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:06/09/2023

  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.

  Please see the attached documents.

  Note:

  The business (Tatianas Bridal Boutique) is an online store. I was not able to locate a physical location.

  The only communication I've had with them was Via email. Their email address is ********************************.

   

  Incident Summary:

  I purchased a dress from Tatianas Bridal Boutique and based on their sizing chart (I even confirmed with the store). When the shipment arrived it was too big so a few months later I requested a refund or exchange. They refused, so I purchased another dress. Without any communication on their part prior to, they cancelled my new order and did not allow me to purchase another dress (see attached email exchange). 

  rom them.

  Business Response

  Date: 06/13/2023

  I am writing in response to a recent complaint regarding sizing issues and our store policy on returns, refunds, and reordering. I would like to address the concerns in a transparent and respectful manner.
  
  First and foremost, we understand that the customer is dissatisfied with the sizing of the dress she ordered. We take sizing accuracy seriously and rely on the sizing chart provided directly by the manufacturer. Our intention is to provide customers with reliable sizing information to assist them in making informed decisions.
  
  However, it is crucial to note that it is the customer's responsibility to correctly measure themselves and match their measurement as close as possible to the sizing chart provided with each dress.  Please see the attachment Measurements (Part 3) in which the customer emails her bust, waist and hips measurements. Also attached is the sizing chart for the gown purchased by the customer. 
  
  While we strive for accuracy, individual body types and personal preferences can contribute to variations in fit. Ultimately, the decision on what size to order rests with the customer as it is their sole discretion. Please see the attachment (Part 4) in which on November 8, ************************************************************************* size. Also attached is an email from the customer confirming size 24.
  
  Regarding our store policy on returns and refunds, Ive implemented a policy that aligns with many other formalwear stores. My aim is to ensure that every customer receives a brand new, unworn dress, that has not been tried on. This policy helps maintain the highest standards of quality and hygiene for our products. We understand that other stores *** have different policies, but I have chosen to prioritize these standards.
  
  With regards to reordering, I would like to clarify that I reserve the right to refuse service to anyone I deem fit. The decision to refuse service was made by me the owner based on interactions with the customer. My goal is to ****** a positive and respectful environment. While I understand that this decision *** be disappointing for the customer, this decision was made after careful consideration of the circumstances.
  
  Its unfortunate the customer experienced dissatisfaction with her purchase after such a prolonged period. The customer ordered her dress November 7, 2022 and received her order November 19, 2022. It was not until April 23, 2023 (5 months later) that the customer expressed her dissatisfaction. Many factors can happen in 5 months that *** cause a dress to not fit correctly, to include weight gain/loss. It is important for customers to communicate any concerns or issues promptly to allow us to address them within a reasonable timeframe to include providing further clarification on our store policies. 
  

  All of our customers have complete access to our store policies. Our store policies are located on our website. The store policy states Due to the nature of our business and like many formalwear retailers all of our gowns are specially ordered for you; therefore, all sales are final there will be no refunds, exchanges, store credit or cancelations on any orders.     *************************************************
  

  On every product page written in bold in red; we stress the importance of measuring your bust, waist & hips then match your measurements as close as possible to the sizing chart provided on the product page. Once a customer tries to place their item into the cart, in order to move forward with their order they have to agree to the steps needed for sizing. The pop up alert states By clicking OK, You agree that you have measured yourself and used the sizing chart to determine your size. Sizes do run small, please measure yourself. *************************************************
  
  I hope this is able to resolve this issue.
  

  
  

  Customer Answer

  Date: 06/17/2023

   
  Complaint: 19977688
  
  I am rejecting this response because:

  The sizing chart is completely inaccurate, if the chart suggest I'm a 24, how would I know to choose a size 18 or 20? In the attached email, the company themselves states the size 20 I was originally thinking of purchasing would be too small based on my measurements. This was my first time purchasing from them, If they're not sure, how can I be? Please see the attached image of how THEIR suggested size 24 fits me.
  
  
  When requesting the refund or exchange I was not rude, I simply explained the situation. Although I felt this was an issue that they should have fixed with a refund or exchange, I let it go and purchased a new dress.
  
  
  I'm a bridesmaid and our whole bridal party purchased their dress from this boutique. By refusing to let me purchase another dress the merchant put me in a predicament where I was stuck. They had no real reason to cancel other than the fact that they can and it's completely unprofessional. 
  
  
  The main issue I have is the boutique not allowing me to purchase a new dress when I did nothing wrong. This decision left me with no choice but to pay to alter the dress.  Instead of purchasing another dress for $210 I had to spend $450 on alterations simply because the owner felt like banning me.
  
  Sincerely,
  
  ******************