ComplaintsforIvory Rose Bridal Boutique

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction was 8/15/2021 where we paid half of the amount of $953.95, then the other half on 1/7 totaling $1907.90.The business committed to provide me with a dress that fit my needs based on the measurements that were taken in the store on 8/15/2021 for my wedding on August 27th, 2022.When I was measured at the store on 8/15/2021 a size 4 was recommended to me based on the measurements because according to them I was between a size 2-6. The consultant at the time said to order the size 4 because a seamstress could take out up to 2 inches to accommodate the waist being to small. I reluctantly ordered the size 4 after voicing my concerns because they kept reassuring me it could be altered. When the dress came in and I tried in on 1/7/2022 the dress would not zip, just like I thought it wouldn't. Again I voiced my concerns because where the zipper wouldn't zip there would be no way to lose the weight, I would have to lose ribs. The consultant that day again reassured me that a seamstress could take out up to 2 inches and it would fit perfectly. So I signed the paperwork for non-refund non-return and went on my way. Fast forward to March 28, 2022 when I went to a professional seamstress that Ivory Rose had on their list of recommended seamstresses. The minute she saw me in the dress her face dropped and said there was no way to fix the dress to make it fit. They had completely messed up my measurements. She retook my measurements and I compared them to the ones that were taken on 8/15/2021. There was over a 4 inch difference in my waist and hips and in no way shape or form did I gain that much size in a few short months. My father passed away in December and since then I have actually lost weight. After the exchange of many emails and calls to the business, they rudely stated they didn't want to have anything to do with helping me out and would not come to a resolution other than what would help them gain money. I received an unfit product for the money.

  Business response

  03/31/2022

  Hello,
  We have previously been in communication directly with the bride however our resolution is not satisfactory to her liking. I have also included 4 reference documents related to this case that should help provide clarity.
  
  
  We have standard store sizing & measurement training in place with our stylists. Measurements are always reviewed with the bride prior to every special order because once the special order is placed, the dress is the property of the bride based on the purchase agreement. This is a standard purchase agreement used by many bridal boutiques & it is not something new to this industry. I have included an attachment of Bride's Purchase Agreement for the initial special order with the full Sales Agreement. This agreement clearly states the customer agrees with the measurement & size being ordered, alterations will be needed & that all sales are final. So the sizing was listed on this agreement & approved by the bride. I have also included a screenshot of the measurements we have on file for the bride as well as the Designer Size Chart showing the sizing. At the time of the order she was in between a 2 & 6 which is why we went with a 4 because there was only a 1 inch difference in her waist that 0.5inch let out on each side was alterable if needed. 
  
  
  The bride came to pick up her dress & signed the Product Inspection acknowledgment which I have also included a copy of. This explicitly says the customer understands no refunds or exchanges & is accepting the product as is. After leaving the store for 3 months, the bride is now coming back at us with measurements varying from 3-4.5 inches across all three areas & stating we initially were in the wrong when we agreed together to the previous measurements.
  
  
  From the date of the special order it has now been 7 months. I don't know her personal life, I have no way of knowing what happened between then and now, but here is what we do know:    
  Aug 2021: The dress purchased agreement was made based on the following measurements of Bust: **** Waist: 26 Hips: 35.5
  Jan 2022: The dress was picked up, with the signed inspection acknowledgement & no notable fit issues. 
  Mar 2022: The dress was brought to a seamstress & is unalterable because there are now measurements of Bust: 34 Waist: 29 Hips: 40. The bride is now looking for a refund because our team supposedly measured wrong back in Aug 2021. 

  
  Based on her wedding date & the production timeline, we cannot order her a new dress in time. Product takes 6-8 months, and longer now to create. My team tried to accommodate an even product exchange of her dress (even though the purchase agreement says we would not) with our floor sample because that is now currently her noted size. This was not for financial gains but to evenly exchange the product that had previously been paid for. This was an unacceptable solution for the bride. We did provide the bride with a list of credible websites to resell the current dress. This is also standard for the industry when situations like this may arise. 
  
  
  My team & I have standard procedures & checkpoints in place to hold ourselves accountable. My team tried to remedy the situation, even though we do not have to based on the purchase agreements. I do not think this is a valid claim when there are signed purchase agreements in place. 

  Customer response

  03/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No resolution was made because the company refuses to come to an agreement with me for what I am seeking. They made a mistake and refuse to remedy their mistake. 
  
  Regards,
  
  ***********************************

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