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:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a gown for my daughter's wedding. The stylist, without measuring me, chose the size to order. When it finally came in and I tried it on, it was too small. The employee there that night did not have any other options for me other than to buy another dress and to be stuck with the $700 one i bought and was very quick to have me sign the form to state that I was satisfied with the quality and condition of my purchase. I asked if they could reorder a bigger size and she said no. I put a claim through my debit card company that came back denied with a copy of this agreement. Again it stated that I was happy with the condition and quality. I had already paid for the dress so was I supposed to not sign and leave it there? I did not have any option.

  Business Response

  Date: 06/30/2025

  The customer called our store on February 19, 2025 looking for a specific dress. To her surprised, we had the particular dress she was on the hunt for. She came in later that day to try on the dress. The Montage Dress- M2208, is a size 10 that we have in store, which fit but was tight. Her consultant suggested ordering 1 size up from that ( a size 12) and had the customer  try on a different Montage Dress to confirm that size. The customer tried on the size 12 dress and confirmed to order that size. The customer  completed our order sheet, which included an initial from her agreeing to order the size 12 dress and a signature acknowledging the all sales are final policy, no exchanges or refunds. 
  
  The dress came  in a few months later and the customer scheduled an appointment to pick up the dress on May 21, 2025. The customer admits during the pick up appointment that she is nervous to try on the dress. She tries on the dress, which zips up with ease. She expresses her concern about the dress feeling tight along the waistline. The consultant explains how the dress is new and has never been tried on, and how the fabric will naturally let out slightly as she continues to wear the dress. The customer explains that she is unhappy with the fit. The consultant then suggests options, how the customer  has the option to let out the dress slightly on the waistline, can try undergarments which will help pull in the waistline etc. The customer then admits that she is feeling a bit of buyers remorse. How she was so excited that we had the dress that she was on the hunt for, saying maybe perhaps she jumped on the purchase too fast. She asks the consultant if there is an option for an exchange or refund, which the consultant explained that there is no exchange or refund option. She then mentioned to the consultant that another dress caught her eye as she was walking over to the dressing room, and asked to try it on. The consultant took the dress off the maniquinn and the customer  tried on said dress. The customer expressed how she liked this other dress so much more. Again, she asked if there is an option to exchange or refund the original dress, which again the consultant explained the no exchange or refund policy. The consultant reassured the customer that the original dress fit good, and that minor alterations are normal (taking out the waistline slightly, adjusting the straps, taking up the hem etc). The consultant then explained that another size up in the dress (14)  would be very larger overall, and more work to take in. Which would potentially loose the integrity of the dress. 
  
  
  The dress is currently in the possession of the customer. She signed out the dress, which stated that she was happy with the condition and quality of the dress. Before leaving the store, the customer had a conversation with her daughter about potentially selling the dress online, or seeing if her future MIL would want to try on the dress. She stated that if she was able to sell the dress, she said she would want to purchase the other dress that caught her eye as she came into the store that day. The customer asked the consultant to keep that dress information on file, in case she decided she wanted to order it. 
  
  
  On June 12, 2025 the customer submitted a dispute with her credit card company requesting a refund of the dress that she has in her possession. We submitted the appropriate documentation, and the dispute was dismissed. The customer has since reached out to the store and talked to her original consultant. They spoke again about the fit and the options she has to take out the waistline. Her consultant even offered to meet her at the tailor to help go over the alteration, and to help ease her worry. The customer has stated that she will be coming back into the store to meet with her consultant, but has not set up a date for that yet. This conversation happened on June 29, 2025. 

  Customer Answer

  Date: 07/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not satisfied with the response from the company  because there are many inaccuracies in this statement.
  -when I wanted to order another size up, the saleswoman had me try on another dress, same designer, different material (stretchy fabric) and told me 12 would be fine. So, from her professional advice, I signed the paper to order the 12.
  
  - the consultant on the night I tried on the dress, did not offer any solutions or comfort. In the statement, it says that she told me that "the fabric will naturally let out slightly" as I continue to wear it. I would only have been wearing it once...to my daughter's wedding! AND that was never said! She NEVER suggested letting the seams out, trying undergarments, etc. (This was said by the consultant who called me the day I filed the complaint. She suggested I go on ****** or ****** to buy shapewear so the dress would fit me better. She also discussed how sometimes we gain weight under stress.) She never even used the clips to fit the dress to me and give me a better idea as to how it would look after alterations. She also did NOT say anything about "losing the integrity of the dress" with a size 14. This was mentioned, numerous times, by the original consultant on the day we spoke, after putting in the complaint with the BBB.
  
  -I NEVER showed "buyer's remorse" or claimed that I "jumped on the purchase too fast". Nothing like this was ever mentioned. The consultant seemed to try to make me agree that this was the reason by asking 4 times during the conversation on the phone. I questioned as to why she kept asking me that over and over.
  
  - when I asked the consultant if I had any options other than being stuck with a dress that doesn't fit me, she did not respond. I remember this, because her silence was awkward.
  
  - the reason I tried on another dress was because my daughter was trying to get me to forget the dress that didn't fit and pushed it aside for the moment and asked if I wanted to try on the one we had passed by that I pointed to and said was pretty. When I did so, and saw that it fit me much better (was even aa little bit big) and was the same size, I honestly thought there must be some kind of  sizing mistake on the other dress. I asked the saleswoman if she could jot down the info of the new dress.  In case I couldn't find anything else, that would be a backup.
  
  -when I signed out the dress, the form stated that I was happy with the condition and quality of the merchandise, which I was. The saleswoman, who was anxiously awaiting me with the clipboard at the door, agreed, when asked, that I was signing to say that I picked up the dress. I filed a complaint first with my credit card company, which was rejected because the store sent a copy of this agreement. Again, it only states that I was happy with the condition and quality.
  
  -I spoke with the original consultant on the day I sent my report to the BBB. I had also emailed the company the day after I tried on the dress, but never got a response. When I spoke with her, she apologized for not getting back, saying thst she was away for a few weeks. She was surprised also that the dress did not fit. She said FOUR times that it seemed I was unhappy with the style and material of the dress. I questioned as to why she kept repeating that when I never even alluded to anything similar. It seemed like she was trying to get me to say that I didn't like the dress. I responded that I loved the style,etc, and went there specifically for this particular dress.
  
  - I agreed to meet with her seamstress. She said she would text with some dates. I told her any day/night/time, weekend or weekdays are fine, as long as I didn't have anything else. She texted me on June 30th to say that July 12th would be good because she will be away this coming weekend. I responded that I will be out of state from July 11-13, but any other day or night is fine. She said she would check her schedule when she went in that day (June 30). I STILL have not heard back. In the statement, she said I have not yet set up a date to go into the store. 
  
  I just wish everyone would HONESTLY consider how they would feel in this same situation. No matter how much others can tell you the dress fits and looks great, if you're not comfortable and confident in it, the compliments don't matter. To have found the dress and to have a wonderful salesperson originally help me, I'm just so disappointed that it has come to this and that I cannot recommend the store to others. 
  Sincerely,
  
  ******* ***********
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 07/03/2025

  Our goal is to make sure every customer is happy. We acknowledge that this situation has left our customer feeling dissatisfied, and we would like to resolve this issue as soon as possible. We have set up a time for ******** to come back into the store- July 9, 2025 at 12PM. She will meet with her original consultant to go over a few options. Our end goal is to make sure ******** is happy. 

  Customer Answer

  Date: 07/07/2025

   
  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,
  
  ******* ***********