Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dress from Helen's Bridal on 12/22/23 for my 10/6/24 wedding and Helen told me she could order extra lace that would match the dress and sew a custom matching cape. She quoted me ~$500 for the cape and dress alterations. I paid for the dress and the extra lace for the custom cape (total: $1189).On 8/17/24, Helen pinned the dress to fit me, scheduled a 2nd fitting for me to try on the altered dress and cape, and charged me $1182 to cover the alterations and cape in advance.When I arrived at my next fitting on 9/18, no work had been done on the dress nor cape. I returned a few hours later so Helen could quickly alter the dress. I asked about the cape and she said the lace would arrive on 10/26. I reminded her that my wedding was on 10/6 and she said she actually had the lace and was just waiting to get more for a different bride. I showed her how I wanted the lace to be placed and the cape to drape across my back.I finally saw the finished products on 10/4 and the cape's lace didn't match my dress. Helen said the matching lace wouldnt arrive until 10/26, so she chose to use a different lace. The cape also didn't drape across my back the way I specified.Helen's dishonesty kept me from making an informed decision about purchasing a cape. I only went the custom route because I was told it'd cost $500 and the lace would match; neither of these were true.I discussed my frustrations about the design changes with Helen on 10/4. She eventually agreed to refund me $100. Because I had limited time and felt discouraged, I left the shop with my dress and cape, but I still feel wronged for paying $600+ more than expected for an item that was vastly different that what I agreed to.

  Business response

  10/28/2024

  Before the consumer left my business I confirmed if she liked it or I would give her a refund and she approved everything and said she was satisfied, and she also signed the receipt that states no refund or exchanges.

  Customer response

  10/28/2024

  Complaint: 22409310
  
  I have reviewed the business' response and am rejecting it because I was not offered a refund for my dissatisfaction.  The only refund that I was offered was $100 after I repeatedly expressed my frustration and I did not think that I would get a better offer in the limited time I had at the time.  If Helen had offered a full refund for my dissatisfaction, I would have accepted that, but instead I accepted the cape because it looked pretty enough and I did not have time to find an alternative, but I was dissatisfied that I was stuck with a cape that I would not have agreed to if I had the appropriate information about the product and costs in advance.  
  
  Sincerely,
  
  ***** ****

  Customer response

  11/03/2024

  Attached is an image of the receipt for the cost of alterations/making the cape.  I misplaced the receipt for the original purchase of the dress and lace on 12/22, but Helen should have a copy of that as well; the print on my refund receipt from 10/4 has faded entirely.  I have provided screenshots of the transactions on the credit card I used for the purchases.  Helen did not provide me with a written contract for her services.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited Helens Bridal on 4/12/2024. I requested a short hem on a dress, was told I could pick it up in a week, and paid $60 when I dropped it off. I was charged via debit card on 4/12/2024, a photo of the bank transaction is attached. I picked up the dress on 4/19/2024 and was unable to try on the dress in-store due to time constraints. I took it home and discovered the dress was untouched, with no alterations and it was the exact same length. I called immediately that day and asked for a refund, as I needed to wear the dress that evening. Helen yelled at me over the phone, and told me I was wrong. She said I didnt know anything about hemming (I would know when something is the exact same length on me). I called ********** on 4/22/2024 and requested a refund. I was issued the refund, which was then repealed based on their research on 5/23/24. I am still out $60 from this business for a job that was never completed - a majority of the 1 star ratings on ****** prove that Helen does this often / charging people for a service, not touching the item, and refusing to refund.

  Business response

  06/07/2024

  It was $45 for alteration and an additional $15 for a rush as the consumer needed it sooner. We then received a dispute from the credit card company. The dress was picked up and tried on and they did not say anything was wrong with the dress. Please feel free to bring the dress back in.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We found Helen’s on the internet. My sister was getting married 5/21/22. We visited this location on 1/5/22. There was 4 of us. We all found dresses we liked and we liked the pricing. I then asked Helen about the cost of alterations if they would be needed. She said I’m Helen and I make all the dresses so unless you lose weight or gain weight you won’t need alterations. We were then told the dresses would be ready by the end of March. We started calling in April and was told she was just busy but they would be done soon. We all got a call the beginning of May saying dresses were ready. We all went in within a couple of days from the calls. I went in sometime that first week. The dress fit great but it was way too long. Roughly 12” too long. She pinned for a hem and said it would be ready in a week. I went in on 5/13/22 to try it on again. It was the length that my original paperwork said it should be and fit great. The assistant wrapped the dress and then proceeded to tell me it would be 60.00 for the alterations. I tried to explain to her that it wasn’t the correct length to begin with. She said if you want the dress you need to pay the 60.00. So I paid it. I then asked the assistant if Helen makes all the dresses why weren’t any of them fitting the way they were measured. She whispered Helen doesn’t make the dresses they come from China and they always need altered. I left disgusted. My sister then called Helen to complain and she hung up on her. We all feel like we deserve our alteration money back. We were mislead.

  Business response

  07/18/2022

  We always charge for alterations.  She wanted her money back because she thought we should do it for free.  We have signs everywhere stating alterations are not included in the dress price. 

  Customer response

  07/18/2022

  Complaint: ********
  
  I am rejecting this response because:the dress was not made to the size they measured me at. It clearly shows on my receipt what the length was supposed to be. It was so long it laid on the floor. When they altered it it was the exact length that was on my receipt to begin with. Since they didn’t make it to that size I shouldn’t have to pay to get it altered. They did no other alterations. They only cut the length to what it was supposed to be to begin with. 
  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a dress on 10/2/21 for my son's wedding on 4/2/22. They promised the dress would be ready in 3 months, plenty of time for alterations, etc. I called 3 months later beginning of January and was told the dress was not in but would be ready first of Feb. I called 2/1 and was told it wasn't in and China was closed for the month and it would be in first of March. I expressed my concern as the wedding was 4/2 and dress needed to be altered. They offered me the sample dress but said it would cost more b/c the dress was too big for me and would need more alterations. I said that was unacceptable. I called 3/2 one month from the wedding and the dress was not in nor could they track the dress (was told it was Chinese tracking & it didn't work that way) and that I was being unreasonable and I should just trust them. I asked how I should trust them when each time I called they delayed the dress. I also asked how she could run a business without being able to track her inventory. ***** said I was crazy and was hanging up on me. I'm not sure how 1 month from the wedding with multiple delays is being unreasonable. I have since found others have had similar experiences. Buyer beware and if she promises a dress make sure the date is on the receipt as this is an unscrupulous business!!! She claims it isn't her fault that shipping is backed up and that I must pay. I understand the receipt says no refunds (such as if I changed my mind, the wedding was cancelled or I gained weight) but not if the dress is not delivered in a timely manner.

  Business response

  06/09/2022

  See attached for full response.

  We have an "all sales are final" policy that was clearly stated to the customer verbally and it is printed on the receipt (see attached). The customer agreed to pay in full with a signed signature. The dress took several months to arrive due to the pandemic, and we attempted to communicate with her on multiple occasions that her dress was ready. She stated that she had already purchased a new dress for the occasion, and we reminded her of our no return policy. 

  We still have the dress for her to pick up. 

  Customer response

  06/10/2022

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

   

  I ordered the dress on 10/2/21 with a promise the dress would arrive in 3 months.  They knew the dress was for my son's wedding on 4/2/22 and assured me and several other people with me that I was ordering in plenty of time.  We even discussed the pandemic related shipping problems.  They were very convincing that they did not have problems and it would not be an issue.  

  At 3 months I contacted *****'s and they said the dress was not in but not to worry as it would be here the beginning of February.  I was trying to be graceful in accepting their response as I knew there were shipping issues.  They again assured me it would be in the beginning of February and I had plenty of time for alterations.

  I called the begging of February and they said that China was closed for the month of February and it would be the beginning of March.  I reminded them that my son's wedding was 4/2/22.  They said they couldn't track it and again I expressed my concerns for alterations, accessories, etc that needed to be purchased.  I reminded them that they said the dress would be in the first of January and they said it wasn't their problem.

  I called again on 3/2/22 one month exactly from the wedding day and the dress was not in nor could they track the dress and tell me when it would be delivered.  They said Chinese tracking doesn't work that way.  I stated I wanted a refund and they said it wasn't their problem.  I expressed that I understood that if I changed my mind, gained weight and the dress didn't fit or the wedding was cancelled but not if they didn't deliver the dress.  They said they would consider a refund after the wedding.  You can not get a mother of the groom dress in a matter of hours.  I ordered this dress dress October 2, 2021 so there was plenty of time and I wouldn't have this stress.  The dress did eventually come in but I had already moved on as dresses need alterations, etc and you can't wait till the last minute especially when a business can't track where the dress is!  ***** and her staff were very rude to me & even hung up on me as I tried to resolve this issue.  I would happily return the dress for the refund.

  Her fraudulent business practices are ruining many special events for people.  I do understand no refund but not if you can't deliver the dress when it was promised or within a small grace period of that delivery date.  Almost 3 months after it was supposed to arrive & 6 months from the order date are unacceptable business practices.  She & her staff continually takes the approach of they can't control shipping so it's not their problem and the customer is stuck with it.  In doing business with a store you expect a reasonable ownership of product delivery by that business and they clearly failed to meet that many times with the additional problem of not being able to track their inventory.

  ***** *****

   

  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My daughter and I was out on 2/28 shopping for Prom dresses. We were driving down Manchester RD,MO. and spotted Helens Bridal. We pulled over and entered the establishment. Upon entering we were greeted and the young lady behind the counter was very nice. I stated to her we were looking for a Prom dress. She began to help my daughter look at some dresses.My daughter tried on about 4 dresses, they were cute but my daughter wasnt 100% sure if she wanted to commit to one. My daughter pulled out her phone and showed the young lady that were helping us if they had anything on that particular style. The young lady began to say , Oh Helen can make that. Helen came from the back and immediately started saying, oh yes yes I can make for you. I said are you sure? She said yes and started showing us dresses she has made before. My daughter gave her the picture from her phone. Helen took my daughter measurements.We paid $273 deposit,$273 due at pick up. Total $546. So 3/28/22 I called to see how things were coming along. Helen stated that the dress was on its way. I said on its way? She said yes its been shipped. I was pissed!!! I said . you told me you were making it. Helen then said, oh no I have good people in China they make, send to me. Its going to be pretty. At this point Im LIVID!! I waited a little over a week, called 4/6, was told its on its way. I stated to the lady name ***** to put Helen on the phone. I told her she was a liar, fraud, and she had 1 day to get the dress or my money or I was coming with the police. ***** called me 2 hrs later and said the dress was in. Me and my daughter went to the shop and it was not the dress we showed her. My daughter tried it on, it is a cute dress but not what we asked for plus it didnt look finished at the bottom. I got the dress and came home.. We have 3 weeks before prom, I had no other options. She is committing fraud!! Lying saying she can make them but having them made in China with bad quality.

*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. ↩