- Report: #873126
Complaint Review: House of Brides - Internet Internet
Reported By:
JMWed -
Gaithersburg, Maryland, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
House of Brides
Internet, Internet, United States of America
Phone:
1-605-271-1016
Web:
www.houseofbrides.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
House of Brides Houseofbrides.com Billed my bridesmaids and did not deliver the merchandise. No accountability and apparently using thirdparties who are unable to contact other HOB offices. Complete FRAUD!! Internet, Internet
My Bridesmaids ordered from House of Brides, the dresses I chose, in January 2012. My bridesmaids continued to follow-up to make sure the dresses arrived timely and as scheduled. One bridemaid put 4/23 as the wedding date and the other put 5/4. The actual wedding date was 5/5. House of brides customer service responds at first for 1 bridesmaid saying that there was a system issue and that her order could no longer be found. She then said that she will research to see what happened. NO response! Initially both bridesmaids were given delivery dates of March and mid April. It is now late April and noone has notified my bridesmaids of any updates or shipping delays. House of brides never proactively informed either of the bridesmaids that there was an issue with the order or that the order would be delayed. My bridesmaids continued to call and call and send emails. The delivery was pushed back for the second bridesmaids 2 and 3 times!
I, being the bride, decided to call to see what was happenning. When someone finally returned my call, Marlene proceeds to tell me that their manufacturer Dessy.com was having a problem with deliveries "which they will not admit to" and thats why we havent received the dresses. She then proceeds to ask ME to contact Dessy.com! I told her NO! and that I placed the order with House of Brides NOT Dessy.com. She said that she "would try but they havent been returning my phone calls". I told her that if I did not hear a response by the end of the day that we would dispute the transactions since house of brides has ALREADY DEBITED THE CREDIT CARDS!!! She said that she "understood" my predicament and said that she would call. She called me back and said that she left a message, in a lackadasical manner. Never saying that a refund would be initiated or that come hell or high water she would get the dresses for me. I sent the email below the night before and still have yet to receive a response back! :
----------------------------
Hello Ashley, Elizabeth, or House of Brides Manager, I am writing regarding two orders that are somehow not where they should be which is at my bridesmaids homes. My wedding is 5/5/2012, 10 days away and we still have not received the dresses or have been able to get an answer as to where the dresses are. The two order numbers are:
Order Number: M10271
Customer: Shana
Ordered: January 23, 2012
---------- Forwarded message ----------
From: "Customer Service" <[email protected]>
Date: Jan 23, 2012 2:40 PM
Subject: M10271
To: <XXXX>
Dear Shana, Your order number is M 10271 with an estimated arrival of the middle of March. If you have any further questions please contact me at [email protected]. Thank you and have a pleasant day. Sincerely, Elizabeth House Of Brides and
Order Number: 134744
Customer: Kara
Ordered: January 12, 2012
From: <[email protected]>
Date: January 12, 2012 10:55:57 AM EST
To: <XXXX>
Subject: Your Order Confirmation from House Of Brides Thank you for choosing House of Brides! We are please to inform you that the item(s) below have been ordered and confirmed by the manufacturer.Note:additional confirmations may be forthcoming for items not shown below.Designer/Manufacturer: Alfred Sung Bridesmaids
Product Name: Bridesmaid Dress
Style #: D50 Color : Italian Plum Size : 12 Extra Length : Rush Delivery :
Qty : 1Anticipated Ship Date to House of Brides : Beg Apr
It is odd that seemingly noone is able to find the orders above but the credit cards associated with the orders have been debited for the ENTIRE amount due. House of Brides needs to provide an answer to me regarding both of these orders or these transactions will be disputed. They will be disputed as we have been told multiple stories about system transition issues, tracking issues with Dessy and to call a number that is checked periodically by managment... The other issue is that HOUSE OF BRIDES NEVER contacted either of people above letting them know that there could be a delay in shipment or that any issue occurred with the orders! The wedding is very soon and I am hoping these dresses get to their designated recipients or I will be complaining to every customer site created to worn other brides about your website!! Do not ruin my wedding day. Please call me(info below) or either of the people above tomorrow! If no contact is made, that means that you have forfeited your rights to payment and have ignored us as consumers. Thank you.
------------------------------
So, I decided to call the new order line to try to get a manager and I finally get one. Her name is Dawn and she tries to hide behind the fact that I am not the actual customer, not to talk to me. I called BS and then she spoke to me. She proceeds to tell me that she has no access to see order status', she cannot call over to the status department, she cannot dial out AND that she is a Third Party who assist House of Brides. Im done! This company has fraud written all over and has no accountability to the delicate aspect of the products they are selling. Please do not fall victim to their scheme. They have ruined my wedding day because ALL of my colors are centered around these dresses and I am so dissapointed and upset that i want to warn all others from being victim of this scam.
As a result, we have to scramble 10 days before the wedding for other dresses that neither my bridesmaids nor I wanted and Dessy.com nor House of Brides cares. All they care about is debiting the money from consumers and getting the order to the consumer is the last thing on their list of things to worry about.
I, being the bride, decided to call to see what was happenning. When someone finally returned my call, Marlene proceeds to tell me that their manufacturer Dessy.com was having a problem with deliveries "which they will not admit to" and thats why we havent received the dresses. She then proceeds to ask ME to contact Dessy.com! I told her NO! and that I placed the order with House of Brides NOT Dessy.com. She said that she "would try but they havent been returning my phone calls". I told her that if I did not hear a response by the end of the day that we would dispute the transactions since house of brides has ALREADY DEBITED THE CREDIT CARDS!!! She said that she "understood" my predicament and said that she would call. She called me back and said that she left a message, in a lackadasical manner. Never saying that a refund would be initiated or that come hell or high water she would get the dresses for me. I sent the email below the night before and still have yet to receive a response back! :
----------------------------
Hello Ashley, Elizabeth, or House of Brides Manager, I am writing regarding two orders that are somehow not where they should be which is at my bridesmaids homes. My wedding is 5/5/2012, 10 days away and we still have not received the dresses or have been able to get an answer as to where the dresses are. The two order numbers are:
Order Number: M10271
Customer: Shana
Ordered: January 23, 2012
---------- Forwarded message ----------
From: "Customer Service" <[email protected]>
Date: Jan 23, 2012 2:40 PM
Subject: M10271
To: <XXXX>
Dear Shana, Your order number is M 10271 with an estimated arrival of the middle of March. If you have any further questions please contact me at [email protected]. Thank you and have a pleasant day. Sincerely, Elizabeth House Of Brides and
Order Number: 134744
Customer: Kara
Ordered: January 12, 2012
From: <[email protected]>
Date: January 12, 2012 10:55:57 AM EST
To: <XXXX>
Subject: Your Order Confirmation from House Of Brides Thank you for choosing House of Brides! We are please to inform you that the item(s) below have been ordered and confirmed by the manufacturer.Note:additional confirmations may be forthcoming for items not shown below.Designer/Manufacturer: Alfred Sung Bridesmaids
Product Name: Bridesmaid Dress
Style #: D50 Color : Italian Plum Size : 12 Extra Length : Rush Delivery :
Qty : 1Anticipated Ship Date to House of Brides : Beg Apr
It is odd that seemingly noone is able to find the orders above but the credit cards associated with the orders have been debited for the ENTIRE amount due. House of Brides needs to provide an answer to me regarding both of these orders or these transactions will be disputed. They will be disputed as we have been told multiple stories about system transition issues, tracking issues with Dessy and to call a number that is checked periodically by managment... The other issue is that HOUSE OF BRIDES NEVER contacted either of people above letting them know that there could be a delay in shipment or that any issue occurred with the orders! The wedding is very soon and I am hoping these dresses get to their designated recipients or I will be complaining to every customer site created to worn other brides about your website!! Do not ruin my wedding day. Please call me(info below) or either of the people above tomorrow! If no contact is made, that means that you have forfeited your rights to payment and have ignored us as consumers. Thank you.
------------------------------
So, I decided to call the new order line to try to get a manager and I finally get one. Her name is Dawn and she tries to hide behind the fact that I am not the actual customer, not to talk to me. I called BS and then she spoke to me. She proceeds to tell me that she has no access to see order status', she cannot call over to the status department, she cannot dial out AND that she is a Third Party who assist House of Brides. Im done! This company has fraud written all over and has no accountability to the delicate aspect of the products they are selling. Please do not fall victim to their scheme. They have ruined my wedding day because ALL of my colors are centered around these dresses and I am so dissapointed and upset that i want to warn all others from being victim of this scam.
As a result, we have to scramble 10 days before the wedding for other dresses that neither my bridesmaids nor I wanted and Dessy.com nor House of Brides cares. All they care about is debiting the money from consumers and getting the order to the consumer is the last thing on their list of things to worry about.
2 Updates & Rebuttals
X
X,Illinois,
U.S.A.
House of Brides reply
#2UPDATE Employee
Wed, May 09, 2012
Dear Customer,
We apologize for any inconvenience and invite you to contact Customer Relations, [email protected] for further assistance.
We are an authorized retailer of our designers. The majority of our merchandise is available as special order, which means the designers make the dresses according to each customer order we place with them. Dresses are cut according to the size, color and other specifications on the order. Since the dresses are not available in-stock, designers provide retailers with an estimated delivery time frame, which is dependent on their production schedule. The estimated time frame varies between designers and is available to view prior to placing an order on the Product Page. These time frames are estimates only and can change according to the designer's production schedule. Designers reserve the right to alter their estimated delivery time frames. Retailers including House of Brides cannot control or determine the designer's production or delivery of an order.
The designer of your orders did experience a delay in their production, which delayed delivery of some order to House of Brides. We have on-staff expeditors who worked daily to ensure the timeliest arrival of your order.
As with nearly all E-Commerce websites, full payment is required at the point of purchase. We state our payment policy in Terms & Conditions, which is available to review prior to placing an order. It is also required to agree to at the point of purchase.
House of Brides is a debt-free company. The delay of the orders was due to a delay in the designer's production.
House of Brides Customer Service Department may not have access to order information and may have to contact the Ordering Department. The Ordering Department is in weekdays during business hours. If an inquiry is made after business hours, Customer Service may have to direct the inquiry to the Ordering Department the next business day.
Lastly, Marlene is a customer service representative and not in the Accounting Department.
Again, we apologize for any inconvenience and invite you to contact [email protected] for further assistance.
Sincerely,
House of Brides
Resources
Glen Ellyn,Illinois,
USA
Could be an issue of non-payment to Dessy
#3Consumer Comment
Wed, April 25, 2012
House of Brides is notorious for not paying their bills. If Dessy isn't paid they will not ship to House of Brides.
Marlene handles the accounts with the designers. That's why she got involved with your order. She wants you to beg Dessy to release the dresses.
Good luck
