Complaints

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a dress from Prom and Beyond on August 31st, 2022. The dress was for my daughter's homecoming. The invoice is attached. The strap broke the next day while trying on her shoes with the dress. My suspicion is that this dress had already been altered. Anyhow I took it to 3 reputable alterations people and they all said the strap would both need to be replaced because of the bodice. Shortening the straps would allow for the breast to show. I took it back to the shop. They claimed that their alterations could fix it without affecting the strap length. Pictures below show they were unsuccessful. Even with the sales person seeing the unevenness of the dress on my daughter and visible holding the straps up and showing the difference they lied and said there was no difference. When I contacted the alterations directly they reported the shop never had been sent them the dress for proper alteration. The dress is unwearable for the event in 24 hours and they will not return a phone call to fix the problem they created with a bad alteration. Sincerely, **** ******* *********

  Business response

  10/03/2022

  In response to the complaint, first and foremost, as *****'s invoice states, our policy states that all sales are final and there are no returns or refunds. 

  
  On the day of purchase, at approximately 6:30PM MINA and family left the store with the dress in perfect condition. In her written complaint she states that the next day, SEPTEMBER 1ST, the strap had broken. **** called the store and spoke with management on SEPTEMBER 12TH when homecoming was SEPTEMBER 16TH! we had no prior contact than that since she had left the store on August 31st. 

  
  On September 12th **** was told to send a picture of the broken strap, so that we could contact our seamstress about getting it repaired.
  Once the photo was received she was contacted again and we explained to her that she can bring the dress to the store and we would take it to the seamstress for the repair and have it brought back up to the store at open SEPTEMBER 13TH. 

  
  **** then told management that she needed the straps altered and that she wanted the seamstresses contact information to take the dress to her herself and have the alterations done. **** was texted a picture of one of our reputable seamstresses contact information. We discussed with **** that we would not be responsible for any alterations as we do not offer alterations and that we would only cover to repair the dress to its original condition. 

  
  Hours later on SEPTEMBER 12TH **** called the store back and proceeded to explain that she had no time to take the dress to said seamstress, so **** was told to bring the dress to the store like originally planned for us to repair the dress to its original condition. **** and daughters dropped the dress off on SEPTEMBER 12TH. Management then took the dress to a different seamstress, because it was simple fix. The dress was brought up to the store on SEPTEMBER 13TH as arranged. 

  
  Our seamstress repaired the strap to the same measurement as the the other strap that was untouched. It was then also compared to the strap of a stock dress of the same size and measured the same as it was sent from the manufacturer. NO ALTERATIONS WERE DONE TO THIS DRESS, ONLY A REPAIR TO A STRAP THAT WAS BROKEN AFTER IT HAD LEFT THE STORE.
  **** AND FAMILY came into the store on SEPTEMBER 15TH at approximately 6:45 to pick up the dress. **** was not happy with the repairs although it was simply just returned to its original condition. **** was not happy because she was well aware the dress needed alterations to fit MINA properly, hence why she asked for our seamstresses contact information to have an alteration done on SEPTEMBER 12TH. **** proceeded to scream at our assistant manager, demanded the owners contact information, and looked at our camera and said we are all idiots (AS WE HAVE ON VIDEO FOR YOUR VIEWING) 

  
  **** then left us a negative google review that the owner responded to. She wasn't happy with the response and proceeded to send us a Facebook message calling us liars and threatening us by saying she was going to send her husband. **** also sent a text message to the seamstress that she assumed had done the repairs. 
  

  
  

  Customer response

  10/04/2022

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

   

  It is correct that I called the store September 12th and spoke to a salesperson that offered to take the dress to the seamstress because she lived next door to her. She said she would have it back the next day. I never agreed to an inhouse seamstress working on the dress. As I previously mentioned 3 seamstresses already told me that the strap would shorten by either .5 – 1 inch. Repairing the strap was not an option. I have the dress in the state I picked it up from the store.
  I in no way threatened them. I offered to have my husband bring the dress to them to show them. This would have been easier for everyone. My husband is in sales and very efficient in handling these matters. Not sure how you took this as a threat.
  
  My daughter tried the dress on in the store the salesperson saw the issue but she was only allowed to say that she was told the straps were the exact same length even though she was visually seeing the difference. Your sales contract may have held up had you not personally messed up the alterations. 
  
  This is not the first incidence at this store from past reviews.
  
  To address the length of time between my call and dropping off. I have 2 daughters with chronic illness. My oldest has been in the hospital 3 times since mid – August. She is a junior. This is the first homecoming for both my girls and the first year in school due to chronic illness. I can easily afford a new dress. However, many people cannot. I don’t believe in any business being able to railroad a customer in this way. It should not be allowed in any state. These girls counted on your business to be run in good faith and good standing. 

   

  I reported this business to the BBB, did a negative google review, and reported them to the brand designer because this is within my right. If there were other agencies I could report them to I would be happy to do so.

   

  Again, the dress remains in the condition that it was given to me. I would be happy to take it to any 3rd party alterations for them to see that they ruined the dress by how they altered the straps. The straps can ultimately be entirely replaced but this should not be needed for a new designer ~$300 dress. 
  
  
  
  Sincerely,
  
  **** *******

*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. ↩