LatterDayBride & Prom

I apologize that you had a negative experience with our store [redacted] When it comes to the fit of a brides dress, we do have to go off of what the bride tells us feels good to her likingWe go off of what the bride says feels best on her body as every bride has a different preference of how she wants her dress to fitYour daughter left the store saying she was comfortable with how the dress fitUnfortunately our policy is that once the dress leaves our store we are no longer liable for the dressWe have already gone above our policy to exchange a dress for you once before, and that is something that we typically are unable to doSince the dress left our store with the bride we are unable to do anything at this timeI hope that your daughter has a beautiful wedding day and we wish her all the best in this exciting new chapter of her life

Complaint: [redacted]
I am rejecting this response because:your associates lied to us about the fit causing undue stress in finding someone that could alter it in a short time. Had they been honest there would be no issue and we would have had more time for alterations. So it's not about how the dress fit it is about your customer service and them concealing the truth from us. For what reason I have no idea.
Sincerely,
[redacted]

I apologize that you had a negative experience with our store [redacted]. When it comes to the fit of a brides dress, we do have to go off of what the bride tells us feels good to her liking. We go off of what the bride says feels best on her body as every bride has a different preference of how she...

wants her dress to fit. Your daughter left the store saying she was comfortable with how the dress fit. Unfortunately our policy is that once  the dress leaves our store we are no longer liable for the dress. We have already gone above our policy to exchange a dress for you once before, and that is something that we typically are unable to do. Since the dress left our store with the bride we are unable to do anything at this time. I hope that your daughter has a beautiful wedding day and we wish her all the best in this exciting new chapter of her life.

The following is the response for Complaint ID#[redacted].I apologize that you had a negative experience while ordering bridesmaid dresses from our store. We strive to make our return policy as clear and accessible as possible. I apologize that our return policy was not made clear to you before you...

ordered. Our policy does state that we do not refund shipping charges and I apologize that this was not something that you were comfortable with. However, we strive to maintain a consistency with all of our customers and our policy. I appreciate your feedback and we will take this into consideration as we strive to establish transparency with our customers in the future. Thank you.Gateway Bridal & PromElizabeth Q[redacted]Bridal ConsultantGateway Bridal and Prom360 West Broadway #101Salt Lake City, UT 84101T: 801.363.2574