ComplaintsforVow'd Weddings
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Complaint Details
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Initial Complaint
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 5/13/23 at 3PM I had an appointment at Vow’d to get a wedding dress. The associate told me that I would be a size 8 in the dress I selected and ordered it for me. I was never measured. When I took my dress to get altered, I was charged $803 for alterations due to the fact that the associate ordered me a size that was incorrect and therefore too big. Upon receiving a size chart from Vow’d that correlates with why size should be ordered, I should have been ordered a size 6. The measurements the associate had provided were not accurate to my measurements, which I had emailed a photo of my waist being 27 inches opposed to the 29.5 inches the associate had reported. Vow’d has been unresponsive after I emailed them my measurements. I would like a refund since the associate is the one who ordered me the wrong size.Business response
02/01/2024
On 5/13/23 Sarah visited our Vow'd Columbus location. According to our records, she was measured for a gown, and those measurements correlated with the size 8. The stylist placed the order for the size 8 for Sarah. On 5/15/23 her order, *********, was shipped out and delivered to her address with UPS tr******* ******************. Per our website Sarah had 15 days to request a full refund for her dress through our return process. Sarah never contacted our Customer Support team prior to her alterations appointment to express her dissatisfaction with the appointment or sizing of the dress. Our team was only notified after the alterations had already began on the dress. Furthermore, our team responded to Sarah on 1/18/24 at 4:57p EST. We know Sarah received the response since she rated our team via our survey on 1/18/24 at 5:04p EST. We will not be issuing a refund because we were not notified of the issue prior to alterations beginning on the gown, and it has been almost 8 months since she originally received the gown. Attached are photos of the email response that Sarah didn't submit originally with the claim, our returns policy that is available on our website, and the measurements recorded in her appointment notes.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.