ComplaintsforBrooke's Bridal & Ball

• Initial Complaint

  05/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a wedding dress from Brooke's Bridal on November 13, 2021. The dress was to be shipped from the designer in Australia and promised to be delivered to us in time for our daughter's wedding in March 2022. In February, we hadn't heard from Brooke's Bridal about the delivery of the dress so my daughter called repeatedly to find out the status of the dress. After several calls they admitted that the dress had never shipped from the designer. They "found" a dress of the same style that was both dirty and 2 sizes too big and made us take that dress on February 16, 2022. My daughter was in tears over the condition of the obviously used dress. We were able to get the dress into a seamstress and she assured us she could alter it to work. We had to come in after hours to get the dress altered and cleaned. Brooke's Bridal told us they were charging the alterations back to the designer, therefore not coming out of pocket at all for the soiled and wrong dress. The dress was finally done just a week before the wedding and was still faintly soiled and obviously altered down from a very large size. This was not the dress we ordered. We were forced to take this used, soiled dress in the wrong size as they stated there are no refunds. We asked for the dress to be discounted or refunded and they refused. I would like my money returned. They never shipped the dress that we paid for and caused undue stress to our daughter and our family prior to her wedding. Thank you for helping us with this. We have since found out from other brides that they have had the same issue with Brooke's Bridal and Ball. Please help.

  Business response

  05/24/2022

  Dear Better Business Bureau;

  We are so distraught over this matter. As a woman owned business, our hearts and everything that we represent have always been, and will always be for our Brides, their families, and friends. The challenges of todays world regarding Supply Chain issues and shipping delays has created much distress and hardship across every industry. This is certainly the case with regards to this complaint. We can assure you that Brooke's Bridal & Ball did everything in our power to not have happen as did. We pursued the company (Designer) of which the gown was purchased from to the point of corresponding with the CEO and COO. Our efforts resulted in the same gown, with a different size, being the only one available to be received in time. Due to this horrible circumstance, the gown that was received needed additional alterations, for which Brooke's Bridal & Ball absorbed and paid for the entire cost.
  
  We have hundreds of Brides that we have worked with since our opening in the middle of the pandemic, always striving to make each and every one of them feel "Special" and treated with the absolute best customer service, in spite of everything around each and every one of us changing so rapidly. Our hearts will always be with our Brides. With this said, we feel it only right to adhere to our principles, integrity and character of business owners, to refund our customer the amount of $1374.82. 
  
  We have never had a BBB complaint before, so please let us know what our "next steps" are to resolve this matter. Our sincere apologies go out to ****** and her family. 

  Customer response

  05/31/2022

  ---------- Forwarded message ---------
  From: *************************** <*******************>
  Date: Tue, May 31, 2022 at 4:12 PM
  Subject: Fw: Complaint # ********
  To: [email protected] <[email protected]>

  
  

  Good afternoon,
  

  
  

  I will accept the offered full refund from the merchant to satisfy the complaint. 

  
  

  I mistakenly rejected it via the original email as I was reviewing it from my phone.

  
  

  Please remove/update my response to ACCEPT their offer of a refund of $1374.82.

  
  

  I can be reached at ************ or my husband at ************.

  
  

  Thank you for your assistance in this matter.

  
  

  Respectfully,

  
  

  **** and ***************************

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