Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a dress over the phone on September 21, 2024, for my daughter. We were required to pay the full amount upfront $369, rather than a portion, before receiving the dress. At the time of purchase, we were not informed that all sales were final and that there would be no refunds, exchanges, or cancellations. This policy was not mentioned to us, yet the store took the full payment.However, we never received the dress. I want to emphasize this againwe never received the dress. It is still at the store, meaning we did not take possession of the item we paid for. Despite this, the store has refused to issue a refund and has only offered a store credit that expires on November 2, 2025.We would greatly appreciate your help in resolving this matter.

  Business Response

  Date: 04/08/2025

  Prom Pageant Couture
  ************************************************************************************************ [City, State, ZIP Code]
  ***************************************
  ************
  April 8, 2025
  Better Business Bureau
  Subject: Response to Complaint **** ******* (Complaint # ********)
  I am writing in response to the complaint filed by **************** regarding her special-order dress purchased on September 21, 2024, from Prom Pageant Couture. ******* has stated that her order was made over the phone, and that she was not informed of the stores policies. We categorically deny these claims and provide the following details and supporting documentation to demonstrate the facts of the transaction.
  Order and Payment Verification
  ******** special order was placed in our physical store on September 21, 2024. She personally signed the receipt acknowledging the sale, which clearly states our stores policies regarding final sales and non-refundable purchases. The sales receipt further outlines the terms and conditions that Ms. ******* agreed to at the time of purchase. Additionally, we have obtained documentation from the credit card company confirming that the payment for this transaction was processed via a physical tap of Ms. ******** card in our store. There is no record of a phone order.
  
  
  Store Policies
  Our stores policies are clearly outlined and available for customers to review before finalizing any transaction. Ms. ******* was made aware of these policies, which are reflected on the signed receipt and are consistent with the policies we consistently enforce. Additionally, we have a prominently displayed sign at our front desk that reads: ALL SALES ARE FINAL NO REFUNDS NO EXCHANGES
  
  
  Her signed receipt states: All sales are final, with no refunds, exchanges, or cancellations.
  
  
  Resolution Attempt
  In an effort to resolve the situation amicably and provide Ms. ******* with an opportunity to utilize her funds in a manner that benefits her, we offered her the option to cancel the order and receive an in-store credit for the amount paid, valid for one year from the cancellation date. This gesture was made despite the fact that our policies clearly state that no cancellations or refunds are allowed.
  
  
  Current Complaint
  Despite our efforts to address her concerns and accommodate her, Ms. ******* has now filed a complaint with the Better Business Bureau seeking a refund. As previously mentioned, all sales are final per our store policies, which she agreed to at the time of purchase. We have provided her with an alternative solution (in-store credit), which she has yet to take advantage of.
  
  
  In conclusion, we respectfully request that the Better Business Bureau close this complaint in favor of Prom Pageant Couture, as we have acted in accordance with our store policies, and we have documentation to support that the sale was made in person and not over the phone. We have also provided Ms. ******* with a reasonable alternative to receive value for her purchase through an in-store credit.
  We have attached the following documentation for your review:
  A copy of the original signed sales receipt with store policies clearly stated.
  
  
  Credit card company documentation verifying the physical use of Ms. ******** card in our store.
  
  
  We trust this will resolve the matter in a fair and satisfactory manner. Should you require any additional information, please do not hesitate to contact us.
  Sincerely,
  Prom Pageant Couture