Complaints

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• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising 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.

  My daughter, *****, and I purchased a wedding dress from Say Yes Bridal/Something Blue Bridal Gallery on 11/17/2024 ( store goes by two names as seen on order form and receipt). Once dress was purchased, the entire experience became a nightmare. Although we paid for a new dress, the owner texted ***** that very same day and attempted to persuade her to pick up the sample dress which had been sent to the cleaners already! When my daughter said she would have to speak with me *****, the owner told my daughter it would be best to keep it just between them. ***** insisted she needed to speak with me first, her mom AND paying customer. ***** called me and then I immediately called owner who yelled at me, told me I ruined my daughter's experience and would not allow me to speak. She insulted me, reprimanded me and then hung up on me! She then proceeded to block me.She continued to send very hurtful texts to my daughter about how she would not allow me on her property, how I ruined this experience for my daughter and that she would have a police ****** if I ever came to her store! How can anybody be so cruel and hurtful?! I did nothing to provoke such hatred!Although policy is typically no refund, the owner initiated a discussion for a full refund on all items via text to *****. It was agreed that my daughter would bring back all items for a full refund on original credit card. However, she she didn't honor that. The texts that followed became very confusing and incoherent. The owner has made this special time a disheartening experience and we would like to caution others so they won't experience this. No bride should ever have to go through this, nor any family member. We ask for your help in retrieving our money (for dress/caps + tax) for a new dress and warning the public of the unprofessional and unethical practices of this business. Thank you so much for your time and assistance. We truly appreciate your help.******* *******

  Business Response

  Date: 02/12/2025

  Hello,

  I would like to first of all state that our business is an LLC in the state of ******. With that being said we have a legal DBA name which is Something Blue. The credit card terminal is listed under our legal LLC name and not our *** name because that is how our name is legally listed in the state of ****** that is our legal business name. I would also like to state here that ***** and her mother came into our store and had a private showing of our made to order dresses for free for two hours. They were treated extremely well and ***** **** in love with the dress that was made or order or can be sold off the rack as well. 
  

  ***** and her mother paid for the wedding gown and they signed a refund policy that was also explained in full detail how once they paid for the dress there are no refunds as the designer will be specifically making the dress for her. I will upload the refund policy tomorrow that they signed asap. ***** received a free bridal robe and slippers for purchasing a wedding dress with us and they left. Her appointment hold fee was refunded and the next day we had back to back non stop call from her mother. During our private appointments we do not answer phone calls or open the door to any walk in customers because we give every bride the same privacy and experience that her daughter received. 
  

  In the middle of my appointment with a party of seven guests and the bride I txt her mother and the daughter to see what the urgency was and the calls back to back. I also received voicemails back to back non stop. I then had my daughter contact ***** to see if there were such in a rush for the dress and the calls were going to continue back to back they could take the sample dress by the way they are all brand new and sold if brides need them in a rush. The bride stated that she would take the sample dress and that it would be perfectly fine with her. After this call her mother continued to txt and harassing calls back to back and voicemails leaving us no choice but to hang up the phone as she was yelling about what her daughter wanted to do with her own dress. She proceeded to yell that she paid for it and went on and on about how she demanded and yelled about her paying the dress. 
  

  The bride was fully aware of and had a phone call with another owner of the store that if they kept calling back to back non stop and were in a rush to receive the dress they could take it after the dry cleaning. All of our dresses are dry cleaned often and even taken to seamstress you can alert the public about that as we are selling high end luxury designer gowns. Of course we want to take care of them. 
  The bride said that the mother called back to back so that she could come in with her to pick out a veil that they wanted to exchange in our store they had taken one home that they bought. I told her that there was no refunds on veils or anything in our store and that since she called me so many times I would do her a favor and refund the veil or exchange it. The mother of the bride did not let us work with our customers in store and demanded full attention and was extremely aggressive for no reason when her daughter was treated extremely well the day before. We also are by appointment only and the mother insisted that we answer her calls and reply to her as she is the one paying for the dress. Regardless of who paid the dress the dress does belong to the bride and we tell all of our brides we will work with them and the designer on their dress and not involve or have to interact with the whole family on the dress process and production time line. We asked the daughter who was not yelling at us or not aggressive at all to just have her deal with us and I returned the veil price to her in full as a courtesy. She proceeded to tell me that her mother did not mean any harm by calling back to back in such short of time frame and that she wanted a made to order dress not the sample and then I placed the order with the designer and sent her the confirmation and order number. She was given the refund policy and was aware of the policy when she and her mother signed it. They were also aware that our store is by appointment only we take no walk in customers and we have on our website that the best form of communication is through email because we do not interrupt our brides appointments with phone calls. The mother was harassing and extremely aggressive to us and we do not have to take the harassment or unnecessary entitlement over other brides appointments and demanding us to stop our private appointments to answer her. We are a small business and work alone in a store in fitting rooms as she saw us cater to her daughter non stop for two hours in a beautiful store with her mother alone. We do not charge for this service and we cater to everyone in the same manner. Emailing us something that is not so urgent like exchanging the veil that is non refundable she forgot to add that she received a discount on the veil and a discount on her designer wedding gown as well. The made to order or off the rack gowns are non refundable as well. Her daughter is not receiving an off the rack gown and even if she was it would still be non refundable. Her daughter received and bought a bride jacket that was custom made and she received a distant in that as well. The jacket was picked up and the veil was brought back in. We told her to keep the veil because we didnt want to have anymore phone calls and harassing messages from her mother. The dress is almost going to be shipping it is three to five months made to order gowns and unfortunately everything the mother is stating here is just because she feels she paid for it and is wanting to control and verbally abuse us with her demanding behavior. If a doctors office is by appointment only then you schedule an appointment and wait your turn and if you call the office and they do not answer and you continue to call non stop four times back to back this will lead the employees to think something is an emergency. She was only nice when she wanted me to see her as a walk in and have her daughter come in without an appointment to exchange the veil. We did work with her on that and said yes we would see her in between appointments and then when she would continue to call and leave voicemails we just couldnt handle her calls or aggressive behavior so we asked the bride to just work with us and the mother continued to call and say she was the one who paid. Since the money is not refundable with the designer I placed the order and the designer approved it and the moment her daughter said she did not want the off the rack sample that her mother was not in a rush over the dress. The designer proceeded to take the deposit from our store and dress is paid in full. There is no wrong doing here on our end it was the mother who demanded service and destroyed this experience for her daughter by just screaming and being angry for no reason at all. I believe if the mother would have taken the time to consider the other brides experience and she agreed they had a great experience she would have understood why we asked her to not call us anymore that day. Unfortunately we are not in business to be harassed and or treated like our time and other peoples appointments are not important. 
  

  Business Response

  Date: 02/12/2025

  Copy of communication 

  Business Response

  Date: 02/12/2025

  Copy of communication I will not be issuing a refund because the mother is upset because she was told to stop calling our store back to back. We are a small business and coming in and agreeing that you are ordering a made to order dress and willingly agreed to pay the dress and order. That does not give the mother the right to harass the staff. This is not poor behavior this is not allowing customers to harass our staff or allow them to treat us poorly because they believe they are in the right. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22899559
  
  I am rejecting this response because:

  I never harassed the merchant or her staff at any time. The one message I left on Nov18th pertained to an exchange for a more expensive veil. There were two calls I made that morning prior to the shop opening which the owner thinks of as harassment. I only left ONE message. 
  As for the exchange policy, we are aware of it, but we also have a copy of the contract which states in clause #2 that refunds will be made at owners discretion. Attached is a copy of the text between the owner and my daughter clearly indicating that the owner agreed  to a full refund and she proceeded to make arrangements for a complete refund on original credit card.
  Regarding poor and unacceptable behavior, this merchant has surpassed any acceptable business etiquette I have ever seen! Her reprimanding, insulting, and hanging up on a customer and for blocking customer from all contact are beyond imaginable!
  She has literally ruined this very exciting experience for my daughter and for our whole family. We will do everything in our power to warn other brides of this experience.  We will expose all details, documents and the horrific experience, should we not get a refund.

   

  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 02/12/2025

  I am very concerned about owners harassment accusation. That is so untrue! I left ONE message pertaining to the veil ( which we returned and has nothing to do with this claim). The only other call I made was that same evening (11/17) when owner was trying to negotiate a deal with my daughter ( via text)  take a sample dress, but owner insisted via text ( documented)  that she keep that between themselves - telling my daughter to NOT tell me about it. How sad that she would put my daughter in that position!! Of course, my daughter immediately informed me because she felt awful with what the owner was suggesting.  I called the owner immediately, the ONLY other call I made!! I do not think that constitutes harassment! 
  It was during this call that the owner yelled at me, insulted me, hung up on me and blocked me. She proceeded to text my daughter and tell her she will have me police escorted out of her store if I ever showed up. How can I, the mother of the bride, not go and pick up the wedding dress with my daughter?! How cruel can she be!! How absolutely inhumane and despicable! 
  The reason we want a refund is not because we dont like the dress. We do. It is 100% due to the fact that the owner has turned this into a nightmare. We should have taken the many one star reviews that she has at face value rather than taking the chance. All those brides indicated similar complaints with the owner turning on them, becoming rude, blocking people, etc its criminal, actually, that this owner can destroy a familys experience of a lifetime! Shame! 

  Customer Answer

  Date: 02/12/2025

  Above I have attached the entire text thread between owner and myself. 
  Again, between those two phone calls and these minimal texts, I cannot understand why the owner would think she was harassed.

  I would love for the owner to substantiate her harassment claim. 

  Thank you.

  Customer Answer

  Date: 02/12/2025

  Above I have attached the entire text thread between owner and myself. 
  Again, between those two phone calls and these minimal texts, I cannot understand why the owner would think she was harassed.

  I would love for the owner to substantiate her harassment claim. 

  Thank you.

  Customer Answer

  Date: 03/19/2025

  Hello,

  I received an e-mail today with regards to my complaint against Something Blue Bridal. Unfortunately, the email sent to me on Feb 12 was sent to my spam email and I never saw it.

  However, just to clarify, the owner is simply not telling the truth. I called two times; all documented. I left ONE message. If anyone looked at the owners replies to her many one-star reviews, her replies are redundant-claiming harassment by customers frequent calls and rude customers. So untrue!

  Thank you for your attempt to resolve this issue. Of course,  I am disappointed with the outcome, but I am satisfied just knowing I can warn others from experiencing a horrible experience because of the owner's unprofessional and despicable behavior towards brides and their families!