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:23/04/2025

  Type:Customer Service 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 went with my daughter for dress shopping and they told us remove our shoes, and they registered our names in the system, After the shopping my daughters shoe was gone and we ask they to help but I feel they neglected us, all they had to do was to check the security cameras and check their guest list to find out who took the shoes. I called and sent emails but no luck.

  Business Response

  Date: 23/05/2025

  Hello Better Business Bureau, 

  Thank you for touching base regarding this complaint. I have attached a screenshot of an email that was sent to *** ****. We have a sign that clearly states that we request shoes be removed when trying on gowns, the sign also states that we are not responsible for lost or stolen personal property, and we encourage clients to take their personal valuables with them. We had a pair of Birkenstock sandals in ***** daughter's size, but they claimed they were not theirs, despite the shoes being identical. This is a common shoe, so it was possible someone with the same shoes mistakenly switched, but we saw no evidence of this in the footage at all. The shoes we provided matched the description. 

  In regards to the footage, we personally reviewed it and could not see any evidence of theft. We have also tried to spot any similar shoes being taken and could not do so. We are not able to provide *** the footage, as that is a safety risk to our clientele. We never give out footage to clients, and will not do so as it is a violation of their privacy. If theft had been committed, we may have submitted the footage to law enforcement. But no theft has been committed, we had *** ****** daughter's shoes. 

  Thank you, 

  The Bridal Gallery

  Customer Answer

  Date: 29/05/2025

   
  Complaint: 23238578
  
  I am rejecting this response because: they can view the video and see who took the shoe, and they have phone #. I want to send you a video I made.
  
  Sincerely,
  
  ********* ****

  Customer Answer

  Date: 30/05/2025

  Seeking compensation for the loss of my daughters shoes since they did not help us even though all customers who enter the store are registered with their name and phone number, and also video surveillance with direct angles on the shoes which can show who picked up and left with the shoes. Refused to look at the video footage to identify and contact the person who stole the shoes and are also refusing to compensate us for the loss of our shoes.

  Business Response

  Date: 09/06/2025

  We have already responded to the message on May 23, 2025. 

  Customer Answer

  Date: 18/06/2025

   
  Complaint: 23238578
  
  I am rejecting this response because: This is small and high end shop, it was so easy for them to track down customer and call to solve the problem, but they continue to refuse to help, now i am feeling they are discriminating because of my skin color. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased two suits to be tailored and made for me for June 2023. One of the suits had a defect. At the time, the blazer was not tailored to satisfaction, requiring multiple alterations and multiple visits to the store between summer to fall of 2023. I asked for a refund multiple times due to unsatisfactory outcomes and due to the defect in the blazer but was declined a refund. The last time I went to pick up my blazer, I was told by the tailor that it could not be fixed any further with them clearly seeing the defect. At the time, I was informed that I could have had the option of getting another blazer made but that option was never offered to me initially. I recently contacted management and they said that is also not an option at this point. I was not able to follow up with them until now because of a surgery and recovery time. Not all options of resolution were presented to me. I was also told that if the multiple tailoring did not solve the issue then I could speak to management about refund/other options. However, refund was again declined. I would want a refund. If that is not possible, another blazer should be made at the least.