ComplaintsforPronovias USA Inc
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Complaint Details
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Initial Complaint
06/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had such a horrible experience with this shop. I purchased a stunning dress from them, and it arrived even more beautiful than the try-on with the matching vail. Unfortunately, the alteration experience was terrible. I ended up having to travel 5 times for alterations (it could have possibly been more, however I insistent on my pick-up date resulting in 5 visits). Almost every time I went, it was a different seamstress; things that I had asked them to do were not done, and they removed a beautiful decorative applique from the hem and proceeded to do a Frankenstein job to put it back on AFTER I ASKED THEM 4 TIMES NOT TO REMOVE IT. (I wish I were being dramatic, but unfortunately, I was left with a hem that has an applique on top of another applique, and it is bumpy and cluttered looking, while the back hem of the dress only has one applique.) My beautiful dress that I paid a lot of money for has completely lost its value and can no longer be an heirloom dress. Furthermore, I had to go back and forth with some of the seamstresses that the length in the front was not even and that there was too much to tulle at some parts or others, and I'm not even a seamstress. I paid a lot of money for alternations as well for such sloppy and unprofessional work.Initial Complaint
10/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to file a formal complaint about Pronovias, wedding dress designer and their ***************, ** store location. I purchased a wedding dress from this store and their in-house alterations package on January 9th, 2022. The alterations package was $850 and I was told by the store seamstress, on July 18, 2022 at my first fitting that the dress I purchased would need three fittings. Upon the third fitting, I would take the dress home.I am filing this complaint as the store team did not communicate that my dress alterations were not complete upon arriving for my third fitting. I expensed air and road travel to attend this final appointment.-On September 21, 2022, one week before my wedding, I arrived at the *************** Pronovias store for what I was told would be my third and final fitting. When the seamstress met with me that day she told me there was at least another 3+ hours worth of work to be done on the dress and requested I come back the week of my wedding so she could have it finished... There was communication from the store team informing me of this delayed alteration status prior to my arrival.I pushed back on the seamstress and told her that rescheduling wasn't possible due to booked travel, so she managed to have alterations done the next day. This required me to take another 2+ hour drive there and back to the store as I was staying with family in *********, ******** for these appointments. The store was made aware and it is documented in emails that I was traveling for these appointments so there is no excuse for there to be no communication about the delay or the alterations to not nearly be finished. I have reached online customer service with no resolve or compensation for this issue. At this time, since the alterations were not delivered as expected, I am requesting immediate contact by the store team to discuss this situation further, partial refund of my dress alterations package or travel expenses. Thank you,*********************Customer response
11/12/2022
Better Business Bureau:
At this time, I have not been contacted by Pronovias USA Inc regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My wife and I bought a wedding dress there, and Pronovias charged us $1126 for tailoring. However, they did not tell us it would be tailored many times. It is impossible for a person who is not in *** to come here again and again for tailoring. After our first tailoring, we contacted Pronovias and get a reply on 08/18/22, which says we can get a tailoring refund if we choose to do the following tailoring in my local store. We did and we are asking for reimbursement now, but they did not reply. Could you help us contact the store and ask for our refund?Customer response
10/27/2022
Better Business Bureau:
At this time, I have not been contacted by Pronovias USA Inc regarding complaint ID ********.
Sincerely,
*************Initial Complaint
07/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 4/11/22 I ordered a wedding dress. The alterations were added as a Surcharge to the dress. Total invoice was *************** for dress, ******* for alterations, ****** taxes. I have contacted the store to let them know I will pay for the dress as I ordered it but will not need alterations. I have given I gave them notice in May. I was told only products can be purchased from the store and no edits to the contract. I believe in the US if the services are not rendered, you can't charge for them. This is an international company and I don't know if they are operating under US financial accounting rules. In the T&C's there is no mention of alterations but I have also offered to let them do the alterations for the dress I will be wearing. They will not alter the new dress not from their store. I am happy to work with them to either perform the service under the current price (the t and c's does not mention alteration or Not preforming them on other dresses) or remove that charge. I have called, done messaging customer service to the company website and logged thier request form of communcation on their website on 6/30 and recieved an email receipt saying a response would be provided within 48 hours. I have gotten no further communication.Customer response
07/29/2022
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,
***************************************
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.