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:03/11/2023

  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.

  Went in to get bridesmaid dresses and a free bridal robe I won. My bridal party was sick so backed out the morning of. I went in with my niece and 9 yr old daughter while there saw a dress asked to try on was told no didn't have an appt. While girls were trying on dresses lady brought the dress for me to try on. Wasn't sold on the dress didn't have a train. Asked if more could be added she said she would have to check. Was told one of a kind dress. They were closed was told to get special price I had to buy the dress then I said wasn't expecting to buy a dress cuz no one was with and wanted to see if I could add to the train. They asked how much money I had I said 200. Said has to be pd but can hold til tomorrow. I said I didn't want the veil or ***** said to late we would have to start the order over and we are closed. Got home reached out to my friend who owns a bridal salon and I asked if she could find out about the train. She did and comes to find out the dress is discontinued. When going back to hob for another bridesmaid appt showed the lady the email from the company disc. She called today about the dress I said I don't want it I know it's disc. I want the money put in my daughters bm dress. Was told no. I would not get my money back. I said nothing was ordered I was not told I would not get it back. I said I told her I wasn't sure I would even purchase. Was told did she force you to put the money down. I said well to get that ***** was told I had to. I said you are not out money you ordered nothing she said it was for the ***********. I said why do I need to pay for your *********** when it is her job and she gets a hourly wage? I just want it put toward my daughter dress that we never got pricing for or any paperwork on. These people expect to take my money to supposedly sell me a one of a kind dress that is mass produced that has been discontinued and never order it let alone tell me that if I put money down I can't get it back. This is absurd.

  Business Response

  Date: 03/14/2023

  **************** visited House of Brides Couture in Schaumburg to view bridesmaid dresses. During her visit, she stated she purchased a wedding dress but did not like it. She asked to try a wedding dress sample she saw in the store.
  Mena, the sales consultant, assisted **************** with the gown. The sample is a brand new style from DaVinci Bridals Spring 2023 bridal line: ***********************************************. ****** spent 2-1/2 hours in the gown assisted by **** and ****, the store manager.
  **************** stated she loved the gown but asked if the train could be made 3 longer. **** confirmed it could and quoted the charge for the 3 custom train as $300.00 in addition to the price of the gown. **************** asked **** to write-up the order for purchase.  When **** advised **************** of the price and payment, she stated she did not have the money and would need to speak to her fianc.She also stated she had $200.00 with her that she gave as down payment to secure the price given to her by ****. **** advised **************** we could not place the order with the designer until the deposit was paid in full. **************** stated she would be back the next day with the remaining amount for the order to proceed.     
  **************** did not come back the next day and **** called to follow-up. **************** refused her calls until a few days later. She then stated she wants an additional 3 added to the custom train for a total of 6. **** confirmed the train length and quoted the 6 custom train as $600.00.   
  **************** stated a friend of hers told her the dress was discontinued. **** advised the style is brand new and introduced for the Spring 2023 season. By referencing the link above, you can confirm the gown is featured on DaVinci Bridals website as a current and orderable style. Ms.******* friend is incorrect.
  Also, Ms. ******* statement is out of context and incorrect. **** stated with the custom train, the gown will look like one of a kind.
  We have an All Sales Final policy, which states we do not accept cancellations, returns or refunds. The policy is viewable prior to purchase and is printed on the customers copy of the sales contract.e...