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:04/07/2025

  Type:Product 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 reached out to return a dress purchased. I received an email with a return label. I was unable to return the item immediately. When I emailed the shop to ask to exchange they informed me that I could no longer return as I had waited too long. I never saw in any email correspondence a return policy. Not in the receipt and confirmation of sale, nor on the email containing the return label.
  The dress is in the same condition. It was opened, tried on, and immediately returned to the bag then box. No damage (including smoke).

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to address this matter. At Formal Approach, we are committed to providing our customers with high-quality products and clear, consistent service. We appreciate Ms. ******** business and regret any frustration or confusion caused by this situation.
  

  Regarding Order #FA11674: Ms. ****** placed her order on February 22, 2025, and contacted us on February 25, 2025 to request a return, stating that the dress was too small. (Document attached - FA11674_ReturnAuthorizationRequest) Our team responded promptly on February 26, 2025, providing both the return authorization details and a prepaid shipping label. In this email, we clearly outlined the requirement that the package be dropped off at the postal facility within 3 days of receiving the return label, as outlined in our published Return Policy (Formal Approach Return Policy - ******************************************************* ********* ******** * ****************************
  

  Unfortunately, the dress was not dropped off to the post office until March 22, 2025 — nearly a month after the return label was issued, and well beyond the stated return window. Our policy was designed to ensure fair and timely returns for all customers, especially during high-demand seasons such as prom, when availability of sizes is very limited. 
  

  While we certainly understand and empathize with Ms. ******** situation and appreciate her clarification that the dress was unworn, we must consistently adhere to our policies to ensure fairness for all customers. Because the return was not completed within the allowable timeframe, the dress was returned to her.
  

  That said, we genuinely appreciate her business and the effort she made to communicate with us throughout the process. While we are unable to offer a refund or exchange in this case, we would be happy to extend a one-time courtesy discount on a future purchase to assist with finding the correct size or an alternative dress for her daughter’s event. We are always here to help guide sizing and fit to avoid this situation in the future.
  

  We hope this explanation helps clarify the situation, and we sincerely appreciate the opportunity to address the concern. Our goal is always to offer both quality products and fair, transparent service to all of our customers.