Complaints

This profile includes complaints for Helen's Bridal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Helen's Bridal

  10410 Manchester Rd Kirkwood, MO 63122-1523

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  Helen's Bridal

  10404 Manchester Rd Saint Louis, MO 63122-1523

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:10/10/2024

  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 bought a dress from Helen's Bridal on 12/22/23 for my 10/6/24 wedding and Helen told me she could order extra lace that would match the dress and sew a custom matching cape. She quoted me ~$500 for the cape and dress alterations. I paid for the dress and the extra lace for the custom cape (total: $1189).On 8/17/24, Helen pinned the dress to fit me, scheduled a 2nd fitting for me to try on the altered dress and cape, and charged me $1182 to cover the alterations and cape in advance.When I arrived at my next fitting on 9/18, no work had been done on the dress nor cape. I returned a few hours later so Helen could quickly alter the dress. I asked about the cape and she said the lace would arrive on 10/26. I reminded her that my wedding was on 10/6 and she said she actually had the lace and was just waiting to get more for a different bride. I showed her how I wanted the lace to be placed and the cape to drape across my back.I finally saw the finished products on 10/4 and the cape's lace didn't match my dress. Helen said the matching lace wouldnt arrive until 10/26, so she chose to use a different lace. The cape also didn't drape across my back the way I specified.Helen's dishonesty kept me from making an informed decision about purchasing a cape. I only went the custom route because I was told it'd cost $500 and the lace would match; neither of these were true.I discussed my frustrations about the design changes with Helen on 10/4. She eventually agreed to refund me $100. Because I had limited time and felt discouraged, I left the shop with my dress and cape, but I still feel wronged for paying $600+ more than expected for an item that was vastly different that what I agreed to.

  Business Response

  Date: 10/28/2024

  Before the consumer left my business I confirmed if she liked it or I would give her a refund and she approved everything and said she was satisfied, and she also signed the receipt that states no refund or exchanges.

  Customer Answer

  Date: 10/28/2024

  Complaint: 22409310
  
  I have reviewed the business' response and am rejecting it because I was not offered a refund for my dissatisfaction.  The only refund that I was offered was $100 after I repeatedly expressed my frustration and I did not think that I would get a better offer in the limited time I had at the time.  If Helen had offered a full refund for my dissatisfaction, I would have accepted that, but instead I accepted the cape because it looked pretty enough and I did not have time to find an alternative, but I was dissatisfied that I was stuck with a cape that I would not have agreed to if I had the appropriate information about the product and costs in advance.  
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 11/03/2024

  Attached is an image of the receipt for the cost of alterations/making the cape.  I misplaced the receipt for the original purchase of the dress and lace on 12/22, but Helen should have a copy of that as well; the print on my refund receipt from 10/4 has faded entirely.  I have provided screenshots of the transactions on the credit card I used for the purchases.  Helen did not provide me with a written contract for her services.

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service 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 visited Helens Bridal on 4/12/2024. I requested a short hem on a dress, was told I could pick it up in a week, and paid $60 when I dropped it off. I was charged via debit card on 4/12/2024, a photo of the bank transaction is attached. I picked up the dress on 4/19/2024 and was unable to try on the dress in-store due to time constraints. I took it home and discovered the dress was untouched, with no alterations and it was the exact same length. I called immediately that day and asked for a refund, as I needed to wear the dress that evening. Helen yelled at me over the phone, and told me I was wrong. She said I didnt know anything about hemming (I would know when something is the exact same length on me). I called ********** on 4/22/2024 and requested a refund. I was issued the refund, which was then repealed based on their research on 5/23/24. I am still out $60 from this business for a job that was never completed - a majority of the 1 star ratings on ****** prove that Helen does this often / charging people for a service, not touching the item, and refusing to refund.

  Business Response

  Date: 06/07/2024

  It was $45 for alteration and an additional $15 for a rush as the consumer needed it sooner. We then received a dispute from the credit card company. The dress was picked up and tried on and they did not say anything was wrong with the dress. Please feel free to bring the dress back in.