Sunflower Bridal Boutique

Initial Business Response / [redacted] (1000, 5, 2016/02/18) */ In response to case number XXXXXXXX consumer [redacted] I first had contact with Mrs [redacted] a few months prior to her daughters gown orderShe came in with her daughter, tried on a few gowns and I answered her questions regarding time it took to order gown, deposits required, measurements needed, and other accessories need for a traditional quinceanera celebrationMrs [redacted] and her family members came back on December 19, and decided to place special gown order and items personalized with embroidery of name and date of their daughter celebration dateI told Mr [redacted] who is the one who paid the $deposit that all orders are final because of the nature of the purchaseOur Policy is also clearly posted on our wall which states "All SALES ARE FINALNo Returns, No ExchangesDeposits are non-transferrableCancellations will result in the forfeiture of your deposit." They placed order and we placed all custom orders and quoted ship dates of early April Few weeks later Mrs [redacted] contacted me and asked to change personalized item date to July 30, 2016, a few weeks later from her original date of July 9, I was able to change date with company but was told that those items would go right back into production and that order changes would not be possible and they gave me the same shipping dateI called Mrs [redacted] back and I let her know I changed the date but no other changes would be permitted from company since items keep their shipping date Mr [redacted] contacted me February 5th this time he said their plans had changed and he wanted to cancel his full order, I explained that that was not possible since his order was placed in December and we could not cancel his order with our companyHe said that in that case he only wanted the dressI told him I would call company on Monda, since they are closed weekends and it was pass [redacted] when he call, and see if by any chance they would allow me to cancel the personalized items and we could apply his deposit to his daughters dress onlyWhen I came in on Monday the first call that came in right when I was turning off our business alarm was Mr [redacted] Now he was upset demanding all his deposit back and did not want the dress eitherI explained that I was just walking in and I not had the chance to call company yet, he said he was calling me all day on Sunday, which is our our only day that we are closed, and I refused to answer is callI explained that we where closed on Sunday but I was going to call company right always, he was already upset and asked for all his order to be cancelledI told him he would not be able to get any money backHe was upset threaten to sue us, called us thieves' and hung upI still called company to cancel and as I was told before we could not cancel and we would be responsible for items that would ship, I also called designer company to check on the gown and it was also already in production and could not be cancelledA few minutes later Mrs [redacted] called and asked the same as her husband had just done and I explained to her our sales policy and that I had just called companies and I was unable to cancel any part of the order, so they would lose their depositMrs [redacted] continued to argue that item had not been received by them yet and there for should get their money back I explained that their order was a Special order and we would not be able to resell not even at a discounted price or sample price because it had her daughter' s name on itAnd we where already invested with the special order of her daughter dressAfter a few minutes of going back in forth apologized for not being able to refund and ended the callAt no time did I ever refuse to take their call, I made special changes for them in January at no cost to them and I would never take advantage of any of our customers We pride ourselves on providing excellent customer service to everyone of our customerOur sales policy is clearly posted and was also clearly explainedDo to nature of special orders, custom orders all of our sales are final, We are unable to return any deposit to Mrs [redacted] for their Special gown order which takes months to arrive because of our designer shipping dates which is put into production once we place orders , custom embroidered accessories with their daughters name

Initial Business Response /* (1000, 5, 2016/02/18) */
In response to case number XXXXXXXX consumer [redacted].
I first had contact with Mrs. [redacted] a few months prior to her daughters gown order. She came in with her daughter, tried on a few gowns and I answered her questions regarding...

time it took to order gown, deposits required, measurements needed, and other accessories need for a traditional quinceanera celebration. Mrs. [redacted] and her family members came back on December 19, 2016 and decided to place special gown order and items personalized with embroidery of name and date of their daughter celebration date. I told Mr. [redacted] who is the one who paid the $300 deposit that all orders are final because of the nature of the purchase. Our Policy is also clearly posted on our wall which states "All SALES ARE FINAL. No Returns, No Exchanges. Deposits are non-transferrable. Cancellations will result in the forfeiture of your deposit." They placed order and we placed all custom orders and quoted ship dates of early April.
Few weeks later Mrs. [redacted] contacted me and asked to change personalized item date to July 30, 2016, a few weeks later from her original date of July 9, 2016. I was able to change date with company but was told that those items would go right back into production and that order changes would not be possible and they gave me the same shipping date. I called Mrs. [redacted] back and I let her know I changed the date but no other changes would be permitted from company since items keep their shipping date.
Mr. [redacted] contacted me February 5th this time he said their plans had changed and he wanted to cancel his full order, I explained that that was not possible since his order was placed in December and we could not cancel his order with our company. He said that in that case he only wanted the dress. I told him I would call company on Monda, since they are closed weekends and it was pass [redacted] when he call, and see if by any chance they would allow me to cancel the personalized items and we could apply his deposit to his daughters dress only. When I came in on Monday the first call that came in right when I was turning off our business alarm was Mr. [redacted]. Now he was upset demanding all his deposit back and did not want the dress either. I explained that I was just walking in and I not had the chance to call company yet, he said he was calling me all day on Sunday, which is our our only day that we are closed, and I refused to answer is call. I explained that we where closed on Sunday but I was going to call company right always, he was already upset and asked for all his order to be cancelled. I told him he would not be able to get any money back. He was upset threaten to sue us, called us thieves' and hung up. I still called company to cancel and as I was told before we could not cancel and we would be responsible for items that would ship, I also called designer company to check on the gown and it was also already in production and could not be cancelled. A few minutes later Mrs. [redacted] called and asked the same as her husband had just done and I explained to her our sales policy and that I had just called companies and I was unable to cancel any part of the order, so they would lose their deposit. Mrs. [redacted] continued to argue that item had not been received by them yet and there for should get their money back I explained that their order was a Special order and we would not be able to resell not even at a discounted price or sample price because it had her daughter' s name on it. And we where already invested with the special order of her daughter dress. After a few minutes of going back in forth apologized for not being able to refund and ended the call. At no time did I ever refuse to take their call, I made special changes for them in January at no cost to them and I would never take advantage of any of our customers.
We pride ourselves on providing excellent customer service to everyone of our customer. Our sales policy is clearly posted and was also clearly explained. Do to nature of special orders, custom orders all of our sales are final, We are unable to return any deposit to Mrs. [redacted] for their Special gown order which takes months to arrive because of our designer shipping dates which is put into production once we place orders , custom embroidered accessories with their daughters name.