The White Dress

Review: I purchased a bridesmaid dress from this company, along with five other bridesmaids. The $220 bridesmaid dresses all had zippers that wouldn't zip without dripping candle wax on them and slowly working them up. Two of the zippers broke. Mine broke just before the ceremony, and I had to be sewn into my dress. Because of that, after following up repeatedly with the company for over a month, the designer says the dress was "altered in the zipper area" and therefore they can't compensate me in any way for the hour and a half I stood being tugged at and finally sewn into my dress. A $220 dress should have better than a 25 cent zipper. This is the worst customer service I have ever experienced.Desired Settlement: I would like a full refund for this terrible dress.

Business

Response:

Per protocol, if there is an issue with a dress we send it back to the designer. The designer of the gown inspected the two dresses and refused to offer compensation after seeing that the size 16 dress was altered through the zipper and The size 8 zips up just fine. We gave the dresses to the customer in April of 2014. It was only after wearing the dressss that there was a complaint. We are not responsible for worm and altered merchandise. However in good faith we offered to work with the size 16 customer, however her response came via Revdex.com and campaign smearing on websites. The White dress sent two separate emails to the customer explaining that we would like to make this right and asked what she thought a good solution was. There was no response from her except a threatening email. Please let me know if you would like any email threads sent to you and or the designers response to the inspected dresses.

Consumer

Response:

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.

I am shocked by the company's response, which blatantly misrepresents my actions in this matter.August 18, 2014: I called the white dress and spoke with [redacted] about the zipper issue with the dress, letting her know that every bridesmaid's zipper was faulty. Two zippers had to be completely replaced. On the day of the wedding, my dress wouldn't zip up at all. I had to be sewn into the dress, which is (1) why the dress was altered in the zipper area and (2) why I didn't complain until after I had worn it -- it was a bridesmaid dress. I had no choice but to wear it.August 19, 2014: [redacted] forwarded me an e-mail to the designer setting forth my issues.August 30, 2014: [redacted] forwarded me an e-mail from the designer with additional questions for me (10 days after the designer had sent her the e-mail).September 1, 2014: I e-mailed back, answering the questions.September 2, 2014: [redacted] asked me to bring in my dress so she could ship it to the designer for inspection.September 3, 2014: I e-mailed [redacted] letting her know I had put my dress in the mail to be shipped to her.September 8, 2014: I e-mailed [redacted] to ask if the dress had been given to the designer. That day, she e-mailed back and said it would be shipping out to the designer that day.September 22, 2014: I e-mailed [redacted] to express my disappointment that I hadn't heard anything back from her. She responded that day, "I

am working on getting a concrete answer from Watters. Unfortunately we

have to go through all the hoops with them (shipping, then production

inspection and

then a supervisor’s decision). I am hoping to have an answer in the

next day or two. I have been consistently following up."September 30, 2014: I e-mailed [redacted], "Another week has gone by since I last e-mailed you.

The wedding was August 17th. It's now September 30th and somehow I still

can't get an answer on my broken dress. I know the delay isn't

necessarily your fault, but I am seriously losing confidence in this

company. I've put way too much effort into this to still have no

response."

That day, [redacted] forwarded me an e-mail from the designer (which had been sent to her on September 24, 2014) stating that the designer was not responsible for the dress because it had been altered in the zipper area (OF COURSE IT HAD BEEN ALTERED IN THE ZIPPER AREA - I HAD TO BE SEWN INTO THE DRESS ON THE DAY OF THE WEDDING!). The designer's e-mail also stated that the zipper on the size 16 dress had been removed and replaced (my dress), which was not true. The size 8 zipper was replaced because it completely broke when [redacted]'s husband tried to zip it up. My zipper was not replaced. It was sewn over at the wedding. [redacted] sent the following e-mail, "I don’t want to leave a bad taste in your

mouth because of the designer, what do you feel is an appropriate

solution? I will do everything I can to make it right. The dresses

will be back this week. Let me know

if you have any questions."October 1, 2014: After a month and a half of going back and forth, I sent an e-mail to [redacted] expressing my frustration. After catching my breath, I e-mailed to [redacted], "At this point, I can see nothing is going to happen handling this

the nice way. I have been patient for over a month to hear that it's my

fault my $220 dress wouldn't function (along with EVERY OTHER

BRIDESMAID'S DRESS). All 6 girls had to stand around rubbing candle wax

on the zippers to get them up and mine completely busted. You have been very nice, but this is by far the worst customer service I have ever experienced.