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:06/18/2024

  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 purchased a wedding dress being told it could be altered. I only went to recommended seamstresses. The first said it couldnt be altered, the second stopped responding after receiving a picture of the dress after saying it was beautiful. The third, which the store personally set me up with, had some kind of mental break, potentially suffering from dementia in a crazy interaction Im happy to give every detail to but its too long to type. She mishandled the dress as well affecting its appearance. I want them to take the dress back and refund the money as their product did not perform as promised. Contracts are supposed to protect both parties, but theirs only absolves them of any issues after the sale. No where else can you pay thousands, be told misleading, half truth information, and the seller not have ANY responsibility to make it right. I reached out by phone and spoke with a manager. The owner only replied by email, with incorrect details that led me here. I emailed her back with what happened and she never responded. This dress is over $1600 and too tight. It was ordered that was to require less altering than one that is too large. I only need it let out in one spot. My wedding is less than 4 months away and as pretty as it is, not fitting in it on my wedding day is a disaster. Everything since the sale has been a nightmare. Please help me! My time is short. I either need to take this and find someone willing to alter it. Or have someone help me, get the store to do the right thing, so I can get a dress that I feel like a beautiful bride in on my wedding day. Thank you for your help! I greatly appreciate it!

  Business Response

  Date: 06/20/2024

  Hello,

  We have been in contact with this customer in the last few months. We have offered her several suggestions and options to help provide her with solutions to her issues, but there always seems to be a new issue at hand. 

  I have uploaded supporting documents to our store policies that she signed and agreed to at the time of purchase and pickup. The main complaint seems to stem around alterations. We do not offer in house alterations. We have a list of independent referrals for our customers to use if they wish. We are in no way affiliated with them. 

  We do not offer refunds or returns because our gowns are special order and specially made for each bride.

  Please let me know if you have any further questions.

  Business Response

  Date: 06/20/2024

  Hello,

  We have been in contact with this customer in the last few months. We have offered her several suggestions and options to help provide her with solutions to her issues, but there always seems to be a new issue at hand. 

  I have uploaded supporting documents to our store policies that she signed and agreed to at the time of purchase and pickup. The main complaint seems to stem around alterations. We do not offer in house alterations. We have a list of independent referrals for our customers to use if they wish. We are in no way affiliated with them. 

  We do not offer refunds or returns because our gowns are special order and specially made for each bride.

  Please let me know if you have any further questions.

  Business Response

  Date: 06/20/2024

  I do not think the last response had all of the attachments.

  Customer Answer

  Date: 07/21/2024

  Complaint: 21869988
  
  I am rejecting this response because:  It is any stores responsibility to know and understand the limitations of the products that they sell especially when you are in a high end niche market.  ***** is responsible for knowing about the dresses they sell and any limitations that they have and being transparent about those limitations with their clients, which they were not. 
  
  When the first seamstress told me the dress was not alterable, the store gave me 2 options. Get the same dress the next size up, which would require more alterations to make it fit.  Since the dress isnt alterable, how would that work to do more alterations?  The store then set up for me to contact with the seamstress who then mishandled the dress among other things as I wrote about in the original complaint.  Once the 3 months that the seamstress was trusted with my dress passed and it was discovered that the dress had not been handled appropriately and the seamstress was having severe issues, my option of getting the larger dress had expired.  Again, why would I get the same dress in a different size needing more alterations when the dress cant be altered?  I was never offered to select a different dress of comparable price which would have been the logical response of a company such as this. 

  The contract the store speaks of is a joke.  Its a few sentences that absolves them from any responsibility with the dresses after the sale.  A real contract is a legal document that protects both parties that are entering into the contract.  Cleos is selling a product that is an extremely pricey product that is the pinnacle of many a brides wedding day.  Things happen that can be unforeseen as things in life do, and there is no recourse or help for any issues from this store.  This store is looking to have zero accountablility or responsiblitity and that is just wrong.  Is there another industry where mostly young women are basically exploited for thousands of dollars and then if something goes wrong, they are screwed? And if the dresses are made to order and therefore cant be returned,then why cant they be made to order to fit the original measurements and not need to be altered at all?  Especially if the fabric is unusual.
  
  I hold this store 100% responsible for not being knowledgeable and transparent about the product that they sold.  I hold them 100% responsible for not trying to make things right with either a refund or a different dress to make up for the frustration and inconvenience as a result of their lack of knowledge about their own product and the lack of communication when this was brought to their attention.  I hold them 100% responsible for giving seamstress recommendations that even now she is covering herself by saying they arent affiliated.   The lack of responsibility, professionalism, and customer service is appalling,especially in this price range.
  
  
  
  Sincerely,
  
  *************************