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:19/10/2023

  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.

  I bought my dress from Champagne and Lace on March 25th 2023 for $2,317.63. This being my first time ever dress shopping I trusted that they were professionals and knew what they were doing. They had ordered me a size 8 which when the lady told me that I just went with it because I assumed they would be right as I was told all dresses fit differently. When I received my dress in September it was big, like big where I couldn't walk in it, the top was falling forward I would have to hold it up so that I wouldn't flash someone. It being September and my wedding getting close I just kind of trusted the process thinking everything would be okay and the sales rep from ******** and **** had promised me the dress would fit a certain way. I went to their referred alteration's location thinking that she would be the best as she worked with dresses from there before. My bill for alterations was quite a bit higher than I expected because they had to take in the lower thigh, the waist, bust and hips. After all the alterations the dress still doesn't fit how I would like as the dress is backless and the straps are designed for someone much wider. If taken in in that area the dress ends up being too tight so I'm left with a dress that doesn't quite fit properly. and the women who did my alterations (their referred location) told me that this dress was designed for someone much bigger than me. I have 3 weeks till my wedding and I'm scrambling to find a new dress.I contacted the store as I am positive they made an error when measuring me and the owner refused to admit that any of her staff could possibly of measured wrong. When I told her that I had to take my dress in so much there's no way I couldn't of been able to go a size down, her only answer was that all dresses fit differently. I went to another dress store to try on dresses and since I am now buying off the wrack I had to only try dresses in my size, well every dress that I tried on was a 6 and I can still take some in.

  Business Response

  Date: 19/10/2023

  ************** paid for a special ordered gown ****** design **** on March 25 2023, Customer's measurements taken show on receipt and size chosen does as well. Size chart for this designer is attached as well. Customer signed in acknowledgment on receipt "I understand that alterations to the merchandise may be necessary and that alterations will incur a separate charge. C&L does not offer alterations" Customer also signed in acknowledgment of "I understand that all sales are final and are neither returnable or exchangeable, no exceptions"

  On August 14 2023 ************* came to our shop to try on her specially ordered gown and signed off in acceptance of her gown (attached) 

  In our opinion this is a seamstress issue not an issue with our store, we are sorry she feels this way, and we are saddened this stressful experience is happening so close to her wedding day but we have done nothing wrong, We ordered and delivered wedding  gown as discussed and agreed upon, we fulfilled our part of this sale,  we wish ************** the best for her wedding day. 

  Robynn

  Owner + President C&L 

  Customer Answer

  Date: 20/10/2023

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

  Your sales reps made clear promises on alterations, I'd like you to attach the size chart you mentioned so I can go over it myself. I did my own measurments and the ones provided on the receipt are not accurate. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 23/10/2023

  We have already attached the size chart to our last reply. If you felt the measurements were incorrect or taken wrong, you should not have signed off on them as well, the size ordered reflects the measurements taken. Your measurements now do not come into play as these were taken in March of 2023 and you could have changed. 

  Customer Answer

  Date: 23/10/2023

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

  ****** **** * *** **** ** ** ********* Your staff whom is not knowledgeable in alterations persuaded me to buy a dress telling me that certain things could be done to it. I've spoken to 3 different alterations places and came to the same conclusion. 

  1. You can only alter a dress so much before you ruin it.

  2. You can only alter dresses certain ways

  3. You can not guantee the dress will be altered how i would like.

  Your staff sold me a dress and made promises on alterations and in return I bought a dress expecting it to be able to be altered how I discussed with your staff.  Me being a first time wedding dress shopper I trusted who was selling me the dress had knowledge in this area. Especially when they acted as though they did. I was persuaded into buying a dress from your store and tried to trust the process which in the end turned out to be a nightmare for me and cost me extra money. Had I known what I know now about wedding dresses I would have picked a different style. I feel like as a buisness owner your responsible for your staff. My measurements have not changed I've been the same size I have been for years and wear the exact same clothes I walked into your store with. So no I don't agree with what your saying. You also referred me to the alterations place that you say is an alterations problem which holds you accountable for that as well. Even if that would be true which I don't believe it is since you do not do alterations or have any knowledge of sewing had your store not reffered me I would have never gone there to begin with. I believe you just prefer not to take accountability for your staff. You have extremely poor customer service and were very rude on the phone with me even before any discussion of legal proceedings as that was the last thing I ended with after a phone conversation with you telling me "we have been doing this for 30 years"  and "I don't know i wasn't there" exactly, you weren't there. 

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 23/10/2023

  If this were a scam we would not be in business, we have tried to explain all of the facts to you but this is not what you want to hear. if we had done something wrong we would 100% own it, we have not, we ordered the gown in the size color and design number that you requested, we presented this gown to you when it arrived and had you try it on to ensure you were happy, you left happy that day and signed off on accepting the gown  (even bought a veil) only once you had completed your alterations (with a seamstress recommended by us but not in business with us)  did you insist on a full refund and left a nasty ****** review. If you were unsure your gown could be altered to your satisfaction, you should have brought up your concerns BEFORE the gown had been altered. Once a gown has been changed (altered) to YOUR body it becomes an issue between you and your seamstress, if the seamstress felt this gown could "only be altered so much" why is this not a mention to her? As much as you feel we are "throwing our recommendation under the bus" we are not, this is an issue between you and her business, not Champagne & Lace. We have no obligation legally to reply to this complaint, but we feel it is the correct thing to do and of course to explain that we have done nothing wrong. We wish you all the best in your wedding and your new gown, we do see you are trying to sell your original gown on marketplace, so if it sold then this complaint and your request for a refund would go away ? We feel you have fallen out of love with your gown , and this does happen from time to time, it has nothing to do with the sale of the gown we sold to you .

  Customer Answer

  Date: 23/10/2023

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

  I did bring up my alteration concerns to your staff, your ************* me they would be taken care of. I would not have been able to know if this would have been true or not unless I altered it. What does posting my dress on marketplace have to do with anything ? I haven't sold my dress its in fact sitting at your alterations place the one you reffered. I didn't leave "happy" with my dress I couldn't even walk in it due to the size but assured that after alterations it would be fine. I didn't leave any nasty review just an honest depiction of how I was treated by yourself and your buisness. Perhaps if you didn't like the review you should have had better customer service. * ***** ** **** * **** ** ** *** **** ******** *** ****** ** ** *** ***** ***** **** **** ****** I didn't fall our of love with the dress it didn't fit as advertised by your staff.
  
  Sincerely,
  
  ***************************