ComplaintsforEva's Bridal International

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid in full the amount of $6017.50 on May 10, 2024. I tried on the dress on May 6, 2021. I was called in for my first fitting on May 25, 2024. I noticed that the dress was different than the dress I tried on, on May 6th. I also noticed that it was altered and I wondered why she altered the waist when I didn't ask her to, I thought it was because the waist was altered that it was so different. However, the seamstress ******** indicated that she did it to make it a smoother waist. She was only to hem the dress and put a piece in the back for it to be tied up. She told me that her husband picked up the tie-up for the back. Its doesnt fit that dress. I noticed that the dress did not have the glitzy soft bouncy look and feel that I fell in love with when I tried the dress on the first time. Once I went home I began to think through why the dress looked so different and felt different. I looked at the pictures and they looked different. I emailed the salon that I wanted an appointment. ***** indicated that I just had an appointment, why do I need another one. I called the next day and told ***** that I tried on a different dress than my original dress. She indicated it was the same dress. I said no, it's a different dress. After explaining to her over and over she finally said I know you were going to be a problem when you came in the store. I told her I was going to bring my seamstress. She said I couldn't bring a seamstress in because they steal their designs. I said I would come in, but when I got there ***** was not there. She called me and said I needed to make an appointment. It was made for 3:30 pm Sunday. Sunday, I told them this was a different dress for 3 hours. They refuse to bring the original dress, continually stating that the dress was the original dress. Anyway, they did enhance the altered dress and it looked very similar but it was not my $6017.00 dress. The manager is saying that I can't get a refund. I now want a complete refund and move on.

  Business response

  06/06/2024

  On 4-4-24, ****************** purchased a gown out of stock for $3292.50 for her wedding on 6/30/24 with ********,her consultant. This price is for the gown, $2000, $1000 in custom work, and tax of $292.50, totaling $3292.50. The gown was paid for in full with her MasterCard on 4/14/24. She was given a copy of her contract, policy guide (Marked A) and credit card receipt. This price did not include standard alterations of $500 as her contract states.
  Her first fitting was on 5/5/24, where she met with the seamstress to alter her gown. While walking out of the fitting appointment, she spotted a different gown on the sales floor. She advised the seamstress not to alter the gown she purchased on 4-4-24 and she would come back tomorrow to potentially purchase the other gown. ****************** asked if the seamstress could come in the following day, the tailors scheduled day off, so we could start alterations right away.  We willingly accommodated.  
  On 5-6-24, ****************** decided to purchase the other gown. It was priced at $5225.00, with tax of $509.44, totaling $5734.44. Again, this amount does not include alterations. The buyer *****, agreed to void the original contract and transfer her payment of $3292.50 to the new gown, leaving a balance of $2441.94 to be paid by 5/10/24. (See contract marked B).
  Per the customers request, we also agreed to start alterations without the gown being paid for in full, which is contrary to policy, as long as alterations were paid that day.  (see Policy Guide attached) We do not alter gowns that are not paid in full however, we wanted to ensure everything was perfect for her wedding that was quickly approaching. ****************** paid $500 via Mastercard and we started the alterations on 5/6/24 even though she did not have any of the undergarments or shoes needed to alter her gown. Her second fitting was scheduled for 5/25/24, under the stipulation that the balance of the gown ($2441.94) would be paid by 5/10/24.
  On 5/10/24, I left a voice mail message for ****************** reminding her that the final payment is due at the clos e .of day, 5:00 pm. If not paid, her alterations appointment for 5/25/24 will be cancelled, no work will be done, the pins removed, and the $500 fee paid will be applied to the balance due on the wedding gown.
  She called back a few hours later and explained to me that she does not know if she likes the gown any longer and that she thinks it is too much money. She needed additional time to think about it and maybe I would receive a call next week with the payment.
  On 5/14/24, ****************** came into the salon and paid $1225 and $1000 on her MasterCard, leaving a balance of $216.94. She insisted that she could not pay any more on the gown. She did not have the money for the balance. In an effort of good faith, we waived the additional money due.
  On 5/25/24, she came in for her second fitting. Everything went very well when we asked and she was very happy when she left. We scheduled her third fitting for 6/9/24.
  On 5/27 we received an email request for an appointment to look at wedding gowns from ******************. (See all email correspondence C). We were confused as to what this appointment was for considering she already had a gown, in alterations, that she could not pay fully for. She replied after hours that she will call into the salon on Tuesday 5/28 with questions.
  On 5/28/24, she spoke with ***** directly about her concerns. It was explained, in detail that, it is impossible for it to be a different gown. We have absolutely nothing in the salon that looks like this, in that size, in that color, will all the elements. Or even most of the elements on her gown. Not only do all the style numbers match but even the placement of the hang tags were in the same exact spot as her pictures The only appointment made that day for ****************** was on 5/30/24, where the tailor,***** and the Manager ***** would attend.
  On 5/30/24 ****************** arrived with 2 friends, promptly at her appointment time of 3:30 pm. She tried on the altered gown she claims is not the gown she purchased on 5/6/24. For nearly 3 hours, we discussed every single discrepancy she had with the physical elements of the gown. Issues like color, were remedied once we brought the gown into the natural light. Concerns about the sparkle layer were compared and were exactly the same as her photo. The width of the corset was fixed once we tightened the corset. After hours of explaining and verifying there is only one gown, ***************** said that the gown just doesnt feel the same. She felt like she was walking on clouds when she purchased it and now, she does not feel like that.
  We concluded the appointment with absolutely no physical evidence of a different gown than pictured because it is the exact same gown. All points she raised were verified to be untrue. Both friends with ****************** also agreed that they are the same gown. Please see pictures attached. The picture with the shawl over her shoulders is when she purchased and the picture of her in the yellow room is at the second fitting.
  A complete refund will not be given because she has yet to show us a difference between the gown in her picture from 5/6/24 and the gown she is claiming is an enhanced, different gown. She simply changed her mind about the gown.
  As she is aware, it is a final sale. Not to mention, the gown was altered to fit her shape. The total contracted and agreed upon purchase price is $6234.44. This includes the gown, $5225) tax ($509.44) and alterations ($500).  I am willing to give her a refund on the alterations, $500 less the balance of $216.94, totaling a refund of $283.06. All alterations made to the gown will be undone. 

  Customer response

  06/08/2024

   
  Complaint: 21796834
  
  I am rejecting this response because:I am rejecting this response because:
  This is not the dress I purchased. When I purchased the dress on 5/6/24 it was silky and soft with glitzy sparkles and glamour. I have videos with me bouncing in the dress and happy, and detailed videos of my dress I purchased. I know the feel of the dress I purchased, soft, bouncy and free flowing. The dress was tagged for $5799 on sale. I thought they would lower it more. But they only lowered it by $500.00. That made the dress $5225.00 with tax the dress was $5734.44.A transfer from a previous purchase was transferred over of $3292.50 making my balance $2441.94. On 5/14/24 I made two payments one for $1225.00 and another for $1000. The salon did wave $216.94. I also paid $500.00 on 5/06/24 for the dress alteration on 5/6/24 at the direction of ***** for them to hem and put a piece in the back for the tie-up by Sing Sang the lady doing the alterations. I told them then, that it was very pricey for just hemming and the piece in the back. But since ********* was doing the alterations I said I would leave it. I just wanted the dress. So that $216.94 that they waved was really not a gift as they say. I normally would not spend $6017.50 for a dress, but the dress I tried on was beautiful and lovely and worth me paying that price for it. The dress I tried on for the first fitting was not the same and if I had tried that dress on the first day I would never have agreed to pay $6017.50.                                                    After the first fitting, Saturday, May 25th.I was confused about why the seamstress would alter a dress with whatever what was done and Stays. I did not ask her to do that, and never gave her permission.She stated she did it to make it show my waist. She said. I made your waist fit better. I was puzzled. The dress I purchased was already fitted and my waist showed. I already liked my dress I purchased as it was. I never asked her to do that to my original dress it didnt need it. The dress I bought didn't need a waist change it only needed hemming. They were only to hem the dress and put a lace up piece in the back to lace it so my back would not show where it laced up. The dress they are trying to give me is a dress that they already had or made and they fitted it to me to make it look like the dress I purchased originally. The dress they are trying to give me is not my dress and does not look like a $6017.50 dress. I know the dress I purchased and when I tried it on I loved it. What they are trying to give me is not worth $6017.50 dollars and they know it. This salon is trying to take advantage of me as a customer. After the first fitting on May 25th I was confused when I left the store and when asked if everything was ok by ************ said, Im ok, because I was not sure what had just happened. I went home feeling something was wrong with the dress it looked similar but did not fit the same, it was not as glitzy and it was not soft and free flowing. I wondered; why would the store alter a dress that only needed to be hemmed. Ill tell you why because it was to make me fill thats what I wanted. I did not ask them to alter the dress in the waist. Again, they were only to hem the dress. The dress they are trying to sell me is not the same dress I purchased and they know it. And,I only came in for one fitting for this dress not two. The second time I came in was to let them know that it was not my dress. It was not a second fitting.They brought in another enhanced dress out. One that they wanted me to believe was my original dress. I noticed it was the wrong dress too.
  After noticing what was going on the day after the fitting I called about 4 or 5 times, it was a Monday and the store was not taking calls it was Memorial Day Monday. So I left a few phone messages and an email message for an appointment. ***** sends an email message.Why do you need an appointment you just had a fitting. I sent her a message about it not being the right dress. ***** calls Tuesday, May 28 about 11:59 am.We spoke for 2 minutes, I tell her thats its the wrong dress several times I tell her it not the right dress. I say Im coming in and bringing a seamstress.She did not want me to bring in a seamstress than tells me I know you were going to be a problem when you came into the salon. I tell her Im coming in and when I came in she was not there when I arrived. She calls the next day and says she  did not tell her that I was coming and didnt tell me to come to the salon. She knows I told her I was coming in. She spoke to me about coming in. When I got off the phone with her she knew I was coming in because she told me not to come in with my seamstress.After I got there the receptionist acted like she didnt know what was going on because she only setup appointments. I asked for the manager then the receptionist told me, I would have to set up an appointment and speak to ***** to speak to the manager. She also said if I had a problem I would have to speak to ******** and ***** and ***** would let the manager know I wanted an appointment. This is an emergency and ***** calls me the next day and gives me an appointment for the 2nd of June, a week and a day later. I have a problem with them giving me the wrong dress and she gives me an appointment a week later, like this is not an emergency.   
  When I had my appointment ******** never showed up. I even asked for ******** the one who sold me the dress and they said she was working with another customer. I was in the store 3 hours and ******** could not come out and tell me this is the same dress I originally purchased. I'll tell you why, because ******** knew this was not the same dress that I originally purchased they are trying to sell me. Everything I told them about the dress they refuted it and they even had me walk to the front and look at the dress in the light. I did, the dress was very bulky and difficult to pick up carry and walk in, and was not glitzy, soft and free flowing like my original dress.
  I repeat, I called the store to let them know that it was not the same dress and ***** said it was and I said to *****, they made a mistake its not the same dress. I told her I'll have my seamstress to come in to see the dress and ***** said I couldn't because they just want to steal their designs. There is nothing new under the sun and my seamstress would not steal designs. My seamstress would be there only to show them the difference between the dress that I bought and the one they were trying to push off on me.
  My Maid of honor and friend I brought in only said the dress was nice and looked nice. They never said it was the same dress and did say they look different so that is not true what the salon is saying. They only said they look similar and they do, but they are not my dress. And had been enhanced. Furthermore, I showed the pictures of the dress to several people and thy said it is not the same dress and something is missing, even my seamstress.                                The dress the salon showed me when I came back in to talk to them after giving me an appointment on June 2nd was enhanced and was not the same. The salon just doesn't want to admit it because they are trying to take advantage of me as a customer. I will not continue to be taken advantage of by ***'s Bridal. I paid $6017.50 for a dress and wanted the dress that was $6017.50 not a dress that they made to look like a $6017.50 which does not look and feel like my dress I tried on May 6, 2024 and no one can make me feel any different. For **** to say you will not return my full refund is dismissive and belittling and they should feel ashamed of themselves for trying to mislead me, and Im sure this is not their first time doing this.                                                Brides never think that stores would take advantage of them on one of the most important days of their life. I dont have time for companies who take advantage of others. I could not make myself even want a dress from a company I know is taking advantage of me or others. After this happened I researched your salon I wish I knew before this happened to me. I wish I had read their reviews before I walked in the salon. I see now why they have an F rating. I feel sorry for all those involved with switching my dress out. I want my full refund and there is nothing more to discuss.
  Sincerely,
  
  ********************************
  

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

  Business response

  06/11/2024

  Complaint 21796834
  
  REJECTED
  This is the exact same gown ****************** placed her deposit on, on 5/6/24. Please see information below, verified by documentation provided by the designer.
  Ms. ******** gown, *************** style 2488 in a size 14, in ivory/ blush was ordered new from *************** on 4/29/24. It was hanging stock from the designer. Ordered on 4/29/24 and shipped only days before ***************** saw it, arriving on 5/2/24. The only other time we have ever ordered this gown was on the same day, 4/29/24 in a size 8, in all ivory. (See page  
   We ordered this gown,along with 55 others, for a *************** Event. 56 brand new bridal and evening gowns,from different collections, to be sold below the strictly enforced *************** MSRP. All 56 gowns were ordered on 4/29/24 and shipped in 8 different packages.All arriving in the salon on 5/2/24, only days before ***************** saw this dress.(See shipping pages labeled 1, 2, 3 attached). The gown is brand new, arriving on 5/2/24. All of this can be verified with ***************.
  If we were to make this gown in 19 days as ****************** alleges,would mean we would need to have the following components on hand to make the gown from scratch. (See page 4 listing the components).
  -20 yards of net #1
  -20 yards of net #2
  -40 yards of tulle
  -15 yards of organza
  -16 yards of all over lace, (the sequin layer)
  -over 100 unbeaded appliques that would need to be individually cut and beaded by hand
  -8 yards of horsehair.
  Keep in mind, we do not make gowns for *************** or any other brand we carry. Therefore, we do not have access to the exact lace, beading,tulle, etc. All would need to be ordered from ***************. The *************** factories are located throughout *****, ********* and *****.  The delivery of the components from *************** is 3-4 months. (See page 5) Not only impossible to get in store in 19 days but impossible to put all together.  
  The wholesale price of JUST COMPONENTS, the above list only, would be $4830. Again, this is wholesale. This price of $4830 does not include labor to physically make the gown.
  Also NOT included are the cups,boning, interfacing, crinoline, lining, zipper, buttons and loops to match, etc;or any of the components of the detachable stole and ****** sleeves.  
  
  In total, the cost of this gown to make from scratch would be near $10000, wholesale.
  It would make absolutely no sense for us to make the dress for nearly double the price we sold it for.
  
  As for the alterations, the $500 fee was to make the gown fit properly, adding the back panel, the hem and the bustle. Nothing was changed on the waist. We added additional boning to support Ms. ******** large bustline. She chose not to wear the proper undergarments to support her heavy bust and the gown was not strong enough to support her weight without additional structure added.
  
  As with all previous dealings with Ms.  Beasly, there is much confusion. Our rating with the BBB is an A +, not an F as she dishonestly claims. Again, a matter of fact, not feeling.
  No further work has been done on her gown since 5/25/24. I will gladly refund her $283.06 and give her the gown as is.
   My offer is valid until the contracted wedding date of 6/30/24. We are not responsible for items left in the salon, paid or unpaid, after this date. This is stated in the contract signed by the customer and the policy guide given to the customer at the time of deposit. 

  Customer response

  06/12/2024

   
  Complaint: 21796834
  I am rejecting this response because:
  I'm staying with my original statement and will not be confused by what ***'s is saying. They will not use my name in vain against me. That is not right.  Again, I stand-by  my original statement. *** has taken away my original dress and my precious time I need to continue to plan my Special day. I have no more time to give to them and there lies and dishonesty. I was a Girl Scout and one thing I learned when I was a child is HONESTY and it is the word I want. I see they are not going to give it. I rest my case and hope they will stop lying. I will not own up to the lies they are giving me and cause me to choose their lies. The dress they made for me from the original dress is no where near $10,000.00 and don't look like it either. My original dress looked like $6000.00+ or I would have never paid that price, and they know it. I told ***** about the Style  #**** gown on ******'s web page and that's how and what my gown looked like. And ***** told me ****** enhanced there gowns and they don't look like the gown I bought. Return the money, stop lying and clear your conscious. The video attached is further proof that the gown they are trying to sell me is not my original gown. I will forever remember the feeling I had in my gown I paid for. Stop lying Eva *********************** God knows the truth, I know the truth and so does ******** and you. ***************************** Channel 2,5 and 7 will know the truth if you keep lying. Stop it! Ibelieve in truth!
  Sincerely,
  
  *****************************

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