Lilla's Bridal Boutique

January 2, 2016To Whom It May Concern:My apologies for not responding to the first letter from the Revdex.com but I was away visiting family from December 15-29.[redacted]) purchased a wedding gown, veil and belt from us on 5/16/2013. Per her signed purchase agreement, her wedding date was...

9/6/2014. On 8/19/14 she informed us that her wedding had taken place earlier than planned. Furthermore, she let us know that she would still be picking up her dress even though the wedding had already taken place, she said she would start making payments on the dress in the meantime. Although no payments were received, [redacted] called us 12/9/2014 to let us know that she would be in soon to pay her balance and pick up all of her items. On 12/12/2014, [redacted] came in, paid her balance, signed our release form which states everything was in order, took her items and left. On December 5, 2015 (358 days later) she came back into my store on a busy Saturday claiming that she hadn't received her belt with her gown. I, myself, was working with a bride since she had a scheduled bridal appointment. My staff was kind and courteous to her, but so much time had passed that they didn't know what to say to her other than they would go and check our storage for this "said missing belt." The belt was not located in storage. However, as a courtesy to her once I heard about what had happened, I asked Ben, my Business Manager, if he could think of a way to track down a belt that was said to had been left behind over a year ago. Ben reconciled our belt inventory via [redacted] over the last few years to see if it may sheds some light. If indeed the belt was still in the store it would certainly show up. If the belt was truly left behind and had been sold to another customer in error the inventory report would show this to be true. Ben came in afterhours and went through this process so that we could give [redacted] an answer. In the end, Ben found that only two of this particular belt (style [redacted]) had ever passed through the store. In fact, the inventory report showed that we received two belts ([redacted]) and sold two belts ([redacted]). One was sold in February 2013, and the other was sold to [redacted]. Items such as these are always placed in storage with the bride's wedding gown just as [redacted]'s was last year. We take great care in making sure these items are placed with their wedding gowns. We have been in business for over thirty years and take great pride in giving service to all our customers. [redacted] stated that I hadn't called her back on Monday, but I was off that Monday. On Tuesday morning, [redacted] showed up with no phone call ahead of time to let us know she would be coming. When she arrived, unfortunately I couldn't speak with her because I was assisting a bride whom had an appointment with me first thing in the morning. My job entails me to work one on one with a bride and it is hard for me to leave their side. Because of this, Ben came to me and I had told him to tell [redacted] what he had found through his inventory report. Ben explained in great length to [redacted] that our inventory report showed we had two belts and sold two and one was to her. We honestly thought this would remedy the situation. It did not, [redacted] was still upset.  We felt as though she should have come to us right away if something was truly missing. A retailer cannot be expected to replace an item that was taken over a year ago. At this time there simply isn't anything I can do for [redacted]. She took her items home and returned to my store a year later claiming a belt was left behind. As a retailer, I cannot be responsible for items that have been picked up over a year ago. We did everything for [redacted] that we could possibly do. I am sincerely sorry that she is unable to locate her belt. Sincerely, Dianna S.Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
While I take responsibility for not double checking the items when I picked them up, I am still very disappointed in the outcome and the lack of empathy shown by the boutique. Half of a refund or the sale of a new belt at half off would have been an appropriate offer in my opinion. 
Regards,
[redacted])

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:While I take responsibility for not double checking the items when I picked them up, I am still very disappointed in the outcome and the lack of empathy shown by the boutique. Half of a refund or the sale of a new belt at half off would have been an appropriate offer in my opinion. 
Regards,
[redacted] ([redacted])