The Dress

We ordered 4 [redacted] dresses from "The Dress" & 2 do not fit. We have been to "The Dress 4 times asking to resolve this. Each time we were [redacted] told we signed off on the sizes, there is nothing they can do. Wedding is Aug 1 & were informed that they could not get replacement dresses & refused to help in any way. Interesting fact--ordered size 12--the sz 12 tried on in the store before ordering & a week ago fit or was too big. (1) Took the dresses to our seamstress and found that the dress would not do up is because the lining is stitched up on one side & zipper has a section of damaged teeth. We had already been in to "The Dress" to have them help us with why the dress zipper wasn't doing up--these 2 flaws should have been discovered on the inspection that Owner emphatically claims she did before we picked the dresses up AND/OR when staff looked at this dress for a 2nd time. Returned to "The Dress for a fourth time. Owner refused to take it out of the bag saying she inspected it & did not have to--stood there & claimed there is nothing wrong with dress & did not need to help. Alterations on this dress will be at least $165. (2)The 2nd sz 12 was also tried on with seamstress. It was carefully measured & found to be a sz 8. Asked "The Dress to measure or at least look at it compared to the other sz 12. Once again Owner stood stone-faced & refused to even take dress out of the bag. I took both dresses out, compared them in front of her showing at least an inch difference. She again coldly stated that there was nothing she could do declaring that we signed off on the size. We went to the other [redacted] rep in Saskatoon. They measured current dress & confirmed that it matches sz 8-10 on the [redacted] size chart--nowhere near the sz 12 ordered. They did not have a #[redacted] dress in stock but had a #[redacted] navy, sz 12. This dress fit perfectly. Because The Dress offered no solutions, there was no choice but to buy this dress.Product_Or_Service: Bridesmaid DressesDesired SettlementFirst choice was for 2 sz 12 dresses to be re-sent. Because The Dress did not deal with this on Jun 21 & refused to consider replacement dresses, we have been forced to do major alterations & buy a second dress and add a strap, which will cost an estimated $220 plus $292 for purchase of second dress. An email requesting refund for one dress & compensation for zipper replacement was sent to "The Dress on July 2 & no response has been received. Therefore, $500 compensation is requested.Business Response We have reviewed the complaint and again feel we provided the dresses that were ordered and signed off on by the customer. Another shop measuring and agreeing with the customer is not evidence of us making a mistake at all - the other store agreed as we are competitors and to make a sale. We addressed the issue and checked with the designer and all dresses were signed off for by the customer. [redacted] stated all dresses were completed via order forms correctly. If we had mistakenly ordered in the wrong dress we would be able to replace it immediately however this is not the case. The Dress has provided all the assistance in our power regarding this customer and will not be offering compensation. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As explained numerous times before, The Dress did not provide adequate customer service on this transaction. They refused to measure 3 out of 4 of the bridesmaids, even after this was requested. Based on the measurements of one bridesmaid, The Dress counselled her to order a size 12, thus agreeing that a size 12 would fit her. In the other situation, the sample dresses provided by The Dress indicated that a size 10-12 would fit. The Owner claims she reviewed each order and signed off on it, thus agreeing that size 12 would be an appropriate size. The dresses received do not fit and cannot be altered to fit--we have tried. We asked that The Dress immediate re-order these dresses and it refused to contact the manufacturer even to see if anything was available. We asked that the Dress make a claim to the manufacturer to address the damaged zipper, lining, and sizing issue and it refused. The Canadian representative/ US manufacturer have no evidence of The Dress communicating with them on this issue. The Canadian representative emailed me last week indicating that he is trying to contact The Dress but the Owner has yet to return his attempts.When these dresses did not fit, I asked the Owner to look at the size and compare it; she refused and declared she did not have to. Because she refused to inspect these dresses when asked, she cannot claim that her competitor is in error--she stood with her hands in her pockets when given the opportunity to prove to us that the dresses matched the size chart. The fact that the two bridesmaids are wearing [redacted] dresses in Size 12 as they attend the wedding next week is full evidence that the dresses in question supplied by The Dress are NOT actually a size 12 and need to be refunded. [redacted]The Dress has had ample opportunity to review the actual dresses. The Owner claims she has inspected each one carefully. If this was the case, she should be fully aware of the broken zipper and the size issue.[redacted]Final Business Response We did return contact to the supplier. Again we have all paperwork signed upon pick-up that the dresses were the appropriate sizes/colours/etc. and once leaving the store we are no longer responsible. We strongly disagree with the entire situation and will continue to stand firm. No further communication or compensation will be given.