We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bridal Shops

K&B Bridals Hagerstown

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bridal Shops.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Bridal appointment was on 11/16/24. I purchased a dress at their black friday sale. It was off the rack. My stylist, *****, examined the dress to take notes on what needed to be repaired. I was told I needed the Ruby package to cover the cleaning and repairs. Everyone in my bridal appointment left under that assumption. I paid my dress off on 2/12/25, and it was sent out for everything after I reminded them what needed to be done. I received the dress from cleaning on 2/26/25. I picked up my dress and was stunned to see the repairs weren't made and that there were still stains after the cleaning. My stylist was not there, but someone from the company did call and speak to me. I was told that the Ruby ******* I was told I had to purchase was just a cleaning. I was not given this information at the time of purchase otherwise, I would have looked for a cleaner closer to me and cheaper than $275. Unfortunately, my stylist was the manager and away. I was promised a phone call when she returned on 3/6/25. I did not receive and phone call. I called on 3/7/25. No apology was made by my stylist for the misunderstanding, and no offer was made to make things right. We eventually received a partial refund for the cleaning and were told they would send it out to the company for a recleaning. I gave it back to K&B to send it out, and today, 4/16/25, I went to pick it up. Upon pick up, I inspected the dress, and the stains are now worse, and I now have a hole in my dress that was not there before! Again, on the phone today, I was told they can not take responsibility for this as the dress had left their store. They are not taking ownership of the hole. As a customer, every time I drop the dress off in their care, it comes back worse than when I bought it on 11/16/25, and the customer service has been severely lacking. As a current bride, I would not recommend going there for your gown.

    Business Response

    Date: 05/09/2025

    Hello- this complaint has been resolved with the customer. I received the notice and contacted her immediately and offered her the option of getting her a new dress. She was very appreciative, returned the damaged dress and put through for the new one. Everything is resolved and a new dress is in production. I will note that upon returning the dress after the customer left the staff searched the dress for the black stains she was referencing that had ruined her dress and were unable to find them. Regardless, we are honoring the new order for her and she will have it in a few months after completion of the dress being made. 

K&B Bridals Hagerstown is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.