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:05/13/2024

  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 visited *********'s Daughter 10/15/23 and selected a gown to order. I was measured at the shop and the size ordered was based on that. When I returned in February to pick up the dress, the dress was way too small and could not be altered to fit. I was re-measured and, in fact, my measurements were smaller than the original measurements in 10/23. I was told, essentially, too bad, I signed the order in October that said all sales were final. I had assumed the shop knew the gowns and would order the correct size. The shop blamed the designer ("they didn't ask for the correct measurements"). I was given the following options:1. leave with my too small dress 2. take the sample gown that was on the rack and was size 12 (my measurements indicated I was a size 6)3. The designer was called by the store manager. I was told they could send me a dress being made for someone else in size 10, I had to pay a rush fee, there was no guarantee when it would arrive, and I would still need alterations.I was told that if I opted for the sample gown, alterations could be done by the shop seamstress and they would only charge me for basic alterations (i.e., $175)I took this option. I need up having to go back 4 times because the alterations were extensive (a total of 1500 miles driving back and forth from my house; required days off from work as the seamstress was only available certain weekdays and only daytime hours).

  Business Response

  Date: 05/17/2024

  The client ordered her gown with Madeleines Daughter based on the bust, waist, and hip measurements required by the designer. At the time of purchase, the client signed her contract stating that all sales are final, with no refunds, returns, or exchanges possible. The gown later arrived in the salon, and the client was invited to try the gown on before leaving the salon. The client tried her gown on, and at that time we discovered that the gown was too small, most notably across her shoulders. A Madeleines Daughter associate retook the clients bust, waist, and hips measurements, and they were consistent with her original measurements and the size she chose. The associate also measured the gown be sure the gown was fabricated correctly, and it was also measuring correctly. In looking into the fit of the gown and our client further, it was determined that the reason the gown did not fit was because the clients shoulder width is larger than the standard pattern for this particular gown. Shoulder width is not a measurement that is required by the designer and furthermore, the designer will not change or adjust the shoulder width of a gown in production. The only way to adjust the fit of the shoulder width in a gown is to do so in alterations, which is an expected step in the process of purchasing any formalwear gown from Madeleines Daughter. 

  Despite fulfilling the contract and providing the client with the exact gown she ordered (style, color, size) and within the timeline promised, Madeleines Daughter wanted to help the client and ultimately offered several options to assist her in best:

  
  1. The client could take her gown home with her, and Madeleines Daughter could recommend a seamstress closer to her home who could help her adjust the gown.

  
  2. Madeleines Daughter could reorder the gown for the client in a larger size. It would fit her shoulders better, but it would require more extensive alterations in the bust, waist and hips to fit. Madeleines Daughter would absorb the entire cost of the replacement gown, but we asked the client pay the $100 rush fee the designer required to fulfill the gown in the timeline required.

  
  3. Madeleines Daughter offered to exchange the clients gown for the sample, which was in perfect condition and in a larger size. Because the gown was in pristine condition, a discount for the sample would not be possible. The gown would need to undergo more extensive alterations to fit well in the bust, waist, and hips, but would fit better through the shoulders. In an effort assist the client further, Madeleines Daughter offered to perform these alterations in our salon with our seamstress at a price of $175 for all alterations, much lower than the initial $450+ estimate quoted by our seamstress to account for the additional alterations needed to make the gown fit the shoulder width of the client.

  
  4. Finally, if none of these were helpful to the client, Madeleines Daughter offered the client to return the gown for a full refund so the client could pursue all her options elsewhere without continuing a relationship with Madeleines Daughter.
  
  The client was very agitated in receiving these varied offers of support, swore at both the Madeleines Daughter associate and store manager assisting her, and threw her phone. Despite this distressing exchange, Madeleines Daughter and the client came to the agreement that the client would treat Madeleines Daughter associates with respect, and all parties agreed to move forward with option #3; exchanging her gown for our sample and completing alterations in our salon with our seamstress. The client also agreed to the seamstresss availability and understood that the she would require multiple fitting appointments, as is standard with all alterations for formalwear. 
  
  Madeleines Daughter completed all alterations, the gown fit perfectly and looked absolutely beautiful on the client, and the gown was ready to be worn for the event on time. The client expressed her satisfaction, signed the gown out of our salon, and it took it home with her. 
  
  Madeleines Daughter has gone far above and beyond expectations to support our client and believe this situation to be completely resolved as the client agreed to the solution and has taken her merchandise home with her and the event date passed. 

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 bridal gown from Madeleine's Daughter Bridal ("MD") on July 15, 2022 for my September 2023 wedding for $2,595 plus a $125 Service fee for a total of $2,720. My expert senior stylist took my measurements, provided a sizing chart and recommended a dress size to order. When the dress arrived and I went to the shop on January 23, 2023 to try on my dress it was too small and did not fit. MD brought in their seamstress who said the dress did not have any extra fabric in the seams and could not be altered to fit. MD said I must have gained weight and that's why the dress didn't fit. I am the same size as I was in July 2022 as i wear the same size clothes and photos show that i look the same size. I asked to order another size of my dress that would fit and MD said it was "not possible". MD's only offer was an old, sample dress with stains and a ripped zipper which they offered for an "even exchange" with $100 towards alterations. My wedding was now only 8 months away and I did not have a dress. While in the shop MD offered no other solutions. and I left the shop with no dress. MD subsequently continued to state the I owned the dress that did not fit but that they would provide a small discount for another possible dress. I requested a full refund for my dress since i had paid for a dress that didn't fit and couldn't be altered to fit. They advertise that they will "expertly choose a dress for you" and that MD is the place to go to "get it right the first time". The size of the dress they ordered was based on their expertise and within their sole control. They had me sign a receipt that said no refunds which i would understand if I simply changed my mind, however, I did not change my mind, MD did not provide a dress that fit, subject to reasonable alterations and that is what a bridal shop promises to do.

  Business Response

  Date: 02/13/2023

  The client ordered her gown from Madeleine’s Daughter on July 15, 2022. She was measured by her expert stylist and then chose her size using the size chart as a guideline. Her measurements at this time were: 
  Bust: 35.5” 
  Waist: 27.5” 
  The client reviewed and signed her contract (see attached image) agreeing to all terms, including that she is responsible for her size choice, and that all sales are final and there is no possibility to cancel or refund, or return her order. 
  The client was notified when her gown arrived and Madeleine’s Daughter invited her in to the salon to try it on. The client came in on January 23, 2023. On that day before trying the gown on, the client stated she was nervous about the fit of her gown as she mentioned she had gained weight. Madeleine’s Daughter is very sensitive to our brides and their bodies, and would never accuse a bride of gaining weight. However, bodies do fluctuate, and measurements can change over the course of several months. The client’s gown was able to be zipped completely, but was uncomfortable and did not fit her well. Alterations are always required, so it’s not unusual for a gown to be a little big or a little small. In this case the gown was too small, and Madeleine’s Daughter looked for multiple ways to help the client best. To be sure that there was not an issue with the gown itself, Madeleine’s Daughter staff took the measurements of the client again. Her measurements at this time were: 
  Bust: 36.5” 
  Waist: 29.5” 
  A cornerstone of Madeleine’s Daughter processes is measurements. We stand by the accuracy of our measurements with certainty. The discrepancy in measurements clarified that the client’s gown did not fit due to a change in measurements. Regardless, Madeleine’s Daughter offered multiple solutions to the client: 
  1. Madeleine’s Daughter would help the bride source fabric and a seamstress to provide the alterations so that her gown would fit her perfectly. Because the gown was able to be zipped, alterations would be possible with additional fabric and the support of a skilled seamstress, both of which Madeleine’s Daughter offered to help with. 
  2. Madeleine’s Daughter offered to order a replacement gown for the bride with a 15% discount, and offered resell options to the bride for her gown that was too small. 
  3. Madeleine’s Daughter offered to sell her any sample gown of her choosing at the steepest discount possible to help alleviate additional costs, along with offering to provide resell options for her gown that was too small.  
  4. Madeleine’s Daughter offered to exchange her dress for our sample, which is a larger size and would fit her much better. We also offered to spot clean and provide small repairs for any imperfections in the sample, along with a refund of $100 that the bride could use towards alterations, or in any other way she felt fit.* 
  * It should be notated that this offer was made despite the terms and conditions of the client’s signed contract that clearly states no exchanges, returns, or refunds are possible. Madeleine’s Daughter offered to exchange her gown and provide a refund of $100 simply because we want our client to be happy. 
  Ultimately, the client’s signed contract is very clear about all the terms of their order that they agreed to. Madeleine’s Daughter delivered on all the terms of the contract, and provided the client with the merchandise she ordered, in the style, size, and color she chose, and delivered in the timeline outlined. Madeleine’s Daughter cannot be held responsible for a client’s change in measurements, but we can offer multiple solutions (as outlined above) to help the client achieve their goals for their wedding attire. 
  The client was unhappy with each of these solutions and refused to take their merchandise with them. Madeleine’s Daughter is storing the customer’s items safely until they pick it up.  

  Customer Answer

  Date: 02/15/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Madeleine’s Daughter’s (“MD”) response illustrates how they failed to provide a complete experience as advertised and continue to refuse to accept their errors. Under no circumstances should a business insult a customer and insinuate that they gained weight to avoid correcting their measurement and/or dress size determination mistake. Instead of providing a compassionate response to their error they have steadfastly refused to acknowledge any wrongdoing, causing increased mental distress to a bride who paid them several thousand dollars. The response from MD is totally unacceptable and only complete restitution and an apology will be acceptable.
  
  The contract/receipt that was signed is essentially a contract of adhesion as a bride must sign it to have her dress ordered. The statement that “all sales are final” are for circumstances where a bride changes her mind, or an event is cancelled. In this case MD has breached its agreement. MD promises “an experience” and “a wedding dress” that fits, subject to reasonable alterations. As MD states in its response, “Bodies do fluctuate, and measurements can change over the course of several months. Alterations are always required so it’s not unusual for a gown to be a little big or a little small”.  In this case the gown was not, “a little small”, it simply did not fit. MD’s own seamstress examined the dress and determined that the dress could not be taken out, even a little bit, as there was simply no fabric in the seams.
  
  I never stated that I was nervous about the gown fitting or had gained weight. This is untrue. In fact, I am wearing the same size clothes I wore back in July when the measurements were taken and have photographic evidence to prove that my size has not substantially changed. As to the statement that MD stands by the accuracy of its measurements with certainty, on January 23 when I came in to try on my dress both the expert stylist and the seamstress took my measurements and came up with 2 different measurements with over an inch in variation. Even on the same day by their own “experts” there are variations in measurements. Knowing this, MD should have recommended a size that would permit reasonable alterations.
  
  Md further states that “A cornerstone of MD processes is measurements”. Yet, they then try to put the burden of size selection entirely on the bride even though MD took the measurements, provided the sizing chart, is familiar with its designers and their dresses and based on this expertise MD recommends the dress size. If this were a department store and a bride could try on different sizes of dresses, then it would make sense for the bride to take responsibility for the size ordered. In this case, all the control is with MD and they advertise and pride themselves on this expertise.
  
  The solutions Md offered were not good faith efforts to provide the bride with either the experience or a wedding dress but were solely intended to preserve the profits for MD. They cannot advertise a full bridal experience with measurements as their “cornerstone” and then place the responsibility for the wrong size at the feet of the bride because they don’t want to lose money. I am willing to take the veil I ordered but insist on a full refund for the dress.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/24/2023

  Madeleine’s Daughter has at every point strived to help our bride with her wedding attire, and has adhered to all points of the signed contract. We strived to offer our client multiple different options to help her with her gown alterations, as outlined in our previous response. The client mentions that “MD’s own seamstress examined the dress and determined that the dress could not be taken out, even a little bit, as there was simply no fabric in the seams” At no point did Madeleine’s Daughter tell our bride that the gown could not be taken out. While there is not enough seam allowance to let the dress out using existing surplus fabric from within the dress, it is very possible (and quite common in the alterations process) to add additional material to let the gown out to fit the bride perfectly, which we offered to help facilitate. The client also mentions that “when I came in to try on my dress both the expert stylist and the seamstress took my measurements and came up with 2 different measurements with over an inch in variation.” This variation is due to the bride being measured once over her clothes and once under her clothes. Rather than illustrating inconsistency in measurements, this demonstrates Madeleine’s Daughter dedication to helping the bride understand her sizing and the options available to her that would be most beneficial.
  Ultimately, Madeleine’s Daughter is the expert in measurements, designers, size charts, and discussing how sizing can affect the alterations process. Every bride is the expert in her own body and we empower brides to make the best decision for them when it comes to their sizing, as reflected on her contract.
  Madeleine’s Daughter has repeatedly offered various forms of support and options for our bride. Since our last correspondence with the BBB, we have also offered one final option to cancel the bride’s entire order and refund her in full minus a $500 cancellation fee. The bride has not responded as of 2/24 at 4pm.

  Customer Answer

  Date: 02/28/2023

  
  
  Complaint: ********
  
  
  

  I do not accept the business's response , however, i have agreed to their last proposed resolution and now consider the matter closed. The above response from Madeleine's Daughter illustrates why i consider this business to exercise the worst customer service i have ever experienced. Without addressing their misstatements point by point I note that their primary concern has always been to enforce the letter of their contract and they have never made a good faith effort to provide a wedding dress.  Even upon offering their last solution, which was acceptable to me, they were difficult to deal with. It is incorrect that they had not received a response from me by 4:00 February 24 as a message was left for Lauren, the manager, at 10:21am.  The final offer by Madleines Daughter is acceptable and we consider this matter closed.
  
  
  
  Sincerely,
  
  
  
  ******* *****