ComplaintsforOne Enchanted Evening

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Sherri Hill dress for prom on 4/1/23. The cost with tax was $422.94. There were 3-4 seams coming apart, we were told the in-house seamstress would fix the seams. We returned in May for the repaired dress. You are asked to inspect the dress, which I did to the best of my ability as it was on a hanger in a garment bag. I put my faith in the company to fix all open seams. On 5/25, after having her hair and make-up done, my daughter got dressed and we headed out for photos. By that time one of the seams on her right hip had opened up. We were at the photo location within 30 minutes, at which time one of the straps broke. I had no needle/thread or pins and was nowhere near our house. We were in full-on panic - but luckily there were two spaghetti strap on each side, so we tied the broken strap to another part of the dress and tried to cover the missing strap with her hair. I called the store at that very moment to avoid any question that it happened before she got to the dance. By 7:45pm the other strap broke, just as she was about to eat. She had to leave the table and attempt to reattach the one remaining strap. Some teachers and other girls helped with pins. By the time she returned to the table the food had been removed. When I got a call back, Gabrielle C******* apologized, and offered to have it repaired, and a $100 refund. I said that I was not happy with that and wanted a full refund. And that is when she began to explain the contract that I signed, and a full refund was not an option. I then asked to speak with the owner - but they don't give out Linda S*******'s information, so I asked for Gabrielle to give my contact information to her, but was told that she would probably not contact me. I understand that I am not going to get a full refund, this is simply a warning, don't waste your time on this business because they don't stand by the products they sell. The straps breaking had nothing to do with the contract I signed.

  Business response

  06/20/2023

  The customer purchased her dress with us on April 1, 2023. She tried it on and purchased it in store, The dress had minor fraying at the seams, we assured her the dress would be repaired by one of our seamstresses. The seamstress did a full inspection of the gown and repaired exactly what was indicated by the customer, no mention of the straps was made. We contacted the customer on April 8, 2023, that the dress was back from repairs. The customer inspected the dress and took it with her on April 15, 2023. Attached documents are the initial sales contract (all documents blacked out in sections that would have personal customer information). The contract itself states that all sales are final, no exchanges, returns or refunds; it is signed by the customer acknowledging these policies. The sales receipt is also included, states that all sales are final. The pickup slip that was signed on the day the dress was picked up is also provided, where it reiterates the store’s policies and states that the customer has fully inspected the merchandise and accepts it in its current condition.
  We do stand by our merchandise. They received the dress April 15th, and the dance was on May 26th. We are not liable for any damage that could occur to the gown after it left our care. It was approved by the customer at pick up and was in her custody for a month and a half. Our store manager was apologetic for the customer’s experience and did make an exception to the contract by refunding $100 and offering to have the gown repaired. The customer declined our offer. They then began threatening to leave bad reviews everywhere possible if they were not able to get a full refund, at which point they were reminded again that we did offer a partial refund and to repair the gown free of charge. The customer continued to threaten our business simply because she did not like the answer, but at the end of the day, the customer has responsibility when it comes to what they purchased and inspecting the merchandise before it left the store. A refund of $100 was provided on May 26th, as documented on an included attachment. One Enchanted Evening stands by our position of approving a partial refund to the customer against our store policies given the circumstances. We also maintain that we are not liable for damage that occurs to the gowns after they leave our store.

*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. ↩