Regis Bridal and Prom

We regret that Ms [redacted] is not satisfied with our responseWe strive to give all customers a level of service that will provide not only a positive and stress free experience but provide as many savings for them and their entire wedding party they have brought to us Manufacturing and shipping cost are continually increasingTo continue offering these saving it requires us as a company to determine how to conduct business as efficiently as possible After examining sales records for many past years we determined it was more economically efficient to close all locations on Wednesdays and provide an on-call consultant than to staff all of our locations fully for the entire day This policy went into effect and was posted on the front door of all locations on June 1, This is a new policy to all of the company representatives We provide an on-call representative that can arrive in under minutes for situations such as this to serve as a correction to any human error on scheduling that may occur However it is up to the customer to make contact with the number provided If contact was made by Ms [redacted] or anyone as a representative of her party regarding this matter during our business hours it was not logged into her account(All received calls are logged with date and time stamps) We are a large company with a large volume of appointments A percentage of which are missed, cancelled, and rescheduled After reviewing Ms [redacted] 's account I can find at no time where she has received a hard time from anyoneI apologize for the stress this has caused her I in no way am calling anyone a liar in this situation on either side of the matterIt is my job to review the facts of the case and determine if a disservice has been made to warrant a issuance of credit in any amount I will stand by my original determination on this matterHowever I would like to offer my sincerest condolences for the stress Ms [redacted] feels this matter has caused Thank you again for your assistance and your dedication to customer satisfaction -- [redacted] Corporate Sales & Inventory Manager R Label Inc Glasgow Store Manager Bridals of Regiss Park Ensminger Drive Glasgow, KY Ph: ###-###-####

We are in receipt of Complaint ID [redacted] regarding a dress that [redacted] 's niece purchased from our Louisville store on January 28, 2016. We are deeply sorry that her niece has not had a positive experience in purchasing her prom gown with us. Due to the high volume of... business on the weekends during prom season, her phone call was not returned as promptly as it normally would have been so that her concerns could have been addressed. By no means do we ever intend to take advantage of young girls by selling dresses they can not use. Our goal with EVERY customer is to treat them as if they were our own daughters & help them find the dress of their dreams. In this case, we did advise that if the gown was not a perfect fit that alterations could be made to the gown to make it perfect for ***. This is routinely advised and should have been enough to take care of the sizing for the dress that [redacted] loved and chose to purchase. We also have recommend seamstresses that we use to assist our customers with their alteration needs and could have been used. We are concerned that the procedure to make the dress fit properly was not understood clearly, thus leading to the problems [redacted] is now dealing with. We understand that the choosing of a prom gown is a "right of passage" and a process that is full of high emotion and excitement and we would have been happy to have addressed any concerns. We do adhere to a "no return/no exchange" policy due to the nature of our business, but if we had been given another phone call at the beginning of the week, and time to address the issue, we certainly could have been more helpful to our customer. I do agree that her phone call should have been returned and for that, we are certainly sorry. Kindest Regards, [redacted] Bridal Manager Regiss Bridal & Prom

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]My daughter was accompanied by persons when visiting Regis Bridal in Louisville and no one saw a measuring tape being used on my daughter. The reason we went to Regis is for the expertise a bridal salon should provide over a buy it off the rack store. I believe the sales clerk took the size off the dress my daughter had chosen and using Regis size chart (which I have no access to) selected the size of because that's the size dress she tried on. The offers made by the store have been to come to Glasgow where the dress currently is and try it on there. Regis promotes itself as a full service salon. The dress arrived months later than expected and only after repeated calls to the store by my daughter did they pursue it's delivery. Then the dress arrives too small and I view this as a failure of the clerk who created the order. The contract is written very one-sided considering the lack of expertise and service received. I purchased the dress and I signed the contract trusting that Regis was a full service salon and knew their profession. I nor my daughter have any confidence in their claim that they can have the dress ready by the wedding in weeks and maintaining the original profile of the dress considering what has occurred up to this point. Also I want to note that the business has not offered reimbursement which should be an option after the serious issues that have occurred.My daughter hasn't responded to their calls at my request in order to simplify the process as I was the one who paid and signed the contract.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I did not just happen to arrive at Regiss Bridal on a Wednesday by chanceYOUR consultant scheduled me on a TUESDAY to come in on the FOLLOWING dayMy appointment was made on a Wednesday by someone at your location that knew you would not be openI had not been in the store between the time this "sign" was posted and the day of my appointment. The "credits" you speak of were "given" before this incident and are in no way compensation for the hard time you have given meThe discount on the bridesmaid dresses does me no service because I am not a bridesmaidA call was placed to your establishment from both myself and members of my bridal partyThere was also another woman and her child waiting in the parking lot that had also not been given the new operating hours prior to the changeThe phone number I have on file is for the store (that does not have a voice messaging service)I called the store from work the following day (which is the same number I've called from in the past) and no one answeredI emailed the automated system AND [email protected] as printed on the business cardNot only have you caused me a tremendous amount of stress regarding my dress, you add insult to injury by calling me a liarNo one has contacted ME from Regiss to reschedule my appointmentDid no one notice the bride they scheduled did not come in? If you truly cared about customer satisfaction you would have tried to resolve this matter instead of giving imaginary "discounts" and considering them as compensation after bad serviceThose were terms we agreed upon at the time of purchase and are not acceptable as a form of resolution

In response to *** complaint:
All Regiss locations are closed on Wednesdays from June-November as posted on the doors of all our locations as well as on our website. To better serve our customers every store has a sign posted that
if you have arrived on a day we are closed and have an appointment or are in need of assistance to please call the number posted. This is a direct cell phone number to an on-call consultant who can be at the store in under minutes, and as a courtesy for having to wait we offer them a promo code good for a $in-store creditNo phone call was received on the day of Ms***'s arrival, nor was a call placed to the store that day or any other time. The confirmation email that she has referenced is an automated website. The business card as well as our website has our Louisville store and Corporate Phone numbers as well as the physical addresses listed. Ms*** made no known attempt to contact us any other way than electronically to resolve the matter prior to contacting the Revdex.comI feel this matter would have been immediately resolved if she had called the number posted at the store. Or any of the phone numbers listed afterward
Since *** original purchase, her gown arrived weeks prior to the confirmed ship date ($value). Also *** was not charged any shipping on the Gown, ($value) and will receive a complementary point finish where her gown will be white glove inspected, steamed, and pressed.($value) *** also received a 20% discount on her piece bridesmaid gown order.( $value)
Regiss is dedicated to customer serviceWe strive daily to be the best in our industry and provide the best products at the best prices. We serve a multi state customer base and have a dedicated following in our regionWe take all matters very seriously to insure our customers satisfaction. After reviewing all the information presented, I am denying the request of a credit being applied to the remaining balanceI believe that Ms*** has been given a more than compensatory amount of savings. When Ms*** ordered the merchandise she signed a contractual agreement with Regiss agreeing to all the terms and conditions set forth. Her gown was promptly ordered, arrived early (with Regiss absorbing all the shipping charges), inspected by quality control, and paid for in full to the manufacturer by our company while Ms*** has been allowed to make only a 50% deposit to place the order and make payments until paid in full while acquiring no interest or being held to monthly payment minimums
I appreciate your time and assistance in resolving this matter. Please contact me anytime if you need in further information.
Best Regards,
*** ***
Corporate Sales & Inventory Manager

We are in receipt of complaint ID *** from *** J***Her and her daughter ordered a dress from our Louisville store on Saturday October 29, *** was measured and the size she wanted to order was specifically discussed and noted on the invoice and *** signed the purchase
agreement on that day stating that was what she wanted us to order along with style of PID 18766, color in white, and the addition of sequence to the bottom of the dressOur purchase contract clearly and plainly states that all sales are finalNo exchanges or returns and we are not responsible for weight gain or weight lossAccording to our associates in the Owensboro store, *** *** and *** *** complained that the dress was too smallWe asked Ms*** and Miss *** to come to our corporate location at her convenience in Glasgow, KY to be re-measured & let the associates in the corporate location inspect the dress for a possible manufacturers defectThe Louisville store, where the dress was purchased, also contacted Miss *** asking for her to make an appointment and come see the Bridal Manager that assisted them the day the dress was purchased and Miss *** stated that she could not do thatThe corporate office of Regiss Bridal has many resources to help a bride when situations like this ariseRegiss Bridal has reached out numerous times asking for Miss *** to make an appointment at our corporate location in Glasgow, KY so they might be able to fully assist herThat number is ###-###-#### and please ask for ***Regiss Bridal takes pride in assisting brides with their gown and strives to make the experience one that is easy and memorable and encourages Miss *** to contact us as soon as possible.Sent on: 10/5/4:31:PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
The business doesnt have record of my issue because you didnt answer my emails or phone calls. I DID NOT receive a white glove inspection of my dress. When I picked it up I opened the bag myself. I have since picked up my dress and paid it in full. I am not happy with your service and will never refer anyone to your business. As my previous emails stated, I am not having any of the bridal party alterations done in your store. Your lovely consultant has also informed me that your seamtress charges more than most. I am glad I will only get married once. Buying this dress from your establishment has been the biggest mistake of this entire wedding planning process. Thank you!

We are in receipt of Complaint ID [redacted] regarding a dress that [redacted]'s niece purchased from our Louisville store on January 28, 2016.  We are deeply sorry that her niece has not had a positive experience in purchasing her prom gown with us.  Due to the high volume of business...

on the weekends during prom season, her phone call was not returned as promptly as it normally would have been so that her concerns could have been addressed.  By no means do we ever intend to take advantage of young girls by selling dresses they can not use.  Our goal with EVERY customer is to treat them as if they were our own daughters & help them find the dress of their dreams.  In this case, we did advise that if the gown was not a perfect fit that alterations could be made to the gown to make it perfect for [redacted].  This is routinely advised and should have been enough to take care of the sizing for the dress that [redacted] loved and chose to purchase. We also have recommend seamstresses that we use to assist our customers with their alteration needs and could have been used.  We are concerned that the procedure to make the dress fit properly was not understood clearly, thus leading to the problems [redacted] is now dealing with. We understand that the choosing of a prom gown is a "right of passage" and a process that is full of high emotion and excitement and we would have been happy to have addressed any concerns.  We do adhere to a "no return/no exchange" policy due to the nature of our business, but if we had been given another phone call at the beginning of the week, and time to address the issue, we certainly could have been more helpful to our customer.  I do agree that her phone call should have been returned and for that, we are certainly sorry.   Kindest Regards, [redacted] Bridal Manager Regiss Bridal & Prom

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We regret that Ms [redacted] is not satisfied with our response. We strive to give all customers a level of service that will provide not only a positive and stress free experience but provide as many savings for them and their entire wedding party they have brought to us. 
Manufacturing and shipping cost are continually increasing. To continue offering these saving it requires us as a company to determine how to conduct business as efficiently as possible.  After examining sales records for many past years we determined it was more economically efficient to close all locations on Wednesdays and provide an on-call consultant than to staff all 4 of our locations fully for the entire day.  This policy went into effect and was posted on the front door of all locations on June 1, 2014. This is a new policy to all of the company representatives.   We provide an on-call representative that can arrive in under 10 minutes for situations such as this to serve as a correction to any human error on scheduling that may occur.   However it is up to the customer to make contact with the number provided.
If contact was made by Ms [redacted] or anyone as a representative of her party regarding this matter during our business hours it was not logged into her account. (All received calls are logged with date and time stamps)
We are a large company with a large volume of appointments.  A percentage of which are missed, cancelled, and rescheduled. 
 After reviewing Ms. [redacted]'s account I can find at no time where she has received a hard time from anyone. I apologize for the stress this has caused her.   I in no way am calling anyone a liar in this situation on either side of the matter. It is my job to review the facts of the case and determine if a disservice has been made to warrant a issuance of credit in any amount.   I will stand by my original determination on this matter. However I would like to offer my sincerest condolences for the stress Ms. [redacted] feels this matter has caused.    
Thank you again for your assistance and your dedication to customer satisfaction.
--
[redacted]
Corporate Sales & Inventory Manager
R Label Inc.
Glasgow Store Manager
Bridals of Regiss Park
114 Ensminger Drive
Glasgow, KY 42141
Ph: ###-###-####

We are in receipt of Complaint ID [redacted] regarding a dress that [redacted]'s niece purchased from our Louisville store on January 28, 2016.  We are deeply sorry that her niece has not had a positive experience in purchasing her prom gown with us.  Due to the high volume of...

business on the weekends during prom season, her phone call was not returned as promptly as it normally would have been so that her concerns could have been addressed.  By no means do we ever intend to take advantage of young girls by selling dresses they can not use.  Our goal with EVERY customer is to treat them as if they were our own daughters & help them find the dress of their dreams.  In this case, we did advise that if the gown was not a perfect fit that alterations could be made to the gown to make it perfect for [redacted].  This is routinely advised and should have been enough to take care of the sizing for the dress that [redacted] loved and chose to purchase. We also have recommend seamstresses that we use to assist our customers with their alteration needs and could have been used.  We are concerned that the procedure to make the dress fit properly was not understood clearly, thus leading to the problems [redacted] is now dealing with. We understand that the choosing of a prom gown is a "right of passage" and a process that is full of high emotion and excitement and we would have been happy to have addressed any concerns.  We do adhere to a "no return/no exchange" policy due to the nature of our business, but if we had been given another phone call at the beginning of the week, and time to address the issue, we certainly could have been more helpful to our customer.  I do agree that her phone call should have been returned and for that, we are certainly sorry.   Kindest Regards, [redacted] Bridal Manager Regiss Bridal & Prom