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:07/28/2023

  Type:Service or Repair 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.

  Transaction 5/16 Invoice - ****** I purchased my wedding dress in pristine condition. My dress was under the care of the store. When I attempted to pick up my dress on June 6th the dress was damaged, a hole in the front of the dress. I brought it to a workers attention and they agreed to fix it. I returned to the store on July 25th another attempt to pick up my dress and the hole was not repaired. The store refused to hold their commitment to fix the dress. I ran out of the store in tears. I spoke to the assistant manager, store mangers and owner and they are now refusing to fix my dress.

  Business Response

  Date: 07/29/2023

  As you can see in the attachments, Arden Bridal & Boutique has attempted to satisfy this clients needs. We sold her a $2000 retail wedding gown for a discounted price of only $800 as it was a sample piece and not brand new in pristine condition. If it were in pristine condition, we would have sold it for the full retail price. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20387781
  
  I am rejecting this response because of the following:

  1. The image Arden Bridal submitted in my image the day I tried on the dress, which show no flaws. When I went to pick up my dress after it was cleaned and steamed, I discovered the hole in the dress while I was in the store.

  2. After 2 attempts the damage to the dress was never fixed. This is a huge inconvenience for me as I recently moved and is no longer local to the area. Both visit I left empty handed. 

  3. The dress tag was on sale for $999. Please ask the store to send an image of the price tag due to the inconsistency of information provided by them.

  4. I attached the full email chain for your review. 

  5. My request is for a full refund.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/07/2023

  Apologies for the delay as we have been out of the office. We issued a Store Credit to this client even though the split in the seam was caused by the client trying the fitted gown on in store. We thoroughly inspected the gown after we had it cleaned and we personally steamed it from top to bottom. That is how we absolutely know it was caused by the client but to avoid any further issues and to make them happy we offered to fix it ourselves even though we do not have an alterations department. Customer was still stating it was not fixed but the next time it was tried on it was even tighter. There has been a ton of back and forth and so we provided the Store Credit even though this is not typically our policy. 
  Now the client has requested a credit card chargeback so we are now submitted more information and paperwork to the bank.