Complaint Review: ValCollections

ValCollections is a complete scam! Their customer service is horrible. They are vague and incompetent in their "email" responses (they don't like to use the phone and have one on one contact with their customers) or simply don't respond at all. And they don't deliver on the product that they "say" that they can. I ordered my wedding dress approximately 6 months prior to my wedding. I payed $600 for my gown upfront throught Paypal and was told of a shipping date on November 21st. I thought, "Wow! That's excellent. I will have plenty of time to check for alterations, etc." Well, about 2 weeks prior to the Nov 21st ship date, I emailed the company just to verify the status of my gown. I was then notified that it was still too early to tell, and that gowns were coming in about ONE WEEK late.

I still thought this was reasonable considering that Thanksgiving was around the corner. About two weeks after the ship date I continued to contact ValCollections to check the status of my gown to make sure that it had at least arrived. Every email that I received was vague, not really answering any of my questions, just simply not telling me any details concerning the status of my dress.

After getting no response for a while with only about 5 weeks before my wedding. I emailed them 91 TIMES IN ONE DAY before I finally got a call. The ValCollections employee (Not Valerie the owner) then tells me that they HAVE NO CLUE where my dress is and that the supplier that they work with has not responded to them at all. I told her my concern about not having enough money to go and just buy another dress, that I was depending on them to get me the dress that they ensured that I would have for my wedding. The employee then told me that Valerie would call me personally to let me know the status of my dress and WHETHER THEY WOULD EVEN BE ABLE TO GET IT ON TIME! Once again, after a week I didn't get a response. I then emailed them on a Saturday making sure to clarify that they LIED about responding to me by the end of the week concerning the status of my dress. It was that Saturday (about 4 weeks before my wedding....one month!) that they told me they would not be able to get the dress to me on time OR AT ALL!

Do you know how devestating it is to try to scramble and find a dress that I like one month before my wedding!? Especially when most places don't have a huge selection of dresses to buy off the rack?! Needless to say, I was devestated. I AM STILL WAITING ON A REFUND!!! I have yet to get a response from them concerning when I will receive my refund.

I AM WARNING ALL BRIDES TO STAY AWAY FROM THIS COMPANY! The employee that I spoke to from ValCollections actually told me that it was not only me who was missing my dress, but that they had other brides who had weddings SOONER THAN MINE who still had not received their dress.

Below is the dialogue from emails between myself and ValCollections:

VALCollections - Wedding Dress, Bridal Gown

2127 Olympic Pkwy Ste 1006
Box 231
San Diego, CA 91915
UNITED STATES
858-220-7462
Order #: xx090
7/14/2007 7:12:39 PM

Thank you for your order.

An email confirming your order details will be sent shortly.
What now?

Your order status is Payment Cleared.

Thank you for your payment.

Buyer Notes:
YOUR ESTIMATED SHIP DATE IS NOV 21, 2007

Special Instructions:
A. Size 16 B. Color - All White C. Wedding Date 1/19/2008 D. No other instructions

Payment Information:

Type: PayPal

Order Details

Quantity of Items in Order: 1
Item # Title Qty Price Total
mg-J202 MAGGIE SOTTERO ANGELICA J202 Wedding Dress Gown (Storefront Purchase) 1 $600.20 $600.20
Shipping: FREE SHIPPING - Minimal Handling Parcel Post (7 - 14 Days)
Tracking #:

Insurance: Insurance added

Merchandise Total: $600.20
Shipping & Handling Total: $6.95
Insurance Total: $12.00

_______________________
From: JoAnne
Sent: Thursday, October 25, 2007 12:22 AM
To: Val Collections - sales
Subject: Re: VALCollections - Wedding Dress, Bridal Gown: Order # xx090

Hi,

I wanted to know if the order below was still planning to be shipped by Nov 21st? Is there any other update as to when I will receive it?

Sincerely,

JoAnne

________________________

On 10/27/07, Val Collections - sales wrote:
Hello,

Unfortunately since it is still a bit early yet, we do not have any updates on your order. We will make sure to contact the manufacturers once the due date gets a little closer. I apologize for not having any further information, but we will keep an eye on your order and let you know any updates!

I hope I've answered your question(s). Please email again if there is anything else I can do for you.

Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax

www.valcollections.com

__________________

From: JoAnne
Sent: Monday, November 12, 2007 10:04 AM

To: Val Collections - sales
Subject: Re: VALCollections - Wedding Dress, Bridal Gown: Order # xx090

Hello,

I was wondering if you received an update on my wedding dress. It is supposed to arrive by Nov 21st?

My order information is below.

Thanks,

JoAnne

_______________________
On 11/14/07, Val Collections - sales wrote:
Hello,

I will forward this message to Valerie so she may contact the manufacturers for an update on your order. Also just for information, the estimated ship date of November 21 st is an estimation of when we will be receiving the gown and will be getting it ready to ship to you, not of when the gown is to be due to you.

I hope I've answered your question(s). Please email again if there is anything else I can do for you.

Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax

www.valcollections.com

____________________

From: JoAnne
Sent: Wednesday, November 14, 2007 7:31 AM

To: Val Collections - sales
Subject: Re: VALCollections - Wedding Dress, Bridal Gown: Order # xx090

I understand....I just want to have an update on when the dress will be getting to you and then getting to me.

Thanks,

JoAnne

__________________

On 11/15/07, Val Collections - sales wrote:
Hello,

We are expecting the gown around the 21st, however we have been getting gowns about a week to two late. Hopefully your will not be delayed but just to keep you informed so that in case of a delay it will not be a surprised.

I hope I've answered your question(s). Please email again if there is anything else I can do for you.

Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax

www.valcollections.com

______________

From: JoAnne
Sent: Tuesday, November 27, 2007 4:35 PM

To: Val Collections - sales
Subject: Re: VALCollections - Wedding Dress, Bridal Gown: Order # xx090

Have you all received my dress or do you know when you will receive it?

JoAnne

___________________

On 11/30/07, Val Collections - sales wrote:

Thank you for your message. We have not yet received your gown. We will contact the suppliers first thing in the morning to get an update and more precise due date for your gown. We will contact you once we have further information. Have a great weekend

I hope I've answered your question(s). Please email again if there is anything else I can do for you Hello,



Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax

www.valcollections.com

______________________

From: JoAnne
Sent: Monday, December 03, 2007 11:42 AM

To: Val Collections - sales
Subject: Re: VALCollections - Wedding Dress, Bridal Gown: Order # xx090

I still have not heard about my dress?! I am getting really irritated at this point, because I have not gotten any word as to when the dress is coming...a status on how much longer. what is the reason for the delay....etc. Please respond as soon as possible with the location of my dress and when I should expect to receive it.

JoAnne

____________________

On 12/6/07, Val Collections - sales wrote:
Hello,

I apologize about this delay! I am extremely sorry for not having any accurate information but I promise you that we are doing everything possible to get your gown here as soon as possible. Please let us know if there are any other options you like for us to research for you in case we are not able to get you this gown in time.

I hope I've answered your question(s). Please email again if there is anything else I can do for you.

Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax

www.valcollections.com

______________________

On 12/6/07, JoAnne wrote:

Options?! For What?! What do you mean I might not get this dress on time? I need someone to call in person as soon as possible to explain to me what is going on. I have read a lot of pretty good reviews about this company. But I have also read some that made me question the quality of service from Val Collections. However, at the time, I thought I made the right choice and I disregarded the crap that was said about the company especially since "Valerie" took it upon herself to defend the company.

At this point, I am realizing that I made a MAJOR MISTAKE! I have not been able to get one clear answer as to when I just might possibly vaguely recieve my dress. It has been nothing but games with your company. I have been constantly left in the dark concerning the whereabouts of the dress. the response from the supposed manufacturer. the new expected ship date.....NOTHING! Aside from polite vague emails with apologies and NOW I NEED TO PREPARE FOR THE DRESS NOT GETTING HERE IN TIME!?

There are no other options other than to send my dress this week. I can assure you that I will make a point to let other potential brides know about my experience along with showing them the "vague" emails that were sent to me along with a GRAND FINALE of possibly not even getting the dress! I ordered my dress 6 months in advance! I do not appreciate spending my hard earned money (I am not rich nor do I have $600 to just send to someone for a rainy and at this point I simply don't have the time to look for another dress!). Nor do I appreciate being left in the dark concerning the status of my dress. You've spoken to your "manufacturer". I would hope that they would have said "something" by now. The fact that I am left in the dark to sit and wait and guess and hope that my dress gets here in time to be "tried on", inspected, fitted, etc!!! I am just beyond pissed and I seriously need someone to call me . I don't want these vague emails....BUT A CALL concerning where my dress is.

JoAnne

____________

On 12/6/07, JoAnne wrote:
Why is it that you continue to not respond to my emails. Here I am as an honest customer that put my trust in your company to deliver me a dress that I have paid for in a timely manner. Yet....I do not receive emails with any of my questions answered. I want to know what is going on and I don't want to hear anything about missing fabric or damaged dresses as I see that you have used as excuses to other brides that I am finding in message boards all over the internet. I am begging for some sort of "HONEST" response!

JoAnne

___________________

I then sent ValCollections 91 emails before I actually spoke on the phone with a rep who then told me that she did not know when or if the dress was coming. There were apparently other brides who had earlier wedding dates who still had not received their dresses. She promised that Valerie, the owner, would call me personally to update me on the status of my dress and whether they would be able to get it to me in time for my wedding. I never got that call nor have I ever spoken with Valerie.

_____________________

from: JoAnne
to: Val Collections - sales ,

date: Dec 15, 2007 6:52 AM
subject: Serious Update or Refund Money Today for Order # xx090

Once again....I was LIED to concerning someone contacting me this week about my dress to give me a serious update. I was actually told that Valerie would call me herself. I have actually been told that A FEW TIMES and it has NEVER HAPPENED. Unless you are able to give me a specific date of delivery BEFORE CHRISTMAS then I want to have a REFUND ISSUED TODAY. I would rather not be bothered with your company any longer. I will also be sure to explain to other future brides about your "supplier" problem and how there is no garauntee that you will receive your dress or a straightforward answer from anyone at ValCollections. Thanks for making my bridal experience a memorable one.

JoAnne

________________

On 12/15/07, Val Collections - sales wrote:

Hello,

I apologize for the lack of communication from Valerie. Since I see that she did not contact you, I will inform you that we have in fact heard back from the suppliers and unfortunately it is not good news. They really do not think that your gown is going to be ready in time. We also contacted other shops to see if somehow we would be able to get you this gown and came back with no results. We will now be refunding your money as soon as possible. I am extremely sorry for the inconvenience that we have caused you. This is truly heartbreaking to us that we are not able to deliver, and especially because this has never happened to us before and we tried our hardest.

I hope I've answered your question(s). Please email again if there is anything else I can do for you.

Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax

www.valcollections.com

_______________________

from: JoAnne
to: Val Collections - sales ,

date: Dec 16, 2007 8:15 AM
subject Re: Serious Update or Refund Money Today for Order # xx090

How long will it take for me to receive my refund? I need to rush and try and find a dress at the last minute with my wedding a month away. I am totally dependent on what local bridal shops have available to sell off the floor. A delayed refund will not be acceptable. I do not have extra money to go and buy a dress. Whenever I receive the money from you is when I can start looking for my dress.

JoAnne

________________

I have not received any responses as of yet from ValCollections concerning my refund.

Joanne
Tampa, Florida
U.S.A.