ComplaintsforThe Dress Outlet Inc

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a dress for a wedding. The dress arrived the day before and I was excited and very happy because the quality of the dress actually appeared to exceed what I expected. I went straight into my room to try the dress on. When I started to zip the dress up I realized it was not going to fit. I was frustrated because I made sure to take my measurements to ensure a proper fit. I removed the dress and looked at the tag. They had sent me a dress that was 4 sizes too small! I contacted them and informed them immediately. The woman I spoke to assured me that because they dress was the wrong size they would issue a full refund. I confirmed that because I had read all the complaints on their restocking fees. I would have had no issue with paying a fee if I simply didnt like the dress. But this was an error on their part and it wasnt possible to make it right in time. Unfortunately the woman on the phone wasnt honest. I was charged a 20% restocking fee! Come on now! You charge me for your mistake? That is bad business. Its a shame because the speed of delivery and dress were pretty good. Needless to say, I will not be a customer again and will leave reviews.

  

  Business response

  11/20/2023

  Thanks for bringing this to my attention. After review, I realized that a visual error made this appear as a 20% restocking fee which has been corrected. We already processed a full refund for the return. Anytime it's our fault (damaged dress or incorrect item) of course there is no cost to the customer. We would even provide a label if needed. We use a return portal so that we do, not clog up our customer service with return requests. And in this portal, there was a visual error that lead to showing fees for damaged items when there shouldn't be even though the customer would have received a full refund regardless of what was displayed. This has been corrected, and once again, the customer has been made whole.

  Customer response

  11/22/2023

   
  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. The business has now issued my full refund as of yesterday.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a dress online from The Dress Outlet, tried it on, and then sought to return it due to the dress being ill-fitting and no longer needed. I ordered from The Dress Outlet online not knowing if the dress would be suitable because The Dress Outlet website advertises "Easy Returns" on the front page and in the top ribbon when shopping. The Dress Outlet return process is unduly challenging, requiring returns to be requested with 5 days of receiving the item and requiring a 'return authorization number' in order to return, which I have never encountered in a decade of shopping online. On top of this, the return process includes an exorbitant 25% restocking fee, the highest I have ever encountered by a significant amount. On top of THAT, the customer must pay for shipping, which is inconsistent with the vast majority of any other return processes I have encountered. The Dress Outlet has structed an inconvenient, expensive, and comparatively demanding return process relative to ALL other online outlets. Their inclusion of 'Easy Returns' on their website is misleading and false advertising. After the restocking fee and cheapest form of shipping I could find, I am recouping less than 50% of the original cost of the dress I ordered. The Dress Outlet is profiting off of misleading consumers that the return process is "easy" when it is in fact arduous and expensive, particularly in comparison to the return process for other online retailers. There are undoubtedly countless customers of The Dress Outlet that have kept undesired or low-quality items due to the arduous and expensive return process.

  

  Business response

  01/24/2023

  Hello ***** - I am sorry to hear about how you feel on our return policy. However, this is stated on our policy page the moment that you visited our website.
  As per the easy returns, our process is very easy as you only need to submit the request to return it and we will respond back to you with the instruction on how to send it back - this is also a way to prevent old orders to be shipped back but not allowed for refunds.
  
  In regard to the restocking fee, I see that you have ordered your dress prior to the date we changed our policy. With that, we will only charge 20% restocking fee.
  
  Should you have questions, don't hesitate to let us know. Have a lovely day!

  Customer response

  01/26/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The return process for this vendor cannot be described as 'Easy' due to it being more difficult and vastly more expensive than other vendors with similar product and platform. A restocking fee of 20% versus the prior 25% remains exorbitant compared to other online retailers. Even if the restocking fee were 20% for my purchase, I still would be recouping barely 50% of the cost of the item with this return. By advertising their return process as 'Easy' this business is engaging in false advertising. Until 'Easy Returns' is rephrased or removed from the site, the complaint is not resolved.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a dress for a holiday party at work. It arrived while I was gone for Thanksgiving. I tried it on, and it does not fit, however, the company will not issue a credit or a return as more than 5 days had ******* between delivery and me contacting them. They had no regard for holiday travel, and no concern that losing the money on this purchase will not allow me to buy another outfit. Inside the box I found a note stating there was a 5 day return policy, and even if returned within 5 days, there was a *** surcharge fee. This information was not provided during the purchase process.

  

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/12/06) */ Our return policy is stated on our website. We are not obligated to cater to everyone's special entitled scenarios. It's a blanket 5 day return policy from delivery. If the customer could not take the 30 seconds it takes to read the return policy then I have no idea what we need to do except for reminding them at every click that there is a 5-day return window. As a courtesy, we have already accepted this customers return for a store credit. Consumer Response /* (2000, 7, 2022/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have accepted their offer to provide a store credit, but do not agree with their response to the ***. Only after filing a complaint did they offer a credit, and contrary to what they noted, their return policy is not easily found on their website. You have to scroll the entire website, and then in fine print at the bottom, they provide a link to their return policy. In a very much larger print, they highlight "easier returns" in the actual section where one places an order. This is definitely very misleading (see attached).

• Initial Complaint

  10/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  September 27, 2022: Order #XXXXXX: ******* I only wish I saw these other complaints. I ordered three dresses ************************ in two weeks. A week after purchase, and a day before the expected ********* I was notified by customer service that one of the dresses was out of stock and was not sent with the shipment. I was *********** but they handled it by giving me a refund for the one dress, so I ******** confidence in the company. The next day, I receive a small box from the company, which concerned me. I opened it and only one dress was inside. Also, the one dress was the dress they said was out of stock. So ************* I emailed customer service and told them what happened (willing to provide proof via the size of box and weight of package). They said that they were sorry for the ************** but they have proof that a delivery was made. Well, obviously a delivery was made.....I'm telling you it's the wrong ************* They said they can replace the dress I received with a different one, which makes no sense. It does not change the fact that I paid for two dresses that are unaccounted for, and also, this dress was in my original order! Why would I want it exchanged? I was trying to steer clear of******* and ****** businesses, so this is an *********** ********** I was excited for these dresses. This entire experience has left me disappointed and out ***** and I'd like that money back.

  

  Business response

  10/24/2022

  Contact Name and Title: *****
  Contact Phone: **********
  Contact Email: **************************************
  We completely understand the other, logistically, was messed up from the beginning. We ship out approximately 600 orders daily, and maybe maybe 1 percent of those have mistakes. Like other companies, we strive for perfection but that is never attainable. So the customer received the original item that was listed as OOS, and not the other 2 items. So we refunded to make up for the difference so she only kept the item received, and the remainder was refunded. BUT now the customer wants all the money back AND to keep the item which we WILL NOT DO. If she wants the remainder of her money back, she needs to send us back the items. Shoot, I will gladly give the customer a prepaid shipping label to send the items back. But what's not going to happen is they are going to keep merchandise and ask for their money so they can get it for free. And if they decide so much as to do a chargeback or similar, we have all the conversations logged and ready to show the bank.

  Customer response

  10/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If the merchant would look at the emails sent, I already sent the one dress back! Even in my emails, I said I had no desire to keep the one item (that I was told would not arrive) actually arrived. You cannot make false claims like the buyer wanting to keep an item and have a fill refund without even addressing the emails the customer sent. I understand mistakes happen, but to make a mistake and not FIX the mistake is unacceptable in my opinion. They took a restock fee out a an order of two dresses that were never even delivered. Even looking on their socials and other complaints on the BBB website, one can see there is a small level of professionalism with this company. I will be taking the emails to the bank, and all they are going to see is that I was charged a fee for merchandise that never arrived.

  

  Business response

  11/16/2022

  Business Response /* (1000, 8, 2022/10/24) */ Contact Name and Title: ***** Contact Phone: XXXXXXXXXX Contact Email: ************************ We completely understand the other, logistically, was messed up from the beginning. We ship out approximately *** orders daily, and maybe maybe 1 percent of those have mistakes. Like other companies, we strive for perfection but that is never attainable. So the customer received the original item that was listed as OOS, and not the other 2 items. So we refunded to make up for the difference so she only kept the item received, and the remainder was refunded. BUT now the customer wants all the money back AND to keep the item which we WILL NOT DO. If she wants the remainder of her money back, she needs to send us back the items. Shoot, I will gladly give the customer a prepaid shipping label to send the items back. But what's not going to happen is they are going to keep merchandise and ask for their money so they can get it for free. And if they decide so much as to do a chargeback or similar, we have all the conversations logged and ready to show the bank. Consumer Response /* (3000, 10, 2022/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the merchant would look at the emails sent, I already sent the one dress back! Even in my emails, I said I had no desire to keep the one item (that I was told would not arrive) actually arrived. You cannot make false claims like the buyer wanting to keep an item and have a fill refund without even addressing the emails the customer sent. I understand mistakes happen, but to make a mistake and not FIX the mistake is unacceptable in my opinion. They took a restock fee out a an order of two dresses that were never even delivered. Even looking on their socials and other complaints on the *** website, one can see there is a small level of professionalism with this company. I will be taking the emails to the bank, and all they are going to see is that I was charged a fee for merchandise that never arrived.

  

  Business response

  03/04/2024

  To update this old complaint. This customer was refunded everything. This refund(s) took place back in October. Four refunds had taken place and we there is nothing left to refund back to this customer. We consider this matter resolved and and closed.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Saturday, 9/24/22 I called The Dress Outlet searching for a specific gown their website indicated was available in their L.A. warehouse. Representative, ***** indicated the system did show the dress was in their warehouse but she couldn't be **** sure because she could not call them to confirm as they were closed on weekends. ***** added I could purchase the dress and if for any reason it was not available they would refund the money or call back Monday, when they could call the warehouse and be **** certain it was there, then purchase and get it shipped. I called on Monday and spoke to ***** who within a couple of minutes of keeping me on the phone indicated they did not have the dress. At no point did she put me on hold to call the warehouse, despite the fact that the website even as of Monday evening showed the gown available. I asked to speak to the manager to try to find other potential guidance/solution and she indicated that the store manager, ***** never took calls from customers only emails. ***** refused to provide the manager's email and indicated that emails had to go to her directly and she would then forward it to the manager. I can tell you that as a business owner, customer service is critical for repeat business and word of mouth. I cannot imagine that a person placed in a Manager role would not take any calls from a customer and would further not take any direct emails. The price of the gown is ***** I would have paid 3 times this price if it meant great customer service. However, never in 47 years of my life, as a customer or business owner have I ever come across such ********* ********* of not allowing a customer the ability to reach a manager for further guidance. Particularly, since ***** had been so helpful on Saturday. I have called about 30 stores. All but The Dress Outlet were amazing. I am formally requesting to be reached by the person managing the staff, including ******** *****. Preferably, the owner of The Dress Outlet. Thank you.

  

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/05) */ I'm not really sure what the issue is on this matter, if I could be honest. If anything, it appears that it was a minor inventory matter that had 2 reps approach it differently. Our first rep wanted to check with the direct warehouse, but they didn't realize the item was probably not located in our direct warehouse. The second rep knew where to look directly instead of calling with anyone and was able to get the answer right away. If the website showed something different than we would have gone and corrected it if we were notified of the matter by the reps. Regardless, we would handle that as a training moment. As for our other manager, they are not always available as we are a small business, and we all wear many hats. We don't always have time available so we ask that certain items be screened and then sent to us. Ultimately, I apologize for my team in not being a bit more detailed about their process.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a dress off this website and it states in their return policy that you have 5 days to return the item within it being delivered. I requested to exchange because the dress was too small and they are denying it because the item is on sale. This website is an outlet so literally all the dresses are on sale so they might as well not have a return policy. I am not even asking them to take back my dress and give me my money, I just want to exchange it for the right size and they won't let me do so. For a $250 dress I think they should allow their customers to be able to switch a size if it does not fit. I looked up the return policy on the website prior to ordering the dress and no where in the return policy does it state that sale items are final sale. I was not asking for my money back or anything but the fact that they are allowing my money to go to waste versus letting me switch the size is ridiculous. Please if someone could help me out with my issue I would appreciate it. I did not want a refund and originally just wanted to exchange it but the customer service is horrible and nobody was willing to help me out so now I want my money back. If that is not possible than an exchange will be fine too since I need this dress for my sisters wedding in 2 weeks.

  

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/29) */ We are always looking to improve our processes and procedures. Returns is a tough one because companies like Amazon will approve anything, but for the smaller companies like ours it's difficult. Sale items are dresses that customers had purchased and never picked up or they ordered the wrong size. Those items come back to us, but they can't be sold as new so we end up discounting them heavily. WE don't want those items to come back a second time so we make them SALE items which cannot be returned. As a courtesy, it appears that an exchange was approved for another item to help rectify this issue. Again, we apologize if the way sale items work wasn't clear. We need to do better.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number: ****** Order Date: May 2 Delivery Date: May 10 So I ordered this dress for a work formal event but it does not fit- it's too small. Originally I wanted to return it and buy a new one because I'm on a time constraint (event is June 3rd) and their policy is they must receive and process the exchange before they'll send a replacement. That wouldn't work for me, so I opted for a return thinking it would be as easy as every other online retailed. I went and checked their return information via the link on my order information page (attached) and it says I have 14 days to return the merchandise if needed. I was out of town until the 18th of May and wanted to begin the return process on the 19th of May. When I reached out to them for a return, they said I did not reach out for a refund in time, but they will graciously offer me store credit. I questioned the policy because it clearly states 14 days. And she told me you have to request a refund 3-5 days after receiving the item. So, fine. Store credit is okay I'm getting married next year and thought I could buy a couple white dresses but no! The store credit expires in 6 months!! I've never heard of store credit expiring. Their customer service has been awful. You're also only allowed one exchange so if I did buy something else and it didn't fit, I'd be stuck with it. I really just want a refund of the money I spent and to be done with this scammy company.

  

  Business response

  06/22/2022

  Business Response /* (1000, 8, 2022/06/07) */ Hi ****. As requested, we have processed a refund for this order on June 4 and it may reflect on your account in 3-5 business days.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They keep 20% of your purchase even if you send the purchase back in perfect condition. They have it in the fine print purposely because they know it's a messed up fee and no one reads the fine print- because this is unheard of! The measurements were very weird and unrealistic so it clearly wasn't going to fit. Likely did that on purpose. They claim the 20% fee is how they keep "their dresses cheap" but mine was still $***. I don't want to exchange for a different size because I don't want to pay for postage more than once if it doesn't fit again. It's a set up, it's a scam, it's capitializing off people who struggle financially. Sad excuse for a company.

  

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/05/17) */ Our return policy clearly states about the restocking fee if the customer wished for a refund which is what happened here. We have not received her return yet and we will process the refund once we have it. Thank you!

• Initial Complaint

  04/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On *********** I ordered the following two items: 1) Long Spaghetti Strap Chiffon Wrap Bridesmaids Gown Sale × 1 Burgundy / *** ****** and 2) Mother of the Bride Formal Jacket **** Suit Sale × 1 ******** / *** ******* The box arrived yesterday, ********** with two identical pantsuits in it and NO GOWN. I called right after opening the box. The lady on the phone said to quickly take a photo of them side-by-side, and then send an email with the photo to their Customer Service Department. I did as requested, within an hour on ********** p.m. On ********** I got an email stating that, since I bought (the two items) as a final sale, they will not exchange the other pantsuit for the gown that I ordered! I replied that they should be ashamed of themselves. They put the wrong order in my box. It was their mistakenot mine! They could have tried to work with me but did not. Now, I don't have a gown for the Military event that I was going to wear it at on *** 21st, ***** Mean ******* I want them to allow me to return the 2nd identical pantsuit and give me the original **** that I ******** I've purchased ********* from them for several years now, and this is the first time that they made me feel ********

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/02) */ This is already resolved. ***** is already coordinated by one of our CS team and the wrong item is going to be ship back to our warehouse.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  4/18/2022 I ordered a dress from dress outlet and when I got the dress it was a little small so I paid to send it back and filled out there form to have the dress replaced with the next size up. On April 2 I got an email that the size I wanted was no longer available and that I could take a store credit, get my money back with a 20% restocking fee or order another dress. I looked and found another dress and then I found a dress close to the first one so I ordered it and had sent a text that I would like to cancel my order on April 3 but no one responsed to my text so I called when I got home and they said they where sorry but it was already shipped. So when I received the dress I sent it back and had to pay $22.07 for shipping and pay for the restocking fee of 20%. So when I got my refund of $74.46 it wasn't the full refund of what I paid for the dress. I paid $203.57 in that I had the money from the first dress of $110.50 and paid $93.07 in the difference so they refunded me the money from the $93.07 but said that the $110.50 is in store credit which I never asked for and now what that money returned because no where does it say that if you order a different dress that the money from the first dress is now considered a store credit. When I can to talk to the manager or customer service they say you have to email them so I did. Nothing has come of this and all I'm asking is for my money back that I work hard for and not to be taken and told that I have a store credit and since when is the money I pay for a dress is considered a discount when its my money. I hope this can be resolved. If you look at the return slip It doesn't say if you get another dress that your money becomes store credit. ***** *******

  

  Business response

  04/26/2022

  Business Response /* (1000, 6, 2022/04/22) */ Customer received a store credit either because the return was past the deadline for it to be accepted or the customer chose to have a store credit. Second order was placed used the store credit, now cx wanted the refund of the original order the store credit was issued to be processed as a regular return. Customer service already has the solution to this, the return is being processed no further action. Consumer Response /* (2000, 8, 2022/04/22) */ So as of this afternoon they have paid me back the money they owed me...so everything is good they where not going to repay me the 110.50 back and said I have store credit....

*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. ↩