ComplaintsforRaya Grace Bridal

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a wedding dress from Raya Grace Bridal on 10/21/2023. My daughter's wedding is 5/19/2025. The price of the dress was $7,470.00 plus tax of $616.28 plus shipping of $150.00 for a total cost of $8,236.28. I also added a tip of $100.00 for the sales person. The sales person and the receipt state that it takes the dresses up to 9 months to arrive. My daughter reached out to Raya Grace Bridal by phone and the phone was disconnected. Their website is also no longer active. There are BBB, ****** and Yelp reviews from other customers claiming they were scammed out of their wedding dress. My daughter's friend drove by the shop and it is all closed down. We have no way to get in contact with this business. My daughter contacted the dress designer and there was no order placed with the designer for the dress. We can order the dress directly from them for approximately $3,500 and they will ship it directly to my daughter by October. I want a refund of the amount I paid Raya Grace Bridal for the dress that they never ordered.

  Business response

  08/14/2024

  We responded to ******* S******* (the customer) via email on 8/1/2024 to let her know that we were forced to close our business. I instructed her to file a dispute with her credit card company and the funds will promptly be refunded. We have not scammed anyone out of money that we took for our own gain. We have worked with the designer *************** to assist brides in receiving their dress directly from them which would result in a significant discount to the purchaser once they recovered the funds from our processor. We will receive a notice from them which we will not contest, they will provide a full reimbursement.

  We have been working with other brides in similar situation to offer a dress at no cost from our inventory or they can dispute the charges. In some cases the designers have assisted to provide dresses at our cost.

  We sincerely apologize for the situation and did everything in our power to keep our store open including taking out loans and borrowing money from family.

   

  Customer response

  08/18/2024

  I have reviewed the business response and accept this resolution. 

  I had already reached out to my credit card company and I did receive a full refund.  The owners of Raya Grace should have contacted all their customers when they decided to close their store and let them know 1) they were closing and 2) they had not ordered their dresses.  To take full payment from a customer and then never even order the dress is terrible, especially when you are dealing with brides planning what should be the happiest day of their lives!

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally file a complaint with the Better Business Bureau regarding my disappointing experience with a bridal shop.On September 17, 2023, I purchased a wedding dress with invoice number SO*** for my wedding. The total cost, including the dress, tax, and shipping, amounted to $3715.76, and I also gave a $200 tip, making the total $3915.76.My wedding date is October 5th, 2024. The bridal shop informed me that custom dresses typically ***********-8 months to ship once ordered. Therefore, I was assured that my order would be placed promptly on September 17, 2023, to allow ample time for alterations.However, on April 19, 2024, when I attempted to contact the business for an update on my order, I found that their internet was disconnected. Unable to reach them, I contacted the dress designer directly, who confirmed that my order, along with others, had not been placed by the bridal shop.Despite my request for a refund, the business advised me to dispute the transaction with my credit card company. They also suggested I visit the shop for additional measurements to place a new order, but this would result in the dress arriving well past my wedding date. This demonstrates a blatant disregard for my time, trust, and the significance of the occasion.For reference, the details of my original purchase are as follows:**** to: *********************** Invoice: SO #*** Date: 09/17/2023 Associate: *************** Due: $0 Item: MB23-4 - ****************************** Color: Ivory Size: Made to Measure I demand a full refund of $3915.76 and an apology for the inconvenience, stress, and disappointment caused by the business's negligence.This complaint is being filed with the Better Business Bureau to seek resolution and prevent similar incidents from occurring in the future.

  Business response

  05/10/2024

  In response to this complaint. The dress order for ******* was entered into our system, noted by the store manager that the order had been placed with the designer and was in a pending state awaiting receipt of the dress. We had to terminate the employment of this manager then later learned several gowns had not been ordered.
  
  With the store being open based on appointments and not having set business hours; it is anticipated that customers will leave us a voicemail or reach out via email to which we promptly reply. Based on call logs, which we do not regularly check, we notice that many callers do not leave a message; Placing a phone call then hanging up when reaching our voicemail system cannot be considered an attempt to communicate with us. We have had uninterrupted **************** for the business, regardless, our ability to receive email or voicemail messages is not dependent on that service.
  
  In a conversation with *******, we acknowledged the order for the dress had not been properly placed; she noted that she had already begun working with the designer to order her dress at a discount and she no longer wanted to work with us. ******* was requesting the measurements that were taken in our store so that she could provide those to the designer. The measurements were not in our system so we offered for her to come in and we would complementarity take the measurements so that she could continue to work with the designer. It was not requested that we order the dress, nor did we offer to order the dress for her as she had made it clear that she was working directly with the designer.
  
  We received notice from our credit card processor that the charge had been disputed and ******* would have received her money back; in such a case, we cannot provide a refund as those funds had been debited back from our account.
  
  The dress order was placed in September 2023 with Raya Grace for her dress to be delivered in a 69-month timeframe; we were still within this time and had the ability to expedite to fulfill the contract. As ******* had gone directly to the designer and disputed the charge, this would be considered a breach of contract; did not take any further action.
  
  We do understand its unacceptable for the error in ordering by our staff but could have worked with the designer to get her dress in the time quoted.
  
  We sincerely apologize to ******* for the inconvenience but are happy to hear she is receiving the dress she ordered at a discount and has received the funds returned to her payment. As a bonus, without having to pay the markup of a small business that maintains an inventory and provides the facilities and time for trying on multiple options.
  
  Thank you,
  
  Raya Grace

  Business response

  05/10/2024

  The business address:

  *****************

  ****************
  

  Customer response

  05/13/2024

  I am rejecting this response because: They claim the phone lines were operational and imply fault on my part for not contacting them effectively. Despite attempting to reach out from multiple devices, I was unable to connect, and there was no option to leave a message. Moreover, even if they could have expedited my order for the wedding, they should have informed me that it was never placed. There was no acknowledgment or communication about the failure to fulfill the order. I've already initiated a charge dispute and received a refund, so I no longer require reimbursement. However, I do expect a sincere apology without any attempt to shift blame. The lack of accountability is unacceptable.

  Business response

  05/13/2024

  We do sincerely apologize and recognize the error in ordering was a failure on Raya Grace, we accept that responsibility. We are genuinely glad that you were able to work with the designer to order your dress and we wish you the best for your wedding.

   

  Raya Grace
  

  Customer response

  05/13/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩