Complaints

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went in to get bridesmaid dresses and a free bridal robe I won. My bridal party was sick so backed out the morning of. I went in with my niece and 9 yr old daughter while there saw a dress asked to try on was told no didn't have an appt. While girls were trying on dresses lady brought the dress for me to try on. Wasn't sold on the dress didn't have a train. Asked if more could be added she said she would have to check. Was told one of a kind dress. They were closed was told to get special price I had to buy the dress then I said wasn't expecting to buy a dress cuz no one was with and wanted to see if I could add to the train. They asked how much money I had I said 200. Said has to be pd but can hold til tomorrow. I said I didn't want the veil or ***** said to late we would have to start the order over and we are closed. Got home reached out to my friend who owns a bridal salon and I asked if she could find out about the train. She did and comes to find out the dress is discontinued. When going back to hob for another bridesmaid appt showed the lady the email from the company disc. She called today about the dress I said I don't want it I know it's disc. I want the money put in my daughters bm dress. Was told no. I would not get my money back. I said nothing was ordered I was not told I would not get it back. I said I told her I wasn't sure I would even purchase. Was told did she force you to put the money down. I said well to get that ***** was told I had to. I said you are not out money you ordered nothing she said it was for the ***********. I said why do I need to pay for your *********** when it is her job and she gets a hourly wage? I just want it put toward my daughter dress that we never got pricing for or any paperwork on. These people expect to take my money to supposedly sell me a one of a kind dress that is mass produced that has been discontinued and never order it let alone tell me that if I put money down I can't get it back. This is absurd.

  Business response

  03/14/2023

  **************** visited House of Brides Couture in Schaumburg to view bridesmaid dresses. During her visit, she stated she purchased a wedding dress but did not like it. She asked to try a wedding dress sample she saw in the store.
  Mena, the sales consultant, assisted **************** with the gown. The sample is a brand new style from DaVinci Bridals Spring 2023 bridal line: ***********************************************. ****** spent 2-1/2 hours in the gown assisted by **** and ****, the store manager.
  **************** stated she loved the gown but asked if the train could be made 3 longer. **** confirmed it could and quoted the charge for the 3 custom train as $300.00 in addition to the price of the gown. **************** asked **** to write-up the order for purchase.  When **** advised **************** of the price and payment, she stated she did not have the money and would need to speak to her fianc.She also stated she had $200.00 with her that she gave as down payment to secure the price given to her by ****. **** advised **************** we could not place the order with the designer until the deposit was paid in full. **************** stated she would be back the next day with the remaining amount for the order to proceed.     
  **************** did not come back the next day and **** called to follow-up. **************** refused her calls until a few days later. She then stated she wants an additional 3 added to the custom train for a total of 6. **** confirmed the train length and quoted the 6 custom train as $600.00.   
  **************** stated a friend of hers told her the dress was discontinued. **** advised the style is brand new and introduced for the Spring 2023 season. By referencing the link above, you can confirm the gown is featured on DaVinci Bridals website as a current and orderable style. Ms.******* friend is incorrect.
  Also, Ms. ******* statement is out of context and incorrect. **** stated with the custom train, the gown will look like one of a kind.
  We have an All Sales Final policy, which states we do not accept cancellations, returns or refunds. The policy is viewable prior to purchase and is printed on the customers copy of the sales contract.e...

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dress from the House of Bride in Schaumburg in July 2021, I was notified that dress came in January 2022. When I proceeded into the store to try it on, it was discovered that the material is different, the designee of the dress is different. It was a complete knock off the designer dress. It was not the same dress that was tried on in the store. It was not the quality that was promised. I attempted to address the issue with the manger ************************* which completely disregarded the issue and was extremely unprofessional. The sale consultant agreed with us that the material is different and the dress is not the same as it was tried on in the store at the time of purchase. Additionally, the dress was see through. ******** instructed for ***** (sale consultant) to leave due to her agreeing with us. She laughed in our face stating, "I'll just mail the dress back and get my money back." ************************* stated the all the dresses in the store are dirty and that's the reason to the dress feeling different. The whole time that ************************* spoke with us, she did not complete with the **** due to not wearing a mask through the whole interaction. I attempted to contact customer service which they still haven't responded. I send two (2) emails and still haven't heard back. *********************** lied stating that we will be able to get our money back which was a complete lie. Their policy stated that it's a 100 % satisfaction guarantee which they do not stand behind. We had for altercation and the service was never preformed and ************************* refused to refund for services that were not done.

  Business response

  03/02/2022

  We apologize for any inconvenience to the customer. ******************* purchased a special order bridal gown from House of Brides Couture in Schaumburg on July 14, 2021. Special order gowns are made according to each order we, as an authorized retailer, submit to our designers. The dresses are made in the style, color, size and other specifications on the order. The gowns are pre-made or hanging on the rack. 

  Due to the special nature of our merchandise, House of Brides Couture has an All Sales Final policy, which includes no cancellations, refunds or returns. The policy is viewable prior to purchase in-store and online and printed on the sales contract the point of purchase. Please see the attached copy of *******************'s receipt. 

  *******************'s order arrived at the store in January 2022. Our staff contacted Ms. ********** who then came in to view and try-on her gown. She stated her concern about the material. The store manager, Krys spoke to ******************* and confirmed her gown was the same as the sample and as ordered. The dress came direct from the designer. In addition to the material, the design of the gown was the same. 

  Despite Krys confirming the gown was the same, ******************* was still unsatisfied. She requested a refund but Krys reminded her of our All Sales Final policy, which she agreed to at the point of purchase. Krys, at no time, stated House of Brides Couture would provide a refund. However, as an act of goodwill, Krys said she would contact the designer for a replacement gown with expedited shipping at no additional charge to the customer. 

  Staff contacted ******************* upon the new gown's arrival but she has not yet contacted the store or picked-up the gown. She stated she would contact her credit card company for a chargeback. We have communicated with her credit card company regarding the issue. 

  We are not issuing a refund because ******************* received the gown as ordered and management worked with the customer to resolve an concerns. In addition, the customer agreed to our All Sales Final policy. We invite ******************* to contact House of Brides Couture in Schaumburg to arrange the pick-up of her gown. 

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