Complaints

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a veil from onyx bridal on 4/23/23 and was told by the employee helping me to call back in August in order to have it shipped out from the vendor. When I reached back out in late July, I was told that the store was closing their physical location in ********** but they would still try to fulfill my order in time for my wedding on 10/7/23. The veil was allegedly shipped to the store and the owner, *****, reported that the beading ripped open when she opened the package. She asked for my address and said she would have it shipped directly to me, but it never arrived. I texted ***** the week of my wedding asking to cancel the order and refund me because I had yet to receive the veil. She said she would get the process of refund going but hasnt gotten back to me after following up with her through text or through her businesss instagram page. I have requested a refund for the veil, which I paid $193.58 on 4/23/23 and for the Starlet Package, which I purchased for $375 on 4/15/22. I am requesting a refund for the Starlet package because it included accessories and services that the company can no longer honor after closing the store.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my wedding dress in March of 2023. They said they would be in contact with me and inform me of my shipping date for the gown. They shut down their shop in June 2023 at their ********** location and said they will still deliver the dress. Since then they have disconnected their phones, have not replied to emails, and shut down their shop in LA. Multiple customers have been having the same issues in LA and **********.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My friend ****** purchased a dress from here over 9 months ago. 4 weeks left until her wedding and she has no dress or alternations yet. They keep saying it will ship and still no shipping number. Shes having to call and email constantly and they wont let her get a refund. Still no tracking number that they promised and they keep saying next week, next week. Looking at reviews we are clearly not the only customer they did this too. They give discounts to write good reviews at the time of purchase but see that many people dont hear back about their dress when its time to receive it.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I believe that this Bridal store is running a fraud scheme. I purchased a dress at this store and they informed me that my dress would arrive by the end of August. When the time came to pick up my dress they told me there was shipping delays and it would be here in two weeks, Then another two weeks went by they said it was delayed again so another two weeks. Then the hurricane came and they said it would be another two weeks. Then I wen to the store as they said it would be here today 10/06/22. The dress was not there and they stated that it would be here in another week. They have not been answering their phones at all, screening calls from brides. There are new complaints popping up all over about their business. The fraud is that I believe they are selling dresses they don't intend to really deliver, forcing the brides to have to take a used dress out of the store inventory last minute. This way they have a constant stream of money and they can buy dresses for their inventory without delivering new dresses. They are very nonchalant about not engaging with being honest about their business practices and they place women in a bind to not have what they ordered with little regard for others. After reading the reviews I can see that other women are experiencing them giving them secondhand dresses and telling them they are new. When I purchased the dress they young lady gave me the information and had a preloaded tip. It was not until later that I realized that it was 20% of my dress total which equaled a $500.00 dollar tip. Which in my opinion is fraud and I am upset that they can do this. I would like this to be investigated.

*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. ↩