Complaints

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased bridal dress on December 2, 2021, paid 50% deposit. Paid remaining 50% when dress arrived in store April 15, 2022. Total paid $3842.00 Store owner ******* was doing alterations to hem as well as take in bust area and sew im bust cups and bra. Paid $678.00 for alterations on May 11, 2022. On wedding day, first time trying on dress since leaving store. Bust cups noted to be not sewn in and just resting between bra and dress. Distorted entire bust area of dress with no time to alter. Contacted ******* ( store owner and person whom I was told did alterations) of issue on Friday May 27th. She said she was going to contact a dry cleaner to box and clean dress as form of compensation. I followed up by email Thursday June 2nd to email on website. Also called Wednesday June 8th and left a voice mail message. No return emails or calls back. Tried again on Thursday June 9 th via phone and no one picked up. On Friday May 27th I did indicate that I came to her first to voice my concerns of disappointment and wanted this issue resolved in a timely matter. This owner is not returning my calls or emails and I am not sure who to contact. Thank you for taking the time to read my issue. ******** *********

  Business response

  18/06/2022

  Dear Sir/Madam, 
  
  
  We thank you for your letter dated June 10th, 2022, in respect to the allegations put forth by Miss ********** we respond as follows.
  
  
  Ms ********** initially purchased her dress the first week of December 2021 and we were made aware of her particular needs and swift upcoming nuptials. Ms ********** expressed that she need her wedding dress in a shorter time period than is the norm in the bridal industry. We were able to comply with her need and able to bring her dress. 
  
  
  The allegations from Ms ********** are puzzling on two folds. Firstly, on May 12, 2022 came into the bridal salon to pick up her dress for her upcoming wedding in Ireland. Prior to leaving the store Ms. ********** tried on her dress and examined the cups and the alteration on her dress. After she was pleased with the alteration and requested that no further work be made on the dress she willingly and knowingly signed our pick up slip acknowledging that she was satisfied with the alterations and that there was nothing wrong with the dress. A copy of said pick up slip can be provided as well. 
  
  
  Ms ********** internationally travelled to Ireland after she had picked up the dress from the bridal store. It wasn’t until two weeks later that we were phoned and made aware of any problems with them dress. Ms.********** travelled and flew internationally after trying on and picking up the dress from the bridal store, at any point in time throughout her travels the dress could have been damaged unfortunately that is a risk that taken by Ms. ********** on her own and while travelling there could have been a number of factors of which that could have contributed to the damage.
  
  
  Moreover, we never at any point agreed to pay for the dry cleaning we agreed to inquire on the cost of the dry cleaning and to see if we would be able to find her a fair price as a gesture of goodwill. If the problem was the alteration why isn’t Ms. ********** requesting we repair the cups but instead requesting we pay for her dry cleaning. We do not see how the issue at hand and the dry cleaning are one and the same. The alteration in question are done by hand and they are durable, we have never come across this issue before. 
  
  
  We have explained to our customers and staff that we are away until the end of June and should anyone come to the store they will also note a sign stating the same. Therefore unfortunately Ms.********** would have to wait upon our return. 
  
  
   We believe that Ms. ********** at any point from taking the dress from our store and travelling to Ireland could have incurred those damages. We cannot know when they occurred but we only know that when Ms. Hutchison left our store she was pleased and signed a pick up slip thereby acknowledging that we are not accountable for any damages that may occur after the dress has left our store. We are extremely disappointed in these allegations and that our stores reputation is hindered by them. 
  
  
  Should a copy of the pick up slip be required we will be more than happy to provide one. 
  
  
  Yours Truly, 

  Customer response

  20/06/2022

  
  ********** ********
  
  In response to your letter, Antoinette Bridal did get my dress in as promised within the timeline. I did try on my dress in the bridal store before paying for the alterations in full. I pointed out what looked like a tea or coffee stain on the train and the owner used steam to try to remove it. I was not happy seeing it but so close to travelling I was not going to make it an issue.
  
  There was no damage to the dress in transit. My parents took my dress with them to Ireland.  It was well looked after at airport security and was laid out flat in business class on the plane.
  
  The dress travelled extremely well in its bag. On the morning of the wedding when I took it out of its bag I noticed a couple of pins at the bottom of the bag and thought that a bit strange. When I put my dress on I saw other pins popping out in the bust area. This was when I discovered that the cups were just pinned in and not sewn. The travelling had dislodged some pins that should not have been there in the first place.
  
  My mother had to sew the cups in by hand and make other adjustments to ensure my dress sat better. This delayed my departure to the ceremony by at least 30 minutes and created a lot of added stress.
  
  Unfortunately, because the bust alterations were pinned so well I did not realize the actual sewing had not been done when I was in the store.  Although the dress had to be transported, travelling would not result in stitches disappearing. It did result in a few pins coming loose which, in turn, showed the work was not completed.
  
  I paid for bust alterations that were not completely finished and only discovered on the wedding day. If the wedding was still ahead I would definitely ask that the alterations to the bust area be completed properly but the wedding is past and it’s too late for that. To make up for the immense stress on finding the bust area was unfinished when I put my dress on, on my wedding day, I was hoping that Antoinette’s Bridal would contribute towards cleaning costs as a way to say sorry for sending you away with unfinished, paid for alterations.
  
  A business that prides itself on good customer service should ask itself what could I have done better to make the customer happy. All I wanted was a beautiful dress and alterations done properly to feel beautiful in my dress on my wedding day. I did get a beautiful dress but the alterations were not completely finished and that is the issue. I paid for something that was not done.
  
  Sincerely,
  
  ******** *********

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