Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [The response by One Enchanted Eve is very disappointing to say the least First of all I wouldn't think a company would resort to lying First of all this dress did not fit me perfectly as they stated I am the same exact weight as I was in January, I can submit proof from my Doctor if needed In addition, I have witnesses that were with me to contradict their statementThis would include the sales lady Becky K*** They said I would have to pay to have the straps fixed, but they would repair the beading--the beading was not fixed nor was the fraying Also, the dress is not a size its a and this is on the dress itself which I can take a picture of and show you In addition, as I stated in my original complaint--it was a very busy night and I was not paying attention to the paper Becky told me to sign When I saw the dress was less than $I assumed it was 30% off I did not pay attention to it until I went home When I brought it to Becky's attention, she said she would pay to have the dress hemmed and the straps fixed for the mix-up When I arrived at y appointment in April to have the dress taken in and mentioned to the seamstress that Becky was paying for the heming--the seamstress was upset and went upstairs to verify that When she returned she said OK, but its going to cost you $to have it taken in After speaking with the Owner regarding this outrageous price for taking the dress in, she said to take the dress off, when I did-she put it in a bag and threw it at me and told me to leave I had no choice but to go to another seamstress I did not receive what was promised to me and I do not consider a $difference in cost to have the dress taken in a fair and competitive priceI would be happy to show you a copy of my receipt from the seamstress or any other proof you may need, please supply me with your fax # so I can send it to you Regards, [redacted] ***
This letter is in response to Mrs [redacted] 's complaint One Enchanted Evening is the largest prom shop in the areaCustomers travel many miles to shop at our store because we carry the best gown selection and we make it our job to find the perfect gown for our customers so that they feel beautiful and happy As our store policy, if a gown is ticketed at full price; we will mend any beading, hooks and eyes, etc [redacted] and her daughter came in to pithe dress after alterations Krista, our Bridal Manager was called upstairs to take a look at [redacted] in her dress once she had tried it on*** made it very clear by facial expression and her tone of voice that she was unhappy with the seam by the zipper [redacted] turned around so we could see what *** was talking about The seam by the zipper was not unlike any of the same type gowns we have here in the store *** kept saying that when you take the dress off you can see a pucker Krista told the customer that we would take the dress downstairs to our mending area and redo the seam We did and *** still was not happy Since she was still not satisfied, we told her one of our seamstresses lives very close to the store and has an alterations shopIf she preferred, we told her we could take it to our other seamstress so that way she could look at the dress and see if anything more can be done to fix ***'s concernAfter being repaired, we offered to ship the dress to her at no charge using UPS She refused this offer saying that it could get lost in the mail and then they would not have a dress We explained to her that we use UPS every day and we would be able to provide her with a tracking number and be able to monitor the package until it was received at their door This solution was not accepted either Again, when it was on [redacted] the fabric had tension from her body and the “pucker” disappeared [redacted] herself said it looked fine and that it was okay to take [redacted] was raising her voice and being very unreasonable Finally, we asked [redacted] what she wanted, she had said that she (not [redacted] ) had paid a lot of money for this dress and we should discount the dress because it wasn't wearableThis was an unreasonable request because the Jovani gown looked fabulous and the beading was perfectWe offered to refund the cost of altering the neck of the gown, $plus tax She still was not happy but accepted the refund In addition, we agree that [redacted] was upsetBut she was upset because of her mother’s behavior and clearly very embarrassed by it She apologized to our employees for her mother’s behavior as they left Also, regarding our employees not "having a clue" on the fabrication of the gown; the definition of jersey knit is: A fabric used predominantly for clothing manufactureIt was originally made of wool, but is now made of wool, cotton, and synthetic fibersA synthetic fiber is a man-made fiber i.epolyesterPolyester is on the inside label of the gown because it is the fabric which gives the garment its characteristics and this is what should be listed according to US CustomsWe work with fabrics at our store every day and our staff is educated in materialsMrs [redacted] ’s assumption of the fabric is incorrect and she clearly does not have an understanding on fabrics, fibers, and U.SCustoms laws and regulations We did not force the [redacted] s to drive to our store and purchase a gown here They purchased here because we offer a great selection and wonderful customer service Mrs [redacted] was offered multiple options and solutions all of which she declined One Enchanted Evening refunded the amount paid by her for alterations that were expertly completed We decline her request for a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12407982, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe only reason I did drive to this dress shop hours away was because of our service we had the previous year. We did not have any alterations done at that time. This visit again we had a wonderful experience all until the repair of the dress. This company does NOT stand behind there dress's and that is very evident when you look at the above pictures of there quality repairs. When a customer has a issue with the merchandise the store should follow through to make the customer satisfied NOT tell the customer if they wanted the dress to look like new they should take it back to Jovani(the manufacture) I am NOT Jovani's customer. I am One Enchanted Evenings customer and it is there responsibility to provide outstanding customer service like they pride themselves in Yes they provided me with options but look at the pictures & I ask, would YOU accept a dress of $looking that way? Would you trust that dress shop to do a quality repair for a second time after the above repair? Would you leave the dress and trust when it is mailed back on the week of the dance that the repair will be outstanding to wear? Would you trust the dress to not get lost in the mail and only have days or so to find another? As you can see in the pictures I provided the back of the dress & the inside was not perfect like One Enchanted Evening stated NOR was it worthy of $ The inside & outside of the dress looks like an amatur seamstress had done the repairsThis is my reason for being upset. Not to mention as you can see in the pictures above this dress was a dress that was discontinued and from Jovani's Homecoming line. These girls are not only getting old dress for top price they are getting ripped off by the quality. I now understand why the dress shop did not call me and discuss the dress ahead of time. They had no option but to repair this dress since it was a year old dress and discontinued. They could not order a new dress nor should they be trying to pass of a damaged/sample dress for top dollar of $to these teenage girls. If they did this to my daughter how many other children have had this done to them but just have not complained and accepted there quality. The store should be ashamed of themselves taking advantage of these children and that is why I had to step in to help my daughter. She is only and does not understand fully and will trust anyone not to take advantage of her. The same as all those other girls that were purchasing dresses from this shop.
Regards,
*** ***
This is in response to *** ** ***’s Better Business Complaint. This customer’s statement is completely false. The customer signed our contract on 2/27/17, stating All Sales are FinalNo CancellationsRefundsExchanges or Store Credit. Our notes attached to this response
show that we called her twice regarding picking up her gown from layaway and paying the balance. She indicated she would be in to pay the balance. We still have the gown in layaway as we have since February 27, 2017, the day she purchased it. She was never told that we sold the gown. This is simply not true. Our Notes from Our Software Added 12/07/03:35:PM:Spoke to her today and she said she would make a payment the week of 12/Still wants dress, wedding is postponed to 09/08/2018***Added 06/02/03:17:PM:LM that balance is dueM.M***Notes for *** *** Please close this complaint without prejudice to One Enchanted Evening as everything this customer is said is untrue. Linda S*One Enchanted Evening*** *** *** ***Zelienople, PA 16063###-###-#######-###-#### (Fax) Your Wedding Gown Experience Is Not Complete Without A Visit To One Enchanted Evening!!!
Complain ID: ***One Enchanted Evening received the above-referenced customer complaint and appreciates the opportunity to respondSpecifically,*** *** complains that she did not receive the appropriate discount towards her dress and was unsatisfied with the cost of alterationsShe
is requesting that One Enchanted Evening refund her for the cost of the dress or for the cost of her alterations that she chose to have done elsewhere.The documentation we have on file for *** *** regarding this complaint shows that the customer's desired settlement is unreasonableMrs*** purchased a mother of the groom dress from our store on 1/24/When she purchased her dress, she was aware of the total cost of the gown and signed off on her receiptDocumentation is attached.Mrs***'s desired settlement is also unreasonable as she was aware that the gown was a discontinued dressA discontinued dress is a style that the manufacturer has decided to stop producingSince these gowns can no longer be special orderedOne Enchanted Evening designates a rack in the store to discontinued styles that customers can buy directly off the rack at a discounted priceAll discontinued dresses are no more than 30% off the original price.When Mrs*** chose to purchase Ivonne D 114Din the color Mocha in a size 14, our consultant Becky explained to Mrs*** that the dress was a discontinued style that could not be ordered in a different size and was 30% off the original price, which would have been approximately $including tax.Becky explained to Mrs*** that when purchasing a discontinued style that is on sale, the customer is purchasing the dress in its current condition and it can have some general wear and tear and flaws from being tried on by customers in the store.Mrs*** understood that the dress was discontinued and asked if the gown could be fixed by a seamstressThe dress fit Mrs*** perfectly but had some minor fraying at the back zipper, some bead work that needed fixed, and the straps needed sewn downBecky explained thatthe gown could be fixed by our seamstress for an additional fee and pricing will vary depending on how much work will be required from the seamstressMrs*** said she loved the dress and agreed to schedule an appointment with our seamstress to have it fixed.Since One Enchanted Evening does not offer returns, refunds, or exchanges due to the specialty nature of our dresses, our consultants are required to thoroughly go over our store policy with every customer at checkoutBecky went over the pricing and details of the purchase with Mrs***Becky explained that the original retail price of the gown was $The dress was on sale for 30% OFFThis deducted $from the original price bringing the total down to $Sales tax on this item is an additional $bringing the final total for Mrs***'s gown to $444.46, Becky had Mrs*** review the pricing and our contractMrs*** signed off on the receipt agreeing to the purchase and the cost of the gown.Mrs*** called One Enchanted Evening the next day on 1/25/17, complaining that Becky did not charge her correctly for the gownBecky explained that she charged Mrs*** correctly and that there was no error in the priceMrs*** expressed to Becky that she was angry and unhappy with what she paid for the gownBecky told Mrs*** that she apologizes that she is unhappy, but she reviewed the entire contract and pricing with her yesterdayMrs*** had no concerns about the price or apprehensions at that time.Mrs*** was still unhappy and wanted something to be doneSince the manufacturer of this dress sets the MSRP price, we are unable to sell the gown at $(the price Mrs*** claims we should have sold the dress to her for)If we sell the gown at this price, One Enchanted Evening could lose the dress line for not abiding by the manufacturer's policy.To resolve the situation and to offer an alternative solution, Becky kindly offered to pay for Mrs***'s hem and to have the straps sewn downMrs*** was satisfied with this agreement and told Becky that she would be in for her alterations appointment on 4/29/Becky wrote in writing that this was their agreement.Mrs***'s gown was left at our shop until the date of her appointmentDuring this time, all the beading was completely fixed by our seamstress, Diane, as well as the fraying at the back zipper.Mrs*** arrived for her scheduled appointment on 4/29/and worked with our seamstress, LynnMrs, *** told Lynn that she lost some weight since January, so the dress may be bigger on her than it initially wasMrs*** tried on the gown and it was about 2-sizes larger on herSince there is more excess fabric for the seamstress to work with, the cost of having the dress altered goes up in priceLynn explained this to Mrs*** and she said she was unhappy that it was going to cost more than she anticipatedMrs*** asked to speak with the store owner during her appointment.Our owner, Linda S***, came in to speak with Mrs, *** about her concernsLinda explained that there is nothing more we can do to help resolve this issueOur consultant already offeredto pay for the straps and the hemSince she lost weight, it is not our responsibility to pay the additional fees associated with having the dress taken in to fit her property.At this point, we felt that Mrs*** was trying to take advantage of our business to get a bigger deal on the dressWe offered her a solution, but it was not enoughThe price our seamstress quoted her was a reasonable priceAlteration pricing varies from seamstress to seamstress and is determined by many different factors such as the seamstresses' years of experience, the quality of her work, and the amount of time required to perform the necessary alterations.Our seamstress Lynn has over years of alterations experienceHer work is seamless and impressiveMrs***'s gown was not going to be a quick alterations job since there was so much fabric - it was going to take time to fix and to fix it wellWe are committed to delivering thorough alteration work that is seamless and done well.Mrs*** was unhappy that we were not willing to offer her any more of a discount on alterationsShe left our store and decided to get alterations done elsewhere.One Enchanted Evening refuses to refund Mrs*** for the cost of the dress when she signed off and agreed to the purchase on 1/24/One Enchanted Evening also refuses to refund Mrs*** for the cost of her alterations when we offered her a solution at our store, but she chose to have her alterations done elsewhere.Pricing varies for all kinds of products and servicesWe understand that customers want to find the best deal out there, but as a business we also need to keep our pricing competitive and fair.We are saddened that this matter has been taken to the Revdex.com after One Enchanted Evening made every attempt to resolve this issue
Complain ID: ***One Enchanted Evening received the above-referenced customer complaint and appreciates the opportunity to respondSpecifically, *** *** complains that she purchased a prom dress under pretenses and is unsatisfied with the alterations completed on her dressShe is
requesting that One Enchanted Evening refund her for the total cost of the prom dress and alteration services.The documentation we have on file for *** *** regarding this complaint shows that the customer's desired settlement is unreasonable as it violates our policy and the contract we had in agreement with *** ***.When *** *** purchased her prom dress from One Enchanted Evening on 2/25/17, she signed and agreed to the following policy and contract:"ALL SALES ARE FINALNO CANCELLATIONS, REFUND, EXCHANGES OR STORE CREDIT.I have thoroughly inspected the merchandise, and I accept it in its current condition.I further understand that my acceptance of these items indicated my agreement that they have been delivered in good condition pursuant to the terms and conditions of the purchase contract previously signedI understand that One Enchanted Evening does not allow exchanges, refunds or credit of merchandise and that all sales are finalIf I am mot the original purchaser, I hereby affirm and represent that I am acting as agent, with prior authorization, for that person when I sign below.If alterations have been performedI thoroughly inspected the alterations, and I am accepting it in its current conditionI agree that I am responsible for any damageI understand there are no refunds, exchanges or credits, and the alterations do not include o warranty, either expressed or implied.I HAVE READ, AGREE, UNDERSTAND, AND ACCEPT THE FOREGOING TERMS AND CONDITIONS."By signing and agreeing to our store policy, *** *** accepted her dress purchase and alterations in its current conditionShe fully understood our store policy and that we do not offer refunds, exchanges, or credits.In many conversations with Mrs***, our prom manager, Lynn M*** made every effort to understand Mrs***'s frustrations and to help resolve the situationMrs*** claimed that the "hem was bad and the bra cups were sticking out of the sides, and the top was puckering.Manager Lynn M*** explained to Mrs*** that alterations are a processIt could take up to 2-alteration visits to get the dress to fit the body the exact way the customer wants it.Manager Lynn M*** explained to Mrs*** that we would be happy to continue making alterations to ***'s dress until she is completely satisfied with the end-result.With Mrs***'s permission, our seamstress fixed the hem, top, and bra cups to the exact way that Mrs*** wanted them to be alteredManager Lynn M*** called Mrs*** to arrange for *** to come in to try on the dress one last time and take it homeIn this phone call, Mrs*** expressed frustration for having to visit One Enchanted Evening again and for us not being able to get *** in sooner for an appointmentDuring our busy prom season, our appointments are limited and we do our best to accommodate everyone.We kindly offered to make special accommodations for Mrs***We offered to set up a personal alterations appointment for *** at our seamstress's alterations shop known as *** *** * *** *** located in *** **.By visiting the seamstress's shop, *** could have an earlier appointment at a time more convenient for her and her motherOur seamstress made several phone calls to Mrs*** to arrange for this appointment, but Mrs*** never returned her phone calls.The alteration work was completed on the gown and was ready for *** to take homeThe dress has never come into ***'s possession because she has refused to pick up the dress from our shop.On 5/10/17, Manager Lynn M*** made one last attempt to get in touch with Mrs*** to pick up the dressMrs*** told our Manager Lynn M*** that she actually purchased another dress elsewhere on 5/9/17, Apparently, *** *** changed her mind and no longer loved the dress she initially purchased at One Enchanted Evening, so they purchased a different gown at another store instead.*** ***'s desired settlement is unreasonable because she did not purchase a dress under pretensesOur seamstress clearly explained exactly how the dress could be altered and performed the necessary alterations.One Enchanted Evening performs thousands of prom alterations a year, and has never not completed alterations in time for a customer's promWe assured Mrs*** and *** *** several times that the work will be complete and ready in time for ***'s dance occurring on 5/24/17.One Enchanted Evening refuses to refund Mrs*** for the cost of the dress and alterations when she clearly understood our policy at the time of purchase.We are saddened that this matter has been taken to the Revdex.com after One Enchanted Evening made every attempt to resolve this issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Attn: [redacted]Re: [redacted] [redacted]Dear Ms. [redacted];I received the reply from Ms. S[redacted] owner of One Enchanted Evening, I would first like to ask for an extension, according to the letter I received on September 16, 2015, you have requested my response within 10 days. If you review the enclosed information the letter Is dated 9/1/2015, however the postmark is 9/14/2015.Ms. S[redacted] has enclosed the emails we have exchanged regarding the matter. These emails acknowledge that we had an agreement for reimbursement. It also acknowledges that she called me on my business line and harassed me about a YELP review that 1 posted. The YELP review Is my right I waited months before receiving the missing piece of my daughter's prom dress and when I did receive, it was the wrong material and color.Ms. S[redacted] agreed to reimburse me for mileage and material purchased, however she was not truthful in her response to Revdex.com. I did not receive the check promised, after my YELP review she withheld payment. I assure you Ms. S[redacted] cannot provide proof that a check was cashed or deposited by me.My main issue is her failure to comply with our agreement because she took my grievance personal Instead of working to resolve professionally,I also have record of the message she left on my work voicemail during work hours, which I will forward via the Revdex.com email. I would have been more than happy to discuss my concerns with Ms. S[redacted] professionally had her approach been tactful and focused on resolve. Depending on the outcome I would have considered removing or updating the post.As much energy as I put into communicating poor service I do the same for excellent service. Ms. S[redacted]'s lack of response and unkindness over the matter is unsatisfactory. Just because the purchase is made does not give someone the right to not fulfil their obligation post purchase. It is now September and I have not received any type of financial resolve for my trouble.Thank you for your time in this matter.
Regards,
[redacted]
Re: [redacted] [redacted]Dear Ms. [redacted]Please accept this letter as a formal reply to Ms. [redacted]’s complaint to you submitted on May 11, 2015.Ms. [redacted] has been paid for the expenses that she deemed One Enchanted Evening was responsible for. As you can see from the attached...
correspondence she emailed us her breakdown of fabric mileage, etc, om April 27th, 2015. On April 29th’ 2015 check number [redacted] was processed and mailed to her for the total she asked for.Please mark this case settled and satisfied and send us a copy of satisfaction for ourrecords.Sincerely,[redacted] PresidentOne Enchanted Evening
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The response by One Enchanted Eve is very disappointing to say the least. First of all I wouldn't think a company would resort to lying. First of all this dress did not fit me perfectly as they stated. I am the same exact weight as I was in January, 2017. I can submit proof from my Doctor if needed. In addition, I have witnesses that were with me to contradict their statement. This would include the sales lady Becky K[redacted].
They said I would have to pay to have the straps fixed, but they would repair the beading--the beading was not fixed nor was the fraying. Also, the dress is not a size 14 its a 16 and this is on the dress itself which I can take a picture of and show you. In addition, as I stated in my original complaint--it was a very busy night and I was not paying attention to the paper Becky told me to sign. When I saw the dress was less than $450.00 I assumed it was 30% off. I did not pay attention to it until I went home. When I brought it to Becky's attention, she said she would pay to have the dress hemmed and the straps fixed for the mix-up. When I arrived at y appointment in April to have the dress taken in and mentioned to the seamstress that Becky was paying for the heming--the seamstress was upset and went upstairs to verify that. When she returned she said OK, but its going to cost you $400 to have it taken in. After speaking with the Owner regarding this outrageous price for taking the dress in, she said to take the dress off, when I did-she put it in a bag and threw it at me and told me to leave. I had no choice but to go to another seamstress. I did not receive what was promised to me and I do not consider a $300.00 difference in cost to have the dress taken in a fair and competitive price. I would be happy to show you a copy of my receipt from the seamstress or any other proof you may need, please supply me with your fax # so I can send it to you.
Regards,
[redacted]
This letter is in response to Mrs. [redacted]'s complaint. One Enchanted Evening is the largest prom shop in the area. Customers travel many miles to shop at our store because we carry the best gown selection and we make it our job to find the perfect gown for our customers so that they feel...
beautiful and happy. As our store policy, if a gown is ticketed at full price; we will mend any beading, hooks and eyes, etc. [redacted] and her daughter came in to pick-up the dress after alterations. Krista, our Bridal Manager was called upstairs to take a look at [redacted] in her dress once she had tried it on. [redacted] made it very clear by facial expression and her tone of voice that she was unhappy with the seam by the zipper. [redacted] turned around so we could see what [redacted] was talking about. The seam by the zipper was not unlike any of the same type gowns we have here in the store. [redacted] kept saying that when you take the dress off you can see a pucker. Krista told the customer that we would take the dress downstairs to our mending area and redo the seam. We did and [redacted] still was not happy. Since she was still not satisfied, we told her one of our seamstresses lives very close to the store and has an alterations shop. If she preferred, we told her we could take it to our other seamstress so that way she could look at the dress and see if anything more can be done to fix [redacted]'s concern. After being repaired, we offered to ship the dress to her at no charge using UPS. She refused this offer saying that it could get lost in the mail and then they would not have a dress. We explained to her that we use UPS every day and we would be able to provide her with a tracking number and be able to monitor the package until it was received at their door. This solution was not accepted either. Again, when it was on [redacted] the fabric had tension from her body and the “pucker” disappeared. [redacted] herself said it looked fine and that it was okay to take. [redacted] was raising her voice and being very unreasonable. Finally, we asked [redacted] what she wanted, she had said that she (not [redacted]) had paid a lot of money for this dress and we should discount the dress because it wasn't wearable. This was an unreasonable request because the Jovani gown looked fabulous and the beading was perfect. We offered to refund the cost of altering the neck of the gown, $35 plus tax. She still was not happy but accepted the refund. In addition, we agree that [redacted] was upset. But she was upset because of her mother’s behavior and clearly very embarrassed by it. She apologized to our employees for her mother’s behavior as they left. Also, regarding our employees not "having a clue" on the fabrication of the gown; the definition of jersey knit is: A fabric used predominantly for clothing manufacture. It was originally made of wool, but is now made of wool, cotton, and synthetic fibers. A synthetic fiber is a man-made fiber i.e. polyester. Polyester is on the inside label of the gown because it is the fabric which gives the garment its characteristics and this is what should be listed according to US Customs. We work with fabrics at our store every day and our staff is educated in materials. Mrs. [redacted]’s assumption of the fabric is incorrect and she clearly does not have an understanding on fabrics, fibers, and U.S. Customs laws and regulations. We did not force the [redacted]s to drive to our store and purchase a gown here. They purchased here because we offer a great selection and wonderful customer service. Mrs. [redacted] was offered multiple options and solutions all of which she declined. One Enchanted Evening refunded the amount paid by her for alterations that were expertly completed. We decline her request for a refund.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [The response by One Enchanted Eve is very disappointing to say the least First of all I wouldn't think a company would resort to lying First of all this dress did not fit me perfectly as they stated I am the same exact weight as I was in January, I can submit proof from my Doctor if needed In addition, I have witnesses that were with me to contradict their statementThis would include the sales lady Becky K*** They said I would have to pay to have the straps fixed, but they would repair the beading--the beading was not fixed nor was the fraying Also, the dress is not a size its a and this is on the dress itself which I can take a picture of and show you In addition, as I stated in my original complaint--it was a very busy night and I was not paying attention to the paper Becky told me to sign When I saw the dress was less than $I assumed it was 30% off I did not pay attention to it until I went home When I brought it to Becky's attention, she said she would pay to have the dress hemmed and the straps fixed for the mix-up When I arrived at y appointment in April to have the dress taken in and mentioned to the seamstress that Becky was paying for the heming--the seamstress was upset and went upstairs to verify that When she returned she said OK, but its going to cost you $to have it taken in After speaking with the Owner regarding this outrageous price for taking the dress in, she said to take the dress off, when I did-she put it in a bag and threw it at me and told me to leave I had no choice but to go to another seamstress I did not receive what was promised to me and I do not consider a $difference in cost to have the dress taken in a fair and competitive priceI would be happy to show you a copy of my receipt from the seamstress or any other proof you may need, please supply me with your fax # so I can send it to you Regards, [redacted] ***
This letter is in response to Mrs [redacted] 's complaint One Enchanted Evening is the largest prom shop in the areaCustomers travel many miles to shop at our store because we carry the best gown selection and we make it our job to find the perfect gown for our customers so that they feel beautiful and happy As our store policy, if a gown is ticketed at full price; we will mend any beading, hooks and eyes, etc [redacted] and her daughter came in to pithe dress after alterations Krista, our Bridal Manager was called upstairs to take a look at [redacted] in her dress once she had tried it on*** made it very clear by facial expression and her tone of voice that she was unhappy with the seam by the zipper [redacted] turned around so we could see what *** was talking about The seam by the zipper was not unlike any of the same type gowns we have here in the store *** kept saying that when you take the dress off you can see a pucker Krista told the customer that we would take the dress downstairs to our mending area and redo the seam We did and *** still was not happy Since she was still not satisfied, we told her one of our seamstresses lives very close to the store and has an alterations shopIf she preferred, we told her we could take it to our other seamstress so that way she could look at the dress and see if anything more can be done to fix ***'s concernAfter being repaired, we offered to ship the dress to her at no charge using UPS She refused this offer saying that it could get lost in the mail and then they would not have a dress We explained to her that we use UPS every day and we would be able to provide her with a tracking number and be able to monitor the package until it was received at their door This solution was not accepted either Again, when it was on [redacted] the fabric had tension from her body and the “pucker” disappeared [redacted] herself said it looked fine and that it was okay to take [redacted] was raising her voice and being very unreasonable Finally, we asked [redacted] what she wanted, she had said that she (not [redacted] ) had paid a lot of money for this dress and we should discount the dress because it wasn't wearableThis was an unreasonable request because the Jovani gown looked fabulous and the beading was perfectWe offered to refund the cost of altering the neck of the gown, $plus tax She still was not happy but accepted the refund In addition, we agree that [redacted] was upsetBut she was upset because of her mother’s behavior and clearly very embarrassed by it She apologized to our employees for her mother’s behavior as they left Also, regarding our employees not "having a clue" on the fabrication of the gown; the definition of jersey knit is: A fabric used predominantly for clothing manufactureIt was originally made of wool, but is now made of wool, cotton, and synthetic fibersA synthetic fiber is a man-made fiber i.epolyesterPolyester is on the inside label of the gown because it is the fabric which gives the garment its characteristics and this is what should be listed according to US CustomsWe work with fabrics at our store every day and our staff is educated in materialsMrs [redacted] ’s assumption of the fabric is incorrect and she clearly does not have an understanding on fabrics, fibers, and U.SCustoms laws and regulations We did not force the [redacted] s to drive to our store and purchase a gown here They purchased here because we offer a great selection and wonderful customer service Mrs [redacted] was offered multiple options and solutions all of which she declined One Enchanted Evening refunded the amount paid by her for alterations that were expertly completed We decline her request for a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12407982, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe only reason I did drive to this dress shop hours away was because of our service we had the previous year. We did not have any alterations done at that time. This visit again we had a wonderful experience all until the repair of the dress. This company does NOT stand behind there dress's and that is very evident when you look at the above pictures of there quality repairs. When a customer has a issue with the merchandise the store should follow through to make the customer satisfied NOT tell the customer if they wanted the dress to look like new they should take it back to Jovani(the manufacture) I am NOT Jovani's customer. I am One Enchanted Evenings customer and it is there responsibility to provide outstanding customer service like they pride themselves in Yes they provided me with options but look at the pictures & I ask, would YOU accept a dress of $looking that way? Would you trust that dress shop to do a quality repair for a second time after the above repair? Would you leave the dress and trust when it is mailed back on the week of the dance that the repair will be outstanding to wear? Would you trust the dress to not get lost in the mail and only have days or so to find another? As you can see in the pictures I provided the back of the dress & the inside was not perfect like One Enchanted Evening stated NOR was it worthy of $ The inside & outside of the dress looks like an amatur seamstress had done the repairsThis is my reason for being upset. Not to mention as you can see in the pictures above this dress was a dress that was discontinued and from Jovani's Homecoming line. These girls are not only getting old dress for top price they are getting ripped off by the quality. I now understand why the dress shop did not call me and discuss the dress ahead of time. They had no option but to repair this dress since it was a year old dress and discontinued. They could not order a new dress nor should they be trying to pass of a damaged/sample dress for top dollar of $to these teenage girls. If they did this to my daughter how many other children have had this done to them but just have not complained and accepted there quality. The store should be ashamed of themselves taking advantage of these children and that is why I had to step in to help my daughter. She is only and does not understand fully and will trust anyone not to take advantage of her. The same as all those other girls that were purchasing dresses from this shop.
Regards,
*** ***
This is in response to *** ** ***’s Better Business Complaint. This customer’s statement is completely false. The customer signed our contract on 2/27/17, stating All Sales are FinalNo CancellationsRefundsExchanges or Store Credit. Our notes attached to this response
*One Enchanted Evening*** *** *** ***Zelienople, PA 16063###-###-#######-###-#### (Fax) Your Wedding Gown Experience Is Not Complete Without A Visit To One Enchanted Evening!!!
show that we called her twice regarding picking up her gown from layaway and paying the balance. She indicated she would be in to pay the balance. We still have the gown in layaway as we have since February 27, 2017, the day she purchased it. She was never told that we sold the gown. This is simply not true. Our Notes from Our Software Added 12/07/03:35:PM:Spoke to her today and she said she would make a payment the week of 12/Still wants dress, wedding is postponed to 09/08/2018***Added 06/02/03:17:PM:LM that balance is dueM.M***Notes for *** *** Please close this complaint without prejudice to One Enchanted Evening as everything this customer is said is untrue. Linda S
Complain ID: ***One Enchanted Evening received the above-referenced customer complaint and appreciates the opportunity to respondSpecifically,*** *** complains that she did not receive the appropriate discount towards her dress and was unsatisfied with the cost of alterationsShe
is requesting that One Enchanted Evening refund her for the cost of the dress or for the cost of her alterations that she chose to have done elsewhere.The documentation we have on file for *** *** regarding this complaint shows that the customer's desired settlement is unreasonableMrs*** purchased a mother of the groom dress from our store on 1/24/When she purchased her dress, she was aware of the total cost of the gown and signed off on her receiptDocumentation is attached.Mrs***'s desired settlement is also unreasonable as she was aware that the gown was a discontinued dressA discontinued dress is a style that the manufacturer has decided to stop producingSince these gowns can no longer be special orderedOne Enchanted Evening designates a rack in the store to discontinued styles that customers can buy directly off the rack at a discounted priceAll discontinued dresses are no more than 30% off the original price.When Mrs*** chose to purchase Ivonne D 114Din the color Mocha in a size 14, our consultant Becky explained to Mrs*** that the dress was a discontinued style that could not be ordered in a different size and was 30% off the original price, which would have been approximately $including tax.Becky explained to Mrs*** that when purchasing a discontinued style that is on sale, the customer is purchasing the dress in its current condition and it can have some general wear and tear and flaws from being tried on by customers in the store.Mrs*** understood that the dress was discontinued and asked if the gown could be fixed by a seamstressThe dress fit Mrs*** perfectly but had some minor fraying at the back zipper, some bead work that needed fixed, and the straps needed sewn downBecky explained thatthe gown could be fixed by our seamstress for an additional fee and pricing will vary depending on how much work will be required from the seamstressMrs*** said she loved the dress and agreed to schedule an appointment with our seamstress to have it fixed.Since One Enchanted Evening does not offer returns, refunds, or exchanges due to the specialty nature of our dresses, our consultants are required to thoroughly go over our store policy with every customer at checkoutBecky went over the pricing and details of the purchase with Mrs***Becky explained that the original retail price of the gown was $The dress was on sale for 30% OFFThis deducted $from the original price bringing the total down to $Sales tax on this item is an additional $bringing the final total for Mrs***'s gown to $444.46, Becky had Mrs*** review the pricing and our contractMrs*** signed off on the receipt agreeing to the purchase and the cost of the gown.Mrs*** called One Enchanted Evening the next day on 1/25/17, complaining that Becky did not charge her correctly for the gownBecky explained that she charged Mrs*** correctly and that there was no error in the priceMrs*** expressed to Becky that she was angry and unhappy with what she paid for the gownBecky told Mrs*** that she apologizes that she is unhappy, but she reviewed the entire contract and pricing with her yesterdayMrs*** had no concerns about the price or apprehensions at that time.Mrs*** was still unhappy and wanted something to be doneSince the manufacturer of this dress sets the MSRP price, we are unable to sell the gown at $(the price Mrs*** claims we should have sold the dress to her for)If we sell the gown at this price, One Enchanted Evening could lose the dress line for not abiding by the manufacturer's policy.To resolve the situation and to offer an alternative solution, Becky kindly offered to pay for Mrs***'s hem and to have the straps sewn downMrs*** was satisfied with this agreement and told Becky that she would be in for her alterations appointment on 4/29/Becky wrote in writing that this was their agreement.Mrs***'s gown was left at our shop until the date of her appointmentDuring this time, all the beading was completely fixed by our seamstress, Diane, as well as the fraying at the back zipper.Mrs*** arrived for her scheduled appointment on 4/29/and worked with our seamstress, LynnMrs, *** told Lynn that she lost some weight since January, so the dress may be bigger on her than it initially wasMrs*** tried on the gown and it was about 2-sizes larger on herSince there is more excess fabric for the seamstress to work with, the cost of having the dress altered goes up in priceLynn explained this to Mrs*** and she said she was unhappy that it was going to cost more than she anticipatedMrs*** asked to speak with the store owner during her appointment.Our owner, Linda S***, came in to speak with Mrs, *** about her concernsLinda explained that there is nothing more we can do to help resolve this issueOur consultant already offeredto pay for the straps and the hemSince she lost weight, it is not our responsibility to pay the additional fees associated with having the dress taken in to fit her property.At this point, we felt that Mrs*** was trying to take advantage of our business to get a bigger deal on the dressWe offered her a solution, but it was not enoughThe price our seamstress quoted her was a reasonable priceAlteration pricing varies from seamstress to seamstress and is determined by many different factors such as the seamstresses' years of experience, the quality of her work, and the amount of time required to perform the necessary alterations.Our seamstress Lynn has over years of alterations experienceHer work is seamless and impressiveMrs***'s gown was not going to be a quick alterations job since there was so much fabric - it was going to take time to fix and to fix it wellWe are committed to delivering thorough alteration work that is seamless and done well.Mrs*** was unhappy that we were not willing to offer her any more of a discount on alterationsShe left our store and decided to get alterations done elsewhere.One Enchanted Evening refuses to refund Mrs*** for the cost of the dress when she signed off and agreed to the purchase on 1/24/One Enchanted Evening also refuses to refund Mrs*** for the cost of her alterations when we offered her a solution at our store, but she chose to have her alterations done elsewhere.Pricing varies for all kinds of products and servicesWe understand that customers want to find the best deal out there, but as a business we also need to keep our pricing competitive and fair.We are saddened that this matter has been taken to the Revdex.com after One Enchanted Evening made every attempt to resolve this issue
Complain ID: ***One Enchanted Evening received the above-referenced customer complaint and appreciates the opportunity to respondSpecifically, *** *** complains that she purchased a prom dress under pretenses and is unsatisfied with the alterations completed on her dressShe is
requesting that One Enchanted Evening refund her for the total cost of the prom dress and alteration services.The documentation we have on file for *** *** regarding this complaint shows that the customer's desired settlement is unreasonable as it violates our policy and the contract we had in agreement with *** ***.When *** *** purchased her prom dress from One Enchanted Evening on 2/25/17, she signed and agreed to the following policy and contract:"ALL SALES ARE FINALNO CANCELLATIONS, REFUND, EXCHANGES OR STORE CREDIT.I have thoroughly inspected the merchandise, and I accept it in its current condition.I further understand that my acceptance of these items indicated my agreement that they have been delivered in good condition pursuant to the terms and conditions of the purchase contract previously signedI understand that One Enchanted Evening does not allow exchanges, refunds or credit of merchandise and that all sales are finalIf I am mot the original purchaser, I hereby affirm and represent that I am acting as agent, with prior authorization, for that person when I sign below.If alterations have been performedI thoroughly inspected the alterations, and I am accepting it in its current conditionI agree that I am responsible for any damageI understand there are no refunds, exchanges or credits, and the alterations do not include o warranty, either expressed or implied.I HAVE READ, AGREE, UNDERSTAND, AND ACCEPT THE FOREGOING TERMS AND CONDITIONS."By signing and agreeing to our store policy, *** *** accepted her dress purchase and alterations in its current conditionShe fully understood our store policy and that we do not offer refunds, exchanges, or credits.In many conversations with Mrs***, our prom manager, Lynn M*** made every effort to understand Mrs***'s frustrations and to help resolve the situationMrs*** claimed that the "hem was bad and the bra cups were sticking out of the sides, and the top was puckering.Manager Lynn M*** explained to Mrs*** that alterations are a processIt could take up to 2-alteration visits to get the dress to fit the body the exact way the customer wants it.Manager Lynn M*** explained to Mrs*** that we would be happy to continue making alterations to ***'s dress until she is completely satisfied with the end-result.With Mrs***'s permission, our seamstress fixed the hem, top, and bra cups to the exact way that Mrs*** wanted them to be alteredManager Lynn M*** called Mrs*** to arrange for *** to come in to try on the dress one last time and take it homeIn this phone call, Mrs*** expressed frustration for having to visit One Enchanted Evening again and for us not being able to get *** in sooner for an appointmentDuring our busy prom season, our appointments are limited and we do our best to accommodate everyone.We kindly offered to make special accommodations for Mrs***We offered to set up a personal alterations appointment for *** at our seamstress's alterations shop known as *** *** * *** *** located in *** **.By visiting the seamstress's shop, *** could have an earlier appointment at a time more convenient for her and her motherOur seamstress made several phone calls to Mrs*** to arrange for this appointment, but Mrs*** never returned her phone calls.The alteration work was completed on the gown and was ready for *** to take homeThe dress has never come into ***'s possession because she has refused to pick up the dress from our shop.On 5/10/17, Manager Lynn M*** made one last attempt to get in touch with Mrs*** to pick up the dressMrs*** told our Manager Lynn M*** that she actually purchased another dress elsewhere on 5/9/17, Apparently, *** *** changed her mind and no longer loved the dress she initially purchased at One Enchanted Evening, so they purchased a different gown at another store instead.*** ***'s desired settlement is unreasonable because she did not purchase a dress under pretensesOur seamstress clearly explained exactly how the dress could be altered and performed the necessary alterations.One Enchanted Evening performs thousands of prom alterations a year, and has never not completed alterations in time for a customer's promWe assured Mrs*** and *** *** several times that the work will be complete and ready in time for ***'s dance occurring on 5/24/17.One Enchanted Evening refuses to refund Mrs*** for the cost of the dress and alterations when she clearly understood our policy at the time of purchase.We are saddened that this matter has been taken to the Revdex.com after One Enchanted Evening made every attempt to resolve this issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Attn: [redacted]Re: [redacted] [redacted]Dear Ms. [redacted];I received the reply from Ms. S[redacted] owner of One Enchanted Evening, I would first like to ask for an extension, according to the letter I received on September 16, 2015, you have requested my response within 10 days. If you review the enclosed information the letter Is dated 9/1/2015, however the postmark is 9/14/2015.Ms. S[redacted] has enclosed the emails we have exchanged regarding the matter. These emails acknowledge that we had an agreement for reimbursement. It also acknowledges that she called me on my business line and harassed me about a YELP review that 1 posted. The YELP review Is my right I waited months before receiving the missing piece of my daughter's prom dress and when I did receive, it was the wrong material and color.Ms. S[redacted] agreed to reimburse me for mileage and material purchased, however she was not truthful in her response to Revdex.com. I did not receive the check promised, after my YELP review she withheld payment. I assure you Ms. S[redacted] cannot provide proof that a check was cashed or deposited by me.My main issue is her failure to comply with our agreement because she took my grievance personal Instead of working to resolve professionally,I also have record of the message she left on my work voicemail during work hours, which I will forward via the Revdex.com email. I would have been more than happy to discuss my concerns with Ms. S[redacted] professionally had her approach been tactful and focused on resolve. Depending on the outcome I would have considered removing or updating the post.As much energy as I put into communicating poor service I do the same for excellent service. Ms. S[redacted]'s lack of response and unkindness over the matter is unsatisfactory. Just because the purchase is made does not give someone the right to not fulfil their obligation post purchase. It is now September and I have not received any type of financial resolve for my trouble.Thank you for your time in this matter.
Regards,
[redacted]
Re: [redacted] [redacted]Dear Ms. [redacted]Please accept this letter as a formal reply to Ms. [redacted]’s complaint to you submitted on May 11, 2015.Ms. [redacted] has been paid for the expenses that she deemed One Enchanted Evening was responsible for. As you can see from the attached...
correspondence she emailed us her breakdown of fabric mileage, etc, om April 27th, 2015. On April 29th’ 2015 check number [redacted] was processed and mailed to her for the total she asked for.Please mark this case settled and satisfied and send us a copy of satisfaction for ourrecords.Sincerely,[redacted] PresidentOne Enchanted Evening
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The response by One Enchanted Eve is very disappointing to say the least. First of all I wouldn't think a company would resort to lying. First of all this dress did not fit me perfectly as they stated. I am the same exact weight as I was in January, 2017. I can submit proof from my Doctor if needed. In addition, I have witnesses that were with me to contradict their statement. This would include the sales lady Becky K[redacted].
They said I would have to pay to have the straps fixed, but they would repair the beading--the beading was not fixed nor was the fraying. Also, the dress is not a size 14 its a 16 and this is on the dress itself which I can take a picture of and show you. In addition, as I stated in my original complaint--it was a very busy night and I was not paying attention to the paper Becky told me to sign. When I saw the dress was less than $450.00 I assumed it was 30% off. I did not pay attention to it until I went home. When I brought it to Becky's attention, she said she would pay to have the dress hemmed and the straps fixed for the mix-up. When I arrived at y appointment in April to have the dress taken in and mentioned to the seamstress that Becky was paying for the heming--the seamstress was upset and went upstairs to verify that. When she returned she said OK, but its going to cost you $400 to have it taken in. After speaking with the Owner regarding this outrageous price for taking the dress in, she said to take the dress off, when I did-she put it in a bag and threw it at me and told me to leave. I had no choice but to go to another seamstress. I did not receive what was promised to me and I do not consider a $300.00 difference in cost to have the dress taken in a fair and competitive price. I would be happy to show you a copy of my receipt from the seamstress or any other proof you may need, please supply me with your fax # so I can send it to you.
Regards,
[redacted]
This letter is in response to Mrs. [redacted]'s complaint. One Enchanted Evening is the largest prom shop in the area. Customers travel many miles to shop at our store because we carry the best gown selection and we make it our job to find the perfect gown for our customers so that they feel...
beautiful and happy. As our store policy, if a gown is ticketed at full price; we will mend any beading, hooks and eyes, etc. [redacted] and her daughter came in to pick-up the dress after alterations. Krista, our Bridal Manager was called upstairs to take a look at [redacted] in her dress once she had tried it on. [redacted] made it very clear by facial expression and her tone of voice that she was unhappy with the seam by the zipper. [redacted] turned around so we could see what [redacted] was talking about. The seam by the zipper was not unlike any of the same type gowns we have here in the store. [redacted] kept saying that when you take the dress off you can see a pucker. Krista told the customer that we would take the dress downstairs to our mending area and redo the seam. We did and [redacted] still was not happy. Since she was still not satisfied, we told her one of our seamstresses lives very close to the store and has an alterations shop. If she preferred, we told her we could take it to our other seamstress so that way she could look at the dress and see if anything more can be done to fix [redacted]'s concern. After being repaired, we offered to ship the dress to her at no charge using UPS. She refused this offer saying that it could get lost in the mail and then they would not have a dress. We explained to her that we use UPS every day and we would be able to provide her with a tracking number and be able to monitor the package until it was received at their door. This solution was not accepted either. Again, when it was on [redacted] the fabric had tension from her body and the “pucker” disappeared. [redacted] herself said it looked fine and that it was okay to take. [redacted] was raising her voice and being very unreasonable. Finally, we asked [redacted] what she wanted, she had said that she (not [redacted]) had paid a lot of money for this dress and we should discount the dress because it wasn't wearable. This was an unreasonable request because the Jovani gown looked fabulous and the beading was perfect. We offered to refund the cost of altering the neck of the gown, $35 plus tax. She still was not happy but accepted the refund. In addition, we agree that [redacted] was upset. But she was upset because of her mother’s behavior and clearly very embarrassed by it. She apologized to our employees for her mother’s behavior as they left. Also, regarding our employees not "having a clue" on the fabrication of the gown; the definition of jersey knit is: A fabric used predominantly for clothing manufacture. It was originally made of wool, but is now made of wool, cotton, and synthetic fibers. A synthetic fiber is a man-made fiber i.e. polyester. Polyester is on the inside label of the gown because it is the fabric which gives the garment its characteristics and this is what should be listed according to US Customs. We work with fabrics at our store every day and our staff is educated in materials. Mrs. [redacted]’s assumption of the fabric is incorrect and she clearly does not have an understanding on fabrics, fibers, and U.S. Customs laws and regulations. We did not force the [redacted]s to drive to our store and purchase a gown here. They purchased here because we offer a great selection and wonderful customer service. Mrs. [redacted] was offered multiple options and solutions all of which she declined. One Enchanted Evening refunded the amount paid by her for alterations that were expertly completed. We decline her request for a refund.