Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchased on 8/31/2024 for the amount of $168.99 with express shipping. Ive contacted the company several times and now theyre not responding to my emails or calls.

• Initial Complaint

  Date:08/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a $300 dollar wedding dress from KissProm several weeks ago. It arrived and had 6 different stains on it. I returned it promptly and their website states with returns, they will offer 85% store credit back. They sent me a gift card for 50% store credit. When I asked where the rest of the 85% was, they stated the dress was "dirty and had a perfumy smell." This is the entire reason I sent it back to begin with. No one answers their contact number and they actually sent me a different number to call, which is disconnected. This is likely a scam and I don't care about my money at this point.

  Customer Answer

  Date: 09/11/2024

   Better Business Bureau:
  
  Hello, 69354608E81A8 is my case number. The company reached out to me directly and we have resolved it at this time. Thank you.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $400 for a wedding dress on KissProm and when received it looks nothing like the pictures. It was very cheaply made. You cant even pull the dress over your shoulders because of how disproportional the dress is while the bottom half is loose. Sequins were falling off. And all the store offers is store credit. I want a full refund for the dress. They steal images from other sites and make knock offs so I cant trust ordering another dress from them. I need a full refund. What this place is doing is not right

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from this company on 7/12/24 after being skeptical, but ultimately hopeful as I fell in love with one of their dresses. I initially ordered a custom size, but their customer service reached out to ask if I wanted to switch to a standard size dress since the measurements I provided were the exact same as a standard size. I agreed so I would have the option to return the dress. Then silence... Reached out to them on 7/23/24 to ask for an update and was told my order would ship that week. I eventually received it and the quality was HORRIBLE. It was CHEAPLY made, UNCOMFORTABLE to wear and DID NOT look like the pictures on the website. Furthermore, I discovered they stole this design from a famous wedding dress designer. I will be contacting her to let her know they are stealing her designs. So, I returned the dress. The return was immediately denied. Why? Because they said it was a custom size when it WASN'T. They literally asked me to change to a standard size but rejected my return for a "custom" size. That's when I knew this was going to be a fight.Let them know it's NOT custom. So they finally send me a return label. I return it and again hear nothing from the company. Then, I receive an automated email with a gift card for less than half of what I paid for the dress. So I had to contact them AGAIN. What did they say? You're only getting half back because it's a custom dress and there is hair on it. Reminded them it is NOT a custom item and asked for evidence of hair. They provided very poor evidence of hair (see photos - not realistic to deduct 50% off a return) and once again reminded me it was rejected because it was custom... *****... I then left a review on TrustPilot and demanded they have a manager respond. They finally acknowledged that the item is not custom. However, they said they would only give me 15% more CREDIT (not a cash refund) IF and ONLY IF I remove my TrustPilot review. I consider this a threat and I am not interested in credit!

  Business Response

  Date: 08/13/2024

  
  We appreciate the opportunity to address the concerns raised by our customer regarding their recent experience with our company.
  
  Firstly, we sincerely apologize for any frustration and inconvenience the customer experienced during their order process. We understand how important it is for customers to receive high-quality products and a smooth shopping experience.
  
  Return Policy:
  The customers return was initially denied because our team member did not review the order details and mistakenly believed the customer's order was a custom size. Upon further review, we recognized the mistake and processed a return label. We acknowledge that there was a delay in communication, and we sincerely apologize for any distress this caused.
  
  Refund and Credit Offer:
  After reviewing the returned item, our quality control team identified a concern regarding the presence of hair on the dress. Based on our return policy, we issued a partial refund via store credit. However, we understand that the customer found this outcome unsatisfactory. To address this concern, we offered an additional 15% store credit as a gesture of goodwill, which the customer declined.
  
  TrustPilot Review:
  We understand the importance of customer reviews and the right of every customer to share their honest experiences. Our intention was never to pressure the customer into removing their review. Our offer was made in good faith to improve the situation, not as a condition to remove any feedback.
  
  In closing, we regret that the customer had a negative experience with our company. To make amends, we are willing to offer a 25% refund to the customer. Should the customer wish to discuss further resolutions, we remain open to finding a satisfactory outcome.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
  
  First and foremost, more than one employee made the same mistake over and over again (not checking the order notes). Our current email thread has 25+ responses in it from at least three different people. Secondly, this company is saying because they found a couple of hairs (NOT MINE) on the bottom of the dress that they could easily clean they will KEEP 100% of my money and offer me up to 65% of the item total (not order total) back as store credit. Meaning I have to buy something from them after they delivered horrible customer service AND sold me a design they stole from a wedding dress designer. The photos of the dress for sale on their site are the same EXACT photos from the designer's site. That is not legal. So no, I ONLY want my money back so we can go our separate ways. Only a refund would satisfy me and convince me to remove my reviews. I'm still their customer, so I am still entitled to post as many reviews about their business as I want.

  Business Response

  Date: 08/19/2024

  Thank you for the opportunity to address the additional concerns raised by the customer. We value transparency and aim to resolve this matter amicably.
  
  We are willing to offer the customer an 80% refund as a gesture of goodwill. Regarding the quality control issue, our inspection team did find that the returned dress had noticeable hair on it and we have also provided the customer with photographic evidence of this condition before.In addition, we also incurred costs for cleaning the item before it could be restocked. We have made a lot of concession. If the customer accepts an 80% refund, we will arrange a refund immediately.
   
  We regret that this situation has caused the customer dissatisfaction, and we hope this refund offer will help to resolve the matter. We are committed to improving our processes and customer experience.
  
  

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website claims their dresses are custom-made, I ordered the dress on the 19th at 9pm, they told me that my dress is still been made 2 hours(11pm) after i ordered it( I have attached screenshots). and I received it on the 24th. On their website says it will usually take ***** days to ship, I don't know how they can make the dress that fast. Also, the dress I received was was completely different from what was advertised. The dress was made from cheap cotton material, despite the description stating it was made from satin. Additionally, the strap's position was different from what was shown on the website.(pictures attached)When I contacted the store with the picture to inform them that the dress was not as shown on the website, they first offered me a 30% refund if I kept the dress. I rejected this offer and requested a full refund, including my shipping fee. They then responded that they could only issue an 85% refund, not including the shipping fee, due to their restocking policy. (screenshots attached)It seems like they are doing this intentionally so that people will return the item and they can profit from the 15% restocking fee.

  Business Response

  Date: 07/29/2024

  Hello,
  
  We apologize for the unpleasant shopping experience caused to our customers.
  According to the return policy, if a customer want to return goods, we can only give customer store credit. But based on the situation of this customer:
  If customer  insist on returning it,  she can obtain a return label through this link.  ****************************************************;
  Once we receive her dress and check if it is in its original condition, we will provide customers with a full refund without deducting any fees. The shipping fee will also be refunded to the customer. We have also contacted the customer to resolve this issue for her.
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dress I received looks absolutely nothing like the photos of the dress online. There is blue marker down the arm of the sleeve, which looks like it was used for measuring. The arms are huge and the bra pads are completely visible. I am devastated as this is for my wedding in less than two months.

  Business Response

  Date: 07/26/2024

  Hello, we have reached a consensus with the customer. We have also accepted and addressed the customer's needs. The customer has finally agreed to revoke this BBB. Please revoke this BBB.

  Customer Answer

  Date: 07/26/2024

   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.

• Initial Complaint

  Date:07/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a dress from this website on June 29, 2024. The website had pictures of a neon pink, ruffled dress with a long train. The dress just got shipped today, July, 16,2024, and is not at all like the pictures. It is a muted pink color, very short (does not even touch the ground when worn), and has a corset back when the website pictures show a zipper back. The dress received is also made of cheap material that is scratchy and looks like it is about to fall apart.

  Business Response

  Date: 07/19/2024

  We are sorry to hear that. The customer has contacted us via email and we also replied that we will offer the full refund minus the shipping fee. However,  the customer needs to return the dress first, once we get the dress, we will refund then. Here is the link of the return label: **********************************************************************************************************************

• Initial Complaint

  Date:06/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress from KISSProm. At the bottom of the order there was an airplane icon and said a ship date indicating the dress would arrive on time. Through emails with the company I realized that the dress would not be on time. I told them I wanted to cancel the order. They indicated I would only be refunded 70% because it had been more than 72 hours after ordering. While that is their policy there was nothing indicating that the dress wouldnt arrive on time until the email which was more than 72 hours later. I cant change something I didnt know about. I would like my $30 back. The image I shared in supporting docs is a sample image, I pretended I was going to order again to show them what comes up that made me believe Id have it in time. This is not the date I was provided, just an example. I did not know that my dress was being custom-made if I did I would not have ordered it. I feel the company purposely has messages pop up which are misleading to the customer so that they can make money off of customers like me who essentially pay a percentage of the cost for literally nothing.

  Business Response

  Date: 06/16/2024

  Dear BBB,
  
  I am writing in response to the complaint submitted by *************************** regarding her order with us. We deeply regret the issues she encountered and are committed to resolving this matter to her satisfaction.
  
  Firstly, we apologize for any confusion caused by the shipping information displayed at the time of her order. The airplane icon and ship date were intended to provide an estimated express shipping time, but it is clear that this led to a misunderstanding about the actual arrival date of her dress. We understand this miscommunication has caused significant inconvenience and frustration.
  
  Regarding the cancellation and refund policy, our standard procedure is to issue a 70% refund for cancellations made more than 72 hours after the order is placed, particularly for made-to-order items. We found the dress she ordered is in our stock, which is not made to order. It seems there was some misunderstanding between customer service and the customer, resulting in only a 70% refund being issued.
  
  To address this issue, we have already issued a 70% refund to the customer. Given the circumstances and as an exception to our standard policy, we are prepared to issue the remaining 30% refund as well. We will ensure that our future communications are clearer to prevent such misunderstandings from occurring again.
  
  We appreciate for bringing this matter to our attention and for her patience as we work to resolve it. We hope this resolution meets her satisfaction, and we remain dedicated to providing a positive experience for all our customers.
  
  Thank you for your understanding and cooperation.
  
  Best ************************************************** Team

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11 2024 I ordered a pair of shoes from Kiss Prom for $59.99. Weeks went by with no shoes and no email notifying me of my order being processed or shipped. I emailed them and they finally sent shoes. The problem is theyre not the shoes I ordered, they sent a completely different pair. I emailed them notifying them of their mistake. They admitted it was their fault but said they dont accept returns, even though it was their error. They offered to refund me only 20% of what I spent. I dont think thats honest or ok. The shoes werent cheap.

  Business Response

  Date: 06/06/2024

  We are writing in response to a complaint submitted by *********************************** regarding an order placed on May 11, 2024, from our company, Kiss Prom.
  
  Firstly, we understand the customer's concerns and apologize for any inconvenience caused by the delay and error in the order shipment. We have confirmed with our team that the shoes were checked before shipment and should match the product image on our website. However, based on the photos provided by the customer, we could not identify the shoes as those sent by us.
  
  Upon receiving the customer's complaint, our customer service team contacted her and provided a solution based on our return policy, which clearly states that accessories are non-returnable and non-exchangeable. Despite this policy, we still wanted to provide a satisfactory solution and therefore offered the customer a 20% refund while allowing her to keep the shoes.
  
  We understand that the previous offer was not acceptable given the circumstances. To help us resolve the matter amicably, could the customer please provide more details about the shoes she received, including photos of the box and the tags on the shoes?
  
  We have attached a copy of our return policy for your reference. We hope this proposed resolution demonstrates our commitment to customer satisfaction and our willingness to rectify mistakes when they occur.
  
  Please let us know if there are any further steps we need to take to resolve this matter through your office. We are committed to ensuring a positive outcome for all parties involved.

• Initial Complaint

  Date:05/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through KissProm on April 7, 2024. The estimated time of arrival of my package was April *****. When placing an order, it asks what your event date is, and I stated May 10th. The days passed, and I called on May 1, 2024, regarding my dress and its estimated time of arrival. The individual I spoke with was highly rude and stated the dress should be delivered the following week, arriving May 8th or May 9th. The dress arrived May 10th, after my event happened. It was no longer needed, nor did it match the picture that was provided through their online store. Today, May 15, I called asking how I could get a refund to my debit card due to the inconvenience of the dress not arriving on time and how I would not be shopping there again. The individual stated that it would be store credit. After reviewing my explanation again, she told me the refund would be store credit due to my custom dress. However, when I ordered my dress, nowhere in the details/receipt did it say it was custom. She then said it was custom-made since it was a larger size. Again, when placing my order, it did not state that it was a custom order. I am just asking to get a full refund to my debit card; they are being non-compliant.

  Business Response

  Date: 05/16/2024

  Dear BBB, 

  Thank you for reaching out and for bringing your concerns to our attention. I understand your dissatisfaction with the delay in the delivery of your order, and I apologize for any inconvenience this may have caused.

  Regarding your request for a full refund, I want to explain our current policy and offer a solution that we hope will meet your needs. As per our website's policy, we typically issue refunds in the form of store credit. However, recognizing the inconvenience this delay has caused, we would like to make an exception in your case.

  If you choose to return the product in its original condition, we can provide an 85% refund of the purchase price directly to your original method of payment. This offer is intended to reflect our commitment to customer satisfaction while taking into account the specifics of our refund policy.

  Please let us know how you would like to proceed. Thank you for your understanding.

  Best regards,
  Kissprom

  Customer Answer

  Date: 05/18/2024

   I am rejecting this response because:
  
  It is concerning that only 85% of the refund is offered while claiming to prioritize customer satisfaction. This approach feels dismissive. When the estimated delivery date provided on the website passes without receiving the product, there should be proactive communication explaining the delay and confirming continued interest in the purchase. Regrettably, no such communication was initiated. Additionally, the experience of being body-shamed during a phone call regarding the size of the order is wholly inappropriate, unprofessional, and disrespectful.
  Moreover, the assertion that the order was for a custom size contradicts the selection process during the order placement, where a standard size was chosen. Had there been transparent information stating that plus sizes are considered custom, the purchase decision might have been different, if made at all. Furthermore, the delay in shipping until the week of the event rendered the product unusable upon its late arrival, exacerbating the dissatisfaction.
  This situation highlights a significant deficiency in communication within your organization, falling short of meeting expected standards of customer satisfaction. A full refund of 100% is warranted. Regrettably, this experience has led to a decision to refrain from future purchases from your store, given the perceived unfair and unprofessional handling of the matter. It appears that the company is not taking accountability for the situation, evident in the inadequate 85% refund offer, which fails to address the core issues at hand. Moving forward, clarity regarding sizing policies and shipment dates throughout the website would greatly improve customer experience and prevent similar occurrences.
  

  Business Response

  Date: 05/21/2024

  Dear BBB,
  
  Thank you for letting us know the details of your experience, and I am truly sorry for the inconvenience and disappointment caused by the delay and the mismatch with the dress you received.
  
  First and foremost, we sincerely apologize for the untimely shipping of your order and for the inappropriate manner in which one of our customer service representatives spoke with you over the phone.
  
  Regarding your return, our policy is to issue store credit for returned items. However, given the circumstances, we are willing to make an exception in your case. We will offer you a full refund once we receive the dress. To facilitate this process, we will send a return label to your email. Please check your email for the return guidance and instructions on how to proceed.
  
  We appreciate your patience and understanding, and we are committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this to our attention.