ComplaintsforIDINA Bride

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - They didn't acknowledge me they would charge $250 SHIPPING FEE before I made the purchase! No explanation after the purchase until I found the other customers had the same experience on the Internet. Then I called and asked the other staff in the store, she said shipping fee varies for different designers, the Pronovias designer should charge $150 other than $250. But the staff whom I worked with told me ********* should charge $250. And on the other day, when I asked the third staff, she said shipping fee depends on where is the warehouse, not the designers! They even dont have consistency on the lie!- Also they charged me 100% of the entire purchase price when I made the purchase, however the contract said they can only charge me 60% of the purchase price when the order is put and the remaining 40% is paid when the dress in ready to ship, which might be 1 month away!- this is a dishonest shop full of lies, Im very angry and want to get a full refund of the entire transaction.

  Business response

  02/14/2023

  Hello, 

  We reached an agreement with this bride and she was going to withdrawal the complaint, please find the email with the bride attached and close this complaint for us

   

   

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried a dress on the Idina bridal shop on Jan 14th, 2023. Order number is: #****. The stylist told me the dress is from **** **** and just because I know **** **** have some collaborative collection like white by **** **** that the dress is not produced and sold by **** **** brand. So I asked the stylist multiple times if the dress is from the **** **** collection and not some collaborative collection like white by **** ****. The stylist confirmed its not collaborative collection like white by **** ****. So I made a payment of **** usd which is 60% of the dress and signed a contract because of the information they provided to me. After I go back home, I did some research and found the dress is from a collaborative collection **** **** bride by **** **** and ****************** The dress is not even produced by **** **** production line. The collection thats only owned and produced by **** **** is called **** **** Haute. So I called the business shop as soon as I find out the issue and try to cancel the order. They told me they need to reach out to their operations team and see if they can cancel the order for me. After a few days the operation team told me the order is final sale and cannot be cancelled. I also need to pay the full price for the dress due to the contract they tricked me to sign.

  Business response

  01/26/2023

  This bride signed a contract that says all sales are final and paid half of the dress. Days after, she emailed us letting us know that she found information saying this isn't **** **** dress. This dress is sold by *****************/*********, partners. We explained that to her in several emails but she kept asking to cancel the order, however, orders cannot be cancelled and she signed a contract where she agreed to this terms. 

  We offered to give her another dress and she will come to the ******************** to choose a new dress, please find a copy of her appointment attached.

  Customer response

  02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about 20MAY22, I contacted Idina Bride to try on a wedding dress from their store located in *******, **. Since I live in ***********, **, there was the option to ship the gown to me but I had to pay for the full price of the dress $7,590. I complied and signed an agreement stating that it was a loaner gown and I would return it within the time specified and I would incur any damages. The contract is attached.I returned the gown 2 days after trying it on. When the salon received the shipment, there were no issues but I was charged $450 for shipping. I have called and emailed asking for a reason and refund. The company policy advertises free domestic and international shipping. Representatives at the salon have not returned calls or provided any feedback into the issue.

  Business response

  07/11/2022

  Attached is proof that the client was told both verbally during the transaction process and in writing that shipping is not refunded if a purchase is not made. Shipping is only applied as a credit to the order if the client makes a new purchase after returning the loaner gown. Furthermore this was not an online order as the client is claiming. Attached you will see in the conversation that this was a loan for a product where the customer is only paying to try on the product for a few days and then returning it to us. The client made this transaction with us over the phone with our store team and not the online department.  In this case the client is responsible for shipping and insurance of this $8000 purchase as insuring an item this expensive is a lot of money and is the clients responsibility as this is the price of the service for trying on the gown. If a new purchase is made, shipping is covered. However shipping is not covered if the client does not purchase an item with us as it would make no sense to offer trying on a gown at home as a free service. This was explained that shipping is not refundable in our first email to our client before the loan agreement was acknowledged yet the customer is claiming that we never told her that information when it is in our first email correspondence with her before we agreed to ship her the item. 

*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. ↩