ComplaintsforCameo Bridal Salons

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I trusted and bought my wedding gown from cameo bridal. The manager/owner? Gina helped and ordered my dress. My mom and I asked many times what size she was ordering since the try on dress fit me great. We asked to buy that dress and she said no it didn't fit right and she is taking my measurements for my dress to be MADE for me. That was a lie. The dress came and it was too small, she squeezed me in the dress, I had back rolls... she made me the bride feel it was my fault when it wasn't. I didn't order the size or took my measurements. She wanted me to suffer and keep that dress. My mom and I were very calm and we tried to come up with a solution. Gina said she could take out a half inch on each side and that should help. I trusted her AGAIN! I come back and the dress is laying totally different because it's too tight on my hips and she took my "V" out of the back and made it a U. She never told me my dress would look different. After that she does order me the correct size. The size that I tried on .. the try on dress size. It comes and fits perfect, I did need cups for chest area, hem and bussel. When I was waiting to be pinned she denied me to get my alterations done and told me to leave the store and thinks I won't be happy so she will not do my alterations .. ONE MONTH BEFORE MY WEDDING!!! she also told me to go to her rival bridal shop, "bridal by Elena" I was so hurt and sick not knowing what to do with my $2,000 dress that is too long for me. Thank god we knew a friend and she saved the day. Ginas employee Elan is amazing, she was helpful and kept in contact with me and felt terrible with how Gina the manager or owner treated us. Please don't get Elan in trouble because she is the best. Gina was terrible and wouldn't even come out to see how the correct new dress fit me . She knew she was wrong and wouldn't admit to it and turned it on us. Terrible service. I never knew a bridal shop would deny alterations when you bought your dress from them!!

  Business response

  07/17/2022

  Business Response /* (1000, 10, 2022/06/28) */ ***Document Attached*** Attention complaint department: I am very sorry that this customer has harsh feelings of our 50+ years of family business. In response to her complaint, when a customer chooses a dress from our store, we need to measure them and both the customer and consultant agree on a size and the customer signs a receipt showing the size. (Receipt attached) I personally helped the customer and clearly remember her wanting a size smaller. I have no reason to not let the customer choose her own size. When she came in for her fitting, she was not happy with her dress and yes we made an attempt to alter her dress and she was dissatisfied with the alterations. Since she insisted that we were wrong, I did not feel the need to argue about what was and is because I was able to rectify her concerns, I then reordered her a brand new dress in the size of her choice and yes this time she liked the dress and seemed perfectly happy that I went out of my way to get another dress for her because we wanted her to be happy. She mentioned from the beginning that she had her own seamstress and although we do alterations, since the original dress was not the way she wanted it after we altered it, we again gave her a full refund on the alterations and were happy that she was able to have her own seamstress take care of anything she wanted special done to the new perfectly fitted dress we ordered for her after her unhappiness. I feel that we went above and beyond and yes was happy that she wanted her own seamstress take care of any special requests she may desire on the second brand new dress we ordered for her because we want every customer to see that we will go above and beyond to make them happy. I did not care that I would have a second dress in our store and that I had to pay extra to get her another dress because my ultimate goal was to get her what she wanted. I would never demand a customer to leave our store and since she was not happy with the original dress alterations, our seamstress did not feel comfortable with altering the perfectly fitted dress and was not worried because from the beginning, the customer made it clear that she had her own seamstress. I never would ever send a customer to another rival bridal shop. Why would I recommend anyone to someone else who already has her own seamstress. No matter what I said or tried to explain, the customer got what she wanted in the end and I was happy she left with her dream dress. I did not feel the need to keep repeating myself and explain anything else because I got her another dress immediately and I was not required to force our seamstress to do alterations on the second dress that she said was exactly what she wanted. Again, she had her own seamstress and was only picking up the dress from the very beginning and we delivered exactly what she wanted. Our sales consultant Elan took over from there because the customer did not seem to understand why our seamstress did not want to touch the new perfect dress. Again, she supposedly had her own seamstress from the beginning. She started texted Elan to ask questions that her seamstress should have know since she was the one who planned on altering her wedding dress from the beginning. Elan gave her advice and ideas on things to help her for the adjustments she wanted on her perfect new dress. She did indeed tell her types of under garments and things that any seamstress should know but I assume her seamstress did not have knowledge or possibly decided not to perform the alterations she wanted done to her new dress. Elan understood why our seamstress did not want to do any alterations on her new dress and even recommended some other options to help her because she kept texting back and forth and Elan was happy to try to help her personally. The customer even sent Elan photos of her in her gorgeous dress from her wedding showing the happiness of her in her wedding dress. Apparently now she is trying to sell her dress on facebook Market and now complaining to you and actually asking for a refund on the perfect new dress she bought from our store. I will attach photos of her in our salon very happy, photos of text messages asking for advice, photos of her on her wedding day with her perfect gorgeous dress from our store. If you have any further questions, feel free to reach out. Gina ******* (owner) Consumer Response /* (3000, 12, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't want a refund. We never signed for the size. Was never told the first size. I just wanted to send the proof of that. Just don't want this to happen to anyone else. I also did not want to put the stress on my seamstress while she is the care taker of her father who has serious medical issues right now. Again a FEW WEEKS before my wedding. Was happy when she ordered the correct size the second time .. what went wrong was when she turned it around on me, wouldn't talk to me and denied my alterations

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