- Report: #464966
Complaint Review: House Of Brides - Glen Elyn Illinois
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House Of Brides
1184 Roosevelt Road Glen Elyn, 60137 Illinois, U.S.A.
Phone:
630-629 4040
Web:
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House Of Brides Horrible Customer Service, very difficult to contact., Glen Elyn Illinois
Do yourself a favor and buy a wedding dress in-person, avoid this online retailer at all costs.
I ordered a dress in early April for a July 26 wedding. A few days after ordering I received an email that only stated THEY would RECEIVE the dress in early July. This made me panic, and I started to try to reach them by phone. After navigating the maze of thier phone system, I reached a very rude person who said that's all they can tell me. After pressing her she finally suggested I call back in May.
I called back in May, same phone nightmare. Was cutt off twice. This person very curt and said they couldn't tell me any more. She finally agreed to call the manufacturer. Put me on hold for about 20 minutes and then cut me off. I called back, she said she'd call me back whenver she got a holf of the manufacturer. Two weeks later I didn't hear back. Called again.
Got another rude person who told me they can't contact the manufacturer. I explained they said they would and get back to me. She reluctantly checked notes and said they did call the manufacturer, who indicated they couldn't give an update. I asked to speak to a supervisor. She said the superivisors do not speak to customers directly. She gain me an email for Joan.
I emailed Joan asking for help. She told me to check back in June. I emailed her in early June. She said the manufacturer indicates they will ship in late June.
On June 22 I rec'd my dress. It's way too small, I used HOuse of Bride's on-line size chart. THis is the email I rec'd from Joan after inquiring if there was a way to exchange in time for a July 26 wedding: "The manufacturer will not do exchanges on sizes. Does the gown measure according to the size chart? If it does we cannot do anything. Please respond."
Wow. I do a lot of on-line shopping, especially since my engagement. I have never had a customer service experience anywhere near as awful as this one. Please do yourself a favor and buy a dress in person.
Teresa
Olympia, Washington
U.S.A.
I ordered a dress in early April for a July 26 wedding. A few days after ordering I received an email that only stated THEY would RECEIVE the dress in early July. This made me panic, and I started to try to reach them by phone. After navigating the maze of thier phone system, I reached a very rude person who said that's all they can tell me. After pressing her she finally suggested I call back in May.
I called back in May, same phone nightmare. Was cutt off twice. This person very curt and said they couldn't tell me any more. She finally agreed to call the manufacturer. Put me on hold for about 20 minutes and then cut me off. I called back, she said she'd call me back whenver she got a holf of the manufacturer. Two weeks later I didn't hear back. Called again.
Got another rude person who told me they can't contact the manufacturer. I explained they said they would and get back to me. She reluctantly checked notes and said they did call the manufacturer, who indicated they couldn't give an update. I asked to speak to a supervisor. She said the superivisors do not speak to customers directly. She gain me an email for Joan.
I emailed Joan asking for help. She told me to check back in June. I emailed her in early June. She said the manufacturer indicates they will ship in late June.
On June 22 I rec'd my dress. It's way too small, I used HOuse of Bride's on-line size chart. THis is the email I rec'd from Joan after inquiring if there was a way to exchange in time for a July 26 wedding: "The manufacturer will not do exchanges on sizes. Does the gown measure according to the size chart? If it does we cannot do anything. Please respond."
Wow. I do a lot of on-line shopping, especially since my engagement. I have never had a customer service experience anywhere near as awful as this one. Please do yourself a favor and buy a dress in person.
Teresa
Olympia, Washington
U.S.A.
1 Updates & Rebuttals
X
X,Illinois,
U.S.A.
Customer Assistance
#2UPDATE Employee
Mon, June 29, 2009
Dear Teresa, We researched your complaint. You placed the bridal gown order on March 28, 2009 giving the wedding date as July 26, 2009. The order was processed with the designer, and a confirmation was emailed to you stating the estimated shipping from the designer to our location was the beginning of July. We post each of designers' standard shipping time frames on every product page of our website. This information gives the estimated time it will take for an order to ship from the designer to our location. We provide this information for customers to decide if their event date allows for the product's shipment. The information is available before a customer purchases from our website. The standard shipping time frame from your gown's designer is an estimated 12 - 13 weeks. The designer also offers Rush shipping of 10 - 11 weeks for an extra charge. You chose standard shipping and did not select the Rush option. After correspondence regarding your issue with the time frame, the manager marked your order as priority to ensure we received it as early as possible from the designer. Your order arrived ahead of schedule in mid-June and was shipped to you immediately thereafter. We provide each designer's actual size chart. Designers cut their dresses according to their size chart based on the bust, waist, and hip measurements. We advise customers to compare their measurements to the designer's size chart to determine the size to order. We cannot suggest a specific size for a customer since we do not personally measure the customer. The customer is responsible for the size ordered. We state on our website there are no cancellations, refunds, or exchanges due to the special nature of our merchandise. Bridal gowns are made according to the orders the designer receives. The gowns are not readily made or available "off the rack". Since the gown is made specifically to your order, the designer will not accept returns or refunds on their merchandise. If an order is received and the customer states the gown does not fit, we instruct customers to measure the gown and compare the measurements to the designer's chart. If the gown measures incorrectly according to the chart, we instruct customers to send the gown back to House of Brides with a return code. We then check the gown to confirm the error and contact the designer for immediate resolution. However, if the gown does measure correctly, we cannot take the gown back as stated on our website. The manager provided this information to you and asked you to contact her back regarding the gown's measurements. You did not respond with this information. Please contact [email protected] with question or for further assistance. Thank you.
