ComplaintsforBridal and Formal Outlet

• Initial Complaint

  07/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I picked up my daughter’s wedding dress today, and it has a hole in the front center bust lace. This dress cost a lot of money and the customer service that I experienced today was horrific. I talked to ****, and she said, “well, it passed quality control, and what you do to fix it has nothing to do with us!” I was originally told that they would work with us to resolve the issue, so I paid the balance in full.

  Business response

  08/11/2022

  See attached original response.

  Ref  Case #********

  Dear Ms. Beck,

  Ms. ******* ordered a bridal gown on January 29, 2022 and it arrived in our store on July 11, 2022. She cam in to pick up the gown on July 20, 2022.

  At that time, she expressed concern of an extremely small area in the fabric of the gown.  Although Ms. ***** is describing the area as having a hole, it is actually an inconsistency in the weave of the fabric. We offered to contact the manufacturer and to have it put through quality control. Ms. ******* agreed and the information as sent to the manufacture.  After inspecting the gown, it was found that the gown was well within the production allowance. They made a special point of stating that with amount of fabric required to make this gown it would be virtually impossible to have completely flawless fabric.  This information was conveyed to Ms ******* and the dress was available for her to pick up.

  On July 31, 2022 Ms. ******* and her mother, Ms. ***** came in to pick up the gown. Ms. ***** asked if there was anything else that can be done. She was advised that a seamstress would be able to replace that very small area of fabric during the alteration process if that was something she would like to undertake.

  If you should need any further information, please contact us at the above address.

  Sincerely,

  Bridal and Formal

  Business response

  09/06/2022

  September 6, 2022
  
  
  Better Business Bureau
  Attn:  ****** ******
  * ** *** ******* ***** ***
  Cincinnati, OH  45202
  
  RE:  Case *********
  Dear Ms. *******
  
  In regards to the above referenced case, Ms. ***** has expressed concern that the extremely small flaw in the fabric will get larger.  We have checked with the manufacturer and again discussed the area of concern and they have assured us that this is not the case with this fabric.  They again have reiterated that the fabric is well within their production allowance.  While we sympathize with her concern, it is virtually impossible to have flawless fabric. We wish Ms. ***** the best of luck with her upcoming nuptials. 
  
  If you should need any further information, please contact us at the above address.
  
  Sincerely,
  
  Bridal and Formal

  Customer response

  09/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  

  After consulting a seamstress, it has been determined that the material will indeed end up with a bigger hole. The material in question is like pantyhose material and will “run”. I have paid to have it replaced. I am not happy with Bridal & Formal’s response because I was treated very rude as if I was overreacting and for the amount of money that I spent at this business, they should have at least offered to pay for the repair. Bridal & Formal’s customer service is lacking.

  
  Regards,
  
  ***** *****
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 13 2022 I went to this establishment searching for a wedding dress. We looked around and found a few dresses that they helped me try on. There was one in particular that I liked more than the others that I tried on. I stated that I liked it but felt as if I needed to continue to look around. The salesperson assisting me stated that the dress was on the sale rack and how would I feel if I came back to purchase that dress and I was unable to due to it being discontinued how would I feel. I stated I didn’t know I guess I’d have to find another dress. This was a scare tactic used to pressure me into the sale. I agreed that I did not want to lose it as an option. I was given a contract to sign and told that I would have to pay 60% of the cost of the dress which was $715.00 that day which I did and left at the closing of the store. Monday 5/16/22 I called the store around noon and inquired about canceling the order and I was told that the order was sent and they were awaiting confirmation and that I could not cancel. On 5/20/22 I went to another bridal shop to look at some dresses and spoke of my situation with the other store and that establishment called bridal and formal to inquire about the sale and any window of cancellation as they stated that it’s usually standard to have a window of cancellation. We were advised at that time that I could have simply put 100 dollars down and requested a hold on that particular dress which I was never given that option or told that that was an option at all. The wedding is not until 6/3/23 and the dress certainly had not been made by the following Monday.

  Business response

  06/21/2022

  June 20, 2022 
  Better Business Bureau Attn: ***** **** 1 E. 4th, Suite 600 Cincinnati, Ohio 45202 
  RE: Case #******** 
  Dear *** ****, 
  *** ******* came into Bridal and Formal on May 13, 2022 and tried on bridal gowns for her June 3, 2023 wedding. The appointment lasted for two hours and at the end of the appointment the consultant that was assisting her asked if this was the dress that we would like to wear for her wedding. *** ******* agreed that she did indeed like the dress. Dresses are discontinued without any notice from the manufacturer and her consultant proceeded to explain that the only way to guarantee the dress is to order it. The ordering process is fairly simple, requiring measurements, deciding on a size, and a 60% deposit. *** ******* decided that she would like to definitely order the gown and the process went forward. She was measured, decided on a size and then continued on to the ordering desk. 
  After agreeing to the purchase and deciding on a size, *** ******* was provided with a copy of the special-order policies. Enclosed is a copy of the policies. Line item three clearly states that the are no refunds on any deposits. Line item six states all special orders are final orders and are not subject to change, cancellation, or refund.” If *** ******* was unsure at any time 
  re she placed the deposit, she could have declined. The information would have been 
  d she could have come back at any time to look at other gowns. Bridal and Formal did not force *** ******* in any form to use her credit card to purchase a bridal gown. Enclosed is a copy of the sales receipt with *** *******'s signature, indicating that she is aware of and agrees to abide by the special-order policies. 
  Bridal and Formal will provide *** ******* with the contracted on bridal gown that she ordered. If you need any further information, please contact us at the above address. 
  Sincerely, 
  Bridal and Formal 
  

  
  

  Customer response

  06/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I reject this response because I am still in contract and out of $715 for a dress that I was “scared” into purchasing when I would have put down $100 to simply hold this dress had I been completely educated on all of my options. Someone earning commission was more important that being completely honest and transparent with a potential customer and I think this is sad that people are are being taken advantage of on one of the biggest days of their lives!!
  
  Regards,
  
  ******* *******
  

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