ComplaintsforMadame Bridal

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two ********** dresses for my two one year old twins. They were express shipped to me. The day that the dresses arrived, I put them on my daughter because I was worried it wouldnt fit. When I took off the dress, her skin was irritated and I thought it was due to the material. When I looked at the label to see what it was made off, I noticed stains on the inside and outside of the dress. I then checked the other dress and it was the same thing. I took my daughter to primary care doctor because I was worried what it was in the dress. Medical records available upon request. I contacted the shop immediately via email and was sent the information of a lawyer. After I kept emailing to return the dresses they told me they do not do returns and have not responded since .i was scammed

  Business response

  10/30/2024

  This consumer, Anida Imaku, purchased 2 fancy dresses for her daughters, ordered them overnight shipping for an event that was taking place the following weekend, then called afterwards about a rash problem. 
  PLEASE SEE THE PICTURE OF THE DRESSES SHE ORDERED BELOW AND CONTINUE FOLLOWING THIS PRECARIOUS STORY.
  ********************************************************
  She stated that she had to take her daughterS for rash treatment. We simply asked that in order for us to present a legitimate case to the designer who went out of her way to fill this hurried order to please at the very least provide the proof of the clinic's visit. 
  SHE REFUSED. 
  Now... We are not going to speculate about the customer's goal who purchased $800.00 worth of clothing from our small family owned company, had it shipped for an event that was supposed to take place a few days later and complained about the dresses afterwards. Also we would have been delighted to consider a return if, at the time of the complaint, we had some kind of proof from wherever she took her child- Children- for a rash treatment.
  Filing a BBB complaint is a serious allegation against our hard working people. It influences honest people who may consider purchasing from us. We have been in business nearly 40 years, in the same location. For every consumer who clearly presents an ambiguous case, there are thousands who are delighted with our business and send pictures of their happy occasion.
  Please see just a few of our customer's online reviews.
  ***********************************************
  
  
  --
  *** Our Business Is to Earn Your Business ***
  
  Customer Pictures

  ***********************************************
  Contact Us: ************
  
  
  
  
  

  Customer response

  10/31/2024

  Hello,
  I received the response from the business and that is incorrect. I did not supply them medical records because ********** the designer in this case,per emails shown, emailed and said medical records were not needed and that I had 30 days to return the dresses. Madame Bridal refused because they lied about the designer needing proof. Please see attached email from designer. I have pictures of the event and my daughtersbirthday was ruined because they couldnt wear the dresses due to their conditions. Please see pictures of what outfits I had to put them in. I also run a small family business but in no way would I scam my customers by sending them damaged merchandise. I even offered them to pay for the shipping since I asked for the shipping to be expedited! Furthermore, the shop sent me emails of their lawyer and attempted to scare me into not wanting to return their dresses. 
  Please see attached the day that the picture of the damaged dresses is and compare it to the day/time the dresses were delivered. I will also supply medical records to ********************** along with bbb if needed even though ********** instructed me not to send them because they werent needed. 

  Business response

  11/01/2024

  Obviously this person's attempt to continuously berate our business is worth attention. Especially in the light of her story changing from an itchy dress to a damaged ******** an attempt to mend this situation we already spoke to the designer who claims the dresses were delivered in perfect condition. Nevertheless we will email this customer an inventory of all our warehouse dresses that she can exchange. There are over 3000 dresses to exchange her current outfits. 

  Please open this XL file and choose any dresses of equal value to exchange with your current dresses. 

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

   

  Customer response

  11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I select the following dresses for exchange: 

  ****** **** 54469-size 4 periwinkle-$350

  LaDivine CDo218- size 4 smoky blue -$320

  Jovani 64598-size 4 nude-$299
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 22, 2024 I ordered a Jovani gown style# *****A from Madame Bridal online which was received on 3//27/24. I had tried on the gown locally and ordered the size online. When the product arrived, there were glaring differences. Namely: -the original Jovani gown had a right slit, the one received had a left -the original Jovani gown had no breast pads, the one received had breast pads -the original Jovani gown had no seams, the one received had visible, poorly sewn seams -the original Jovani gown had a printed tag, the one received had a sticker on a thin tag The item charged and shipped to me was not the Jovani dress, and what I was received is a counterfeit ***********. I contacted Madame Bridal to return the gown and when I informed them of the differences, on 3/28 Madame Bridal stopped communicating with me at 9:30am EST.Selling counterfeit merchandise is a federally prosecutable offense, and I want my money back. I will return the dress in their packaging.

  Business response

  04/20/2024

  Sometimes, answering false and slanderous accusation from a consumer who  repots our small family operated business requires a firm answer.
  Attached please see the Jovani invoice. Our store has been a Jovani authorized retailer for over 2 decades. We are indignant and have forwarded this consumer to our legal team. 
  This is the content of our email to the law firm who protects us from people like this consumer. 
  

  Hil ****, pursuant to our conversation I am emailing this person and including you. Attached please see the Jovani invoice. 
  This person falsely accused  Madame Bridal for selling a counterfeit Jovani dress, and reported us to BBB.

  She has until Friday April/26 to retract her complaint from BBB.
  If this does not happen please turn this case over to your affiliate firm in *****************
  I am not going to stand for this outrageou, slanderous and false accusation for this consumer.  
  
  

  Customer response

  04/22/2024

   
  Complaint: 21502044
  
  I am rejecting this response because: Madame Bridal failed to address my consumer concern, they didn't address any of it actually. Rather, the emphatic reply which was fraught with typos and incoherent thoughts, leaves me wondering why this non-BBB accredited business even bothered replying at this late stage. First - when the gown arrived, we reached out to Madame Bridal to convey the differences in the gown received, and they stopped communicating after their first reply which was a boilerplate policy quote. Second - a firm answer as indicated in their reply included a word document, not an invoice from Jovani, bore no corporate indicia on behalf of purchaser/vendor and a defensive posture to forward an 18 yr old girl who spent hundreds of dollars and has legitimate questions concerning the authenticity of the product received seems inaccurate. Nowhere on the response invoice does it even mention return policy. Deflecting using ill-tempered posturing is not just poor customer service it is bad business practice. Madame Bridal chose not to address even ONE of the several discrepancies.

  "Sometimes, answering false and slanderous accusation from a consumer who  repots our small family operated business requires a firm answer.
  Attached please see the Jovani invoice. Our store has been a Jovani authorized retailer for over 2 decades. We are indignant and have forwarded this consumer to our legal team. 
  This is the content of our email to the law firm who protects us from people like this consumer.
  
  Hil ****, pursuant to our conversation I am emailing this person and including you. Attached please see the Jovani invoice. 
  This person falsely accused  Madame Bridal for selling a counterfeit Jovani dress, and reported us to BBB. 
  She has until Friday April/26 to retract her complaint from BBB.
  If this does not happen please turn this case over to your affiliate firm in *****************
  I am not going to stand for this outrageou, slanderous and false accusation for this consumer."  
  
  Sincerely,
  
  ***************************

  Business response

  04/22/2024

  The dress that you tried from another store might have been a fake Jovani dress.
  The one we sent you was a genuine one.
  Would you like to continue slandering our business with your responses? 
  ***********************************************

  Customer response

  04/22/2024

   
  Complaint: 21502044
  
  I am rejecting this response because: Again, instead of responding directly to the product complaint, Madame Bridal's choice is slandering a competitor unknown to them and not a party to the product and service of Madame Bridal and choosing not to respond to the consumer complaint in any meaningful way.
  
  Sincerely,
  
  ***************************

  Business response

  04/25/2024

  Please have this consumer go to the website of the designer ******.

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

  Look for the area that says find a store

  Click on online retailers to find Madame Bridal as an authorized retailer.

  This should adequately explain that you tried a non Jovani dress which did not look like the original dress you received from our store. 

  
  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dress online. The dress did not fit. I sent an email within two days of receiving the order. They sent me an automatic email that because it is shipped from their supplier and not an in store dress, they cannot exchange it or refund the nearly $500.00 paid. If this dress is in a ware house and you offer the various sizes on the website it would seem that you should be able to work with the customers rather especially when your sizing is different. I wear a size 4 in clothes from ***********************, *************** and ****** Brothers, etc. I ordered one size up to make sure it fit me. Your size 6 did not even make it past my hips and I do not have a bit bottom to take into consideration. The sizing is misleading and disingenuous and hiding behind the terms online should not be a defense if they are misleading or not putting the sizing correctly. They are putting a defective or misleading product into the stream of commerce. This dress was for my daughter's wedding and the fact that this is how you conduct business shows the era we are in where customers do not get customer service or assistance to rectify a problem. I was not asking for my money back. I was asking for an exchange to a bigger size since the 6 didnt make it past my thighs.

  Business response

  02/01/2024

  *********************** just requested the exchange this morning Thursday February/01 at 9.02AM.

  *****************************;<*************************************; 9:02?AM (7 hours ago)
  
  
  The automated response she received says that we will contact the manufacturer on her behalf which can take up to 3 days however, she didn't give a chance for the response.
  

  Again she will hear back from us regardless once we hear back from the manufacturer.

  Customer response

  02/05/2024

   
  Complaint: 21230912
  
  I am rejecting this response because:  The manufacturer and seller claim this is a special order-this dress was NOT made specifically for me. These appear to be standard dressed that are made and held in a warehouse. The issue here is he sizing, if this were a special order for a size 6 woman, it would at least go up to the thighs, some people may have issue with their stomach, *******, etc., which is why I ordered a 6 to account for my *******.  Allowing the manufacturer to deceive in their sizing and misleading the consumers should not be allowed. The size I received is nowhere near what I was expecting.
  
  Sincerely,
  
  *********************************

  Business response

  03/04/2024

  This is our response to the credit card issuer.

  Feb 4, 2024 4:52:55?AM ORDERED Customer Not Notified
  ********************************* ordered a dress from our website on Jan 24, 2024, 1:30:13?PM She ordered this dress from 67.78.183.98 Email ************************* Shipping address ************************************************************************************************ And phone number T: ********** Prior to completing an order she indicated that the date of the wedding is Saturday 02/03/202 (Yesterday.) When our staff became aware of this dispute last week we immediately responded to ********************* requesting our merchandise back right away. She did not send the dress back. Today is the day after the wedding. ********************** is still in the position of our merchandise. We would not return our messages encouraging her to initiate a return. In light of all these facts we would still honor a return if this consumer who might have already used this dress would send this dress back with all tags attached and in its original condition.

  Customer response

  03/04/2024

  The business never made an effort to resolve the matter. They told me that it was my fault because it was a specialty item.  I never received further communication or instructions from the BBB so  I assumed there was nothing for me to do. It is unfortunate that business continue to operate mislabeling clothing for women.  I have purchase other dresses from online companies and never had a problem with my size.  This dress like I said, doesn't even go past my thighs. I just wanted a different size, not a refund but that was no even an option. 

  Business response

  03/05/2024

  The consumer claims this dress was so mislabeled that it did not even pass her thigh. How is this possible? We ship hundreds of dresses from this designer. There is a size chart related to this product. The size chart has specific instructions about how to measure the bust/waist and hips measurements and order it based on those measurements. When a customer claims a dress did not even pass her thighs, we are simply baffled. We checked the designer to make sure the wrong size was not shipped. They responded that the exact size this consumer ordered was delivered. 
  Whatever a person's size is, really does not matter. A person can be a size double zero or triple X. All we ask our customers is to order their size rather than order the wrong size and have the gumption to then represent facts that are not in accordance to what the truth is and misrepresent them by reporting our small family operated business to BBB.
  The food news is that the overwhelming majority of our customers have this to say about our award winning customer service.
  ***********************************************

  Customer response

  03/06/2024

  It was  NOT resolved in my favor AND there is no return address. Because I selected a size 6, the credit card company closed the case and I have to pay.

  I have the dress, intact, in the box because it does not contain instructions on how to return the dress to **. I contacted the company for return mailing address which is why I filed the complaint because they said it could not be returned.  All I wanted was a different size. My daughter is getting married in two months and the added stress because companies are allowed to misrepresent the sizes is so contrary to federal regulation and placing a product in the stream of commerce. It is obvious this company has done this for many years and there is no accountability. I have no problem sending the dress back but they said the money was not going to be refunded so why would I send it back and still be forced to pay $500?

  Business response

  03/06/2024

  This dress was ordered specifically for you from the designer.
  Prior to completing your order you agreed to the terms and conditions of the sale, otherwise the shopping cart would have not allowed your order:
  *****************************************************
  We paid for this dress, just like you paid us and we are not able to return this dress back to the designer. 

  We would be delighted to assist you further, however we are bound by the designer's policy. 

  Business response

  03/06/2024

  This dress was ordered specifically for you from the designer.
  Prior to completing your order you agreed to the terms and conditions of the sale, otherwise the shopping cart would have not allowed your order:
  *****************************************************
  We paid for this dress, just like you paid us and we are not able to return this dress back to the designer. 

  We would be delighted to assist you further, however we are bound by the designer's policy.
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a dress and was told it could be returned via chat message. When I got the email confirmation it said no returns or exchanges. I immediately called and talked to the owner and they said to refuse the package and return to sender and I would not be charged. I took the unopened package to *** and returned it as advised the day I received it. I am being charged for the dress, but I have nothing. No dress but I have paid for it. I would like a refund. The business is not honest at all

  Business response

  08/21/2023

  We already instructed this consumer how she can remedy this situation so we could get the dress back to her.
  Instead she stepped up this situation to the next level by filing a complaint with BBB.
  Please advise this consumer to follow the instructions which were mailed to her previously so we may be of assistance. 

  Customer response

  08/22/2023

  the retailer would like me to take down a review I posted and then they will look into finding the dress.  i advised I would take the review down once I receive the dress or the refund.  I have done everything they have advised and I have paid almost $300 dollars on a dress I do not have.  I request a refund or the dress 

  Customer response

  08/23/2023

   
  Complaint: 20500197

  
  the retailer would like me to take down a review I posted and then they will look into finding the dress.  i advised I would take the review down once I receive the dress or the refund.  I have done everything they have advised and I have paid almost $300 dollars on a dress I do not have.  I request a refund or the dress
  
  
  Sincerely,
  
  *****************************

  Business response

  08/23/2023

  Our request from this consumer is within normal operation in our industry. The bad review should not have been posted to begin with and reporting ** to BBB ratcheted up our attempt to resolve this consumer's problem. 
  
  
  

  Customer response

  08/24/2023

   
  Complaint: 20500197
  I have taken down the review.  I am now expecting to receive the dress or get a refund
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  08/30/2023

  I have done what the company has instructed.  They will not respond to my emails and I have not received the dress or a refund.

  Business response

  08/30/2023

  We are asking this customer to provide the proof of her return so we could ask the designer to send the dress back to her. 

  Customer response

  09/06/2023

  the return tracking number is 1Z52V0A50398607477

  Business response

  09/06/2023

   1Z52V0A50398607477

  This tracking is when the dress was delivered to the costumer in *************** and not showing it was sent back to the designer in **.

  She claims she returned to sender but the designer still haven't received this return from customer. 

   

  Customer response

  09/06/2023

  I don't have the dress, if I did I would not contact you.

  Customer response

  09/07/2023

  Attached is the paid receipt.  Also attached is the email the owner sent me after I called and spoke with him on the phone.  It states that if I return the dress to ********* (which I did), he would refund the dress.  There is not a missing package due to the fact that it was returned to sender. ********* has the dress, Madame Bridal has the money and I have nothing.

  Business response

  09/08/2023

  Please have this customer send a clear tracking of her order emailed to ********************************

  The tracking recept that was text is unclear and we were not able to open and track her return. 

  Business response

  09/21/2023

  We have contacted ********** (The designer who shipped this dress to the customer.)
  They claim that they have not received any package from this customer.
  At this point we are offering any dress from our own inventory of equal price as a professional courtesy to this customer.
  Please have the customer email ******************************** so we could send a file of all the dresses that can be shipped.
  This dress should have never been returned without authorization but enough said. We are here to assist and finalize this situation. 

  Customer response

  09/22/2023

   
  Complaint: 20500197
  
  I am rejecting this response because: 

  As you can see from their email they advised they would refund the dress.  The dress was returned.  My event is next week and obviously, I already have purchased a dress at this time.  I would like a refund to my credit card.
  
  Sincerely,
  
  *****************************

  Business response

  10/03/2023

  We have respoded to this email for the tird time already. Ths shipper has no record of this return, therefore we are unable to work on the behalf of this customer. She did not follow this instructions to refuse the box. 

  Customer response

  10/21/2023

  They advised I could purchase an instock item, but will not return my emails.

  Customer response

  11/24/2023

  This business agreed to give me a store credit to resolve this issue and complaint and as of today, they will not follow through with that agreement?

  Business response

  12/06/2023

  This compalined was already answered several times. We need a clear tracking number and the proof od delivery back to the vendor before we proceed to show the return and ask for a refund. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ALTHOUGH THE DRESS WAS LABELED THE SIZE ORDERED IT DIDN'T FIT MY WIFE AS OTHER SIMILAR SIZES DID AND COULD NOT BE ALTERED. MADAME BRIDAL WOULD NOT RESPOND TO OUR REQUEST FOR RETURNING IT AND THEN MADE FALSE AND DEMEANING ACCUSATIONS TO DISCOVER CARD WHEN WE DISPUTED THE CHARGE WITH THEM. NUMEROUS CALLS AND EMAILS TO THEM HAVE BEEN IGNORED AND NOW WE HAVE FILED A COMPLAINT WITH THE ******* ATTORNEY GENERAL AND ANY OTHER ENTITY WE CAN THINK OF FOR THE $597 DRESS.ATTACHED ARE DOCUMENTS FROM DISCOVER CARD WITH THE ***** FALSE ACCUSATIONS AND NOTES OF OUR ATTEMPTS TO DEAL WITH ***** @ MADAME BRIDAL ALL TO NO AVAIL.

  Business response

  07/18/2023

  The person filing this complaint is not the person who purchased a dress from our online store. Therefore we are unable to respond to this complaint in order to keep the purchaser's confidential information. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/11/23 I called Madame Bridal to inquire about purchasing a dress, but wanted to understand their return policy before doing so. The website was unclear on their policy so I thought calling and speaking directly with the store proprietor would be the best course of action. I mentioned that I was only interested in a dress that could be returned and gave the manager a couple of dresses I was interested in. He verified that the dresses were in stock and could be returned as they were not special orders. I asked about purchasing a couple of dresses at once, and he let me know that I could only order one dress at a time if I were interested in returning it. Once the dress was received back, I could then order another dress if desired. Based on this info, I placed my order over the phone. I later received an email confirmation that said at the bottom that the dress might be eligible for exchange. I tried to call the store back to inquire about this, but my call was not answered. When the dress arrived on 5/17, I tried it on and was not happy with the fit. on 5/18 I sent an email to the returns email box requesting the necessary info to make the return. I received an automated response stating that it could not be returned and that I checked the box when ordering stating that I understood the policy. Since I placed my order over the phone I did not check any box. I tried contacting them several times with no response. On 5/23 I finally received a response saying I misunderstood the return policy and I finally received a return authorization on 5/25 and sent the dress back that same day in perfect condition. It was received on 5/31 and I still have not heard back from them acknowledging receipt or offering any type of credit. I have been completely misled by this company by the dishonesty given over the phone by the mgr. This was a large purchase (almost $600) and I just want my money back as I was originally told would happen. Please help!Thank you,***************************

  Business response

  06/08/2023

  Thank you so much for the information you provided. Please read the communications and everythig you wrote one more time.

  We agreed to the terms and conditions of the sale as per your specifications with this email to BBB and would be delighted to fulfill our great customer service to you.

  This is our communcations and the agreement that was forwarded to you:

  Jun 8, 2023 7:24:59 PM MERCHANDISE CREDIT ISSUED Customer Notified
  Jun 8, ************* PM MERCHANDISE CREDIT ISSUED Customer Notified May 31, ************* PM MERCHANDISE CREDIT ISSUED Customer Notified Hello *******, thank you so much, your *************** ***** was returned and inspected. The merchandise credit is issued in the amount $432.80 (minus 20% restocking fee) as per your agreement of Terms and conditions of exchange. When you are ready to place a new order please let ** know. This credit will expire in 18 months from today. Best Wishes, Madame Bridal

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a formal dress for my daughter from Madame Bridal online. The dress on the website said "In Stock," and the website brags "Easy Returns," so I figured we would order the dress to try it on, and send it back if it didn't fit. I ordered it on May 15. On May 18, I got another email about our order, stating that this dress was "special order," and was not eligible for a return. I immediately called the store and talked with a gentleman who said he would cancel our order. I asked if we would get a refund, and he said, "Of course." I then received a cancellation notice, but no refund. On May 25 a box was delivered to me by ***** that obviously has the dress inside. I tried for 4 days to get a hold of someone at Madame Bridal. I left phone messages, text messages, and email. No one got back to me. When I finally mentioned "fraud," I finally was texted back. This person asked for my order number and would only say that "special order" dresses cannot be cancelled. (?) They said I had 24 hours after I placed the order to cancel. But they didn't tell me it was "special order" until 3 days after I ordered it! Claiming the dress was "In Stock" was misleading if not downright fraudulent. (I guess they didn't say WHOSE stock it was in!)

  Business response

  06/01/2023

  *************************** ordered a dress from our online store and agreed to the terms and conditions of the sale prior to completing her order. Please see the return policy about items eligible for return. If they are in stock at our location, we would be delighted to exchange or accept a return. However If they are in stock at the designer, we are unable to accept the return.
  *****************************************************
  We are a designer brand store. We are not mass merchandisers. That is why the exclusive designs we carry are not available in department stores and mass merchandisers. We always encourage our customers to call the helpline provided on our home page in order to find out if their purchase is eligible for a return. 
  ***********************************
  There is one other small detail which this consumer forgot to mention when she contacted us. She forgot to mention that this pageant dress which she purchased for her daughter was already delivered to her home address. We are not going to speculate what the intent of this consumer is. Suffice to say that from the beginning this consumer's approach and contact was abrasive and beyond civility. 
  Mam... we hope that your daughter enjoys the beautiful pageant dress that you purchased for her, as we are sure she will. And we are also sure this was your intent. 
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a dress online and the dress I received was not the dress that was pictured on their website It was a totally different color. I tried calling and left 2 messages and no one picks up the phone or called me back. I have sent 3 emails, and all I receive is an automated email response. No one has reached out to help me initiate the return. I have provided pictures of the dress on the website verses the dress I received. I wanted the black with the pastel colors and I received the black with the bright orange, green and yellow. I just want to return it and get a refund.

  Business response

  03/17/2023

  We are working with this consumer to resolve the issue to her satisfaction. 

  Customer response

  03/17/2023

   
  Complaint: 19613003
  
  I am rejecting this response because I am told they are offering an exchange only. 
  

  These are the facts:
  1. I was sent a different dress that was pictured on the website 
  
  2. The dress was needed for this weekend, which means I had to go and purchase another one elsewhere.
  
  3. It is the responsibility of Jovani and Mandame Bridal to make sure what is on the website is an accurate description what is being sold.  Both parties failed to do this.
  
  Based on the above, I believe  full refund is in order.  Thank you. 
  
  
  
  Sincerely,
  
  *********************

  Business response

  03/24/2023

  Madame Bridalhas made a valiant effort to satisfy this consumer by offering an exchange for a dress that no other store would offer.
  We are still committed to exchanging a dress that the customer ordered and got delivery in perfect condition. 

  Customer response

  03/27/2023

   
  Complaint: 19613003
  
  I am rejecting the business response for the following reasons:
  1. The business has NEVER responded to my texts, emails or phone calls, and they never offered an exchange.
  In fact, I am sending a screen shot of numerous attempts of  reaching out and you can see they are not responding to me. 
  2.  I had to purchase a different dress from a different store because I needed the dress for an event over a week ago. 
  3. This is a very specialized store.  I dont need another gown.  I would consider an exchange if it were cloths I could wear everyday.
  4. They sent me a dress in the totally wrong color. Had they offered me an exchange in a timely manner, I would have accepted it.  But I never received any official communication and I was forced to go get another dress elsewhere. 
  5. The dress has not been worn, still has the tags and never even tried on, because it was not the dress that I ordered or the dress that was a pictured on their website.
  6. Based on the fact their website was incorrect, they should issue me a full refund.  I just want to return it and get a refund.  That is a very reasonable request based on their mistake.  Below is a recent screen shot of me trying to each out to them and they still have not responded to me. I attached texts and an email I sent on Friday March 24, 2023 asking why they have not responded to me. 

  Thank you.
  Sincerely,
  
  *********************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a refund for a dress that did not fit, was never worn and the the company refuses to let me return for a refund.11.3.22 - text Per website suggestion, texted Madame Bridal at ************ inquiring about a dress and size- #**** *************************. They responded the dress was available and can be ordered by tapping on picture and checking out. Offered free shipping for delivery.Order placed on 11.3.22. Order # *********. ********* by ****** **** Ruffled Off The Shoulder Dress. Nothing on the receipt states cannot be returned. Nothing on confirmation email says dress cannot be returned.11.10.22 - Dress received in mail and did not fit. I sent an email asking for return instructions and attached the receipt. No response, followed up with phone calls to Madame Bridal - no response 11.15.22 - Texted ************ stating we have been trying to get ahold of someone to see how to return the dress.11.15.22 - text Automated email texted stating to check confirmation email to see if item is eligible to be returned. (nothing was on that email)11.17.22. email Madame Bridal sends an email with automated response with cannot be replied to stating per policy item was not eligible for exchange and there would be not refund or follow up email.We have not been able to get any resolution from this company. They do not reply except for automated emails/texts.I am asking to be able to return the dress for a full refund - $820.00 I also ordered a different dress from this company and canceled the order before they sent it because they didn't have my size. My credit card was charged for the dress -$900 and never refunded as requested. I never received anything and have disputed through my credit card.

  Business response

  02/17/2023

  Per our policy ALL dresses from the designer Daymor couture are Final sale which the customer agreed upon prior placing the order or the order wouldn't go through. **********************************************************;.
  We expect every customer to read the Terms and Conditions before accepting it. Please see below.
  I read and agree to Terms and conditions.
  This is a required field.
  > BY CHECKING THIS BOX INDICATES YOU HAVE READ AND AGREED WITH OUR TERMS AND CONDITIONS
  THANK YOU VERY MUCH FOR YOUR BUSINESS     
  Most dresses are shipped with signature required. If you are not available to receive your dress at the point of delivery please email ******************************* with your order number and request a signature required waiver.
  Note: Special order items are products which our store does not keep readily available and need to be ordered in from our supplier therefore all in stock items include dresses that are "not physically" in our store but in stock and shipped directly from the supplier's warehouse as a "special order" and may take longer than 10 business days to arrive. 
  To cancel an order: All "Special order items" can only be canceled within 24 hours, however, after you receive the confirmation email WE CAN NO LONGER CANCEL ANY ORDER. All cancellations are subject to a 20% restocking fee.
  Multiple dress orders are subject to a Final Sale.
  
  Some "eligible items" can be exchanged with 20% restocking and shipping fees.
  
  We Do Not Offer Refunds.
   ALL Items Below are FINAL SALE:
  >>Wedding dresses
  >>Bridesmaids dresses
  >>Quinceanera dresses
  >>All Discounted, On sale and clearance dresses 
  >>All special order* shipped from the designer. 
  >>The designers **********, Daymor Couture and Tarik Ediz are Final Sale. NO exceptions.                                                                                                                                                        >>All emergency shipping (2 and 5 business days) THERE ARE NO EXCEPTIONS.

  ALL returns must be requested within 5 days of receiving the item to be considered for an exchange per the designer's policy. *******************  dress was delivered on November/10 and the request was sent November/17 again it's clear on our *****************************************************.
  
  We at Madame Bridal DO NOT promise returns and refunds to anyone because it goes against our own policy however, some dresses are eligible to be exchanged but not refunded.
  >If anyone could find in our return policy where it says there is a full refund for any item we would be delighted to accept the return and issue an apology: ********************************************************;

  We are here to answer any other question you may have. 

  Sincerely,

  Madame Bridal.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a dress on October 24th for a wedding I had planned for November 26th. I received the dress on November 4th and immediately saw it was damage and they size did not fit me, since then I have been trying exhausting to return it since it was no use for it anymore. They charge me $532 and change for it. After a month they finally decided to contact me and let me know that I only have 3 days to make a claim and that most dresses the sales are final which I think is a form of scam, since you have to try on a dress to see if you like the way it describes and make you feel. But they are not willing to cooperate with me at all. I am still waiting to see if they are willing to make a change for the same dress and same size, but it is not good enough at this point.

  Business response

  01/09/2023

  The return request was received by the return department within 3 days however, the customer did NOT mention the damage until 2 months later (see attached documents). Per our policy ***************************************************** ALL ********** dresses are Final sale which *************** agreed upon.
  ALL returns for damaged items are promptly accepted by us and the manufacturers. Return labels are provided and refund or exchange is done immediately.
  PRIOR to this complaint the return was accepted with our terms which again she accepted and an email was sent with the authorization.

  Below is a copy of the Return Authorization that was sent to *************** on January/05.

  Thank you *************** for your response and agreement with the terms and conditions of return.
  Please send your ********** to
  Madame Bridal
  >>RA ABSJ#*****/53097
  801 ****************** #*** 
  ************* **, 33426. 
  
  

  
  

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