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:04/08/2025

  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.

  On February 10th, 2025 I purchased an online dress from One Enchanted Evening. On the website the dress size said available in store so I assumed it would ship from their location. At no point did anything tell me the dress wouldn't ship within the month. February 20, 2025 I emailed **** at One Enchanted Evening concerning shipping times. ********* ******** emailed back saying the latest ship date for the dress was May 8th, however my order has an earlier ship time. She said it should ship end of March beginning of April with plenty of time for my daughter's April 26th wear date. March 25 I emailed ********* again about shipping. She responded on April 1st saying that now my shipping date should be mid April. I was concerned considering she previously said the ship time on some was May 8th, so she said she would get me reassurance and a concrete date from the designer when the dress would ship. April 1st was on a Tuesday and she said would definitely get back to me by April 3rd. Due to the uncertainty of when we would receive the dress my daughter opted to cancel her order and repurchase elsewhere. I called One Enchanted Evening April 3rd, when ********* was suppose to reach back out to me and was told no refunds are ever given. As of today April 8th I still haven't had any response back. Although, the no refund policy, when I chose the dress size the website never prompted me that it wasn't in stock and the dress wouldn't ship until a certain date. Due to the lack of concrete reassurance the dress would be here in time my daughter would like a refund of her money. This was beyond our control as a consumer and I was never given a warning that the dress would take almost three months to ship. If need be I can upload emails and a picture of the website that has no warning of shipping dates.

  Customer Answer

  Date: 04/16/2025

   One Enchanted Evening has resolved the issue.

• Initial Complaint

  Date:01/23/2025

  Type:Billing 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.

  On 1/4/2025, I purchased a gown for my daughters wedding. I paid $795.00 for the gown and was told that it should arrive in a few weeks. On 1/23/2025, I received a call from One Enchanted evening stating that I was required to pay an additional $250.00 for a shipping fee and that they could not guarantee that the dress would arrive before the wedding date of 5/3/2025. I spoke with the manager Gabby and told her that I wanted my money back. She told me that all sales are final.Please help me to get my money back. The information about the additional $250.00 shipping fee was not disclosed to me and completely unwarranted.

  Business Response

  Date: 02/06/2025

  The cardholder purchased the gown on January 4th, we contacted her after the designer told us we would require a rush cut on her gown to make her wear date of May 3rd. It does state in our contract that if it is necessary for a rush to be placed we have the right to request it from the customer. We contacted her and told her what the designer required - It was not a shipping fee it was a rush cut for the gown to jump the production line and expedite its production - She was upset and demanded either a full refund or that she would pay the rush fee when the gown came in. Management agreed to make the exception to allow her to pay the rush fee when the gown came in.The contract states all sales are final, there are no exchanges returns or refunds. Management did guarantee her that the dress would arrive before the date she needed it, and since she was refusing to pay the rush fee we paid it on her behalf, with the promise she would pay the fee back to us when the dress arrived. Based on the sales order that is attached it lists the ship date as April 19th which is before her wear date. It is a special order so it takes time to be produced and come in, all of which she was aware of at the time of purchase, she cannot cancel as the dress is in production and now the cardholder owes an additional rush fee.

  Customer Answer

  Date: 02/07/2025

  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.
  
  Hello,
  
  Thank you for your response. 
  
  The need for a rush order was never disclosed nor was the possibility of a large amount being added to the transaction.  I was told that this was a final sale and that the dress would arrive in a few weeks.  I was completely deceived at the time of the sale.  I was also told on the phone two weeks later that there is no guarantee that the dress will arrive in time of the event that it is needed.   I do NOT have the product in question, nor will I go to this establishment ever again. I have no trust in this establishment and no time left to trust that they will come through.  This is my daughter's wedding day. This is a once in a lifetime event and I cannot risk placing my trust in this place.  They will have the dress moving forward and will be able to sell it and make money on it.   I ask for a full refund, and I guarantee to never shop at this establishment in the future.  
  
  Thank you for your understanding. 
  
  ******* ******
  

  Business Response

  Date: 02/17/2025

  Attached is the signed contract from the customer that clearly states rush fees could be added. She has a copy of this contract as well. We already paid the designer and the dress is in rush production - and when the customer spoke to the manager the manager guaranteed the dress would be in time for her event. We wouldn't be requesting a rush fee if it wasn't a guarantee - a fee in which we have fronted the cost for the customer, who agreed to pay the rush fee when the dress arrived. We are not refunding any funds and we will not resell the dress on the customers behalf, we are not a consignment store.

  Customer Answer

  Date: 02/18/2025

  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.

  When I spoke with the manager, I was NOT guaranteed that the dress would arrive in time for the event.  Therefore, I had to go elsewhere and purchase another gown.  I will not be able to pay for this gown. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/30/2023

  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 Sherri Hill dress for prom on 4/1/23. The cost with tax was $422.94. There were 3-4 seams coming apart, we were told the in-house seamstress would fix the seams. We returned in May for the repaired dress. You are asked to inspect the dress, which I did to the best of my ability as it was on a hanger in a garment bag. I put my faith in the company to fix all open seams.
  On 5/25, after having her hair and make-up done, my daughter got dressed and we headed out for photos. By that time one of the seams on her right hip had opened up. We were at the photo location within 30 minutes, at which time one of the straps broke. I had no needle/thread or pins and was nowhere near our house. We were in full-on panic - but luckily there were two spaghetti strap on each side, so we tied the broken strap to another part of the dress and tried to cover the missing strap with her hair. I called the store at that very moment to avoid any question that it happened before she got to the dance.
  By 7:45pm the other strap broke, just as she was about to eat. She had to leave the table and attempt to reattach the one remaining strap. Some teachers and other girls helped with pins. By the time she returned to the table the food had been removed.
  When I got a call back, Gabrielle C******* apologized, and offered to have it repaired, and a $100 refund. I said that I was not happy with that and wanted a full refund. And that is when she began to explain the contract that I signed, and a full refund was not an option. I then asked to speak with the owner - but they don't give out Linda S*******'s information, so I asked for Gabrielle to give my contact information to her, but was told that she would probably not contact me.
  I understand that I am not going to get a full refund, this is simply a warning, don't waste your time on this business because they don't stand by the products they sell.
  The straps breaking had nothing to do with the contract I signed.

  Business Response

  Date: 06/20/2023

  The customer purchased her dress
  with us on April 1, 2023. She tried it on and purchased it in store, The dress
  had minor fraying at the seams, we assured her the dress would be repaired by
  one of our seamstresses. The seamstress did a full inspection of the gown and
  repaired exactly what was indicated by the customer, no mention of the straps was
  made. We contacted the customer on April 8, 2023, that the dress was back from
  repairs. The customer inspected the dress and took it with her on April 15,
  2023. Attached documents are the initial sales contract (all documents blacked
  out in sections that would have personal customer information). The contract
  itself states that all sales are final, no exchanges, returns or refunds; it is
  signed by the customer acknowledging these policies. The sales receipt is also
  included, states that all sales are final. The pickup slip that was signed on
  the day the dress was picked up is also provided, where it reiterates the store’s
  policies and states that the customer has fully inspected the merchandise and
  accepts it in its current condition.
  We do stand by our merchandise. They
  received the dress April 15th, and the dance was on May 26th. We are
  not liable for any damage that could occur to the gown after it left our care.
  It was approved by the customer at pick up and was in her custody for a month
  and a half. Our store manager was apologetic for the customer’s experience and
  did make an exception to the contract by refunding $100 and offering to have
  the gown repaired. The customer declined our offer. They then began threatening
  to leave bad reviews everywhere possible if they were not able to get a full
  refund, at which point they were reminded again that we did offer a partial
  refund and to repair the gown free of charge. The customer continued to
  threaten our business simply because she did not like the answer, but at the
  end of the day, the customer has responsibility when it comes to what they
  purchased and inspecting the merchandise before it left the store. A refund of
  $100 was provided on May 26th, as documented on an included
  attachment. One Enchanted Evening stands by our position of approving a partial
  refund to the customer against our store policies given the circumstances. We
  also maintain that we are not liable for damage that occurs to the gowns after
  they leave our store.