Complaints

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a preliminary bridal alterations appointment with **********'s Bridal LLC on March 14, 2024 during which my brand new wedding dress was pinned and we discussed possible alterations. No prices were disclosed during this time.I was asked to place a $350 deposit, upon which I asked what the total would be. I was told by an employee of **********'s Bridal LLC that an estimate wasn't yet available, but someone from the business would follow up with me about the estimate. I was specifically promised by the employee at the desk there would be no work done on the dress without the estimate given and my consent. If there are recordings of the shop on this date, this exchange will be fully validated by them. I agreed to the $350 deposit under these terms and agreed to schedule a second fitting under the conditions that there would be no alterations to the dress without my approval.I left the shop, and heard nothing from **********'s Bridal LLC until I took it upon myself to reach out to the business via email on April 3, 2024. At that time, I learned via email communication that **********'s Bridal LLC did not abide by our oral agreement, went ahead and made alterations to my property to which I did not agree. The business then held my personal property in demand of another $910 unless I conceded to bait and switch business practices. Rather than concede to a miscommunication among the staff and failing of their business practices, a manager from the business attempted to intimidate me over email communications. I have electronic evidence of these communications.There is no binding contract to justify the changes to my property undertaken. There was no signed document, as I was never notified of the planned alterations to my property or the cost that would be incurred. This process has further incurred emotional stress.

  

  Business response

  04/15/2024

  On March 14, 2024, the customer visited ********************************************* for a scheduled two-hour seamstress appointment, during which two of our highly skilled seamstresses pinned the customers gown according to her wishes. Afterward, the customer approached an employee and paid the $350 deposit required by our boutique for the seamstresses to start the alterations. 
  Concurrently, she scheduled a second fitting appointment for April 4, 2024. 
  During the second fitting appointment, customers try on the finished dresses and inform the seamstresses of any further alterations that might be desired.
  The customer asked for the total alteration costs, however, as with all alteration services we provide, no such amount can be given until all alterations have been completed. We are only able to provide estimates, which our employees would have readily provided her during the seamstress appointment had she asked. Finally, she left her dress with the seamstresses and exited the boutique.
  On April 3, 2024, one day before the previously scheduled second fitting appointment, the customer contacted ********************************************* requesting an update on her dress. 
  It is imperative to clarify that none of the terms or conditions described by the customer were agreed upon. The assertions of the customer contradict our established business practices in every way. The deposit the customer paid is exclusively intended for the initiation of the physical alteration process. Once the seamstresses start pinning a dress, the alteration process has already begun and the customer has assigned ********************************************* to the task of modifying the dress. Jacquelines Bridal kindly does not charge any fee until after the pinning, providing every customer the opportunity to witness the skills of our seamstresses first. Furthermore, Jacquelines Bridal does not schedule second fitting appointments for customers who do not wish for alterations. Logical reasoning will reveal that scheduling a second fitting appointment a month later, with the expectation of no work having been done on the gown, is unnecessary and unreasonable. 
  Lastly, our managers clearly and respectfully answered the customers questions and confusions through email. We are prepared to provide written evidence of the email communication to support our argument that no intimidation tactics were employed.
  In a recent demand letter, the customer requests an excessive sum of $1,260 from Jacquelines Bridal without providing any explanation to warrant such an unjustifiable amount. 
  On Sun, Apr 14, 2024 at 2:33?PM ******************************* <*******************************; **************** March 14, 2024, the customer visited ********************************************* for a scheduled two-hour seamstress appointment, during which two of our highly skilled seamstresses pinned the customers gown according to her wishes. Afterward, the customer approached an employee and paid the $350 deposit required by our boutique for the seamstresses to start the alterations. 
  Concurrently, she scheduled a second fitting appointment for April 4, 2024. 
  During the second fitting appointment, customers try on the finished dresses and inform the seamstresses of any further alterations that might be desired.
  The customer asked for an estimate of the final alteration costs. However, as with all alteration services we provide, no such estimate can be given until all alterations have been completed. Finally, she left her dress with the seamstresses and exited the boutique.
  On April 3, 2024, one day before the previously scheduled second fitting appointment, the customer contacted ********************************************* requesting an update on her dress. 
  It is imperative to clarify that none of the terms or conditions described by the customer were agreed upon. The assertions of the customer contradict our established business practices in every way. The deposit the customer paid is exclusively intended for the initiation of the alteration process. Jacquelines Bridal does not charge any deposit fee unless the customer requests for ********************************************* to perform alterations on their gown. Furthermore, Jacquelines Bridal does not schedule second fitting appointments for customers who do not wish for alterations. Logical reasoning will reveal that scheduling a second fitting appointment a month later, with the expectation of no work having been done on the gown, is unnecessary and unreasonable. 
  Lastly, our managers clearly and respectfully answered the customers questions and confusions through email. We are prepared to provide written evidence of the email communication to support our argument that no intimidation tactics were employed.
  In a recent demand letter, the customer requests an excessive sum of $1,260 from Jacquelines Bridal without providing any explanation to warrant such an unjustifiable amount. 

  Best Regards

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

   

  Customer response

  04/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As previously detailed, I requested an estimate before putting forward a $350 deposit. I was told by an employee at the desk that someone would follow up with the estimate within a matter of days. Again, the business representative PROMISED that no work would be done on the dress without a follow-up conversation. Nobody from the business followed up with me at any point, and I had to take it upon myself to reach out to the business, upon which I was informed that not only had unapproved alterations been made on my personal property, but the property would absolutely not be returned without a further payment of $910. Their after-the-fact itemized list of charges included a $180 steaming charge, which is 3x the market rate for such a service, and also something one of the seamstresses told me I could "do myself with a $20 steamer from Bed Bath and Beyond."

  The business refused any mediation over email or phone calls and attempted intimidation by asserting they had recorded video footage of me in their store, while also refusing to provide any proof of said footage. It should be noted that video recording within the business is alarming considering the nature of customers in various stages of undress in their business.

  The owners and managers of this business have operated in negligence at the absolute best, and outright bait and switch business practices at the worst. They should be seriously investigated for their business practices and unfortunately, this circumstance is escalating to the local courts. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  04/28/2024

  We refer to our previous reply to remind the customer that she asked for the ***** and not an estimate: 
  The customer asked for the total alteration costs, however, as with all alteration services we provide, no such amount can be given until all alterations have been completed. We are only able to provide estimates, which our employees would have readily provided her during the seamstress appointment had she asked.
  The employee reference by the customer referred to a final steaming some customers perform before their event, in case the dress takes on any wrinkles between leaving the store and the wedding. The deep steaming performed by the seamstresses is professional and necessary between each alteration step. The seamstresses carefully press and steam the dress so the measurements and the work on the garment is exact. A wrinkly fabric will lead to faulty results.
  We are perplexed at the repeated mention of video footage, considering that we never insinuated any of the footage would or could be used as evidence. Our cameras are directed toward the registry, the showroom, and the entrance of the store to prevent theft. Customers can rest assured that no footage of the dressing areas exists.
  In email communications, one of Jacquelines Bridals managers mentioned We checked our recorded cameras and asked the employees. The purpose of checking the cameras was to reveal which employees had worked with the customer.
  Lastly, we note that the customer took the dress home on April 18, 2024, after checking it for satisfaction.

  Best Regards

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

  **********'s Bridal LLC

   

  Customer response

  04/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I defer to my previous response. Unfortunately, Im entirely unsurprised by this business owners continued attempts to circumvent. I picked up my dress under protest, which I have proof of through a mutually consented recording because of my prior dealings with their bait and switch tactics. This is not an indication that I agreed with any of the work, but rather that they held my dress unless I bend to their will. The circumstances of my ceremony being in July left me no other option, because the local courts have accepted the lawsuit I am bringing against this business in small claims, but the court date is not until August. I intend to collect on all damages and I am simply trying to be transparent to other potential customers about the dishonesty and defensiveness with which this shop operates.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to file a complaint about **********'s Bridal LLC as they engaged in unfair and deceptive practices, causing me to suffer monetary damages & emotional distress 1. Misleading Consultation (August 13, 2023): I scheduled a free consultation with the business, as seen on their website and Wedding Wire listing. No details regarding consultation charges or return policy were provided on any of their platforms or in our emails 2. High-Pressure Sales Tactics (August 17, 2023): During my consultation, taking photos was forbidden, and I was urged into a video call with family for opinions, which the staff then dismissed. The owner, ***************************************, aggressively pushed a dress beyond my $2,000-$4,000 budget, using misleading information about future appointment availability to pressure me into a decision 3. Coercion and Forced Purchase of Undergarment: The emotional pressure peaked when they forced me to purchase an undergarment, despite my refusal. This, coupled with the overall high-pressure environment, resulted in significant emotional distress 4. Payment and Additional Charges: I reluctantly made a payment, but they required a sudden additional third charge claiming inventory issues 5. Purchase **********************************payment, I was hurried into signing a Purchase Agreement without proper explanation. My refund request was denied based on this unexplained agreement Violations of Business Ethics:Failure to disclose key policies: return, additional charges Use of high-pressure sales ********************** of customer vulnerability Misrepresentation of product ********************** Coercive agreement signing without adequate explanation Despite no alterations being made & the dress remaining in their possession, they have refused to issue a refund.After attempting resolution through a 93A letter & contacting my bank, I have faced dismissal from the store. I request your intervention for a fair resolution to this distressing situation.

  

  Business response

  11/24/2023

  1. The customer implies through misleading writing that she had to pay for her consultation even though she scheduled a free consultation. The customer did not pay any consultation fees. All first appointments at **********'s bridal are free. Any additional consultations are free if the customer decides to purchase a dress. 
  2. Since our boutique creates our own collection of dresses that we sell in-store and that are exclusive to our boutique, our company decided to forbid any photos in order to protect our craft. Video calls are currently allowed for all customers since we understand not everyone is able to come in person.
  2a. All dresses, aside from one, that the customer was shown were below the $4000 budget. The dress the customer ended up purchasing was $3,993.00. Before purchasing, the customer was stuck deciding between three dresses, saying that one of them was definitely "the One". We kindly offered to put all three on hold if she decided to purchase one. This way, she can exchange the dresses after her purchase. Later, she scheduled an appointment, saying she wanted to exchange her dress for the $2,773.00 dress. The customer never showed up to the appointment.
  2b. Our boutique never misrepresented our appointment availability. The customer is referring to the exchange appointment mentioned above. She had wanted her scheduled appointment to be one week earlier. However, our boutique had been fully booked for that week already.
  3. At no point during the appointment did any of our employees force the customer to purchase undergarments. At the end of her appointment, the customer approached our employee and handed her the undergarments, saying she wanted to purchase them with the dress. The customer had also tried multiple veils but decided not to purchase them and think about it some more.
  4. There was an issue with the first payment; our employee made a mistake while calculating the taxes for the final price. We immediately informed the customer of this and wrote a new contract for her with the correct amount. Since the customer had already paid the amount written on the initial faulty contract, she only paid the difference of $132.81 after the new contract was written.
  5. The purchase agreement the customer writes about is the purchase contract mentioned above. The customer read and signed this contract prior to her final payment. The contract includes an itemized list detailing how the final price was calculated. Additionally, it explains that all purchases are final and non-refundable.
  
  The customer had decided to leave the dress in the boutique for the time being with the explanation that she wanted to purchase her shoes first and then come back to schedule her alteration appointment with the seamstress. 

  ****************** and her employees worked with the customer for more than three hours, carrying heavy gowns, dressing the customer, and giving her professional consultation. 
  On September 8, 2023, the customer tried to make several disputes with false arguments and claims against **********'s bridal. However, after explaining and sending the signed documents to her bank, they returned the disputed amount to our account.

  We attached our response to the customer's demand letter below.

  Kind Regards

  ****

  
  

  Customer response

  11/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am writing to express my dissatisfaction with **********'s Bridal LLC and to highlight practices that I believe are unfair and deceptive:

  
  1. Misleading Free Consultation: Despite promises of a free first appointment, the store retains both my payment and the dress, contradicting their policy.

  2. Questionable Business Practices:
  - Yelp Reviews Indicate Overpricing: A review noted the same dress being sold elsewhere for significantly less, questioning the store's claim of unique, custom selections.
  - Lack of Follow-Up: After expressing unavailability for their proposed appointment, the store failed to offer alternative dates.
  - Forced Purchase: Despite my reluctance, the staff insisted on including an unwanted corset in my purchase.
  - Confusing Payment Process: Splitting the payment into multiple transactions was disorienting and complicated the transaction.
  - Unfair Purchase Agreement: The agreement, heavily skewed towards the store's interests, seems to violate M.G.L.c. 93A. It omits the store's obligations while emphasizing customer responsibilities.
  3. Negative Customer Experiences:
  Yelp Reviews ********************* Multiple reviews describe experiences of poor customer service, overcharging, and a lack of transparency regarding timelines and additional costs.
  4. Personal Apprehension: These reviews have heightened my concerns about returning to the store for any reason.
  
  In conclusion, my experience and the corroborating Yelp reviews suggest a pattern of unethical practices by **********'s Bridal LLC. I am seeking your assistance in addressing these issues and obtaining a fair resolution.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business response

  11/29/2023

   
  1. The customer did not pay any consultation fees. The customer decided to purchase a gown and undergarments, which she paid for. We reference our previous reply to the customer to explain why the dress remains in the boutique: The customer had decided to leave the dress in the boutique for the time being with the explanation that she wanted to purchase her shoes first and then come back to schedule her alteration appointment with the seamstress. 
  2. Our response to the Yelp review mentioned by the customer, explains that the dress found online was not the same as the one in our boutique. We understand such mistakes can be made by those unfamiliar with dress details and fabrics. All dresses in Jacquelines Bridal are fairly priced.
  a. Njnl
  b. The staff did not force or pressure the customer to make any purchase. This fact is made evident by the customers decision to not buy the hair accessories she had been shown during her appointment.
  c. The customer had asked ********************************************* to split the payment into three separate payments due to a credit card limit. We had kindly accepted. Jacquelines Bridal can not be faulted for accepting such a request made by the customer.
  d. The purchase agreement states that we do not accept returns and advises customers check their dresses before the dress leaves the boutique. The purchase agreement does not violate M.G.L.c. 93A.
  3. Yelp reviews are not related to the customers dissatisfaction and therefore irrelevant. Regardless, we point out that Jacquelines Bridal has exceptional customer reviews on multiple platforms such as **************** Wedding Wire and the Knot. Additionally, Jacquelines Bridal ****
  4. We advise the customer look at other reviews and reinvite the customer to pick up her dress.

  Best Regards

  **********'s Bridal

*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. ↩