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:03/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 placed an order for Galia Lahav ********************* dress on 1/29/2024, with order number ******. The total order amount is $2210. After receiving the product, we didn't end up liking it, so we initiated a return. However, after returning, the merchant emailed us stating that the dress had a stain on it, and we had to pay $150 to clean it up. I attached the image of the stain below - it's barely noticeable unless you pay close attention. We contacted the customer service, but it didn't lead to any resolution.First of all, We only tried it on once very carefully upon receiving it and we didn't do any damage to the dress. When we sent out the return we carefully packed the dress in its original condition. Perhaps it came in with the stain, but we didn't take that close of an inspection. This could also be caused by the carrier / merchant, but as the consumer, we are at a disadvantage here since we won't look at the dress in that detail. Second of all, why would it take $150 to clean up the stain? I understand that your website listed this fee, but I think it applies to a more substantial damage to the dress, and I don't think it's reasonable under this scenario. Lastly, how do I know that this dress is the one that I sent back? Galia Lahav could take any other damaged dress in its inventory, and argue that we damaged the dress. Regardless, this is a very frustrating experience, and I saw many others in social media sharing similar concerns. I could **** up the $150 if that's what it takes, but I do hope BBB could help contact the merchant and I hope Galia Lahav could be better in the future.

  Business Response

  Date: 03/08/2024

  To whom it may concern,

   

  This complaint was made againt a retail location in ***********.  I own a franchise for the designer "Galia Lahav" in ***********, our business is Brimar Couture LLC DBA Galia Lahav.  This purchase was made online with the designer directly.  My business accepted no payment, fulfilled no order and had no communication with this client.  The designer owns and opperates their online business from their headquarters in ********, ******.  I have forwarded this customers complaint to their customer service team to come to an agreement with the client but again I want to reiterate this is not our client and therefore should not be a complaint against our individually owned and opperated retail location.  If you have any further questions please call me at *************.

   

  Thank you,

  ***************************

   

  Customer Answer

  Date: 03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  Zinan Pan