ComplaintsforStrut Bridal Salon

• Initial Complaint

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  7-24-21 - I went to Strut to try on wedding dresses. ***** helped me and I picked the dress and took the pictures attached (7-24-21.jpg). I loved the dress as it looked on me in the image attached, which I was reassured would easily be accomplished with basic alterations by cutting out the petticoat, taking in the sides and hemming and wouldn't require any custom alterations. I was told the dress would be altered by an in house seamstress and the cost would be between $300-$600. This fit the budget so we purchased it. 12-17-21 - I came in to pick up my dress and put it on. Image attached. I noticed it didn't look the way I was expecting as the dress was still quite large, but again was reassured it would just be basic alterations and wouldn't take long to complete. I was informed the in house seamstress was no longer taking Spring 2022 brides. I was provided with 2 names and 2 phone numbers for 3rd party seamstresses and no additional information. I called the first seamstress listed and scheduled my appointment for my first fitting. When I arrived I was informed her costs were going to be $950 to remove the tulle, take in the dress, hem it and add the bustle. These were basic alterations. The seamstress is professional who has worked in the industry for 40yr, so the pricing was justified, but now I was over budget. Strut took no ownership of not following through with alterations. As we moved forward I showed the seamstress the image from when I purchased the dress in July she quickly identified that the dress I tried on in July and fell in love with was not the same dress I received in December. You can easily see this by looking at the 2 dresses side-by-side. It took custom alterations to get the dress to look like the one I purchased and an additional $300 for a total $1250 in alterations. Strut told me they are the same and they look different because of how the dress was clipped in the back in July. However, the dress in clipped in the back in both images.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/05/05) */ We ordered the correct wedding dress in the correct size and color. The bride used an independent seamstress with no contractual relationship with the store. In fact, at our insistence, ****** visited the store to see the original gown and admitted that it was, in fact, the exact same dress as the one on the floor, with the same construction, etc. It is always recommended to seek out additional quotes when you're not happy with the original one. When the bride contacted our store we gave her another option but she had already paid. Since the work was completed by a third party we're unable to offer a refund. Our contract, as signed by the bride, states, "Alterations are not included in the purchase price. The Bride is responsible for all alterations, and any estimates given in the store are only estimates. The store is not responsible for the cost of alterations." Business Response /* (-10, 6, 2022/05/05) */ Business supplied email: ********************* Use this address for this or any future complaints, but nothing else Consumer Response /* (3000, 8, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pictures are clear that it's not the same dress. ****** lied multiple times to me and the seamstress about what each other was saying. Martha and I were in constant communication and confirmed numerous lies from ******. The seamstress was referred by Strut after they overbooked their seamstress. ****** told me the seamstress she referred me to overcharged me. That alone shows the kind of business they are running at Strut. When they can't figure out how to resolve issues with their employees or manufacturers they throw anyone and everyone under the bus. When they have no control over the seamstress prices. Strut made the mistake to incorrectly promise an in-house seamstress and incorrectly quote prices. What a terrible way to run a business. Business Response /* (4000, 10, 2022/05/25) */ We're sorry this bride feels she overpaid for her alterations. We recommend contacting her independent, 3rd party seamstress for a resolution, as we were not paid for alterations nor were we a party to their agreement.

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