Prom Girl

Ms. [redacted] placed an order on our company website on June 10, 2015. The order was immediately processed and shipped directly to the provided address via UPS. The UPS package tracking for the package shows merchandise was delivered on June 12, 2015. We were then contacted by Ms. [redacted] on July 6,...

2015 stating she had returned the merchandise and wanting a refund. Our customer service representatives requested Ms. [redacted] provide the return tracking information for the package, for nothing was showing received at our warehouse. As a courtesy we checked all stock at our warehouse in the meantime and still have found no unaccounted for returned merchandise. Our customer service representatives have repeatedly explained that if returned merchandise was returned via United States Post Office as stated by Ms. [redacted], a new tracking number would have been issued and noted on the receipt she received when paying to returned the merchandise. Ms. [redacted] has advised our customer service that it was returned via the original label that was on the package, which is a UPS label and would not be accepted by the post office, nor does it show any refusal information, as it would if it had been returned via UPS. In order for us to further investigate this matter, we need to obtain the correct return tracking information for the package because nothing has been received at our return warehouse to date. Please find attached a copy of the customer's original order complete with all customer service notes and a copy of the UPS package tracking showing merchandise was delivered on June 12th and no further information was logged under this tracking number for this label. Please provide the return tracking as soon as possible so we can investigate with the appropriate courier.Best Regards,[redacted]Order Services Manager

[redacted] placed an order on our company website on April 16, 2014 at 8:22PM EST, selecting UPS 2nd day shipping. The order was processed as scheduled and shipped the following day, for it had missed our 10AM cut-off for same day shipping. The UPS package tracking shows it was delivered on the...

2nd business day and in time for [redacted]'s given event date. We were then contacted by [redacted] on April 18, 2014 in regards to the scheduled delivery date. Our customer service representative explained that UPS does not count the date of pick-up and only operates on business days, so it was delivered as promised, on the 2nd business day. However, we have made an exception and have processed a refund in the amount of $22.00 for the shipping cost on the order as a courtesy. [redacted] should see these funds returned to the PayPal account used to place the order. 
If you have any further question in regards to this order, please feel free to contact me directly.
Best Regards,
[redacted]

Ms. [redacted] placed an order with our customer service representative on May 22, 2015. Prior to submitting the order for placement all information enter was read back to customer for confirmation, as that is our company policy. Once verified the order was submitted by our customer service...

representative for processing and shipping and Ms. [redacted] was immediately issued a order confirmation with all the details of the recent order placed. UPS package tracking shows merchandise was delivered and signed for on May 27, 2015. We were then contacted by Ms. [redacted] on May 28th, 2015 stating shipping address on the order was incorrect. Our customer service representatives explained merchandise had already been shipped and delivered, so we would need to contact UPS and start an investigation in regards to this package. Upon contacting UPS to start package investigation, we were advised that package was signed for by an adult at the provided address with last name [redacted], therefore UPS would not start investigate for delivery confirmation was onfile. We contacted Ms. [redacted] and provided this information, she then became upset with our customer service and provided a different shipping address, stating that merchandise should have been sent to this updated address. Upon researching our customer service agents were not able to verify the new provided address as valid. Ms. [redacted] then provided a third address, one of her sister stating this is where the merchandise was suppose to be shipped. We contacted UPS several more times in an effort to open an investigation for Ms. [redacted] continued to express frustrations with the situation. However, UPS repeatedly informed our customer service and managers that the signature on file match all other signatures onfile for [redacted] and original address provided is where merchandise had been delivered. Unfortunately we were not able to open an investigation into this package for it was delivered to the original address provided by Ms. [redacted] when placing her order. Our records do not indicate Ms. [redacted] ever requested contact information for our company CEO, or she would have been directed to send any correspondence she felt necessary to our primary office; 1[redacted]. Our records further indicate Ms. [redacted] disputed these charges with her credit card company on June 25th and then re-disputed again on September 11, 2015. At which time, we provided her credit card issuing bank with all information we had in regards to this order and shipment and the case was closed in our favor. We are truly very sorry for any frustrations Ms. [redacted] may have in regards to this transaction, but our records, and those of UPS conclude merchandise was shipped to address originally provided at time of order and package was signed for at said location by [redacted]. 
Please find attached a copy of the customer's original order complete with all customer service representative notes, and a copy of the UPS package tracking for merchandise.
 
Best Regards,
 
[redacted]
Order Services Manager
PromGirl LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,

Ms. [redacted] placed an order on our company website on February 28, 2015. The order was immediately processed and shipped directly to card holders' address, UPS package tracking shows merchandise was delivered on March 5, 2015 under UPS package tracking number: [redacted]. When placing...

the order Ms. [redacted] provided a wear date of May 9, 2015 for a senior prom. We did not receive any further communication from Ms. [redacted] until June 11, 2015, over a month after the stated event date and 3 weeks beyond the agreed upon company return policy as explained in the accepted Terms and Conditions. At that time Ms. [redacted] informed our customer service that the dress was falling apart causing her to not attend the event. Our customer service agents explained that it was beyond the allowed return time and given event date so a return authorization date would not granted without further research and manager approval. Upon checking social media accounts, we were indeed able to locate photos of Ms. [redacted] wearing the dress at the event. Our customer service representatives responded to Ms. [redacted] explaining the situation and that we can not accept returns on worn merchandise, but did offer to refund a portion of the cost as a courtesy to the customer. At that time we requested pictures of the damaged area and offered to refund 10% of the dress cost, but Ms. [redacted] declined the offer, stating she believed it should be more for she had to pay more to have the dress repaired. Our customer service representatives then requested a copy of the receipt for the repairs and did agrees to refund for those charges. A refund in the amount of $79.60 on June 18, 2015 for 20% off cost of dress while we awaited receipt of the cost of repairs. This refund was issued through our secure system that does not store any customer credit card information and thoroughly complies with all regulations. The refunds are issued per credit card transaction ID via our processing center. Upon receipt of the dry cleaners receipt for repairs on July 8, 2015 the additional refund in the amount of $25.40 was issued as balance owed. At this time Ms. [redacted] has been refunded in the total amount of $105.00, which she has proven were the costs for repairs to the dress. Therefore no further credit is due. I have also attached a copy of the customer's original order, complete with all customer services notes and email correspondence as well. If anything further is needed in regards to this matter, please feel free to contact us.Best Regards,[redacted]
[redacted]
[redacted]

I loved my dress! It looked slightly different than the picture but it came the night that it said it would.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
 
Regards,

Our records indicate Ms. [redacted] placed an order on our company website on April 13, 2015. It was processed immediately and shipped directly to provided address. We were then contacted by Ms. [redacted] on April 15, 2015 reporting a merchandise received was damaged. Our customer service agents issued a...

return authorization and returned Ms. [redacted]'s call the following day explaining return for replacement procedure. On April 16, 2015 the request for a replacement was issued and our records indicate a replacement is shipping today, April 17, 2015, under UPS package tracking number: [redacted]. We have also upgraded Ms. [redacted]'s shipping to UPS Overnight as a courtesy in regards to this matter. Our customer service representatives attempted to contact Ms. [redacted] today to pass this information along but the phone number provided when placing the order has a voicemail that is full and we were not able to leave a message. The replacement dress again is shipping today with UPS Overnight delivery and should be delivered on the next business day, Monday, April 20, 2015.If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.Best Regards,[redacted]Order Services Manager

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.
I understand that the business believes that this is a resolution, but crediting me back $75 for a defective product that they sold me, in which I was unable to use after paying them $179.00 total after their costly shipping fees, is absolutely unacceptable. Their $75 does not cover the expenses for their defective product, and it doesn't cover the added expenses I endured because I was lead to believe I could trust their products and their company. I am not asking them to reimburse me for my unused ticket to the military ball, I am not asking for a reimbursement for the alteration I had done, or any type of reimbursement for all my time that was wasted dealing with their defective product and their poor company standards. I just want a full refund for the dress and the shipping fees that I paid. Their item was defective. I have done nothing wrong. I am not trying to get the best of anyone. I feel like at this point they are getting away with stealing my money because they are refusing to give me a refund and telling me that they cannot give me a full refund because the dress has been hemmed. They shouldn't be reselling this item to another person anyway! They sell dresses for specific special occasions. My special occasion has passed. Having a defective dress will never be useful to me even if it were to get fixed. If a person were to buy a defective prom dress for her senior prom and could not wear it, you can't just tell them that you will fix it for them and they can wear it some other time. This issue cannot be treated as if the defective product was an everyday household item. I just want my money back. It should not be this hard. Please help me.

Ms. [redacted] placed an order on our company website Friday, September 25th at 11:53PM for a dress that stated; "Future Stock: October 1, 2015." The order was immediately processed and her piece was confirmed from our stock scheduled to arrived from the designer on October 1st. However, in the meantime...

on September 28, 2015 Ms. [redacted] contacted our customer service requesting to cancel the order. Our customer service representative advised that per the agreed upon company Terms and Conditions, once an order is placed we can not cancel or alter for we have already purchased from the designer and are awaiting arrival of the special order merchandise. Ms. [redacted] became upset with our customer service and explained that she believed selecting the upgraded shipping method would have ensure a quicker arrival. Our customer service did advise that it selecting this shipping, would indeed secure the quickest possible arrival of the piece once available for shipping on October 1st as stating on the website, and throughout the checkout process. Ms. [redacted] then advised our customer service that she would just contact the Revdex.com and hung up on our agent. We have as a courtesy in regards to this matter contacted the designer and cancelled the order. Ms. [redacted] has been refund in full to the PayPal account used to place this order.Best Regards, [redacted]Order Services Manager

Order
BACKGROUND-COLOR: rgb(255,255,255)">3641117 was placed on 4/24/16 for a dress that stated “Due to Ship: May 2, 2016” at the time of ordering. Items marked as "Due to Ship" need to be specially ordered from the manufacturer and are not in stock at our warehouse. Based on the latest update from the designer, this item should be available to ship on the date provided. Unfortunately there was a delay in shipping so we contacted the designer to upgrade the shipping on us. When contacted, the designer stated there was another delay and the dress could not be shipped until 5/18. The customer was contacted and we let them know they can cancel the order and be refunded in full back to the payment method used, or they can accept the ship date with upgraded shipping at our cost. They would not be left with store credit and we apologize for any confusion. The customer has been contacted with this information to further clarify. If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.
Best Regards,
Customer Relations Team Leader

[redacted] placed order 3579726 on 3/29/16 on for two dresses and the items were received on 3/31....

Unfortunately we did not receive any contact for a return authorization number and it was not created on our site either.  Once requested the return authorization number would have arrived to the email address on the order. Our full return policy is located on our “Returns” page and also in the Terms and Conditions agreed to at the time of the order. As a one time exception we have created the return authorization numbers for these two styles and they were provided to the customer by email.
Order 3581336 was placed on 3/30/16 for one dress that was “Final Sale- No Returns” and it will state “This item is final sale and cannot be returned or exchanged.” on the dress page.  This information will also be shown throughout the checkout process and in the confirmation email. Unfortunately we are not able to accept the return of this dress as has been discontinued from our site.
The customer has now been contacted with this information. If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.
Best Regards,
[redacted]
Customer Relations Team Leader

Order 3780276
Calibri">was placed on 9/18 and received by the customer, [redacted], on 9/26.  As stated in our return policy, the customer will have 7 days to obtain a return authorization number to send the dress back to us. Our full return policy is located on our “Returns” page and also in the Terms and Conditions agreed to at the time of the order.  When we were contacted on 10/12 the request for a return was denied because it was after the policy time frame and also the event date listed in the order. As a one time exception we will be reaching out to the customer with an agreement to look into taking the dress back as a return. If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.
Best Regards,
[redacted]
Customer Relations Team Leader

I have placed my order (Prom Girl) on the 24th of May and paid for one business day delivery. The reason why I chose one business day option was that one of my friends was in Chicago and she was coming back to Turkey on the 26th. It was supposed to be in Chicago on the 25th but instead it arrived on the 27th. I tracked my order on the 26th with one of Prom Girl's assistants and I was promised to receive it by 17:30 however it didn't. My friend got back. In order to transfer the parcel to another destination in the US for getting the dress on time for my daughter's prom night I had to pay another extra money. I called Prom Girl for refund but the most annoying person I have ever met said that they can't refund it but the only thing they can do is to charge me for two business days and refund the difference between one day and two days option. A mistake or delay can happen but there is always a way to compensate. If you are not willing to compensate your faults then you should stop making them. I will never ever shop from you again and I will spread this bad experience of mine. I think this shopping site should seriously be renewed and the assistants should be trained not only for their assisting skills but also for their awful attitudes. THIS IS UNACCEPTABLE. YOU HAVE NO RIGHT TO LET PEOPLE'S EXPECTATIONS DOWN.

Review: I ordered a prom dress for my niece the representative messed up on the shipping address it was sent to the incorrect address. I contacted them several times first a rep told me they would try and reship the dress or refund me. They never called me back I had to keep calling them several times and everytime I spoke with someone I was given a different a different answer. Then I was told I wouldn't get a refund. I asked for the CEO's information so I could write him a letter, the customer service reps refused to give me the CEO's name and address for me to write a letter. I tried disputing with the bank and they made up a bunch of lies and sent to my bank. This company has the worst customer service I lost out on over 300.00 and I ended up having to but my niece another dress. This company did not try to work with me at all. They are very dishonest! I would never do business with them again!Desired Settlement: I would like a full refund.

Business

Response:

Ms. [redacted] placed an order with our customer service representative on May 22, 2015. Prior to submitting the order for placement all information enter was read back to customer for confirmation, as that is our company policy. Once verified the order was submitted by our customer service representative for processing and shipping and Ms. [redacted] was immediately issued a order confirmation with all the details of the recent order placed. UPS package tracking shows merchandise was delivered and signed for on May 27, 2015. We were then contacted by Ms. [redacted] on May 28th, 2015 stating shipping address on the order was incorrect. Our customer service representatives explained merchandise had already been shipped and delivered, so we would need to contact UPS and start an investigation in regards to this package. Upon contacting UPS to start package investigation, we were advised that package was signed for by an adult at the provided address with last name [redacted], therefore UPS would not start investigate for delivery confirmation was onfile. We contacted Ms. [redacted] and provided this information, she then became upset with our customer service and provided a different shipping address, stating that merchandise should have been sent to this updated address. Upon researching our customer service agents were not able to verify the new provided address as valid. Ms. [redacted] then provided a third address, one of her sister stating this is where the merchandise was suppose to be shipped. We contacted UPS several more times in an effort to open an investigation for Ms. [redacted] continued to express frustrations with the situation. However, UPS repeatedly informed our customer service and managers that the signature on file match all other signatures onfile for [redacted] and original address provided is where merchandise had been delivered. Unfortunately we were not able to open an investigation into this package for it was delivered to the original address provided by Ms. [redacted] when placing her order. Our records do not indicate Ms. [redacted] ever requested contact information for our company CEO, or she would have been directed to send any correspondence she felt necessary to our primary office; 1[redacted]. Our records further indicate Ms. [redacted] disputed these charges with her credit card company on June 25th and then re-disputed again on September 11, 2015. At which time, we provided her credit card issuing bank with all information we had in regards to this order and shipment and the case was closed in our favor. We are truly very sorry for any frustrations Ms. [redacted] may have in regards to this transaction, but our records, and those of UPS conclude merchandise was shipped to address originally provided at time of order and package was signed for at said location by [redacted]. Please find attached a copy of the customer's original order complete with all customer service representative notes, and a copy of the UPS package tracking for merchandise. Best Regards, [redacted]Order Services ManagerPromGirl LLC

Consumer

Response:

Review: I purchased a dress from this company. All over their website it states "easy returns and exchanges". About 3 weeks after I received the product I tried to obtain a RMA. At that time I was informed that not only would I be charged a 10% restocking fee but I had to return the item within 5 days of the purchase date. This is ridiculous for an on-line order. I was completely willing to pay the restocking fee but because I waited more than 5 days they refused to issue a refund for an item that is still in it's original packaging and has the original tags attached.Desired Settlement: I want to return the dress and receive a refund less the 10% restocking fee.

Business

Response:

Ms. [redacted] placed an order on our company website on April 13, 2015 checking that she had read and agreed to our Terms and Conditions. The order was immediately processed and shipped directly to confirmed address. UPS package tracking shows merchandise was delivered on April 17, 2015. Our records indicate the next communication we received was on May 26, 2015 when Ms. [redacted] spoke with our customer service representative and requested a return authorization number. Our customer service agent did explain that they could not issue a return authorization without manager approval for it was well beyond the agreed upon 5 day return allowance. Our customer service representatives sent Ms. [redacted] an email on May 27th requesting pictures of the dress showing that all original tags were still attached and we would be willing to make an exception and issue the return authorization needed to return merchandise. To date we have received no response, no other communication, nor have we received any returned merchandise. Upon receipt of this complaint we have again reached out to Ms. [redacted] via email to extend a one time exception to our normal return policy and allow her to return less the appropriate restocking fee. Once we have spoken with Ms. [redacted] the return authorization number will be issued and emailed directly to her, along with a UPS return shipping label if she chooses to utilize that feature.Please contact our customer service [redacted] or respond to the email sent yesterday so we can get this situation taken care of for you.Best Regards,[redacted]Order Services Manager

Consumer

Response:

Review: I received my shipment on 9-15-2014. I want to return the dress for a refund. Today is exactly 2 weeks later. Promgirl.com's policy only allows 5 days after receiving product to obtain an RA# to start the return process. I believe this policy is unreasonable. The representative that I chatted with would not consider a refund or store credit. I am dissatisfied with this policy.Desired Settlement: I would like to return my merchandise for a refund and I would like for them to consider changing their policy.

Business

Response:

DON'T BUY here at least when you live outside USA

My daughter ordered her prom dress and had to pay about 60% more because of shipping costs, taxes etc. The website does not inform her target group (teens and young adults) properly about these 'extra costs' and they are faced with these costs when UPS is delivering the package. Phoning with the company they suggested to accept the package, pay the extra costs and 2 times the shipping costs and send the dress back. She could get the money back that she paid for the dress. This would mean that she has no dress and paid 220 dollar??!

PromGirl has to take her responsibility and act according to normal values that respect the target group!

Review: Returned a dress with their shipping label over a month ago and they said they have never received it, they are blaming the post office. The dress was not returned to me, so I am guessing they are a shoddy company and just dont want to return my money.

Business

Response:

Ms. [redacted] placed an order on our company website on June 10, 2015. The order was immediately processed and shipped directly to the provided address via UPS. The UPS package tracking for the package shows merchandise was delivered on June 12, 2015. We were then contacted by Ms. [redacted] on July 6, 2015 stating she had returned the merchandise and wanting a refund. Our customer service representatives requested Ms. [redacted] provide the return tracking information for the package, for nothing was showing received at our warehouse. As a courtesy we checked all stock at our warehouse in the meantime and still have found no unaccounted for returned merchandise. Our customer service representatives have repeatedly explained that if returned merchandise was returned via United States Post Office as stated by Ms. [redacted], a new tracking number would have been issued and noted on the receipt she received when paying to returned the merchandise. Ms. [redacted] has advised our customer service that it was returned via the original label that was on the package, which is a UPS label and would not be accepted by the post office, nor does it show any refusal information, as it would if it had been returned via UPS. In order for us to further investigate this matter, we need to obtain the correct return tracking information for the package because nothing has been received at our return warehouse to date. Please find attached a copy of the customer's original order complete with all customer service notes and a copy of the UPS package tracking showing merchandise was delivered on June 12th and no further information was logged under this tracking number for this label. Please provide the return tracking as soon as possible so we can investigate with the appropriate courier.Best Regards,[redacted]Order Services Manager

Review: In November of 2013 I ordered a dress from the Prom Girl/ Simply Dresses website. Upon receiving the dress and attempting to wear it to my formal event, a military ball, the dress's zipper broke and I was unable to wear it. Because of the timing of this very unfortunate event, I could neither wear the dress or get it replaced because it literally happened the night of the ball.

I contacted the company about a full refund for sending me a defective item, but I was told that they could not give me a full refund. They were willing to reimburse the cost to fix the dress, or give me a very minimal percentage of the dress's cost back to me. I found their solution to be completely unacceptable since I was not able to wear the dress for the event, and have no future desire to wear their defective merchandise ever again.

I am tired of wasting my time and money on this issue. I have sent them pictures of the dress, I have sent many emails trying to get this sorted out, but nothing has been fixed.Desired Settlement: I want a full refund for the dress and the shipping charges, and if they would like the dress back, they can send me a return shipping label and a box (or a credit for a box), and I will return it. This is a VERY generous request being that I am still out for the money that it cost to get the dress hemmed and the ticket to the military ball that I was unable to attend because of their defected merchandise that I thought I could count on.

Business

Response:

[redacted] placed an order on our company website on October 25, 2013, providing an event date of November 21, 2013. The order was processed and shipped as customer selected to her provided address. UPS package tracking shows merchandise arrived on October 29, 2013. We did not received any further communication from [redacted] until December 6, 2013, at which time [redacted] sent an email stating the zipper of the dress had broken. Our customer service representatives apologized for the situation, but were not able to issue a normal return for the allotted return time, and customer's wear date had passed. At that time the situation was elevated to a manager. Our customer service manager corresponded with [redacted] via email and found that the dress had already been altered. Unfortunately once a dress has been altered we are not able to accept return. However, we did offer to make an exception to the return policy [redacted] agreed to when placing the order, and offered to either provide [redacted] with a discount off the cost of the merchandise, or a refund of cost of having the zipper repaired locally. We continued to communicate with [redacted] and offered up to 50% off the cost of the dress. However, [redacted] did not respond to our offer, our records indicate our last correspondence with [redacted] was on February 19, 2014, and to date we have heard nothing further.

At this time our offer still stands. Unfortunately we can not accept any altered merchandise as a return, but are more than willing to work with [redacted] in regards to this matter. Again, we are willing to either refund 50% off cost of the dress, a refund in the amount of $74.50, or [redacted] can have the zipper repaired locally and upon receipt of a detailed invoice we will refund for the cost of the repairs. Please advise as soon as possible if you'd like to proceed with either of these options, so we can have this addressed as soon as possible.

If you have any further concerns in regards to this matter, please feel free to contact us.

Best Regards,

PromGirl LLC

Consumer

Response: