She stated that they left me a voicemail January 21, 2015 and emailed me stating that the dress arrived. I did not receive the voicemail because I was out of the country nor did I receive the email. I challenged [redacted] that if the dress arrived January 21, 2015 why was my card not charged until February 6, 2015. She responded that the transaction can take a few days to process. She checked her records and exclaimed "Oh!, It makes sense, the dress arrived February 3, 2015, that is why you saw the transaction on the 6th." She apologized and said they had done everything correct on their end. Again, denying they had done anything.Desired SettlementA refund of $1,554.39 to our credit cards used to pay for the dress sold to us by the team from Lana AddisonBusiness Response I am writing in response to this complaint. The Customer's details are not accurate, and I hope you will agree after reading my response below. Thank you! Customer attended her appointment she scheduled on December 6th, 2014 at 1:00 for our [redacted] Trunk Show Weekend. Customer tried on some gowns over the course of her two-hour individualized appointment, then really loved one gown and purchased it. The idea of a trunk show is to have custom options created for the customer, and Customer loved the special attention of having a sales consultant and the designer representative's assistance in creating her perfect look. After finding the gown she "loved", we let her enjoy her happy moment. At the customer's request, she was given a written price of what the gown would cost, and discussed this alone with her mother. After some time alone with her mother, Customer decided that she wanted to move forward with the gown order. We congratulated her, got her some champagne, and THEN presented her with the paperwork to place the order on the gown. The paperwork and measurements take about 20-30 minutes to complete; if she was unsure of her decision to order the dress, this is a good time to not offer payment. Instead, she immediately placed the 50% deposit required to place the order. Some girls go to lunch and come back; some even return at the end of the day after thinking it over...this customer was so excited and confident in her decision that she ordered on the spot. The Customer ordered one yard of extra lace, to complete the custom design specifications that she wanted, and decided on in her appointment. Her sales consultant was the one who actually suggested the lace straps; we never discouraged her from customizing her gown...we actually encourage custom design changes! The Customer was given an estimated time of arrival in January and was told this is an estimate and may change due to shipping. Customer was told we would try to rush the gown for her to have it arrive in-store ASAP, but customer never paid for a rush timeline nor was she charged a fee. Customer was so happy she found a dress that she loved and that was truly "hers" that she voluntarily wrote in our guest book raving of her consultants and gown. **See attached photo with her comments** Our store is closed Sundays and Mondays; her consultant called Customer first thing on Tuesday because she had left a voicemail over the weekend. When Consultant spoke to Customer, Customer stated "I know I agreed to 'All Sales Are Final' but can any exceptions be made?" Consultant said no, and explained the policy to which Customer agreed and Customer wanted to speak to a manager. The General Manager contacted Customer and further explained the policy to Customer. GM offered alternative options to Customer and Customer said she will keep her options open to GM's idea of helping Customer sell her gown online. Consultant contacted Customer and Customer voluntarily changed her credit card on file for her gown balance, consenting for the balance to be run when the gown arrives in-store. **See amendments on the Credit Card Authorization form. The gown arrived in-store after being shipped from the designer (timelines are estimated but are not always accurate as the customer agreed.) The customer was charged the balance upon the gown arrival, as she approved. Customer was notified several times of the gown's estimated arrival and timeline.Please note:Customer agreed to entire custom ordered gown, and to Lana Addison's terms of purchase that she signed and agreed to be as Final Sale. As a business, Lana Addison Bridal has policies and contracts in place, since products are custom ordered. Hence, our Sales Agreement that states our policy as well as our consultants verbally explaining these policies to each customer. This is clearly written on forms in BOLD and LARGER LETTERS. **SEE ATTACHED SALES AGREEMENT FORM** In addition to signing the Sales Agreement form, Customer also filled in and signed our Credit Card Authorization form, which allows us to charge her card for the balance upon gown arrival. Also, Customer paid her deposit in person on December 6th and signed the credit card receipt which also states final sale. Customer was CLEARLY aware that she was ordering a custom order gown which had no option for cancellation when she placed her deposit on December 6th. She had a full two-hour appointment and discussed this purchase in our private bridal suite room with her mother before placing her deposit. Customer also knew that our trunk show representative would be processing all of the trunk show orders upon her departure at the end of the day. Note from Owner: I was present during Customer's appointment and witnessed her excitement. She was truly happy about finding her wedding gown and not once displayed any signs of hesitation regarding her order. In addition, the paperwork involved in the purchase of wedding gowns in my store is quite lengthy. If there are any hesitations, they would certainly surface during this 30-minute process. Our customers are never pressured into a sale or placing a deposit on the spot; each customer is free to make her own decision on when or if to purchase from our store.I also want to make it CLEAR that we NEVER run a customer's credit card without prior consent. Customer consented first by filling in and signing our credit card authorization form giving us permission to run her balance upon arrival of gown. She consented once again when she voluntarily changed the credit card number on file. We continuously gave this customer updates on the date of her gown arrival. Finally, we called AND emailed her BEFORE running the balance on the credit card we had on file per her consent.Many of the statements made by Customer is false, and I am truly saddened by her comments. As a specialty bridal salon, we get to know each of our customers on an individual and personal level. We share in the excitement with our brides, as we did with this customer. Customer has a beautiful wedding gown that was custom ordered just for her; I am greatly surprised to see this complaint after witnessing such a happy bride.