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:05/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 3/19/23 my daughter purchased a prom dress from Mad Hatter Emporium for $582.99. Before we left the store, we spoke to ********, the owner about some missing jewels on the dress and jewels that were hanging by a string from the dress. We specifically were told by ******** the owner of the store that we did not need to worry about any of the jewels falling off and the dress would be fine. About two weeks later my daughter put on the dress for the first time since leaving the store and there were a ton of jewels missing and many other issues with the dress that were not visible from where I had been sitting when she tried it on in the store. I immediately called The store and was told by the owner ******** that she wanted us to be happy and that she would order a new dress and that it would be in within seven days. My daughters prom was set for 4/28 we were nervous because we knew she would need alterations to her dress but we were assured it would be in within a week and she would have enough time to get alterations done. A week goes by no dress. Two weeks goes by no dress. 10 days before the prom I call the store no ones picking up my calls over a period of six days I called the store 12 times and no one would pick up the phone and I know they have caller ID. To check to see if this was actually the case I had my friends called and they picked up on the first ring. Finally on 19 April they picked up the phone and told me I wouldn’t be getting a dress because it never came in and what did I expect, it’s prom season and they’re really busy. My 16-year-old was left in hysterics because she now had to wear a damaged prom dress and was promised a replacement. I have not heard back from the store since. I sent them an email and gave them two days to respond and they never responded. I ended up having to spend $100 to fix the dress myself after spending $580. In my last conversation she refused to give us a refund or a discount. Horrible customer service!