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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Prior to purchasing a dress on their website I informed myself of their sizing charts and how it varies from each designer and how to take the proper measurements. Based on the information on their website I choose the appropriate size.The dress should have fit snugly as per the sizing chart however arrived at least 2 sizes too large. I paid for expedited shipping as well as duties for the dress to arrive on time. When I tried it on yesterday to my dismay the dress was very large so I promptly reached out to see what can be done. The dress was on sale but not inexpensive despite that fact. They only responded that they cannot do anything because the dress was on sale and their policy indicates no exchange, credit or returns. I find this to be unacceptable because the reason is because of the incorrect information on their website and not buyers remorse. I was hoping to be able to exchange the size but they are not helpful at all and I will be needing to purchase another dress which I will not be doing from their website. I wish to be refunded for the amount I spent on this dress which is now rendered useless.Business response
05/10/2024
We are so sorry to hear you are not satisfied with your purchase. The dress you purchased is in fact final sale. The size charts are a guide to help you choose the correct size but it is not a 100% guaranteed fit as the fit of the dress is based upon your shape and size along with the material of the dress. However, we do value you as our customer and our customer service department reached out to you to provide a solution.
Customer response
05/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Hello,
Please note I can appreciate the sizing chart is approximate and it is not a made to measure dress. According to my measurements the dress was expected to fit snug. The dress I received fits 2 sizes too big.
I ordered this dress with express shipping as I need it for the 19th.
I checked in your website and there was no size available below. However there was a listing of the same dress at a higher price with more sizes available. Im unsure if this dress is different in any way as the picture is identical. As for an exchange I would imagine that you would require the added days for the shipment to arrive before being able to order another dress with the credit provided. I would have to choose a new dress from your website which would likely not arrive in time. Ive already lost the expense of priority shipping and duties and would like to just return the dress for a full refund at this time.
Kind regards,
*************************;In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
05/13/2024
The reason this dress had a different price than the other listing of the same is dress is because this particular dress was on sale. Although this item is final sale, as a one time courtesy we can accept this item back for a refund. You would be responsible for the return shipping and any duty costs can be refunded by filing a duty drawback with your courrier for the original customs fees. We will send you an email with the return shipping address and you can use the courrier of your choice.Initial Complaint
10/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered $82.45 worth of clothing and never received, from *************************This site is a scam and needs to be taken down or blocked by all browser, so that the consumer is not scammed like me!Thanks, ******** *****Business response
10/24/2022
Hi ********,
I am afraid you have mistaken us for the wrong company. We are not *************************. Our website is ****************. We are not associate with nycdress in any way.
Customer response
10/29/2022
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 and the matter has been resolved.
Sincerely,
******** *****
Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/2/2022 my mom, sister and I purchased three dresses separately from New York Dress online, order #****** for $550, order #****** for $398, and order #****** for $898. All dresses were delivered, but none of them fit. Before purchasing the dresses, we checked the return policy that stated they accept returns within 30 days of purchase, which now has seemed to have changed on their website to all sales are final. When we went to return the dresses online it states the sale is final. None of the dresses were listed as final sale items. I also checked their FAQ page that stated returns can be requested within 7 days of delivery and any return requests should be emailed to them at ************************, but got an email back saying my email was undeliverable. When I called customer service and chatted with them through the live chat, they said all sales are final and as a one time courtesy will accept returns with a 15% restocking fee. They also state that before purchasing any item, you have to check a box that agrees to their terms and conditions, but there was no such box at checkout. The return policy was not made clear by New York Dress before purchasing the dresses nor was their any mention of a restocking fee. We would have never bought anything from them if there was no option to return for a full refund. This business was dishonest about their return policy and should make all sales are final aware to all customers before purchase. The business should and needs rectify this situation. Attached is a mock purchase to show that there is no box to agree to terms and conditions using ShopPay. Also attached is the businesses FAQ page.Business response
05/09/2022
We are sorry to hear that you are not satisfied with your purchase.
Our website does state all purchases are final and you can purchase **** insurance in order to be refunded if your order qualifies. **** insurance was not purchased for all three of these orders. The reason why it does not show our return policy in order to click the box below now is because you already agreed to it for your first order under shop pay.It also stated our policy on our website here: ****************************************************
I do see here our customer service team did go ahead and work with you by accepting the final sale items for a return less a 15% restocking fee.
Customer response
05/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
**** insurance was not purchased with these orders because it was not there to add at checkout. There was no mention of whether **** qualified for these orders or not. In addition, the box for the return policy/terms and conditions DID NOT appear on any of these FIRST TIME orders. We never clicked any box at checkout that agreed to the terms and conditions because it was not there. There is no information about a 15% restocking fee on the website. The 15% restocking fee was only mentioned after the purchases were made in an attempt for a return. We will not be paying the restocking fee and will only accept a FULL refund for all of these orders.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Customer response
05/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I have been in communication with a customer service representative for ********************** regarding the chargeback opened with our bank. I have been told by this representative that the 15% restocking fee will be waived for these orders and we will be receiving a full refund.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Business response
05/11/2022
Hi,
Yes your bank will be providing the refund as a chargeback has been opened. We are unable to provide the refund on our end as the chargeback was opened. The bank takes up to 75 days to provide refunds.
Initial Complaint
08/19/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 08/10/2021 I ordered a dress from this company for my daughters upcoming wedding. Order #****** which was $178.81. I received the dress on 08/16. The dress does not fit, it is poorly made and also the sizes listed on their website is incorrect. I purchased another dress from ****** ******, and it fits perfectly and also a much better quality. I asked New York Dress about returning the item and they said per their policy that they would not accept it or exchange it. They stated I clicked a box agreeing to this, which may be true, however, per their website, they also state they want their customers to be satisfied, which I am not. This company is a disgrace and should make this situation correct.Business response
08/19/2021
Hello,
We are sorry to hear you are unsatisfied with your purchase and feel we are a disgrace. All purchases are final sale, however we are willing to accept your item back for an exchange less a 15% restocking fee. Please contact us to ********************* and we would be happy to honor this.
Thank you
Customer response
08/19/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I do not want an exchange, my daughters Wedding is this coming Saturday, I can't do anything with a dress that does not fit, and poorly made nor one that will not arrive on time. I would like a refund, less the 15% restocking fee. Nothing more and nothing less.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
08/19/2021
Hello,
You can send the item back to ********************************************* for a refund less 15%.
Thank you.
Customer response
08/19/2021
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 and the matter has been resolved.
Sincerely,
*************************
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Contact Information
51-05 Flushing Avenue, Suite 200
Maspeth, NY 11378
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.