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Complaint Details
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Initial Complaint
22/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
June 6 2022. Purchased a wedding gown that was part of the advertised 80% off the rack sale. All advertising and correspondence stated 80%. I told the sales associate I was there for the rack sale. I was advised of what dresses were included in the sale. When purchasing the dress a discount of 40% was applied to my bill not 80%. Orignal price is $1399 plus tax. I was charged $839.40 plus tax =$948.52. With an 80% discount the dress would have been $279.80 before tax. I contacted the owner by email about this and was told the sale is up to 80% and I should be happy with the 40% I got as that is a great deal. When I advised her that all the advertising and correspondence I received stated 80% and I felt this was being ******* advertised, she said she was working with her advertising company to get it corrected as it is up to 80% and if I'm not okay with the discount I got I can return the dress for a refund. She admitted the sale was improperly advertised and refused to honor the advertised discount amount. The only reason I made an appointment to go in was because of the advertised sale. The only dresses I looked at were ones included in the sale.Business response
15/08/2022
Business Response /* (1000, 5, 2022/07/22) */ The customer purchased 2 dresses and knew the amount that she was applied to her order which is 40% discount. when the purchase was done, the customer was fully aware of the discount applied to her order. When the customer got home, the customer emailed with the complaint that she wants 80% discount. The customer was advised that sale is up to 80% and not additional discount can be applied to her order. She was given an option to return both dresses for a full refund. On June 12, the customer decided to return only one dress and wrote: "I'd like to return the jasmine dress. I would not have bought more than 1 if I knew I was paying that much for the wedding dress". The customer received full refund for the returned dress. The customer also decided to keep the other dress and not to return it even though she was given that option. Consumer Response /* (3000, 7, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was only made aware it was only 40% when I was given the bill for payment. I thought maybe I misread the advertisements for the sale. I went home to check them over and they all said 80% off not up to 80%, you even said in your email that was an error yoy were trying to have the advertising company fix the error. You clearly admitted it was advertised as 80% off. I emailed because I knew any price adjustments had to go through the owner, and yes I did say I wanted to keep the dress. I went into the store under false pretense and found a wedding dress I love. I am not returning it, that is not an acceptable solution. You cannot advertise something at a specific price and then refuse to honor that price. Business Response /* (4000, 9, 2022/07/27) */ The customer purchased 2 dresses and knew the amount that she was applied to her order which is 40% discount. When the purchase was done, the customer was fully aware of the discount applied to her order. When the cusotmer got home, the customer emailed with the complaint that she wants 80% discount. The customer was advised that sale is up to 80% and not additonal discount can be applied to her order. She was given an option to return both dresses for a full refund. On June 12, the customer decided to return only one dress and wrote: "I'd like to return the jasmine dress. I would not have bought more than 1 if I knew I was paying that much for the wedding dress". The customer received full refund for the returned dress. The customer also decided to keep the other dress and not to return it even though she was given that option. If the customer wanted to return the other dress and get a full refund, she had an option to do so, however, she refused to do so. Consumer Response /* (4200, 11, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I did not want to return the dress but you ******* advertised your sale, which you admitted. "Hi ******, I apologize for the error. I'm working with our marketing company to update the ads. Stay Safe and Healthy! ****" You advertised a sale of 80% off and then refused to give 80% off. *********************************** I have come to your store multiple times and have recommended it because I have always had a good experience with the staff and liked the selection of dresses, but this situation makes me feel ******* and ******** If your advertisement said "buy one get one 50% off" I would expect 50% off the 2nd item, not up to 50%. You advertised 80%, not up to 80%.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.