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:04/25/2025

  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.

  Date of transaction: 03/15/2025 Amount of purchase: $277.00 USD Website- ******************************************************************************** ordered a dress from the above website and once arrived there were several issues. The size was not accurate as listed in the dimensions, the fabric was frayed, lace was not stitched on properly, etc. I submitted my refund request the day the package was delivered on 04/03/25. I received a response stating a refund cannot be issued due to "personal quality issue". I have since ***lied to that email and sent a separate email regarding the refund and have not received any communication from the company to this day. I looked into the website more and have realized that the dresses they are advertising are in fact from other established companies and use their photos with watermarks still attached. After speaking with a BBB *** ****** who was kind enough to look into the issue for filling out the form, she stated the website was fishy and that since there was no address for HQ, to ***ort ******* as the website is powered through them. I have attached photos for the copied dress of the original established designer and the one I ordered from the website in question. I have also included pictures of the dress and the faults described.

  Business Response

  Date: 04/13/2025

  Hi ******,
  
  My name is ******, an Operations Lead at *******. Thank you for reaching out regarding your order issue. I understand how frustrating it can be not to receive your item as expected and have a refund request denied. 
  
  That being said, I want to clarify that while ******* provides a platform for merchants, we dont directly handle customer service or order fulfillment for individual stores. It's essential to continue reaching out to the merchant directly for resolution.
  
  If you havent heard back from them in ******************************************************************************************* our help documents:
  1) Report a Merchant issue - *********************************************************************
  2) Report an order issue - ********************************************************************;
  
  If you still dont receive a response, contacting your bank or credit card company may be the next best step.
  
  We will now consider this case closed.
  
  Best regards,  
  ******  | Operations Lead, *******

  Business Response

  Date: 04/28/2025

  I am responding to ****** ********* recent BBB complaint.  We are very sorry she feels she has to make a BBB complaint as we tried to satisfy her without success. We have been an online retailer since 2017.  We sell bridal and party accessories and attire.  All our clothing is Made To Order and follows the Made To Order industry standards.  Made to Order clothing means that we dont have inventory and pull a dress off the rack, we make up each dress as the order comes in making it a cost effective wedding dress (in this case) for the consumer with less manufacturing waste.  The wedding jumpsuit she bought is sold by many vendors, not just us, so it is easy for her to get a photo online with the same product photo with another company selling it.  To adress her specific complaint I will do so as follows:
  
  
  Size not accurate - we have sizing charts on every dress product page or you can submitt your own sizing at no additional cost for the perfect fit.  She did not submit any sizing and chose a standard size. Our dress vendors make dresses for many USA retailers, not just us, and they follow this sizing chart we have on our website to make up the dress.  It clearly states in our return policy that we do not take returns for sizing issues.  You must measure yourself and either submitt your sizing or choose the closet size from the chart to ensure the dress fits. We even have How To Measure Guide on the product page for a customer to reference.
  I do not know if Ms ******** has a knowledge of how wedding garments are made but she chose a lace garmet which has cut edge netting that the lace is sewn onto.  This is standard procedure for wedding dressses under $500 range. Her photos clearly show the lace stiched properly on the garmet.
  her return submission stated on her return form was unsatisfied w/quality/style. (screenshot ) She did not mention any specific quality issues in her return request.  We do not take returns for personal quality issues as every individual has their own expectations of quality and we cannot measure that standard as a business.  This also follows the Made To Order business industry standards in that generally Made To Order clothing is not returnable because it is made specially for the customer who placed the order.  We have had our policies since 2017 and clearly state on our website that personal quality issues are not a return reason for our company.  One must understand that the pricing standards follow the dress making procedures and I believe what she was looking for in a dress would be a dress in the $1000 to $1500 dollar range.
  we did reply to her return form deniying the return as her return reason was not a reason we accept returns for and she filed a chargeback with her credit card company promptly.  
  Other companies using the same image & watermarks - many other businesses use the same product photos and sell this same product Ms ********* purchased that we sell.  Some sites have watermarks, some do not.  We do have some photos with watermarks and some without watermarks. For example, we sell the dresses direct from that maker manufacturer such as our Hera White and Makerry dresses.  These 2 firms are well know established dress makers and again, many other sites sell the same Hera White and Makerry dresses we do with the same product photos the makers have provided us.
  site contact information - we have a company page explaining who we are and where we are located, we have a CHAT line you can use to contact us, we also have a contact page to send an email to us.  One must understand that we are a small business and do not have the employee power to have a phone customer service operation.  Also, I can site several sites in our industry that do not have company addresses or HQ addresses on site.  Please look at ***********, even ****** Bridal who has pschyical store location doesnt list their corporate headquarters address.  Since we are a private small USA online retailer, we must protect ourselves from fraud and abuse, operating out of our home base we cannot open ourselves up by giving our address on the internet like many other small business do not do that either.  We are very reachable and have no issues comminicating with customers and inquires about products, returns, general questions.  The 2 best ways to communicate with us are similar to other online retailers,  you can email us through the contact form, CHAT us online.
  

  Please see the screenshots attached of our ABOUT page, the Product Page showing the drop down SIZING & HOW TO MEASURE, Ms ********* return form, Lower half of product page, again showing return and sizing menus and lastly our RETURN POLICY.  All our policies and contact information is on our homepage footer and please feel free to contact me with any questions.  You can also visit our site **********************************************************************, we are a proud online retailer trying to bring the best value to the consumer for wedding and special events.

  Thank you,

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

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23183452
  
  I am rejecting this response because:
  The item ordered was cheaply made and frayed in multiple areas (not a PERSONAL issue that is a fact of poor quality, inaccurate size (yes I made sure to look at the sizing chart and know my own body measurements which is why I chose the size I did) when you go to a store to try on clothes, you are doing so to see if its the correct fit and if its comfortable. I read the 30% restocking fee and agreed to that otherwise who in their right mind orders something that they have no idea how it will look on them. Your companys no refund policy is unethical and is not a good business standard to gain customers loyalty. A refund with the 30% restocking fee is what I am expecting. 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/28/2025

  Additional information - we send all dress customers this email verifying their color choice and sizing.  If a standard size is chosen, we tell them the exact sizing they will be receiving and give them 24 hours to make a size change.  Ms. Khadiva did not mention SIZE as an issue in her original return form to us as she does now in her BBB complaint.  You see she was sent our Wedding Dress Confirmation Email on March 16. We also copy any correspondence we send a customer to their file.

   

  Thank you,

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

  Business Response

  Date: 04/29/2025

  In response to Ms. *************** We are very sorry you are unhappy with your purchase. On your return form you did not mention any sizing issues, just quality. Please visit our return policy for further details on return qualifications. We do not know what you are looking for through this BBB forum as you filed a chargeback and have received your money back from your credit card company pending their investigation.  We can no longer comment on this case until your credit card company finalizes the matter.