Complaints

This profile includes complaints for Gautier Dress Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Gautier Dress Shop has 2 locations, listed below.

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  Gautier Dress Shop

  10515 W IH 10 San Antonio, TX 78230

• 

  Gautier Dress Shop

  15900 La Cantera Pkwy Ste 26180 San Antonio, TX 78256-2479

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/13/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: Sunday, 9th July 2023 at 15:23 pm CST Amount of the transaction: $1071.50 Order Number# *** Nature of dispute: The transaction that took place on Sunday, 9th July 2023, at 15:23 pm CST, under the name of **********. We contacted your establishment for cancellation shortly after, at approximately 16:15 pm CST.The transaction in question pertains to a customized order-to-made dress with an estimated production time of 8 months. Considering the timeframe involved, it is reasonable to assume that no substantial progress has been made on the order within the short period of one hour.In light of the circumstances, we kindly request a full refund for the transaction. We believe it is only fair to receive a refund given the limited time frame and the lack of progress made on the custom order.We understand that your business may have policies regarding "all sales are final," but we believe this situation warrants an exception due to the immediate request for cancellation and the negligible progress made on the order.We sincerely hope to resolve this matter amicably and without further escalation.

• Initial Complaint

  Date:05/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in January we decided to travel to ***********, ***** to find my sister a Quinceera Dress. We stumbled upon gautier. My sister ended finding the dress she wanted. Before we purchased the dress the manager clarified that the dress my sister tried on was a sample that the store doesn't sell. That sample was a size 8 my sister is a size 00. With that being said it was told to us by the manager that my sister dress was going to be ordered custom made to her size. They measured my sister and took measurements. Before we officially purchased the dress we asked but is the dress going to get here. The manager said yes I already checked she took out her iPad. She confirmed with us that the dress should be getting to the store late April specifically the 27th. They assured us that they would update us on how the dress process is going and the shipping. That never happened.Time goes on we never hear anything from the store the date is getting closer my mother decides to call. They Told her the dress was getting to the store Gautier on the 27th but to wait 3 days so they do the final fitting. As well as just to make sure the dress got there. So We traveled to *********** to go see the dress and for my sister to get fitted into it just incase anything was to long of short. We get to Gautier ask for the dress because they scheduled us an appointment the manager helps us and she says "oh I remember I called you to tell you about the dress um your appointment is next week the dress hasn't gotten here yet" so we basically traveled to *********** for nothing when she booked the appointment for April 30th. We waited until next week. The dress finally got to the store. She tried it on and everything was going well until my mom noticed it was the same sample dress just altered to make it smaller. The bottom of the dress was even dirty and the corset string was completely tore. This store gave us a used sample dress. When I asked for proof of delivery. She couldn't provide me any.

  Business Response

  Date: 05/11/2022

  Hello ! Dress was an special order , and was order that why it took long to be made , dress is new with tags . As a resolution. For the Custumer we have offer a refund if they dont want/need the product . Custumer declined. This dress is new with tags . As the biggest dress store in ***** and top ten in ************* the satisfaction of our Custumers its our priority. We have offer a refund  if they are not 100% satisfied.

  Customer Answer

  Date: 05/13/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  The dress did not come with any sort of TAGS it doesn't even have the size of the dress. We did not reject the offer I said I would get back to you I needed to find another dress somewhere else first. I will take the refund I will be taking the dress back this coming week I am traveling from out of town and I expect my refund totally unsatisfied with how the dress was delivered to us dirty and torned
  
  
  Regards,
  
  
  ***************************

  Business Response

  Date: 05/13/2022

  No problem we would process your full refund, please bring the dress as provided ,new and unaltered and with the gown cover provided. 

  **please note that we are able to process the refund  only prior your event date, we would not refund after event since customers  try yo use the dress and then return.