ComplaintsforBridal Desires Inc

• Initial Complaint

  30/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I walked in for my appointment on November 6th 2021 and tried on a few dresses. Eventually, I decided to go with a dress being sold "off the rack", therefore not requiring an order to be made as the dress was going to be sold in as-is condition. Prior to paying for the dress, the consultant I was working with pointed out a very noticeable red stain on the back (bum area), that had been covered up at the time of the fitting due to pins being in place. I didn't think anything of it as she said she would send it off to be cleaned and I will be able to pick it up in 30 days. I paid a deposit down and left the store. Afterwards, I began second-guessing the purchase as I realized a brand new, more fitting dress would be best (dress size 12, I'm size 8). I reviewed the receipt and it stated "No refunds, returns or cancellations". It did not mention no exchanges. I reached out to the store prior to the dress being ready for pickup about my reservations and they denied my request for store credit. I had an issue for multiple reasons. 1. The receipt does not state that exchanges are not allowed, nor was this said to me. 2. I never made an order for or any alterations to the dress. 3. The dress was never in my possession. I also requested the exchange prior to the dress being ready for pick-up. 4. The cleaning on the dress needed to be done regardless as the owner herself made note of the very noticeable red stain. The owner went on to state that the cleaning was a "gift" to me, as this is not usually offered. However, due to the location and colour of the stain I believe that the dress should have been cleaned regardless. 5. I am not requesting a refund, as I understand clearly the no-refund policy. She offered me 50% of my deposit to use as store credit, and insisted on keeping the remaining 50% as property of "Bridal Desires". She has also given me an expiry to this store credit. I am requesting a full exchange in store credit, with no expiry.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2021/12/22) */ The customer purchased a clearance wedding gown on November 6, 2021, that included a one weekend only double discount. Prior to collecting a deposit of $710.55, the terms of the legally binding contract were reviewed with the customer and signed by both a bridal consultant and the customer. A copy of the purchase agreement *************** shows our policy of "All sales Final". In legal terms, this statement means no changes will be made to the agreement of purchase or to the final payment and pick up terms. All sales final includes no returns, no exchanges, no credit notes and no cancellations to the agreement. The customer claims she should be entitled to an exchange or credit because she did not order the gown or take it from the store yet. Our store policy includes no "holding" of any gown without a security deposit and commitment to purchase prior to ordering or removing said gown (items) off the selling market floor. In this case, a security deposit was given, a clearance gown was taken off the salesfloor and not made available for another customer to purchase for the duration of the layaway terms. This gown was sent off for a complimentary cleaning at the cost of the business. To offer an exclusive boutique shopping experience, we only stock one of each dress, one size, one color. Once it is taken "off the rack for purchase", that particular style is not available to be tried on or be considered for purchase by any one else. This gown is part of our year end inventory blowout and was priced to clear. Two full weeks from the time of purchase, on November 22, 2021, the customer requested a full refund of her deposit. After explanation that all sales are final she then requested an exchange or credit. We understand that a purchase of this nature is an emotional one and takes careful consideration. However, we have these policies and procedures in place to protect ourselves as a business. Being considerate of the buyers remorse she was feeling, we offered to meet half way and offer her a credit note of 50% of her deposit totaling $355.28 that she could use towards another dress with with an expiry of January 22, 2022. She wanted to take a couple days to think about her options and ultimately decided she longer wanted the dress and it was put back on the clearance rack on November 28, 2021. We feel that offering even a partial credit is a fair compromise, seeing as the contract was broken and the business took a loss by holding this clearance gown for three weeks, with no opportunity to be purchased by someone else during that time. Our 60 day offer of a credit note in the amount of $355.28 towards another gown is in effect until January 22, 2022. However, we will offer to extend this credit until January 31, 2022. Consumer Response /* (2000, 7, 2022/01/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) In short, I want to restate the facts which are: 1. The gown wasn't being "held". The gown was sent off for cleaning, for a red stain on the back that I hadn't noticed when trying on because it was clipped at the back. Had I noticed the red stain at the time, I would have been very hesitant to buy the dress as it was damaged in a very off-putting way. The location of the red stain warranted a prompt clean. 2. I emailed the store about the concern before the dress was ready to be picked up from cleaning. 3. All that was mentioned to me at the time of purchase was that no refunds were allowed. Which I understood and still do. 4. This was an off the rack purchase, meaning no order was placed. I was not asking for a refund, simply for an opportunity to exchange as I felt very uneasy about the condition of the dress after the fact. The owner had nothing to lose, however decided it was in the stores best interest to keep my money. An extension of a handful of days shows how little the owner is willing to work with her customers. I'm very unhappy with the outcome of this but do not want to bother taking it further.

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