Complaints

• Initial Complaint

  15/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for my wedding dress out right with a $300 credit on file for alterations. My wedding got cancelled during covid. In 2022 the store owner told me to leave it at the store because they had it covered under business insurance where as if at a house it wouldn't be covered, knowing I did not have a future date at this time. Feb 29. 2024 I called to say I have a date, they are now saying my dress was forfeited due to not calling them back in 2023. ***** has told me their business number has not called me at all in 2023. Image in white is now saying they will only give me a refund if I sign a release form. The release form puts the blame on me, and forces me not to speak of my experience with them. I refuse to sign something where I was assured my dress was safe 1 year before they sold it, I provided them with evidence that their business number did not call me, I have asked if there was alternate numbers to look up. I have gotten no where on a refund unless I sign this "NDA" release form That is so so so so WRONG! they made money off my dress when I PAID & alteration credit. for it plus AGAIN when this new bride was re sold my PAID for dress. Please help me. I have emails, screenshots from my conversation with *****, and the receipts of my dress with a contract I signed during purchase as well as the receipt for my credit for alterations
  

  Business response

  25/03/2024

  Communication with **************** had a final result of a refund with the signing of a regular government issued release exclaiming that nothing further due to either party after signing.  She refused to sign the release because she wants to share her story.  How infantile  ****** does she know how ridiculous it sounds that she doesnt keep contact with a store for over 2 years despite repeated attempts to contact her.  Even a dry cleaner wont store anything left over 30 days. Yet we gave free storage for over 5 years awaiting a response.  There is only so much a store can do!  So she can share her story. We have been in business over 30 years and have thousands of happy customers.

  As we feel we have been accommodating with the refundthat most stores would consider forfeited from a dress bought in 2019there is nothing else to be said.  And as we dont subscribe to BBB we consider this file now closed.

  Customer response

  25/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:e

  Hr response to the Better Business Bureau is that this is "infantile" 

  She refers back to keeping my dress in storage for free for 5 years, and that I have not called them back in 2 years. 

  So did she sell my dress to pay for her storage fees, that I was unaware of?

  She has confirmed we talked in 2022 (Again when I went to PICK UP my dress, and she confidentiality told me to leave it there knowing I did not have a date in mind) 

  2023 she SOLD my dress with ZERO communication, I have CONFIRMED and PROVED with ***** I have not received a call from her establishment in all of 2023. And I called Feb 2024 with a new date. 

  To me that is one year-1.5? With out communication not 2, and not 5.

  For a week of back and forth I told her I would not sign the release with how it was written as it blamed me for this "mistake" that was made. Not because I wanted to bash her. 

  My LAST email where she told me I had to sign it as it was a non negotiable transaction is then where I told her " I am not willing to sign something that stops me from sharing my experience with your establishment. You have single handedly destroyed the wedding I had planned and dreamed of for the last few years since I paid for my dress. In full"

  NOT AT ALL referring to posting online, if that was my intentions I wouldn't have waited to post for two weeks giving her the benefit of the doubt. I was referring to if I verbally speak of this I would get sued, I am NOT okay with being told what I can and cannot say regarding this horrible experience. As I have shared this story, so many people have come forward with the same stories of her having sold their dresses. They however needed to sign the agreement as they needed the money back. I do as well, however, I am not willing to relinquish my ability to now share my story. So many people say, do not go there. But no one says WHY or is allowed to say why because they have signed this agreement. I will not. Because I want to be able to tell people WHY NOT!

  If she was willing to take any responsibility for what happened, or even showed any remorse this would be different. As a business owner, I would be horrified to know that a client or customer had this happen to them!!! The way she is acting, this is just another TUESDAY for her. Zero care. Zero remorse. Zero acknowledgment.
  
  Sincerely,
  
  *****************************

  Business response

  06/04/2024

  As we have already stated (attachment) that a refund is ready for ****************,  Perhaps a new release could be structured to make **************** feel that she is "not at fault"??  She would also need to get rid of ALL of hers and her friends comments & reviews on the internet ********** *** **, etc) which are half-truths.  As **************** has already gone out and bought another wedding gown....this is now merely a transaction...
  
  I can call my phone provider to prove the phone calls...but once again...it is up to the customer to keep contact with a store...not the other way around.  We called as a courtesy as we had kept the gown for over a year beyond the second 2022 wedding date given.  We do not indefinitely store gowns for anyone...unless we have been contacted with updates.  You stated that you did not call back from our messages as you felt you didn't have to since you did not have a wedding date.  

  Do a release that makes both parties happy and a refund will be issued.

   

  Customer response

  11/04/2024

  Complaint: ********

  I am rejecting this response because:

  Our contract I signed while i purchased my dress was for my wedding dress you are unable to provide me with MY DRESS as you have sold it. So a refund should be given without this run around. I created and signed a new release, and you refused to sign it and had to have yours. I am not sure what "half truths" you are referring to when I have provided all the proof i possibly can to you, in hopes you would own a mistake that was made. 

  Me buying a new wedding dress has NOTHING at all to do with this. You, as a wedding dress shop owner, have not even shown any care as to when my new date is or when I need a dress. I told you i have a new wedding date.... that means I need a new dress. 

  The screenshots I have provided you have shown no one called me, so how can I call you back as I did not know. I did not have a date, which you were told and I was reassured from you, that it was okay to leave my paid for dress at your shop, infact not just okay but was a safer choice. If I had to check in monthly, yearly, etc, you should have stated that. We had that conversation in 2022. And you sold it 2023.You stated you gave me "over 5 years free storage", had you given me over 5 years of free storage, 5 years would have been Nov 19, 2024

  A "courtesy call" is what you're calling it? 

  You sold paid for merchandise. It was NOT owned by you to do that. 

  You can issue me a refund for your mistake. You already sold it and made money, so you wouldn't "be put out from this" 

  I would agree to take down my written posts that I have shared, but as for a release, I have never in my life for any refund needed to sign a release. 

  It is up to a business to allow reviews on their pages, allowing people to review their business. If you do not want reviews, you can shut off the review section of your page. I would, however, add in that a refund was given in the end. 

  Sincerely,

  *****************************

  Business response

  23/04/2024

  This person has received a refund and this file is considered closed

  Customer response

  23/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩