Complaints

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• Initial Complaint

  Date:04/26/2024

  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 for a tux on April 11th 2024 at 6:53pm in the amount of $254.03. My receipt shows cancel order and a refund of $254.03 on April 11th 2024 at 7:28 p.m. I did not notice a refund to my account I used. I called the owner asking when I would receive the refund. The owner said I wish I could help, but our return policy is 14 days to cancel prior to the event. I understand that, but my receipt clearly shows a refund. Prom was on April 20th 2024. The tux was pucked up, but never used as the rental was for not my kid. I paid for the tux and found out he couldn't attend prom due to attendance. The owner refused to give me the refund. I am attaching my receipt to show it states a refund. I just want what my receipt says.

  Business Response

  Date: 05/15/2024

  This is the first time I've ever dealt with this process, but the second time today I am writing this (the first one seems to have disappeared!)

  I will first address the refund policy.  We go over this policy with each of our rental customers before the transaction is complete and have them sign the rental agreement which highlights these details.  Our rental agreement states that there are no changes or cancellations accepted within 14 days of the event date.  In this case, the event date was 4/20/24 and they did not come in to rent until 4/11/24, so there was really no cancellations accepted by that point anyway.  That being said, we do our very best to take each and every customer's situation into consideration and will try to help in any way that we can.  In this case, the tuxedo was tried on in the store to ensure a perfect fit and then it was taken home to utilize for the Prom weekend.  It was only a couple of days after they took it home that we received a phone call stating that he was now ineligible from the school to go to Prom and couldn't use it.  Since they had already taken it home there really wasn't anything we could do with the tux at that point, so we encouraged them to use it to do something fun and get some great pictures in it, because it would not be eligible for any refund.  We did not receive the tuxedo back from them until the rental period was over, via our drop-off center on Sunday 4/21/24.  I'm not sure that there is any complaint about the refund policy itself, since it sounds like even she understands that it was not refundable.  But I wanted to explain the situation, nonetheless.  I have included a photo of the signed rental agreement from the form and the rental agreement posted at every register of the store to have in larger print prior to signing.

  The receipt that the customer provided you (and shared all over our ****** page) is NOT actually her receipt.  If you look at the details of the receipt, you will see that the "refund" receipt is for a CASH transaction.  The customer did not pay for this rental with cash, but rather with her Mastercard, ending in 7341.  The cash "refund" receipt is simply showing a "voided" transaction made that same night.  (We use SQUARE for our credit card processing and with Square, they do not have a VOID function for transactions, only a return function.)  There was no CASH transaction and this receipt, therefore, is irrelevant.  I have enclosed a copy of her actual receipt, showing a payment on her Mastercard (7341) in the amount of $254.03, identified as transaction #fNN7, with no returns made to it.  This transaction was identified on our paper order form as the transaction for this particular rental.  We did have a conversation with this customer and tried to explain this, so were quite surprised to receive this letter in the mail this week.  So, if the complaint is about the receipt - there is a very simple explanation for what is being shown - this is not the ACTUAL receipt for her order.  If the complaint is about the refund policy itself, I think it is clear that there is not really a case for exception to the refund policy - as the tux was picked up and kept for the week before it was returned.  

  If you have any further questions or concerns about the receipt, the refund policy, or anything else, please feel free to reach out to me directly at ********************************* or by phone ************.  Thank you.