Sparkle Bridal Couture

Thank you for the opportunity to respond to our client’s claimIn order to be consistent in our high level of customer service, it is important for us to be fair to all our clientsIn this particular case, it is only fair to include complete timelines and communications as they occurredClient special ordered and purchased in-full a 3-piece bridal suit on 11/5/for an October 7, 2017wedding dateDuring her 11/5/appointment and prior to any purchase transaction or purchase contract signature, the client was fully informed that the in-stock suit she tried on had been altered and that if she were to order the suit would come in standard cut/unalteredIt was explained, to her advantage, since the in-stock item was already altered it gave her an early indication of how the suit would look once it was altered to her shapeShe acknowledged and understood that the suit she tried on had been altered and agreed to any alterations she would need to do so it fit her shape, then proceeded to purchase and sign agreement regardlessPlease note that in bridal formalwear, it is standard practice for the wearer to have garments tailored to their individual shape after garments arriveThis industry standard practice is fully disclosed, discussed and in writing on our purchase agreement, which client signedShe was also informed (and it is written in her signed agreement and copy) that there are no cancellations, refunds, exchanges or credits regardless of reasonAgain she proceeded to make her purchase after all this was explainedShe was given a copy of her contract at time of purchase and was informed via email on 11/28/that the suit would arrive Mid-March (approxmonths)Please note, in bridal formal wear, garments are made to a size based on measurements (size 14, 16, etc.), thus for her specific suit there is a 4-month wait time for garments to be producedThe suit arrived March (a bit sooner than the Mid-March timeframe)Our staff reviewed the items for accuracy in items ordered vs item receivedAll items corresponded correctlyHer stylist left her a voicemail message March @ 12:19pm informing client of its arrivalClient called back March 10@12:17pm to book a March @3:30pm appointmentDuring March appointment, when she tried on her suit, it was noticed there was a size discrepancy in the pants only, meaning a different pant size should have been ordered for herWe acknowledged this with the client and stated that we would be happy to correct the garments for her and she agreedDuring this appointment, she was re-measured and based on the new measurements, client requested that a larger size be ordered (size up), so she could be more comfortable in the suitWe agreed to reorder new size and to have the suit produced as soon as possibleHer stylist stated that it may take about 2-weeks, but she was not sure so she would call client with more specific arrival timeframeStylist assured client that the new suit would arrive with plenty of time to complete alterations for her 10/7/weddingOn March @ 3:02pm, stylist called client to inform her of the expected arrival timeframe – that her new suit would arrive Mid-MayPlease note that the standard production of this type of garment is months, but due to this unique situation we were able to prioritize her suit production to months, thus making the arrival time Mid-MayDuring that call, client agreed with the Mid-May timeframeAt no time during call did she state she could not speak to stylist (due to being in meeting), nor did she ever call back with any concerns/questions about timeframe of suit arrival, nor did she request stylist call her back at a more convenient date/time to discuss timeframe in further detailWe have phone logs to prove thisWe received an email on May @ 7:27pm (after store hours) requesting a refund on the suit claiming that it has not arrived (even though suit was on track with the Mid-May arrival timeframe we had all discussed and agreed to)On Saturday May @ 10:06am (we open at 10am), stylist responded via email that the suit was on track with the Mid-May timeframe and was already in transit to our showroomStylist stated we would call client as soon as it was in our hands, which would be by end of next weekStylist explained that she had not informed client of shipment sooner because stylist wanted to review the garments first as soon as they arrived and prior to informing client of its arrivalStylist also stated that on Monday May 15, she would have specific arrival date information and would call her with that informationSo as of May 13, client knew the suit was on its way and would arrive within the Mid-May timeframe agreed toOn Monday May @ 2:47pm, owner and stylist called client to inform her that shipment would arrive Wednesday, May and to let her know that the blouse would have the V-neck notch she had requested (from the original in-stock piece she tried on)The suit arrived in our showroom on Wednesday May 17, as planned, and upon its arrival it was reviewed, measured for accuracy and pressedOn Thursday, May @ 12:05pm, owner and stylist called client to inform her that the suit has arrived and was ready for try-on/pias previously discussed and that the blouse had the V-neck notch as she requestedAnd that we would be happy to book a try-on/piappointment for herOn same day, Stylist also emailed client to inform her of the arrival and that suit is ready for tand pick-upWe have complied with all our agreements to provide client with what she ordered and within timeframe agreed upon though out the entire process of this special orderDue to these facts, along with emails, responses that she received the emails and phone logs to prove our communications with client, we are not able to provide a refund due to: 1) she was made aware of the no cancellation, refund, etcagreement and proceeded to sign and agree to those terms2) Client herself requested we re-order a larger size and we complied; 3) the blouse that arrived and is ready for piis the same as the one she tried on (V-neck notch is on her blouse; 4) She was fully aware and agreed to the re-order timeframe and never called us back to question or express any concerns after the March notification call we made to her –we have phone records to prove this; 5) As informed and agreed to, client’s order arrived within the Mid-May timeframeOn May 13, she was informed shipment was on its way, on May she was informed of arrival date of May and on May she was informed that suit was ready for pick-upAll within the Mid-May timeframe agreed upon and in plenty of time to complete her alterations for her October 7, wedding date(Please note that stylist did reassure client that alterations generally start about 6-weeks prior to wedding date, so the actual arrival date still gives client 3-4+ months to have her garment in her possession and plan alterations accordingly without rushing or time constraints.) In conclusion, we have to be fair and factual with all our clients to maintain our high-level of serviceThough we are disheartened by this claim, we have no ill-will toward this client and will continue to provide to her our professional level of services as needed or requestedThank you

We are here to help our clients with all their needs. As previously mentioned, we harbored no ill-will toward this client and had invited her to call us to book a try-on/pick-up appointment. I am happy to share that this client called us Saturday morning 5/20/17 to book a 4pm appointment for later that day to try-on and pick-up her bridal suit. She and her partner arrived and we had a pleasant conversation. At her request, she tried on the suit solely with her partner in the dressing room with her and acknowledged that the suit was loose (due to the larger size she requested). We discussed alteration resources and client’s partner requested we provide an alterations contact, which we did. We stated that if there were any further questions, client is welcomed to give us a call. Client stated that all was fine with the suit, so we packaged it up for her and she took it home that day. Overall, the visit was pleasant and I am happy the client picked-up her suit. We wish her the best on her special day and to many years of happiness to them both.

Thank you for the opportunity to respond to our client’s claim. In order to be consistent in our high level of customer service, it is important for us to be fair to all our clients. In this particular case, it is only fair to include complete timelines and communications as they occurred. Client...

special ordered and purchased in-full a 3-piece bridal suit on 11/5/2016 for an October 7, 2017wedding date. During her 11/5/17 appointment and prior to any purchase transaction or purchase contract signature, the client was fully informed that the in-stock suit she tried on had been altered and that if she were to order the suit would come in standard cut/unaltered. It was explained, to her advantage, since the in-stock item was already altered it gave her an early indication of how the suit would look once it was altered to her shape. She acknowledged and understood that the suit she tried on had been altered and agreed to any alterations she would need to do so it fit her shape, then proceeded to purchase and sign agreement regardless. Please note that in bridal formalwear, it is standard practice for the wearer to have garments tailored to their individual shape after garments arrive. This industry standard practice is fully disclosed, discussed and in writing on our purchase agreement, which client signed. She was also informed (and it is written in her signed agreement and copy) that there are no cancellations, refunds, exchanges or credits regardless of reason. Again she proceeded to make her purchase after all this was explained. She was given a copy of her contract at time of purchase and was informed via email on 11/28/16 that the suit would arrive Mid-March (approx. 4 months). Please note, in bridal formal wear, garments are made to a size based on measurements (size 14, 16, 22 etc.), thus for her specific suit there is a 4-month wait time for garments to be produced. The suit arrived March 3 (a bit sooner than the Mid-March timeframe). Our staff reviewed the items for accuracy in items ordered vs item received. All items corresponded correctly. Her stylist left her a voicemail message March 3 @ 12:19pm informing client of its arrival. Client called back March 10@12:17pm to book a March 12 @3:30pm appointment. During March 12 appointment, when she tried on her suit, it was noticed there was a size discrepancy in the pants only, meaning a different pant size should have been ordered for her. We acknowledged this with the client and stated that we would be happy to correct the garments for her and she agreed. During this appointment, she was re-measured and based on the new measurements, client requested that a larger size be ordered (1 size up), so she could be more comfortable in the suit. We agreed to reorder new size and to have the suit produced as soon as possible. Her stylist stated that it may take about 2-3 weeks, but she was not sure so she would call client with more specific arrival timeframe. Stylist assured client that the new suit would arrive with plenty of time to complete alterations for her 10/7/17 wedding. On March 17 @ 3:02pm, stylist called client to inform her of the expected arrival timeframe – that her new suit would arrive Mid-May. Please note that the standard production of this type of garment is 4 months, but due to this unique situation we were able to prioritize her suit production to 2 months, thus making the arrival time Mid-May. During that call, client agreed with the Mid-May timeframe. At no time during call did she state she could not speak to stylist (due to being in meeting), nor did she ever call back with any concerns/questions about timeframe of suit arrival, nor did she request stylist call her back at a more convenient date/time to discuss timeframe in further detail. We have phone logs to prove this. We received an email on May 12 @ 7:27pm (after store hours) requesting a refund on the suit claiming that it has not arrived (even though suit was on track with the Mid-May arrival timeframe we had all discussed and agreed to). On Saturday May 13 @ 10:06am (we open at 10am), stylist responded via email that the suit was on track with the Mid-May timeframe and was already in transit to our showroom. Stylist stated we would call client as soon as it was in our hands, which would be by end of next week. Stylist explained that she had not informed client of shipment sooner because stylist wanted to review the garments first as soon as they arrived and prior to informing client of its arrival. Stylist also stated that on Monday May 15, she would have specific arrival date information and would call her with that information. So as of May 13, client knew the suit was on its way and would arrive within the Mid-May timeframe agreed to. On Monday May 15 @ 2:47pm, owner and stylist called client to inform her that shipment would arrive Wednesday, May 17 and to let her know that the blouse would have the V-neck notch she had requested (from the original in-stock piece she tried on). The suit arrived in our showroom on Wednesday May 17, as planned, and upon its arrival it was reviewed, measured for accuracy and pressed. On Thursday, May 18 @ 12:05pm, owner and stylist called client to inform her that the suit has arrived and was ready for try-on/pick-up as previously discussed and that the blouse had the V-neck notch as she requested. And that we would be happy to book a try-on/pick-up appointment for her. On same day, Stylist also emailed client to inform her of the arrival and that suit is ready for try-on and pick-up. We have complied with all our agreements to provide client with what she ordered and within timeframe agreed upon though out the entire process of this special order. Due to these facts, along with emails, responses that she received the emails and phone logs to prove our communications with client, we are not able to provide a refund due to: 1) she was made aware of the no cancellation, refund, etc. agreement and proceeded to sign and agree to those terms. 2) Client herself requested we re-order a larger size and we complied; 3) the blouse that arrived and is ready for pick-up is the same as the one she tried on (V-neck notch is on her blouse; 4) She was fully aware and agreed to the re-order timeframe and never called us back to question or express any concerns after the March 17 notification call we made to her –we have phone records to prove this; 5) As informed and agreed to, client’s order arrived within the Mid-May timeframe. On May 13, she was informed shipment was on its way, on May 15 she was informed of arrival date of May 17 and on May 18 she was informed that suit was ready for pick-up. All within the Mid-May timeframe agreed upon and in plenty of time to complete her alterations for her October 7, 2017 wedding date. (Please note that stylist did reassure client that alterations generally start about 6-8 weeks prior to wedding date, so the actual arrival date still gives client 3-4+ months to have her garment in her possession and plan alterations accordingly without rushing or time constraints.) In conclusion, we have to be fair and factual with all our clients to maintain our high-level of service. Though we are disheartened by this claim, we have no ill-will toward this client and will continue to provide to her our professional level of services as needed or requested. Thank you.

I am rejecting this response because: 1. Sales girl informed me after I removed the suit that it had been altered for a model. She said the pants had been altered and that I should expect wide legs on my suit that would need to be altered. I agreed. She never said that the blouse would look different. I was surprised when it was delivered the first time that there was no V-neck. It was different than the one I tried on initially. Definitely not what I had purchased. Interestingly enough, when I complained about this to the Revdex.com, suddenly my suit arrived for the second delivery with the correct blouse. Or so they say, as I haven't seen it yet. 2. When the suit arrived the first time, the suit was about 10 inches too small. In the reply, they say I asked for a larger size. I did not ask for a new pair of pants. She immediately stated that they had sent the wrong measurements to the manufacturer and that they would be reordering for me, and that it would only take two weeks. They are making it sound like I asked for new pants. Their measurement was so far off, I imagine that they could not be altered to add ten inches to the waist. So they had to order a new pair of pants. I did not ask for new pants, I asked her to make sure they fit, with extra room, because I know that it's easier to alter pants to a smaller size than to a larger size. I also stated this when they made the initial measurement, that I don't like anything tight, so please order a size up. This was stated in November when I initially tried on the suit in November. 3. Last, They keep stating that I have plenty of time for alterations and that I shouldn't get the suit altered until 6-8 weeks before the wedding. They do not now what kind of alterations I am making. The pants will take a long time because I am adding pockets and a belt. They need to stop downplaying the "plenty of time to get it altered". Their admitted measurement mistake added over two more months of wait time.  Again, I was told two weeks wait time in the store. It wasn't until I had left the store that they changed it to two MONTHS wait time.  I'm sure they did this so that I would not complain in the store about the additional two months. 4. They stated that it would arrive by the second week in May. It suddenly appeared after the second week but only after I asked for a refund5. I have no confidence in their product or the ability to get it altered in the few remaining days before the wedding.