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:07/19/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On 12/1/21 I went to Lennox East and placed an order for a Pollardi wedding dress and paid a deposit of 734.70. Pollardi is a wedding dress company based in the Ukraine. My wedding date was 6/18/22. Shortly after placing the order the war in Ukraine began and I was not sure how that would affect their ability to produce the dress. In early April I contacted Lennox East and spoke to Lauren who informed me she was worried about that order because the company had stopped responding to her but that she had set the floor model back and that their seamstress could make that dress work. I told her I did not want to do that as the dress was multiple sizes too small and that I either wanted to order a different dress or get my money back. On that day she informed me she would have the owner call me. I did not receive any phone calls from them until early June, approximately a week and a half before my wedding date and they told me the dress had arrived on April 30th and I asked why no one had called me to let me know the day it arrived because I had purchased another gown; my question was deflected and I was told well the seven day return period is up and I then said I had went somewhere else to purchase a wedding dress because I did not think that dress was going to come in due to the war in Ukraine and that I knew it wasn't their fault. At the end of that call the owner was supposed to call me and never did. I called back again within the next few days and spoke to Lauren again who completely changed her tune and said that it was "a lack of communication on both ends". However, on that phone call I was also told the owner would call me and I never received a call. In conclusion if the dress had truly arrived on April 30th, they would have called me right away but I believe they have been dishonest were possibly going to try to give me the floor model their seamstress had worked on to make it fit.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 9, 2022/08/22) */
  SINCE THIS IS THE FIRST AND ONLY COMPLAINT, I HAVE EVER RECEIVED, IN MY 45 YEARS OF BUSINESS, I WILL TRY TO RESPOND AS CLEARLY AS I CAN. I AM VERY CONCERNED AND DISTURBED NAD I HOPE MY RESPONSE WILL CLARIFY THE ACTUAL FACTS OF THIS ISSUE. ON 12/4/21 MRS. HISER PLACED AND SIGNED HER MARYLAND SPECIAL ORDER AGREEMENT. THIS SPECIAL ORDER IS A NONREFUNDABLE AGREEMENT AS STATED ON HER SIGNED RECEIPT. SINCE POLLARDI IS AN INTERNATIONAL COMPANY THAT REQUIRES PREPAY FOR ALL SPECIAL ORDERS BEFORE PRODUCTION CAN BEGIN. THIS WAS DONE ON 12/8 WE PAID FOR HER DRESS AND SECURED HER SPECIAL ORDER.
  
  
  
  THE WAR IN UKRAINE DID BREAK OUT AND INTERRUPTED TEMPORARY GLOBAL COMMUNICATIONS AND CONCERNED ALL OF US. DURING THIS TIME, WE TALKED TO MRS. HISER AND OFFERED HER SEVERAL ALTERNATIVE SOLUTIONS SHOULD SHE NOT WANT THE ADDITIONAL STRESS OF WAITING FOR THE DRESS TO ARRIVE. LAUREN HAD RELAYED ALL THE ISSUES REGARDING BUSINESS MATTERS TO ME DAILY AND THIS WAS NO EXCEPTION. CONTRARY TO MRS. HIERS REPORT, I CERTAINLY DID CALL HER AND WAS CONFIDENT THAT HER DRESS WOULD ARRIVE AS SCHEDULED. I ALSO TOLD HER THE FACT THAT THIS STORE HAD NEVER LOST A DRESS AND I WAS SURE I WOULD NOT LOSE HERS. I EXPLAINED HOW IT ALL WORKS AND THAT HER DRESS WAS PREPAID AND I WAS SURE WAS IN PRODUCTION. SHE SEEMED FINE AT THE TIME AND I AM AMAZED THAT SHE CAN NOT RECALL OUR CONVERSATION. FURTHERMORE TO IMPLY THAT WE COULD ALTER A DRESS WITHOUT HER KNOWLEDGE OR WITHOUT HER BEING PRESENT WITH OUR SEAMSTRESS IS TOTALLY RIDICULOUS.
  
  
  
  TO EASE HER CONCERNS WE OFFERED HER THE FOLLOWING ALTERNATIVES AT THE TIME IF SHE DID NOT WANT TO WAIT. WHICH WERE ALTERING OUR STOCK PIECE WHICH WAS ONLY ONE SIZE DIFFERENCE, NOT MULTIPLE AS SHE STATES. WE ALSO GAVE THE OPTION OF TRANSFERRING HER DEPOSIT TO ANY OTHER DRESS OF HER CHOOSING. LASTLY, AFTER MUCH RESEARCH WE FOUND HER DRESS AT A STORE IN MICHIGAN CORRECT SIZE AND COLOR. WE ASKED THAT SHE LET US KNOW WHICH ROUTE SHE WOULD LIKE TO TAKE. WE REGRET SHE DID NOT ALLOW US THE OPPORTUNITY TO HELP HER IN ANY WAY, AS HER OBLIGATION WAS TO US AND HER SPECIAL ORDER.
  
  
  Consumer Response /* (3000, 11, 2022/08/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I feel that I should have been kept in the loop the entire time. I was very trusting and gave the benefit of the doubt. I knew that you could not help the war in the Ukraine broke out and caused the dress to never show. When I called on 04/28 Lauren did tell me of the options however she also told me the owner would call me. The owner did not call me and I have phone records to prove that. After not receiving a call back and not being told the entire time what was going on with the dress (other than on the day I called on 4/28 Lauren said the company had not been responding to her anymore). I did not want to purchase a dress there out of frustration. The entire month of May went by and I heard nothing. You stated that you found the dress in a store in Michigan, I had no idea you were looking. No one told me anything. Imagine my frustration. As I read the statement above I was saddened that the owner states she spoke to me. I have yet to speak to her. I spoke Lauren up until 06/08 when I was FINALLY contacted TEN days before my destination wedding and just 3 days before I was set to leave and I was told that the dress had been there for some time, I believe April 30th was the date I was given. I know I was told it was supposedly in weeks before I was contacted that it was there. So, I did not speak to the owner at any point as she states, I have phone records to prove this business contacted me ONE time. If there had been communication throughout the process,I would have been happy to honor the contract but I had no idea what was going on. If the dress had really arrived when you knew a customer was concerned I feel I would have been contacted right away.