ComplaintsforNatasha's Elegent Dress

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Allure Bridal gown A2156. I submitted a transaction 7/30/2024. During my bridal shopping experience I felt the sales woman to be extremely pressuring about purchasing the gown. Less than 24 hours later I texted the owner to attempt to mitigate the situation about obtaining a refund, resolution, and even offered to pay more for another gown. However the owner did not seem willing to work with me on this issue whatsoever and conducted poor communication to me and stopped answering. I did not find on their website a policy that explains that photos/videos are prohibited in this shop as well. They only attempted to resolve the issue with me after I submitted a dispute with ***** on 8/6/2024. Unfortunately with the poor communication, and pressure sales, I did not feel comfortable that as a business they would be accommodating after the first sale. Due to this issue it caused me such distress over wedding planning that I ended up changing my entire wedding plans and truly ruined my initial bridal experience. I am currently still actively seeking a refund for the gown at this time with ***** dispute claims.

  Business response

  09/16/2024

  In response to this complain, I would like to explain the situation. While I was out of town, customer came in for a ****************** fitting appointment and ordered the dress from our boutique. As most of the bridal stores have no cancelation policy, ours has the same. Our website explains our 48 hours appointment cancelation policy, but not the cancelation of the orders.

  During the purchase the bride sounded pretty happy and even left a good tip to a stylist who was working with her. Next morning, I received the text message about a second guessing about the dress and asking if we can share the pictures of the dress. Even though we have no picture policy, I was able to retrieve and share the video with the bride in the dress she chose. The bride than liked a video, which gave me an ok to proceed.

  Since I was out of town and it was our day off, I didn't have the phone on me, and never saw the message that the bride edited later that day that she would like to exchange it for another gown, until we received a dispute from the credit card company. I tried reaching out to a customer so we can discuss the possibilities, but she declined further discussion besides obtaining the refund, Even though, I could send all the paperwork for a dispute, which shows the signature of a final sale and no cancelation, I chose not to do so, because we want all our brides to be happy. Please see attached invoice. The money was taking out of our business account by the ************** on August 20th, as soon as she filed the dispute. I am willing to discuss this with our customer to see how we can resolve the issue, but am not able to get a hold of her. 

  Best regards,

  Natasha's Elegant Bridal

   

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