Thank you for contacting us concerning this complaint. We have tried to resolve this problem at least a dozen times. Mrs. [redacted] special ordered a dress from our store on February 28,2015. After about 4 hours of decision making she elected to special ordered a dress. The dress designer from...
that company was here and had a sample of the dress that she looked at. We have a special order form that has to be filled out and signed before ordering stating that all special order dresses require a half deposit at the time of the purchase and one the dress arrives it must be picked up within two weeks or they will loose the dress and forfeit their deposit. It also clearly states in large print that it is a final sale. There can be no returns or refunds on special orders. This form was also read and explained to her at the time of purchase. We have the original copy of this form in our store. We can supply this if necessary. On Monday March 2nd 2015 Mrs. [redacted] called our store and said she wanted to cancel her order because she could not afford the dress. She also stated she had an insurance payment she had to make instead. We explained to her at that time that her dress had already been shipped from company and we could not cancel the order. Our manufactures do not allow that. We had already paid for this dress.
We called her on Wednesday, March 4th. and informed her that her dress had arrived. Her daughter stated they would be here Friday to pick it up.
When they arrived on that Saturday to get the dress, the mother said she didn't want dress before they ever saw the dress. This is a ombre dress that has been processed with other colors. This dress is in perfect condition and has no stains on it at all. The daughter stayed in this dress for hours and walked around our store in it. The mother harassed other customers for hours. I had customers complaining about her actions. She then took pictures of the dress and blew them up to distort the images. We have the actual dress to prove it is perfect. She finally left after we made it clear that we wanted her happy, but could not give her the money back on this dress.
The very next day she showed up again with other people with her. They asked to see the paper she signed and we made them a copy. We then had to deal with her for over two hours again with customers in the store. Her daughters, nor the people with her had no knowledge she had called prior to that date trying to cancel dress before it had even arrived. We again explained our policy. I decided at that point to try to order her in another of the same dress to see if that would make her happy. But I stressed to her that when it arrived it would look the same because nothing was wrong with the dress. But I offered just to make her happy. We made that decision and she left.
The following Monday she called again that morning stating not to order the other dress, she would just get a refund. We explained to her again how that was not an option. It had not been since the first day. I spoke to her three more times that day. I told her I would give her a $45 credit on her balance. The price that it would cost me to ship in another dress. She asked me to let her think about it. She called back later in the day and said she would accept that offer.
We didn't hear from her until the end of that week. She called and wanted to know if her new dress was here and we would sign a paper stating the dress was perfect. We explained to her we did not order another dress in because she said she would take the $45 discount. She said she never called and that was never agreed on. Again wanting her money back.
At this time she started using profanity to us and we informed her we were done this this issue. She has a choice, she can come get her dress and get a $45 discount, or leave it and loose her deposit. It has been well over her two week period and we have exhausted everything we know to do.
This is where we stand in this matter. She has been totally uncooperative and simply cant finish paying for a dress she ordered.
Please let us know if you need a copy of the special order contract that she signed.
Thank you,
[redacted]
Thank you for contacting us concerning this complaint. We have tried to resolve this problem at least a dozen times. Mrs. [redacted] special ordered a dress from our store on February 28,2015. After about 4 hours of decision making she elected to special ordered a dress. The dress designer from...
that company was here and had a sample of the dress that she looked at. We have a special order form that has to be filled out and signed before ordering stating that all special order dresses require a half deposit at the time of the purchase and one the dress arrives it must be picked up within two weeks or they will loose the dress and forfeit their deposit. It also clearly states in large print that it is a final sale. There can be no returns or refunds on special orders. This form was also read and explained to her at the time of purchase. We have the original copy of this form in our store. We can supply this if necessary. On Monday March 2nd 2015 Mrs. [redacted] called our store and said she wanted to cancel her order because she could not afford the dress. She also stated she had an insurance payment she had to make instead. We explained to her at that time that her dress had already been shipped from company and we could not cancel the order. Our manufactures do not allow that. We had already paid for this dress.
We called her on Wednesday, March 4th. and informed her that her dress had arrived. Her daughter stated they would be here Friday to pick it up.
When they arrived on that Saturday to get the dress, the mother said she didn't want dress before they ever saw the dress. This is a ombre dress that has been processed with other colors. This dress is in perfect condition and has no stains on it at all. The daughter stayed in this dress for hours and walked around our store in it. The mother harassed other customers for hours. I had customers complaining about her actions. She then took pictures of the dress and blew them up to distort the images. We have the actual dress to prove it is perfect. She finally left after we made it clear that we wanted her happy, but could not give her the money back on this dress.
The very next day she showed up again with other people with her. They asked to see the paper she signed and we made them a copy. We then had to deal with her for over two hours again with customers in the store. Her daughters, nor the people with her had no knowledge she had called prior to that date trying to cancel dress before it had even arrived. We again explained our policy. I decided at that point to try to order her in another of the same dress to see if that would make her happy. But I stressed to her that when it arrived it would look the same because nothing was wrong with the dress. But I offered just to make her happy. We made that decision and she left.
The following Monday she called again that morning stating not to order the other dress, she would just get a refund. We explained to her again how that was not an option. It had not been since the first day. I spoke to her three more times that day. I told her I would give her a $45 credit on her balance. The price that it would cost me to ship in another dress. She asked me to let her think about it. She called back later in the day and said she would accept that offer.
We didn't hear from her until the end of that week. She called and wanted to know if her new dress was here and we would sign a paper stating the dress was perfect. We explained to her we did not order another dress in because she said she would take the $45 discount. She said she never called and that was never agreed on. Again wanting her money back.
At this time she started using profanity to us and we informed her we were done this this issue. She has a choice, she can come get her dress and get a $45 discount, or leave it and loose her deposit. It has been well over her two week period and we have exhausted everything we know to do.
This is where we stand in this matter. She has been totally uncooperative and simply cant finish paying for a dress she ordered.
Please let us know if you need a copy of the special order contract that she signed.
Thank you,
[redacted]