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:06/06/2025

  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.

  Im filing this complaint following a distressing experience with Tailored in Whites ****** location. I entrusted them with my wedding gown, and the process left me emotionally and financially impacted. Despite having my dress for nearly three months, they failed to deliver a properly altered product until just two days before my wedding.Alterations were made without my approval, including changes to the bust and neckline that created visible fit issues. Measurements were often not taken, and some fittings were handled by administrative staffnot trained seamstresses. At one point, I was told my gown had been made in *******, though the designer is based in *******Multiple fittings involved ******** calls with offsite staff, and at one appointment, the seamstress had to rip out and resew sections of the dress multiple times due to earlier errors. The hem was still unfinished 48 hours before my wedding. The final product differed greatly from the original gown in design and quality. It had visible defects, misaligned boning, and lifting lace. It no longer holds the sentimental value it was meant to ******** mother calmly shared my experience with another bride in the studio who asked why I was upset. Rather than engaging constructively, TIW sent me a cease-and-desist letteran alarming response to truthful, firsthand commentary.TIW promotes itself as a reliable team of tailors, but I experienced the opposite: inconsistent communication, poor craftsmanship, and lack of accountability. This complaint serves to document my experience and request appropriate resolution for the significant emotional and financial strain caused. Brides deserve better than this.

  Business Response

  Date: 06/12/2025

  Tailored in White, LLC (TIW) respectfully submits this response to Ms. ********** complaint.

  TIW strongly disagrees with Ms. ********** characterization of the services provided, the alteration process, and the overall facts of this matter. *** was retained solely to perform alterations on a gown originally purchased by Ms. ********* from a separate bridal retailer. TIW did not sell Ms. ********* her wedding gown and was not involved in the purchase of any dress.
  Over the course of multiple fittings, TIW performed extensive alterations at Ms. ********** request, including multiple adjustments, modifications to the gowns lace and fit, and last-minute alterations leading up to the wedding. Many of these changes were specifically requested or approved during the process. Throughout, TIW made every effort to accommodate Ms. ********** concerns and schedule, including extending staff hours to complete the work on time.

  Contrary to Ms. ********** suggestion that her gown was unwearable, she ultimately wore the very same gown that TIW altered to her wedding. She did not purchase any second or replacement gown. As such, claims for reimbursement of the gowns full original purchase price or a speculative replacement gown are not supported by actual financial loss. For reference, photos have been attached showing Ms. ********* wearing the gown TIW altered.

  TIW also disputes Ms. ********** requests for reimbursement of emotional distress, travel time, and related expenses, which are not legally compensable under the circumstances presented. While TIW is disappointed that Ms. ********* remains dissatisfied, TIW believes its staff acted professionally, reasonably, and in good faith throughout the engagement.

  Following receipt of Ms. ********** demand for over $15,000, TIW responded through legal counsel, fully addressing her allegations. *** maintains that there is no basis for the financial demands presented here.

  TIW appreciates the opportunity to provide its position and considers this matter closed.
  Sincerely,
  Tailored in White, LLC

  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23434262
  
  I am rejecting this response because:

  I appreciate Tailored in White (TIW) taking the time to respond; however, their reply contains several factual inaccuracies and omits critical context. I stand firmly by my original complaint and am compelled to offer this rebuttal for clarity:

  1. Purchase of the Gown Is Irrelevant to the Damage Caused
  

  TIW's statement that they did not sell me the dress is irrelevant. The dress was in perfect condition when handed over to TIW for alterations. It was **** responsibility to alter it per my specifications and return it in an equally high-quality condition. Instead, the gown was returned with visible defects: misaligned neckline, lifting lace, improperly executed hem (jaggedly free-cut tulle), misfit bustline that caused the dress to slide down, and an unusable bustle. These were not minor issuesthey fundamentally altered the appearance and wearability of the gown.

  2. Extra Staff Time Was Required Due to TIWs Own Delays and Mistakes

   TIW claims to have extended staff hours out of accommodation. The truth is, they had possession of my gown for nearly 3 months and failed to complete it by the agreed-upon timeline. On April 23what was scheduled as my final fittingTIW informed me while I was en route that the gown was incomplete. I was forced to return the next day, April 24 (just one day before I departed for my wedding), and even then, the gown was still not correct. I did not leave their shop until after 4 PM, with no time remaining to seek other solutions.

  3. I Wore the Gown Out of Necessity, Not Satisfaction

  TIW cites photos of me wearing the gown as proof of satisfaction. In reality, I wore the gown out of necessity because there was no viable alternative less than 24 hours before my wedding. Despite exploring every possible optionsample sales, bridal shops, even revisiting my original retailerthere was no time left. I used my hair to cover visible neckline flaws, could not use the bustle due to poor fit and weight distribution, and was ultimately forced to change out of the dress mid-weddingsomething I never intended to do.

  4. Emotional Distress and Related Expenses Are Not Baseless

  The emotional toll was immense. I cried through several fittings and had a panic attack just days before my wedding. My wedding weeksomething I had spent years planningwas instead consumed by stress and disappointment directly caused by TIWs negligence. I believe reimbursement for this distress and related travel time is both morally and legally justified.

  5. TIWs Legal Threats Came Before My Demand Letter

  Contrary to their statement, TIW was the first to escalate this matter legally. On May 1just five days after my wedding and while I was on my honeymoonI received a cease-and-desist letter from their attorney demanding I sign an *** in exchange for $800. I was required to respond by May 3, while still on my honeymoon. My formal demand came later, only after I was threatened for privately sharing my honest experience with another bride.
  
  Conclusion:
  I maintain that Tailored in White failed to uphold their professional obligations, misrepresented the qualifications of their staff, returned a visibly flawed product, and handled my post-wedding concerns with legal intimidation rather than accountability. I am seeking resolution not just for the financial and emotional costs incurred, but to ensure no future bride endures what I did.
  
  Sincerely,
  
  **** Eatherton 

  Business Response

  Date: 07/09/2025

  Tailored in White, LLC (TIW) appreciates Ms. ********** additional comments and continues to disagree with her account of events. TIW stands by its original response and wishes to respectfully clarify several points raised in the rebuttal.

  Alteration Services, Not Sale of Gown: While TIW did not sell Ms. ********** gown, we agree that this fact does not absolve TIW of responsibility for the alteration work performed. Rather, it is cited only to clarify the scope of TIWs involvement, and to point to the irrelevance of where the maker/designer of the gown is from. TIW altered the dress according to a series of client-approved changes made during multiple fittings over a span of weeks. These included adjustments to lace, hemline, and fit, all reviewed and confirmed along the way.

  Timeline and Staff Accommodations: **** staff did work extended hours during the week of the wedding, including overnight efforts, to address late-stage changes raised by the client. While Ms. ********* now frames these accommodations as the result of TIWs delay, internal records show that the gown was undergoing evolving alterations based on her input and that work was done in good faith to complete those requests on time. Further, it is incredibly customary for alterations to be done close to the wedding to ensure accuracy and satisfaction as close to the event as possible. The dress was delivered to her as scheduled, prior to her departure.

  Dress Was Worn and Photographed at the Wedding: TIWs reference to the photos is to address her claim that the dress was rendered unusable. The fact remains that she wore the altered gown to her wedding, and no replacement gown was purchased. A claim for for the full replacement value or for a speculative alternate dress therefore remain completely unsupported by any actual out-of-pocket expense. The financial claim must still reflect actual losses, and the amounts requested had zero basis.

  Emotional Distress and Travel Costs: TIW regrets that Ms. ********* experienced distress. However, her request for thousands of dollars in compensation based on emotional impact, panic attacks, and time spent at fittings lacks documentation and legal support under these circumstances and appear retaliatory. While the emotional weight of a wedding is deeply personal, the amounts demanded are neither customary nor supported by contractual or statutory remedies for consumer services of this nature.

  
  Legal Response Was Prompted by Public Interference: TIW disputes Ms. ********** claim that it escalated this matter prematurely. A cease-and-desist letter was issued after *** staff reported, with recorded evidence, that Ms. ********** mother confronted other clients in the store and made disruptive statements about *** in front of them, and further threatened and harassed *** employees. *** took this action only to protect its staff and business reputation from what it viewed as public interferencenot to punish Ms. ********* for private feedback. The offer of $800 was a proposed good-faith resolution. That offer has since been withdrawn.
  
  Conclusion: TIW continues to maintain that it performed alterations in a professional manner, made every reasonable effort to accommodate Ms. ********** concerns, and delivered a wearable product based on mutually discussed changes. While TIW regrets that Ms. ********* was dissatisfied, the business believes it acted in good faith throughout the process and that her financial demands remain unsupported. TIW respectfully considers this matter closed.

  Sincerely,
  Tailored in White, LLC

  Customer Answer

  Date: 07/16/2025

  While I appreciate Tailored in Whites continued participation in this process, I strongly dispute the factual claims and legal positions presented in their latest response.
  I. Timeline and Staffing Misrepresentation
  TIW asserts that staff worked overnight due to late-stage requests from me. That is categorically false. At my scheduled final pickup appointment on April 23, I arrived in tears because the gown was clearly incomplete. The hem was undone, lace was visibly missing throughout the dress, and the bustle had not been finalized. TIW called and texted me to delay my appointment that day, acknowledging they were behind schedule. Despite my appointment being pushed over an hour, the dress was still not ready when I arrived.
  Further, adjustments had been made without my approval. When I tried on the gown, it was over three inches too small due to unauthorized changes. A *** employee acknowledged this was a repeated issue with their seamstress, who frequently took in more than had been pinned. The idea that these were evolving changes driven by me is false. The team was correcting their own errorsnothing more.
  The dress was not delivered as scheduled. My original pickup date was April 23. Instead, I was forced to return for multiple additional visits and did not receive the final gown until April 24 at approximately 3:30 p.m., just 18 hours before my departure for the wedding. That timeline speaks for itself.
  II. Replacement Gown Clarification
  *** continues to misrepresent my claim for replacement value by stating I didnt purchase a second gown. Thats correctbut only because I had no feasible option. I explored multiple emergency alternatives with bridal shops, including **** B and other retailers, but given the timing (after 4 p.m. on Thursday and my departure early Friday morning), no off-the-rack option with even basic alterations could be secured in under one hour before stores closed. The only real choice was to wear a gown I was deeply unhappy with or cancel my weddingan impossible and unfair position.
  My request is for the identical original gown to be purchased and replaced by TIW due to the damage and alterations that rendered the original unsuitable for preservation or heirloom purposes. I selected this gown with the intention of one day handing it down. Because of the significant and visible alteration errors, that intention is no longer possible. The replacement request reflects that lossnot a speculative or luxury ask, but a sincere effort to restore what was ruined.
  III. Emotional Distress and Time-Based Compensation
  TIWs assertion that my request for emotional distress and time/travel costs is retaliatory and lacks legal basis is both inaccurate and inappropriate. There were multiple witnesses, including their own staff, who observed and responded to my emotional distressat one point even trying to console me during a visibly emotional fitting. My request is supported by documented appointment records, mileage logs, and texts. Claims of this nature are routinely recognized in consumer disputes, especially when poor service impacts a major life event.
  IV. False Allegations Against My Mother
  TIWs repeated claim that my mother threatened or harassed their employees is unsupported and borders on defamatory. No threatening conduct occurred. The brief interaction with another customer in the store was truthful, firsthand experience, and is fully protected speech under Texas law. Any effort to recharacterize this as public interference is not only inaccurate but appears to be part of a pattern of deflecting responsibility.
  V. Legal Threats and Retaliatory Conduct
  It is also misleading to state that my demand prompted their legal engagement. I received a cease-and-desist letter on May 1, 2025just five days after my weddingwhile on my honeymoon, offering $800 in exchange for a non-disparagement agreement. I was required to respond by May 3. This was a clear attempt to silence valid feedback and insulate the business from scrutinynot a good faith resolution.
  Conclusion:
  TIW failed to deliver the services promised. They returned a gown that was incomplete, ill-fitting, and visibly altered in unauthorized ways just hours before my wedding. They have since responded not with accountability, but with legal threats, reputational smears, and continued factual misstatements.
  I respectfully maintain my original claims and stand by the financial request outlined in my initial demand. I have provided ample documentation, timelines, and factual accountsmany of which are corroborated by **** own communications and staff admissions. At this point, I consider this response necessary to correct the record and preserve my rights moving forward.
  Best,
  
  **** *********
  Tel: **************
  Public Profile
  Connect With Me on LinkedIn
  

  
  

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair 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 took my wedding gown to Tailored in White on 01/31/24 and paid a $615.00 deposit for services. Over the course of my next 3+ appointments, I noticed that my dress was getting dirty due to the state of the floors in the establishment. I voiced these concerns and was told that they spot clean all wedding gowns before the final appointment and not to worry. After a few additional appointments, the bottom of my dress was dingy and had black marks both under and on top of the dress. I have photos of this. I decided that no matter what I would get my dress dry cleaned since they had gotten it so dirty. I voiced this again and was assured that the spot cleaning would do the trick but I could take it to a dry cleaner "if I wanted to" At my final appointment for pickup on 05/30/24 those dirt marks were now wet black smudges all over the bottom of the gown. I was told multiple times that those would disappear once the dress dried and not to worry. I trusted that the professionals that I hired and paid $1,090.00 to handle my gown were being truthful and signed a form to take my dress home. Unfortunately, after inspecting my gown there are 5-6 large stains with water marks. I've had to rush my gown to the dry cleaners and so far pay $295 for these extra services. The company has shown zero empathy or accountability and I would hate for them to continue these business practices. The company has been and will continue to act in a predatory, untruthful, and unaccountable way. *Photos showing ALL of the damage are not attaching due to their size. I would love to email these so the damage is documented.

  Business Response

  Date: 07/18/2024

  Tailored In White communicated and cooperated with all of complainant's requests throughout her alterations process, and complainant's complaint to the BBB is factually incorrect.  Upon receiving notice that complainant's gown had stains, Tailored In White immediately offered to reimburse her for dry cleaning fees incurred to rectify the situation. They continued to follow up with her and ask her if the dress was cleaned so they could reimburse. The complainant was happy with her alterations services at every appointment, but once Tailored In White offered to reimburse her dry cleaning, she then said she is not happy with some of the alterations and filed a dispute for the alterations charges with the credit card company. She proceeding to make defamatory and slanderous accusations about Tailored In White on her social media pages. Tailored In White continued to attempt to work with her and rectify the matter in good faith and even offered to reimburse not only the dry cleaning, but a portion of her alterations solely as an act of good faith so she could focus on her wedding and resolve this dispute.  Complainant's claim that Tailored In White showed "zero empathy" is puzzling as every single email communication between the parties illustrates Tailored In White's efforts to resolve the matter while complainant rejected all efforts.