ComplaintsforHouse of Brides Couture2

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction: August 28, 2023 Amount of money paid: $2,136.14 What the business committed to provide me: A wedding dress size 18 in the color WHITE by ******************************* dress style Camrbia (as depicted on his website) and it would arrive in ****** by February 28, 2023. The nature of the dispute: The dress will not be here in the guaranteed time 46-month timeline. Two weeks ago, I was told it would arrive to their store in mid-April. Two days ago, I was told the dress would be in their store at the end of February. I am deploying to Asia in March and the dress will not be able to be altered in time for the wedding. The dress was also ordered in Ivory, the wrong color. Ms. **** the store manager, told myself and my family that the dress could be ordered in white/white as the product in the store was ivory/blush. However, when we spoke to her on the phone numerous times over the past few weeks trying to confirm the delivery timeline and color, she told us she ordered it in ivory because, "it was close to white" and that is, "what she tells all of her brides if they [House of Brides] cannot order the dress in white". To include the incredibly disrespectful/poor attitude by the entire staff of HoBs when trying to find info. Because the dress is still in production, will not be in ****** on time, and arriving in the wrong color, I have asked for a refund. They are telling me that their store offers NO refunds, returns, cancellations, or exchanges. I now have to buy a different dress in ****** because of their mistakes and lack of communication/information. Whether or not the business has tried to resolve the problem: They will not offer any sort of refund, return, cancellation or exchange as this is not their "store policy" for an item arriving late and in the wrong color. I would have never purchased a dress from their store knowing this info. Account tracking number: The store is unable to provide any sort of tracking info.

  Business response

  02/07/2024

  *************************** purchased a special order wedding dress from House of Brides Couture in Lombard on August 28, 2023. She purchased store style #W2430/ ******************************* style Cambria in Ivory size 18 as indicated on the enclosed receipt. 
  Our ******************* immediately placed ******************** special order. "Special order" means the designer produces the gown according to the individual order including the style, color, size and any other specifications on the order. Special order are dresses are not available off the rack and typically, the designer ships the order 6 to 8 weeks prior the wedding date. Since **************** has a special circumstance, our expeditor arranged for earlier shipping of the order. The order is currently in the designer's ******************* and scheduled to ship by the beginning of next week. ******************** order is due in advance of February 28th and in advance of the standard delivery time frame. Tracking information is available once an order is shipped from the designer.  
  House of Brides Couture has in-store Alterations available for additional fee and able to accommodate ******************** time frame.  
  Our staff have spoken to **************** on multiple occasions. Due to the special nature of our merchandise, we have an All Sales Final policy with no cancellations or refunds. The policy is printed on the customer's receipt. Please refer to the receipt provided. 
  We are not issuing a refund because the gown was ordered as purchased and arriving in advance of the estimated time frame. 
  
  
  

  Customer response

  02/14/2024

   
  Complaint: 21250399
  
  I am rejecting this response because:
  Where on the receipt does it say that this dress is a special order? Based off of the timeline for the special order dresses shipping 6-8 weeks prior to the wedding date, I would have never bought this dress in the first place, as this timeline doesnt fit my requirements prior to my deployment scheduled because I would not be in the country to get alterations done. Before purchasing, Ms. *** never communicated the dress being special order or the timeline required. I was told the dress would arrive in ****** guaranteed 4-6 months after purchase date. To include, the website of the designer has a white option, which was the requested purchase color. However, House of Brides never told me when ordering the dress that they were unable to order the dress in white. Ms. *** described over the phone that she didnt bother to tell us that it couldnt be ordered in white because ivory is like white. If this was communicated, once again, I would not have purchased the dress in the first place. When purchasing, we confirmed the details of the size, color, and style dress. Ms. *** said white therefore I did not immediately look at the receipt printed as nothing seemed out of the ordinary. I am once again kindly requesting a refund as the purchased goods are not arriving in what was expected or on time for that matter. 
  Sincerely,
  
  ***************************

  Business response

  02/19/2024

  We provided the customer's receipt showing the color as Ivory/ Ivory. Customers must confirm the style, size, color and any other specifications prior to purchase. **************** agreed to and confirmed the gown as ordered. 
  **************** contacted House of Brides Couture questioning the color in February 2024, approximately 6-months after her purchase and after the order was placed with the designer. Her concerns were addressed by staff and by the designer's Retail Support. The representative confirmed the designer incorrectly listed the available colors of the gown on their website. They corrected their error immediately to show the correct color options as Ivory/ Ivory or Ivory/ Blush. Please see the attachment. House of Brides Couture is not responsible for any information provided on the designer's website. 

  As advised at the point of purchase and throughout, we confirmed ******************** gown would arrive in advance of the February 29th date. Her gown has arrived as of today and a House of Brides Couture representative contacted **************** with notification and details about pick-up. 
  
  House of Brides Couture in Lombard has an in-house ********************** and she can have her gown altered in time for her departure. Alterations is an additional fee. 
  

  House of Brides Couture has an All Sales Final policy stating we do not accept cancellations, refunds or returns. The policy is included on the customer's contract previously sent. 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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