Prom Girl

Review: I logged onto promgirl.com on 1/12/13 at appx 9pm to order one formal gown for my daughter. That day, Sunday, I received two emails confirming two SEPARATE orders. I called the company Monday morning to rectify the issue. They charged my debit card the money on Sunday for a gown I did not order, yet told me I would have to wait 5 days for my claim to be processed and have my money refunded. Monday, 1/13/13, I got ANOTHER email confirmation of yet another dress (I only ordered ONE in the first place). I called the company again, only to talk to a rude representative who told me to quit ordering gowns I did not want (I did not order the second or the third gown) and that it would take 10 days for my money to be refunded. I DID NOT ORDER THESE GOWNS! In total, promgirl.com debited $447 from my account-- The dress I ordered was $149.Desired Settlement: I would like my money refunded immediately, as I did not order these extra two gowns in the first place!

Business

Response:

Ms. Spanella placed an order on our company website on January 12, 2014, order [redacted]. Our system also caught that this order was placed 3 times and therefore 2 of the 3 orders were held for review. Upon contacting [redacted] on our next business day, today, Monday January 13th, we learned that she indeed only wished to order one dress. Immediately the 2 duplicate orders were submitted to our processing department to have any additional authorization of the funds released. Please find attached a copy of [redacted] credit card history showing that 2 of the 3 orders have already been voided. I believe the confusion may have arose about the 5 business days for the refund to process. What our customer service representative was trying to explain is that when an order is placed, we do not collect the funds right away. We initially process an authorization of the funds. Once the merchandise has shipped, we then collect upon the authorized funds. If a pending order is voided, we simply process a void of the authorization. However, this will not appear as a refund on the customer's credit card statement for it was never actually charged, just authorized. And unfortunately it depends upon the credit card issuing bank how quickly the authorized funds are released back to the card holder's account. If [redacted] needs any further information in regards to the voided authorization, we would be more than happy to provide whatever is required by her financial institution to expedite this process.

If you have any further questions please feel free to contact me directly!

Consumer

Response:

Review: I placed on order online on 09/25/2015 order number 377911. I asked for overnight shipping paid $30 for it. When I checked on my order today Monday Sept 28. It indicated the dress is back ordered and will not ship until October 1st. The event I need the dress for is October 2 at 1:00 pm therefore I called to cancel the order and was told I could not cancel the order even though this is Monday and the dress will not even SHIP until Thursday. However, they said I could return the dress with shipping fees which I already paid for overnight which was additional 30 dollars and then I have to pay shipping to return it and then I have to pay a 10% restocking fee ......SO they just want MONEY any way they can get it rather than just canceling the order.

On the website it states in shipping that if the dress is instock it will ship overnight. I checked it appeared to be instock therefore I assumed it would be overnighted. No were on my email when I received my order number did it indicate that the dress was back ordered and not in stock. There was a shipping date of October 1.....however, it never said it was outstock or that I agreed to October 1. I put overnight shipping and that is what I agreed to. However, when I checked on the order today it now says it is backordered BUT not when I ordered it. BUT somehow this is my fault and I have to pay for overnight, the shipping back, and restocking fee on a dress that won't even ship unitl OCt 1 that I have tried to cancel on Sept 28. NOT RIGTHT for the consumer.Desired Settlement: I want the dress canceled with FULL refund.

Business

Response:

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

Consumer

Response:

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

Review: I PURCHASED AN ITEM FROM THIS COMPANY. I TOLD THEM THE ISSUE THEY GAVE ME A 20.00 GIFT CERTIFICATE THAT EXPIRED 04/2015 I HAVE HAD SOME ISSUES IN MY LIFE AND MISPLACE THE GIFT CERTIFICATE. I CALLED THE COMPANY AND THEY WILL NOT GIVE ME A NEW 20.00 GIFT CERTIFICATE.

Business

Response:

Ms. [redacted] please an order on our company website on April 3, 2014 for an item that was unfortunately sold out and not available to ship. As a courtesy for this issue a sold out $20.00 coupon was issued and emailed directly to Ms. [redacted]' provided email address. The sold out coupon was valid for a period of 1 year from date of the order. Unfortunately this coupon expired on April 4, 2015 and prior to this Revdex.com complaint we were not aware of contacted by Ms. [redacted] to request an extension. However, upon receipt of this notification, Ms. [redacted]' coupon code has been extended until 9/30/2015 as a courtesy. We hope this will give Ms. [redacted] time to take advantage of the code on a new order. Our customer service representatives will also be reaching out to her today to explain this extension and provide the code as well as new expiration date of coupon.If you have any further questions or concerns, please feel free to contact me directly.Best Regards,[redacted]Order Services Manager

Review: Hi so my name is [redacted], I am a recently a graduated student of [redacted]'s College. I had purchased my prom gown from the company (PromGirl). I had payed around $475 of not more. I have been fighting with the company for around 2 months because of the quality of their product that I had received, I had ordered the dress and when it had come in the beads were falling off but I didn't say anything because prom was approaching fast. I wore the dress for 20 minutes when it started to fall apart. During my pictures the dress had fallen apart in the back leaving me having to hold it up. My friends mom had to see me into the dress so I could even attend my prom. I was so upset because of all the money I had spent. Like I've stated that I've recently graduated and $475 is a lot for a high school student. Furthermore, later that night after being sewn into the dress I had attended prom and had to leave my prom early because it started falling apart throughout the seams. The dress has no other holes besides the seams. I had contacted the company with my displeasure of my product. I had told them everything that happened, that I had only worn the dress for a solid hour and a half. I sent pictures of the dress of what the condition was. I was told that it was because of heels going through it but I stated that I wore flats the whole night and I questioned how they believed it was heels because the holes were all the way up passed my hips. I was told any different things from many different people. I asked to send it back and get some money back because of all that I had gone through. I was told they would give me 39 dollars but I declined. After many many many emails declining such low settlements. I was told 20% of what I paid and so I stated that it was around $117 but they declined. I was told 20% but they wouldn't actually cover the 20% then was told again that the only way I'd get more than $70 is if I got a receipt from a seamstress of an amount that it would cost to have it fixed that they would give me the cost I was issued by the seamstress. I had sent them a copy of the receipt and an email saying that I would happily take the $105.00 that the seamstress had issued the receipt for because I do need the dress to be fixed and they wouldn't email me back for the longest time. I kept sending the email with the receipt and finally got a response after a week and I was told that they would not cover the $105.00 and would only pay me $79.80 and that they had already put it back my the credit card used to purchase the dress. I responded that I still was not happy with that because it would cost more to have the dress fixed and that it is ILLEGAL to keep credit card info. I'm extremely upset about this issue and NEVER want to see anyone go through what I have. No girl would ever deserve to have to go through this at such a special night that you will always remember. Thank you very much !Desired Settlement: I would desire to have the $105.00 usd cheque sent back to me so I can have my gown fixed. Thank you!

Business

Response:

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just don't want any other person to have to fight for months like I did to get their money back. Over looking their messages I could see some things that were not the truth but in the end im happy that I FINALLY got some of my money back. In the end they were very unresponsive and I will NEVER deal with this company in the future.. They have poor customer service and were quite rude. I don't think they brought all of the truth to the table but it's over now and I'm not dealing with them anymore. Thank you again!

Review: I made a purchase from this company (2 dresses) back in October. The dresses did not arrive in time for my daughter's Homecoming dance. I sent an email request to the company asking for a full refund if I refused the package at the Post Office. The customer service representative agreed in a return email (I have ALL email correspondence. I refused the package at the post office and even wrote the return #'s on the outside if the package as instructed. We have been exchanging emails for the past 2 months over this issue--I am wondering why I have not received my refund yet and they keep making up excuses that they have filed investigation with the postal service to find the package. One email specifically states that their system shows that it was processed in their warehouse (ie, they have the package). I would like my refund is the bottom line. This is very poor customer service to have me waiting over 2 months for a refund for an item I never even received. While they have been good at emailing me back (always a different person), their communication has been very unproductive. I would like to call and speak to someone personally, but finding the time is very difficult. We are stationed in Japan and the East Coast is a 14 hour difference (behind my time). I would truly appreciate your assistance in this matter and am happy to provide my order [redacted]. I would also be happy to provide all of our email communications if you would like. Thank you for your assistance in this matter!

Sincerely[redacted]Desired Settlement: I would like my $210.80 refunded to my account immediately.

Business

Response:

[redacted]

Thank you for choosing PromGirl.com and I am very sorry to hear that your return was not processed in a timely manner. Unfortunately our receiving warehouse has not marked these items as being received as of yet, causing the return to not process. I do however see that the USPS tracking shows merchandise was returned to our warehouse on October 28th and a refund should have been issued by now. I am very sorry for the delay in regards to this matter. I have refunded your order in full today. The refund in the amount of $210.80 was issued to the MasterCard used to place the order originally. Again, I am very sorry for the confusion, and any frustrations you may have experienced in regards to this matter. The order has been refunded in full and if you have any questions, or concerns, please feel free to contact me directly.

Review: I bought a dress from promgirl.com and was to small I called them the someday the dress was deliver followed all instruction that gave and return the dress their had me reorder the dress which I did bought the dress forsecond time . Now I got the new dress and their still haven't. Gave me .my money back and once again they took money out of my account this make three times paying for one dress. Now their owe 224.95 I just want my money back that is owe too me and their need to stop stealing money out of my account .Desired Settlement: I just want my money back that is owe to me and their need to stop stealing. Money out of my account

Business

Response:

[redacted] originally placed order [redacted] on our company website on November 7, 2013. The order was processed and shipped directly to card holder's confirmed address. UPS package tracking shows merchandise was delivered on November 14, 2013. We were then contacted by [redacted] on November 15th requesting a return authorization number stating merchandise did not fit. A return authorization number was granted and a UPS return label was emailed directly to [redacted] provided email address. Upon receipt of [redacted] returned merchandise on December 2, 2013 the appropriate refund in the amount of $91.00 was issued to the same Visa used to place the order. In the meantime, [redacted] did place a new order, [redacted] on November 21, 2013. This order was processed and shipped, UPS tracking shows delivery was made on November 26th. We have no further transactions from [redacted] Please find attached a copy of both orders placed by [redacted] and a copy of the credit card history, showing that the original order has been refunded and the only pending charge is for order [redacted] which [redacted] has kept to date. At this time no further credit is due. If you have any further question or need any additional information, please feel free to contact me directly.

Review: I ordered a dress on April 16 and paid $22 for 2 day shipping an it says it won't be here until the 21st! That isn't 2 day shipping! It should have been here today the 18th.Desired Settlement: I would like a refund of the shipping I paid for since I am not getting what I paid for!

Business

Response:

[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,

Consumer

Response:

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

Review: I purchase dresses from the company. I then went away on vacation

I return home and tried on the dresses. They

Do not fit me. I tried to call the company to return

The dresses can speak to a person. I tried to do the

Return online it would not give me a return number

Stating I had only 5 days from when it was shipped.

To be able to return the items. They are not offering me a store

Credit or refund with a restocking fee. They

Are telling me I'm out 200.00 and I don't have a

Dress that fits. See below I emailed

Subject: PromGirl Customer Support Request

Message: I received dresses and they do not fit me. I can not access a return number. I'm a few days off from the 5 day return policy I was on vacation when dresses were delivered. Can someone contact me regarding this issue. You can call me atDesired Settlement: To be able to return dresses for a refund. I'm fine with

Paying a restocking fee.

Business

Response:

[redacted] placed an order on our company website on July 12, 2014 selecting 2 dresses. The order was immediately processed and shipped directly to card holder's confirmed address. UPS package tracking shows merchandise was delivered on July 15, 2014. Our records indicate we received no further communication until July 26, 2014 when we received an email requesting return authorization for both items. Our customer service representatives responded that [redacted] would need to contact us for the agreed upon return policy clearly states return authorization must be requested within 5 business days from receipt of merchandise. Our customer service representative have also reached out to [redacted] offering to make a one time exception and allow the late return. However, all items must have original tags attached and will be inspected for any signs of wear upon receipt. Once received and inspected [redacted] will be offered one of our two return options agreed upon when placing order originally; either full store credit for cost of merchandise, or refund less 10% restocking fee. Please find attached a copy of the original order complete with all customer service notes, a copy of the UPS package tracking for merchandise, and a copy of the Terms and Conditions [redacted] agreed upon when placing the order.

Best Regards,

Review: My daughter ordered a dress online from Promgirl on 3/20/14 then later that day found the same dress/size/color at a lower price from Boscovs.com. When I called Promgirl to question their price match policy I was told by Kiyondera that the dress we ordered qualified for a price match plus 2%. Promgirl was charging $129 and Boscovs was charging $83.30 so I would receive a refund of $46.61. Several days went by and I did not receive a refund so I called again 3/26 and talked to Frank who told me if the refund did not go through in 3 days he would manually enter the refund, 3 days went by still no refund so called again 3/31 and talked to Marissa who told me the same thing, several more days went by called again 4/3 talked to a supervisor who said she would have to investigate this more because now the dress was no longer available from Boscovs and she would call me back. April 7th I sent them an email and they say they are denying me the refund because they think Boscovs is an overseas company but has stores in Pennsylvania,New York, New Jersey,Maryland, Delaware and OhioDesired Settlement: refund of $46.61 as promised and an apology

Business

Response:

[redacted] placed an order on our company website on March 20, 2014. The order was processed and shipped directly to confirmed address. UPS package tracking shows merchandise was delivered on March 26, 2014. However, we were contacted by [redacted] in the meantime stating she had found the same dress on Boscov's site for a lower price, and wanted to take part in our price match guarantee. Unfortunately the customer service representatives [redacted] spoke with are newer and did not flag the order correctly for the link to be reviewed and refund issued. We were again contacted by [redacted] on April 3rd and she spoke with one of our customer service managers, who attempted to access the link, which had expired because the item was now sold out with Boscov's. At which time, our customer service manager escalated the situation to try and have the refund rushed due to the situation. I have reviewed the order and I do see that [redacted]'s refund is still pending, and I apologize for the delay in regards to this matter. Unfortunately the request was overlooked and we are truly very sorry for the frustration this has caused [redacted]. We have issued the refund today in the amount of $46.00, the transaction ID for this refund is VLEAABC2750B. Again, we are truly sorry for the delay in regards to this matter.

Review: I have contacted PROMGIRL initially on 4/15/15 – spoke to Customer Service Rep [redacted], sent a photo of my daughter’s ripped dress top as requested, asked how fast I could get it replaced, was told a Supervisor would look at it and get back to me right away.

Fast forward to today, still no return phone call, my daughter’s prom is on 4/22/15 as stated when I placed the order online. I called again, spoke to Customer Service Rep [redacted]. She gave the same crap about a Supervisor needing to approve. I asked to speak to the Supervisor, was stalled for the past 30 minutes, was never put through to a Supervisor as requested.

This order should’ve never left PromGirl’s warehouse this way; I will send the top back as promised, but am very disappointed that we will not receive a replacement top for my daughter’s dress in time for her Senior Prom due to the actions of this Company.

This is the FIRST and LAST order I will ever place with PromGirl.com.Desired Settlement: REFUND $129

Business

Response:

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

Consumer

Response:

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

Review: I purchased a dress from Promgirl.com on approximately 3/4/15 for $299. The dress arrived and was too small. I immediately called Promgirl to obtain a return authorization in order to process an exchange. I was told at that time that in order to avoid a 10% restocking fee I would have to repurchase the dress in the correct size before my original item's return was processed. That would mean that I would have been out of $600 just to process an exchange. I agree and was told that $8 would be deducted from my refund as well for the return postage. Again I agreed and my return was processed and a new item was sent to me. My second order was placed on 3/10/15 and was shipped on 3/11/15. On 3/26/15 I called Promgirl because I noticed that the price of the item I ordered dropped by $100. I was informed that 3/25/15 was the last day for me to receive a price adjustment. I asked for a supervisor to look into this and the supervisor advised the same. I do not agree with this as I was within the 15 days from the date the item shipped and initially had to spend $600 in order to receive the dress in the correct size and avoid a restocking fee for an exchange.Desired Settlement: I am requesting that you honor your price adjustment policy of refunding 102% of the price difference. I do not agree that the price adjustment policy would not be honored with me being only a few hours past the original order time frame. Item did not ship and was not received until a later date.

Business

Response:

Ms. [redacted]I have taken a look into your order and I do apologize for the confusion in regards to this matter. You should have been offered to extend the price match since it was within a few business days. We have issued a refund to your PayPal account used to make the purchase. The transaction ID for your refund is: [redacted] Please feel free to contact us if you have any further concerns or questions in regards to this matter. Thank you again for choosing PromGirl.com!Best Regards, [redacted]

Review: I ordered three formal dresses at the beginning of February. The dresses did not arrive. A week prior to the formal event I contacted Promgirl.com wherein I learned the package was lost and last traced in New Jersey. I was posed with two options: 1) Reorder the dresses and be charged $204 again for the reorder or 2) I could wait and see if the dresses arrived. I reordered the dresses and paid an additional $204 for the second order. Over a month later and daily phone calls to PromGirl.com, I have yet to see a $204 refund for the initial order which was not received. Promgirl.com also stated that they needed to make sure that I did not steal the dresses, even though they have evidence that the package was last traced in New Jersey. Promgirl.com states that I, their customer, will be reimbursed upon the resolution of their claim with UPS. This point of view is unacceptable, as I have paid money for services I have not received.Desired Settlement: I am requesting an immediate refund in the amount of $204.

Business

Response:

[redacted] placed an order on our company website on February 2, 2014. The order was processed and shipped as scheduled directly to confirmed address. We were then contacted by [redacted] on February 24, 2014 stating she had not received the merchandise. We immediately began an investigation with UPS in regards to the delivery of the package. Once a UPS investigation is started we must await the UPS response, for if found the package will be delivered. In the meantime, [redacted] did go ahead and place a new order on our website. The new order was processed, shipped, and delivered to [redacted]. Although we are still awaiting the final verdict from UPS in regards to the status of the package, we have made an exception to our normal policy and have issued a full refund to [redacted]'s credit card used to place the original order in the amount of $204.00. I apologize for the frustration in regards to this matter and hope [redacted] will accept this refund in full.

If you have any further questions or concerns, please do no hesitate to contact me directly.

Review: Ordered dress for Daughter's Senior Prom on April 6th. PromGirl said they shipped item on April 7th but as of May 9th the item has not been received. Generic but non-substantive response to emails from my 17 year old daughter Nickie and from myself. My daughter will now miss her Senior Prom because we have not received the Prom Dress; I should sue for emotional damages and suffering as well.Desired Settlement: Immediate full refund and apology.

Business

Response:

[redacted] placed an order on our company website on April 7, 2014. The order was processed and shipped via USPS SurePost on April 7th. Unfortunately, we have found that packages shipped via Surepost were taking extended amounts of time for delivery. We do apologize for any inconvenience or frustrations this may have caused. At this time we have issued a full refund in the amount of $250.00 to [redacted]'s card used to place the order. We have also opened a claim with the USPS in regards to the delivery of the package and just ask that [redacted] contact us if the delivery is made, we will then send a prepaid label to retrieve the merchandise. Again, we are truly very sorry for the delay in regards to this shipment and have issued a refund in full.

Review: Placed an online order at www.promgirl.com and when I received the order status information via e-mail, the item was on back-order to be shipped in a week. I called to cancel the order prior to shipment due to the back-order and was told I could not cancel the order. Instead I was told I would have to allow the order to process and ship, then I could return it and be charged a re-stocking fee. The re-stocking fee I feel would be fair if I was RETURNING the item; however, I wanted to cancel PRIOR to shipment. I feel this is unfair.Desired Settlement: I just want the order cancelled without having to pay a re-stocking fee and a return shipping fee.

Business

Response:

[redacted]y placed an order on our company website for a dress that stated; Future Stock - Due to ship April 14, 2014, on April 6, 2014. The order was processed and piece reserved for [redacted]. We were then contacted by [redacted] on April 10th requesting to cancel the order, at which time our customer service explained that we were not able to cancel for order was already processing. The dress was actually available earlier than expected and shipped to [redacted] on April 11, 2014, under UPS package tracking number: 1ZW04A490395777227. UPS package tracking shows merchandise is scheduled to arrive to [redacted] on April 15, 2014, which is well before the customer's provided wear date of April 26th. Upon receipt of this complaint, we have reached out to [redacted] as well and offered to make an exception to our normal return policy. Upon receipt of the merchandise [redacted] can return if no longer needed and our normal 10% restocking fee will be waived as a courtesy.

If you have any further concerns or questions in regards to this matter, please feel free to contact me directly.

Consumer

Response:

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

Review: The shoes I purchased for an event were defective. I called, said I would send pictures, and even would send the shoes back to prove this. They didn't give me the time of day and just said, "you bought them, oh well." The shoes cannot be worn, the straps are glued to the shoes wrong and the customer service rep was extremely rude did not once apologize and just said tough, deal with it.Desired Settlement: I would like the shoes replaced with a non-defective pair of shoes. I understand and support return policies, but those policies only cover returns or exchanges due to sizing issues or personal reasons. If a product is defective a company must replace the item.

Business

Response:

[redacted] placed an order on our company website on February 19, 2014, providing a event wear date of March 14th. The order was processed and shipped directly to card holder's confirmed address. UPS package tracking shows merchandise was delivered on February 25, 2014. We were just contacted by [redacted] on March 22, 2014 requesting a return authorization stating merchandise was defective. Our customer service representative advised [redacted] that it was beyond our normal return policy, and the given event date had passed so we would not be able to issue a return authorization. [redacted] expressed that the event was for a later date and the shoes had not been worn and provided pictures for our review. Once [redacted]'s reported issued was escalated to one of our customer service managers it was approved for return authorization. We have issued and provided [redacted] with a return label to send the defective merchandise back. Upon receipt a replacement pair of shoes will be sent to [redacted].

If you have any further questions in regards to this matter, please feel free to contact me directly.

Best Regards,

Consumer

Response:

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

Review: I purchased a dress from their website on 2/26/14 item [redacted]. This website is false advertising under the pretenses that theses dress are already made and will be shipped out. That was not this case in my situation, again I placed my order on 2/26/14. After a few weeks when I did not receive my item I contacted them via email and phone on 3/16/15. Their response was the dress had to get made and would not ship out until 4/28/15. Not at all what their website is advertising. If I would have known that I would have never placed my order. Here it is 4/28/15 and my order still has not been delivered and will not until 4/30/15. They took my monies out of my account the same day I placed the order and when I asked about getting a refund the company explained they could not cancel the order and could not get a full refund until I have received my dress and sent it back. If an order couldn't be shipped out until 2 and a half months after you placed the order I am not understanding why the company could not have canceled my order.

Business

Response:

Ms. [redacted] placed an order no our company website on February 26, 2015 for a dress that stated; "Backordered, Due to Ship: April 24, 2015." The scheduled ship dates are displayed on the details page for each dress on our site as well as throughout every screen of the checkout process. Once the order was placed it was immediately processed and confirmed with the designer, reserving the piece for Ms. [redacted]. Our records then indicate we were contacted by Ms. [redacted] on March 16, 2015 requesting to expedite the shipment. Our customer service representative explained to Ms. [redacted] that the piece was on order directly with the designer and we were not able to ship up the production time or cancel the order, as per the agreed upon company Terms and Conditions, once the order has been placed we are not able to change, alter, or cancel. This is due to the fact that we had already reserved the piece specifically for Ms. [redacted] upon placing the order. Our records currently indicate the merchandise is with UPS in transit to Ms. [redacted], under UPS package tracking number: [redacted] I have noted Ms. [redacted] order that if she does not wish to keep the merchandise, upon receipt she may contact us for a prepaid return shipping label. We are willing to make an exception to our normal return policy that was also agreed upon prior to placing the order, which states customer's are responsible for the return shipping cost and there is a 10% re-stocking fee on all returns for refunds. We are willing to waive the restocking fees associated with this order and will provide Ms. [redacted] a free return shipping label to utilize for returning the merchandise upon receipt. She will simply need to contact us at [redacted] upon receipt of the merchandise to receive this label.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