ComplaintsforAlexandra's Boutique, Inc.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon purchasing a dress from this boutique I met with a seamstress who had promised that specific alterations could be done to the dress. Photos were taken of the changes that I was told could be made as well as having it in a written contract. Upon taking the dress to get altered, I was then told that these alterations were not possible to do. I paid $3,500 for a dress that can now not be worn as it can not be altered the way that I was told that I would be. I am requesting at least have of a refund or return of the dress for a full refund as the contract and expeditions were not held on the companys end.

  

  Business response

  07/23/2022

  The customer did not meet with a seamstress. She met with a try on/bridal stylist. I spoke with the head seamstress. This dress can be altered to her liking as mentioned in the contract when the customer purchased the dress.

  If she had questions or concerns when she came in to try on the stock dress, she should have made it known at that time. Instead, she waited until her special

  ordered arrived and then complained. This customer is 100% liable for the dress that was special ordered for her.

   

  Customer response

  07/23/2022

  I did meet with a seamstress, as the stylist went to the back and brought her out to look at the dress for me. I also have photographs that were taken that I initialed to confirm that the changes could be made to the dress. I was promised that those specific changes could be made to the dress when they are, in fact, not possible to be made. I was not looking for a hostile, unprofessional response from the business but this more proves their lack of professionalism. I will be contacting an attorney to aid in assisting with resolution to this matter.

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  07/27/2022

  We are working with the customer trying to resolve this matter.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing in regards to being declined on a return with a full refund on my wedding dress and veil. What started as what was supposed to be one of the best days of my life ended in nothing but stress and disappointment. There was a lot of pressure put on me to find a dress that day in order to meet the time frame to have a dress come in on time for my August 5, 2022 wedding date. Toward the end of the bridal appointment we did get close to choosing a dress I liked, the only part of the dress I did not like was the middle portion. I specifically stated that I would like to purchase the dress if the middle was brought up with alterations. I was told it could be done by my consultant ******* After being told alterations could make my vision a reality I said YES to the dress and proceeded with the contract and deposit. On January 20, 2022 I went in to pick up and pay for the matching veil. While I was there I asked if I could try on the dress again. As I tried on the dress, I was then told by a different consultant, *****************************, that quote she had worked in alterations for 5 years and the middle of the dress could not be brought up. I was very disappointed and heart sunk as this was not the vision I had of my dream dress. I asked to speak with a manager regarding my concerns, canceling the order, and refund. I am very disappointed in my experience with Alexandra's Boutique in regards to helping make the situation right. I feel the contract was broken when I was told the dress could not be altered after being told it could. . The dress that was on order could easily be resold and put back on the shelf as it is only ordered in a different size and not altered in any way. After numerous phone calls and emails with no luck, I went out to seek my dream dress from someone else. -Date of the transaction: 11/27/2021 -Requested Refund amount $2,237.57 (Request Veil Return Included)-Storage Fee $200.00

  

  Business response

  07/20/2022

  ***** did not contact us after her veil appointment on 1/20/22. She never expressed any concern until after the dress came in on 3/11/22. She contacted us on 4/23/22 asking to be refunded. This customer should have contacted us immediately after her appointment on 1/20/22. We would have reassured this dress could have been adjusted to her liking as ******* her bridal stylist, told her. She should have met with a seamstress here in the store if she had any questions. The manager of alterations did confirm this dress could be altered to her liking. We are not in business to disappoint customers. We are here to help our brides find their perfect dress for their most special day. That is what ****** did when she found ***** her perfect dress. ****** has only worked in this store for 2 years. She is NOT a seamstress.  ****** is a bridal stylist. ****** helped ***** with her veil and trying on the sample dress in the store. ****** has never worked in alterations! This is a pure misunderstanding. ***** is fully responsible for the dress that was ordered for her. Again, it is her responsibility to contact us if she had any questions or concerns about the dress ordered for her. We would have been more than happy to assist her. She decided to wait until her dress came in and not pay for what she ordered. I have included her signed receipt which clearly shows the dress can be altered to her liking.

   

  Customer response

  07/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   To Whom it may **************** do not agree to this being a resolution to my problem.On January 20, 2022 I made my 

  disappointment known to my sales consultant but also to the manager immediately after I was told that the alterations on my dress could not be done. The manager then gave me a list of several places of where I could advertise my dress for sale. The manager confirmed that the dress could be altered to my liking after notifying me that my dress had come in on March 11, 2022. 

  At this point in time it had been two months since I had filed a complaint on their website. At the time of hearing back from *********** I had already purchased new dress in order to meet my wedding deadline. If I had of known meeting with a seamstress would be an option I would have taken the option, but I was not offered this as an option the day of my appointment.

  Misunderstanding or not,information was miscommunicated between ****** and management on the day January 20, 2022. I expressed my concerns on this day and no help was offered and I was left no other option. If their motive is to make a positive experience and outcome for every bride then they should have reached out to the alterations manager at that initial time. I left Alexandras that day with no solution or positive feedback. 

  
  
  Regards,

  Kayla

   

   

  

  Business response

  07/27/2022

  The first time the customer reached out to the store was on 4/21, after she received notice that her dress had arrived on 3/11/22. She never spoke to the store manager until she reached out via general email on 4/21. 

  If there were issues prior to this she should have reached out to help resolve this matter. We cannot help a customer if they do not let us know there is an issue. We would have been more than happy to assist her and reassure her

  there would be no issues in altering the dress to her liking.

  At this point, the customer is responsible for the balance of the dress. The designer does not accept any returns or cancellations as stated on the contract that the customer signed. 

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