Eva's Bridal Center

[redacted] purchased her
dress with us on April 7, **14 and worked with [redacted], one of our
Managers.  When [redacted] arrived and began
working with [redacted], she pointed to a dress and said “I’d like to buy that one”
without trying on any gowns at that point, seeming very impulsive.  [redacted]...

asked if she was certain or if she’d
at least like to try on some dresses for the fit and style.  She did, then, end up trying on the dress she
originally pointed to and liked it.  She
decided to purchase that dress and [redacted] began to ring it up.  As [redacted] was ringing up her original dress
selection, [redacted] saw another similar style dress and said that she would like
that one instead (without trying it on). 
[redacted] then made the change in the transaction to this second dress
selection, but then [redacted] apologized and asked to look through some
catalogs.  This was when she found a
third dress from the catalog, the dress she ended up purchasing, which was not
available in store to try on.  The style
and fit was similar to the other two she was interested in that were carried in
the store, but there was more beading and a slightly different pattern, as
pictured in the catalog and explained by [redacted].   Based on this selection process and comments
[redacted] made to both [redacted] and [redacted] while trying on her dress and her final
interaction with our store, this complaint seems to be based more on the quick
selection process (not size) and unfortunately, not loving the dress as much as
she had hoped.  Due to the bridal
industry being a made-to-order industry, all sales are final and non-refundable
because the dress is made to the specific size, color and style requested by
the individual customer.
At the time of
purchase, [redacted] measured [redacted]” in her bust (size **), **” in her waist (size **) and **” in her hips (between size ** and **, so we have to go with higher
measurement to ensure fit).  As standard
policy in the bridal industry and as an authorized retailer, we must comply with the measurements on the
designer size chart and must recommend the size based on the largest
measurement (bust, waist, hips) to ensure fit in that area, which is why the
size ** was recommended.  At the time of
measurement sign off during the purchase process, [redacted] did inform us and we
did take note that she informed us she was on a weight loss program to get back
to her original size and was confident she would do so by July 2015 (her
wedding time).  As [redacted] completed and
explained our measurement and size sheet that each customer completes, reviews
and signs with their consultant during the order process, she explained that we
have to recommend the size based on her current measurements, but that
ultimately it is her decision on size selection.  At that time, she decided to select a [redacted],
two sizes down from the recommended **.
On September 6, **14 when [redacted] came in to pay a portion of her balance,
she requested to be re-sized just to see where she measured due to her weight
loss.  We did
re-measure her and she measured 39” in her bust (size 14), 34.5” in her waist
(between sizes ** and **) and [redacted]” in her waist (between sizes ** and
**).  Based on these new measurements,
her measurements did decrease in all areas, however, the recommended size per
the designer size chart still would have been the size ** due to her waist
measurement, which includes ribs within measurement (which cannot be adjusted
with weight loss or gain).  As explained
during her purchase when the measurement and size sheet was reviewed and signed
off on by [redacted], [redacted] did explain that the other areas, if measuring to a
smaller size, may need to be altered to fit. 
[redacted]’s dress
came in on September 11, **14 and she came in to try it on and worked with
[redacted] on September 12, **14.  When
[redacted] saw her in the dress, it seemed to fit well in the waist and was just a
little big in the bust and hips, given continual measurement changes.  But even with continual measurement changes,
having a smaller size would run the
risk of the dress not fitting in the waist and ribcage.  At this appointment with [redacted], she seemed comfortable
with her dress and did not make any comments at this point regarding being
disappointed with it. 
[redacted] came back
in the next day on September 13, **14, to try on the dress, again.  [redacted] was not in that day, so she began
working with our other Manager, [redacted], who helped her get into her dress, but
also try on the other dress she initially liked and intended to purchase, which
now was on clearance, as it had been recently discontinued.  The bride explained that she was uncertain
about her current dress and was re-thinking her choice, now seemingly
interested in one of her original selections that she decided not to go
with.  Because the dress she seemed to be
considering was recently reduced on clearance, [redacted] offered to put the dress
on hold and give an additional 50% off to the already reduced dress if she
really wanted to change her mind and go back to her original choice regarding
her dress selection.  [redacted] also offered
a payment plan to work with the bride so that she was happy with her gown
selection and also offered sewing in a new zipper and provide a new corset tie
back for free if she went with that sample dress.  [redacted] kept comparing this original dress she
loved, but did not purchase, which was a size 14 and corset back (from a
different designer) to her purchased dress, which was a zipper back and a size
**.  She wanted her dress to fit like
that dress (which was too small), but alterations would be needed to get it to
the specified tightness she preferred, as [redacted] and [redacted]’s friend both
commented on how her actual dress fit and looked good.  The customer left seemingly happy that day
and even said that she loved [redacted], but was just not happy with the dress.  After that day with [redacted], [redacted] did come in
another day and saw [redacted], who was surprised to see her.  [redacted] mentioned to [redacted] that she was
looking for a different dress because she hated the dress she had purchased.  She worked with both [redacted] and [redacted] that
day to continue her search to find a replacement dress that she would be happy
with.  She even made a comment to [redacted] that she liked the dress more and more every time she tried it on.
On September **,
2014, [redacted] stopped in to pick up her bridesmaid dresses since they recently
came in.  At that time, she worked with
[redacted], again.  [redacted] asked her if she had
made a decision on what she was planning on doing with the sample dress she
seemed interested in initially buying and now considering purchasing off-the-rack
for 50% off when she was in the last time. 
It was at that time that the customer stated that she actually ended up
purchasing another dress from a different store and that she just planned on
selling the one that she ordered, since she did not love it.  [redacted], then opened the bridesmaid dresses for
her to inspect and [redacted] mentioned that she saw a couple spots on the
dresses.  [redacted] inspected the spots in
question and had a hard timing seeing what the customer was pointing out, but
did have a seamstress immediately remove the slight chalk remnants from the
manufacturing process that is used in the dress cutting process.   [redacted] then took the dresses and left
seemingly happy, again, and that was the last time we heard from her, until
this complaint.
Regarding
alterations, [redacted] never received a formal alterations quote with any of our
seamstresses and no notes were recorded for any price quotes form a seamstress,
which is standard practice, as we would hold and honor that price quote until
alterations are performed.  We can also
confirm that we have never had a price quote that high with any of our
seamstresses, regardless of amount of work performed on any bridal gown.  Also, to avoid common mis-perceptions about
bridal alterations, it is explained and signed off on that alterations are not
based on the amount of material adjusted, but rather based on the type of
worked performed and number of layers on the dress.  Sizing is mandated by the designer size
charts (and is not and cannot be suggest larger) to ensure fit in the largest
measurement.  Alterations performed in
house are an additional convenience service that we provide that many brides
utilize, but the bride is the one who determines whether or not they get
alterations done through us and that is their choice. 
To address the
bridesmaid sizing issue that was briefly addressed with her bridal sizing,
these dresses follow the same measuring protocol following the designer size
charts measuring to the largest measurement, which, again, is signed off on
that it is likely that alterations may be needed in any other body areas
measuring to a smaller size, as these dresses are made-to-order to a specific
size, not custom-made to each body area measurement.  All of her bridesmaids were measured and
sized accordingly per the bridal industry standard and none of the bridesmaids
informed us of any concern with their dress size at the store.
Everything with
this order followed the proper ordering and sizing measurement protocol.  The bride did select her own size and the dress
does fit well and as it should and she admitted to both Managers that she just
simply did not like the dress as much as she thought.  Based on what we learned in our last
interaction with [redacted], as well, the refund request seems to be an attempt to
cover the cost of her new dress, which we cannot be responsible for, as this is
the customer’s decision to purchase a second dress and a completely separate
transaction unrelated to our store.  At
no time was this escalated to another Manager or Owner, so this complaint comes
as a surprise when we have been working with her for weeks and each time she
seemingly leaves satisfied.  Unfortunately,
we are not able to refund a made-to-order dress due to the fact of someone not
liking it as much as they thought they would or because they decided to
purchase another dress.  Though our
policy does state that all sales are final and that there are no exchanges or
refunds, we still did make a ‘good faith’ effort to go above and beyond to
provide additional service and options for [redacted] so that she would end up
happy with her gown selection, thought it was beyond our contractual
obligations to do so.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is great validity to my complaint. I whole heartedly feel the company sizes it customers in large sizes to ensure they have to pay a large amount for alterations which was my complaint.  I have not been offered any type of help other than to give the company another large sum of money.   As I stated earlier I was sized by another company the same week I was sized by eva's and measurements varied by almost two inches.  The only resolution I was offered to my concerns were to pay them another large sum of money, either $900 in alterations (which I was quoted by a manager) or to purchase another dress in the amount of $745.  I was never offered to speak with a seamstress as stated in their response.  I was only given quotes from the manager.  I was offered a discount on the off the rack dress.  The corset string was in shreads and it was not until I asked where I could get another one that it was offered they would replace it.  The response from [redacted] was that she would just take one off another dress.  Also the zipper on the off the rack dress was ripped as stated in their response but I was told I could have that fixed with the other alterations I would have done on the dress, it was not offered to be fixed at no cost.  The matter has nothing to do with not liking the dress at all as I have stated I love the dress.  I don't feel good in something that is huge on me.  My hips measured by eva's on 9/6 measured [redacted] and according to the Mori lee website for a [redacted] I would need to be 44 hip to fit in my dress.  When measured by the other dress store  on 9/13 my hips were measuring a **. It makes sense that the dress it too large with the measurement received by the other store. I opted to purchase a different dress from another store because I feel that eva's is dishonest and I did not want to give them another cent of my hard earned money.  A wedding is supposed be special and exciting and they have made this experience nothing but a disaster.  My bridesmaid dresses came in with spots and were also measured in ridiculous sizes.  My bridesmaid sizing as follows. [redacted] size is a * and she was told she measures a **.  [redacted] and was told to get a **.  [redacted] a [redacted] and she was told to get a **.  I will proceed with working with Fox 6 to investigate the business practices.  I understand that papers are signed that states no refunds but there are shades of grey in matters.  I work in a field where we make custom items for people, eyeglasses made according to a persons prescription, which it is stated there are no refunds, but there are always shades of grey.  Our items cannot be resold either whereas a dress that is brand new could be resold along with all the other off the rack items.   I want a refund for my dress as they are dishonest in their practices.    
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

In regards to the customer’s response, the facts here clearly show
that there is no validity to this complaint. 
As stated in our previous response, the customer was measured following the proper ordering and sizing
measurement protocol per the industry standard and designer size chart.  The facts are that [redacted] was initially
measured at a [redacted] and even after re-measuring is still measuring at a [redacted] based on her waist measurement specifically, which is what was recommended.  After re-measuring, her bust is a size 14 and
her hips measured between a [redacted] and 18, both of which align closely to her
selected [redacted].  Based on her current
measurements and her [redacted] selection, [redacted] did a good job estimating the
amount of weight she was going to lose between the time of her order and the
time the dress came in.  It is important
to understand that in order to remain as an authorized retailer for each
designer, we, unfortunately, are not allowed to deviate from the designer size
chart recommendation at the time of order, as we need to ensure that the dress
will fit to the largest measurement (of bust, waist and hips).  We cannot guess or estimate for a customer what
a future size would be, either smaller or larger, as it would be impossible for
us to know and would be breaking ordering and sizing protocol.  [redacted] did review and sign off on the size and measurement sheet with [redacted] at the time of purchase which outlines
that all sales are final due to orders being made-to-order to a customer’s
specific style, color and size.  She also
reviewed and signed off on her own [redacted] selection, which fits her well and
as it should now, as explained above.   The customer agreement signed by [redacted] also
states that alterations would likely be needed, as she measured across three
separate sizes in each body area and that alterations are a separate service
and charge. Not all customers need alterations and some choose to have them
performed outside of our store, so we separate the charges for the dress and
alterations. 
Even though the
dress does fit well and as it should, it was made clear to us by the bride’s
comments and actions during visits to our store that she simply seemed to have second
thoughts due to not loving the dress as much as she had hoped. She also explained
to us that she decided to sell the dress since she had already purchased
another dress from a different store. 
However, even though she did not like the dress as much as she hoped,
which is outside of our control and does not warrant a refund on a
made-to-order dress, we still did want her to love her wedding dress in the
end, and exhausted all options to make that happen.  Since she expressed interest in potentially
buying her original dress selection off the rack, as previously explained, we
offered this already reduced discontinued dress to her for an additional 50%
off, plus the addition of a new zipper and corset tie for free.  We also offered her an option to meet with a
seamstress to have a free consultation to get a price quote specific to how she
would like her dress to fit (which she preferred tighter, like the smaller
sample she almost originally purchased), which she has not taken advantage of thus
far, so she does not have accurate information regarding what pricing would be to
make her dress fit to her liking. 
Knowing that she signed off on her own size and understood that
alterations may be needed and at an additional charge, coupled with the fact
that her measurements show that a [redacted] fits better now anyway, the fact that
she is not even considering a free consultation reaffirms that she simply is
looking to recoup the cost of this dress since she does not like it as much anymore
and has already since purchased another dress. 
And, we cannot be
responsible for a second dress purchase, as this is the customer’s decision to
purchase a second dress and a completely separate transaction unrelated to our
store. 
Unfortunately, there
is not a sizing issue here with her dress (or her bridesmaid dresses), as the
facts show, and we are not able to refund a made-to-order dress due to the fact
of someone not liking it as much as they thought they would or because they
decided to purchase another dress. 
Though our policy does state that all sales are final and that there are
no exchanges or refunds, we still went above and beyond to provide additional
service and options for [redacted] so that she could end up happy with her gown
selection.

Review: Around March of this year, my fiancé and I took our daughter into Eva's Bridal to inquire about a flower girl dress. a few of their associates ([redacted]) helped us with the measurements. They were pushing us to order the dress because they had said it would take 6 months to get in. I thought that was too early to order it, just for the fact that my 6 year old was still growing, and a half a year would be way to soon. [redacted] and [redacted] said that was the policy at the store, but they new how the dress designers size run, and the size measured would be fine. We said we would think about it, and that we would call them the next day. My fiancé ([redacted]) called and ordered 2 sizes bigger which was a size 4 from the size 2 that they had suggested. Only 3 months later, the dress came in and was too small. They had ordered a size 3 instead of the 4. [redacted] measured our daughter again and said her measurements were now that of a size 4...the size we did order. They([redacted]) said that it was their store policy that they could not take the dress back. Since it was partly our daughter fault for growing, they would only pay half for a new dress, and we would pay the other half ($50) to get a new one, and for some reason now the 4 months before our wedding instead of 6 would be plenty of time to order it. I argued the point that it was their mistake when they ordered the wrong size, and that they didn't really know how that designers size run, which is very small. I also think it's odd that we paid close to $200 for the dress, and that it now only costs $100. After trying to get a hold of the manager,([redacted]) whom always had [redacted] call us back instead, my fiancé caved and paid $52.80 to reorder the dress, but my fiancé insisted a size 8 this time to be sure since our wedding was still 4 months way (10/11/2014) and the designer dress sizes run very small. I finally got a hold of [redacted] to try and inform her how I felt. [redacted] just stated that it would not have mattered even though they ordered the wrong size because the wedding was 4 months away, (This is my point exactly) and they would not be paying for the dress, and they would now recommend a size 8, after the fact my fiancé and I said that was what we wanted because of their lack of knowledge on how that designers dress sizes fit. The whole conversation she would not let me get one word in, just kept talking over me. I can't tell you how frustrating this whole ordeal has been. They have you order the dress 6 months early, get the size wrong, and want the customer pay for the dress again on their mistake. My fiancé even ordered here wedding dress from them, ($1800) and it was too small, so we had an expert seamstress fix it because that could not be returned also. I guess we should have learned from that, or looked at the many other poor reviews about them in ordering dress sizes, but we gave them the benefit of the doubt. There is nothing worse than seeing a sad, stressed bride. I love my bride, and would like to see this problem resolved.Desired Settlement: I'm only asking for the $52.80 back, not the full price we paid for the first dress, which was around $200 with the tax, (and they are keeping it per [redacted]'s conversation on 6/17/2014 at 3:38pm). We also would like for them to pay for the correct size dress since it was their mistake, no matter how you look at it.

Business

Response:

This complaint was not submitted by a customer of ours (was

submitted by the fiancé of our customer).

[redacted] is our customer who we worked with to place the initial order

and all ord[redacted]g conversations and contracts have been with her. This has already been resolved with her, as a

new dress has already been re-ordered.

I can certainly provide any additional detail with timing,

if needed, as everything has been documented, following standard ordering

protocol.

Thank you,

Business

Response:

At Eva’s Bridal Center, we take great pride in working every day to make the best experience for our brides as they start their wedding journey dress shopping with us. Our bride, [redacted]’s fiancé), is our customer and all ordering conversations, order placements and review of our sales order terms and conditions for this flower girl dress were done with her. Because of this, after reading this complaint, only three pieces of information within it are actually factual: (1) That she worked with [redacted] and [redacted] (our [redacted]), (2) That bridal dresses cannot be taken back by the designer (as they are made to order in the specific style, color and size requested) and (3) That [redacted] called back to get the dress size. Also, this had already been resolved with [redacted] on Monday, June 16th, when the second dress was re-ordered and replacement cost agreed upon and paid. Please see all details and facts regarding this customer order below. We have and can provide any additional order information, as everything was completed and documented per standard ord[redacted]g protocol.

On March 1st, my [redacted], measured and ordered [redacted]’s daughter’s flower girl dress. Prior to any purchase, we explain to customers that the ordering process (which is bridal industry standard) can take approximately 4-6 months to ensure dresses are produced and shipped and will be received in time (and also will help avoid rush fees if ordered too close to the wedding date, which is additional cost to ensure the order will be fulfilled in time). We cannot and do not pressure customers into how and when they purchase, as that is up to them once they understand the ordering timeline we outline, stated above.

One thing to note about the ordering process is that we cannot “suggest” sizes. As an authorized retailer, we must comply with the measurements on the designer size chart and must recommend the size based on the largest measurement (bust, waist, hips) to ensure fit in that area. The other areas, if measuring to a smaller size, may need to be altered to fit (all which is reviewed at the time of order, explained below). Many customers buying children’s dresses choose to order a dress one or two sizes above the measured size. This accounts for growth that may take place from the time of order to the actual event date. However, we cannot recommend sizes based on this. We only explain that this is what many customers choose to do.

At the time the initial sales order was completed, we were waiting to receive the size chart from the designer so that we could confirm with [redacted] her daughter’s dress size. On March 8th, we had the designer size chart and [redacted] called and reviewed the measurements that were taken vs. the designer size chart with [redacted], our Supervisor. The daughter measured at a size 2, but a size larger (size 3) was selected by [redacted] to ensure room for growth. Per standard process, [redacted] reviewed the ord[redacted]g and measuring sheet verbally over the phone with [redacted] outlining the measuring process, size selection and had to specifically review the ‘own size selection’ section which discusses the terms, conditions and responsibilities when selecting your own size. With the selected size 3, there were inches of room to allow for growth across her bust, waist and hip measurements from her current measurements at a size 2. When the order was placed, the designer gave us an approximate ship date of the first week in August.

The dress arrived in the store on June 10th (3 months after order was placed, though it did come in early relative to what the designer initially estimated).

Per standard process, we inspected the dress and notified the customer same day to come in within 2 weeks to inspect, try on and pay off any remaining balance (which had already been paid). The following day, on June 11th, [redacted] came in with her daughter to try on the dress and it was small on her daughter. As stated when we reviewed our ordering and measuring sheet, [redacted] and [redacted] had to re-measure and the daughter had grown 2 dress sizes (to size 4, almost size 5). At that time, we looked up the order and mentioned the dress was ordered 1 size up from her measurements at the time (ordered a 3, measured at 2). It was at that time after the dress did not fit, that [redacted] stated that she ordered 2 sizes up (size 4). My Managers did inform her that we would contact the designer and explore all possible options and then get back in touch with her regarding options.

We attempted to return or exchange the dress with the designer, but they would not accept it back. As the dresses are made to order, all sales are final as designers will not take back dresses that were ordered in specific styles, colors and sizes (made for a specific individual). Because of this ‘made-to-order’ practice, it is standard bridal industry protocol that all sales are final. It is also stated on the first line of the sales order terms and conditions signed by [redacted] on her March 1st order, which she received a paper copy of at the time of order.

Since the designer would not take the dress back or exchange it, we discussed alteration options with our contract seamstresses and it was determined

that it was not physically possible to make the dress larger to the degree necessary. The only option was to re-order a larger dress.

Later on June 11th, [redacted] contacted us to inform us that her fiancé ([redacted]) was not happy about being ‘forced’ to order the dress early. We follow designer ordering guidelines and their estimated ship dates. We are unable to predict or suggest any specific timing beyond those given to us by the designer.

We knew that even though their daughter’s growth was out of anyone’s control, the right thing to do was make this right for the customer, even if all sales are final. We understand that it is important to make our customers happy, which is why we have been in business and growing as a company since 1946. On that day, it was discussed between [redacted] and [redacted] that based on the daughter measuring currently at a size 4, that [redacted] had interest in selecting a size 7, instead. Again, we cannot recommend a size larger or smaller than the customer actually measures, as we must comply with designer ordering protocol. We did, again, explain that many customers choose to order 1-2 sizes larger for children’s dresses to allow room for growth. [redacted], my Manager, did have a final conversation with [redacted] over the phone as we were finally getting ready to re-order (a conversation that I heard) and explained that we would be able to re-order and get the dress in time from the designer. We also offered to do so at a severely discounted rate of just $50. The original price of the dress with tax was $180.58 ($177 for the dress, plus tax; not $200), taking their total for 2 dresses to be $233.38. Eva’s Bridal will not be keeping either dress, as both belong to [redacted]. Also, we would not be in a position to resell the dress (as implied), as this is a unique customer order purchased in a specific style, size and color (red).

On June 13th, [redacted] called and stated that her fiancé was not happy about the $50 fee and [redacted] reaffirmed that the $50 minor fee would need to be charged in order to get a brand new dress in a new, larger size, since an exchange or return could not be made.

On June 14th, [redacted] called Eva’s to speak with a Manager. Both [redacted] (Manager) and [redacted] were not available that day, as we were working with brides, so [redacted] (an employee) called back and left a message with her daughter to let her know [redacted] or [redacted] will call back on Monday.

On Monday, June 16th, [redacted] contacted us back to actually increase the size 1 more size to re-order a size 8 (not 7), obviously acknowledging that growth through the October wedding (3.5 months away) could occur. The re-ordered dress was now 5 dress sizes larger than the original size they ordered and 6 above what she measured at originally. Although this scenario was not technically the responsibility of Eva’s, we wanted to go above and beyond for our customer. We felt that we were being more than fair and extremely reasonable ordering the dress at a severely discounted rate of over 70% off the dress price, when per the sales order terms and conditions, we technically were not liable for changes in sizes. [redacted] spoke with [redacted] and proceeded with the re-order for the size 8 and [redacted] paid the $52.80 ($50, plus tax). [redacted] reviewed, for a second time, the ordering and measuring sheet and explained that any alterations needed (as stated in sales order terms and conditions) would be at additional charge. [redacted] further explained that we would NOT require ‘rush’ alterations fees, as the dress is expected to be in around mid-September, per the designer. Because this situation was out of anyone’s control, we certainly would never charge anyone rush fees.

That same day (June 16th), [redacted] talked with [redacted], who contacted us for the first time (and asked for [redacted]) after everything was already resolved with [redacted], and mentioned that he was not happy and demanded to refund the $52.80. I was in the office with [redacted] when she received the call, so I called him back immediately after that call ended, but he did not answer.

On June 17th, I called [redacted] back at 10:15am and left a message. I also called around 3pm, but did not connect with him and did not leave another message. I did make several attempts to contact him before receiving a call back from [redacted] and feel that I was incredibly responsive to his calls.

He eventually called me back later that day. In my discussion with him, it was clear he was not familiar with bridal industry ordering procedures and standards since all measuring and ordering conversations and review of sales order terms and conditions took place with [redacted]. He was not involved in any portion of the measuring, dress sizing, ordering or purchase conversations regarding the dress, so I attempted to explain the process to him. Despite my efforts, he never seemed to understand the difference between custom-made dresses to fit exactly vs. made-to-order, where bridal (and flower girl/ bridesmaid) are ordered to the largest measurement (i.e. bust, waist, hips) to ensure the dress fits the largest body part and the rest may need to be altered to fit. This is where many misperceptions regarding ordering may occur due to not fully understanding this process, something we review with every customer for every order. [redacted] was on the line during my conversation with [redacted] and, sadly, [redacted] was rude to me, would not listen to what I had to say and actually hung up on me.

Though I personally can understand the frustration of the dress not fitting as a result of the daughter’s growth, that does not change the fact that after all attempts to ‘right the situation’ were made on our part, a new dress needed to be re-ordered. We called the designer to request an exception to be allowed to return or exchange the dress. We explored altering the dress, but it could not be done due to the significant growth of their daughter. We explored every option available to us (and made every attempt to minimize the cost to remedy the situation), but the reality was that a new dress would just need to be ordered.

This situation was handled with honesty, integrity and care, working to find a solution for the customer, even in a situation where our Store and employees were not at fault. I know that the majority of bridal stores would stand behind ‘All Sales are Final’ and not do anything or charge full price to re-order the dress. I know we did everything in our power to not only resolve this (which we have) and at the lowest possible price, just to cover some of the cost of the dress having to be re-produced in a new, larger size and have it shipped to us. We believe the resolution was fair and it was also agreed upon by [redacted], our customer. I know that what we have done is honest, reasonable and more than fair. At the time of the re-order over the phone, [redacted] stated to our Manager, [redacted], that the $50 fee seemed fair. At that time, [redacted] seemed happy and relieved that we could still get a replacement in time. We work with our brides to truly do everything we can to ensure their happiness and this was no exception.

Consumer

Response:

I have already sent a statement from [redacted] that clearly states what I have said in previous responses to be true and factual. That statement clearly states that she and I were not happy with paying an extra fee for their botch job, but did not have a choice because of the time frame for our wedding. Even if they don't consider someone that pays for the dresses with their credit card, and did this in person a customer, has us raising an eyebrow to Eva's ethics as a business. Clearly trying to get out of taking responsibility. Yes, I was at Eva's Bridal Center for all of the transactions. I have 7 bridesmaids that can swear to it. I talked to [redacted] and [redacted] in person several times in person at Eva's. For the measuring, and when we picked it up...for them to say I wasn't is an outright lie. [redacted] admitted the wrong dress size was ordered. I talked to [redacted] on the phone after the incident as well to get a hold of the manager ([redacted]), but [redacted] was never available until I said I was going to call the Revdex.com, or Contact 6, if [redacted] wouldn't talk to me. I asked [redacted] to have [redacted] call me after 5:00 because that's when I get off work. She called the next day at 1:00 knowing well I would not be able to answer the phone. I called her back, and the rest you know from my previous statements. All I can say is that we are both very unhappy with Eva's. They are being less than truthful in their latest statements. Doesn't matter If they think I'm a customer or not, My fiancé's statement was very clear of her being dissatisfied. We just had a death in our family, and we our very mentally, and emotionally drained. Tired of the run-a-round with Eva's poor business ethic, and deceitfulness. It looks like this issue will not be resolved, so we would just like to go ahead and put a negative mark towards Eva's Bridal Center. Hopefully we will have two dresses to pick up when the second one comes in as stated by [redacted] when I talked to her on the phone. Like [redacted] said, "They both belong to you, you paid for them." Maybe we can sell the short one for some of my money back. Thank you Revdex.com for being neutral, and hearing both sides of the complaint. I don't know how you do it :)

I had an appointment today with [redacted] and I could not be happier. I ended up purchasing the first dress I tried on, which she picked out for me. I tried on several dresses but ended up choosing my and her favorite, the first. She also helped me pick out a beautiful beaded belt that compliments my dress perfectly. She was extremely accommodating, which is wonderful because I am an extremely picky and specific person! Since I bought my dress on my first visit I also got a 15% discount! I will recommend Eva's to all my friends.

Review: I ordered a wedding dress which I know I signed paper work that it is non refundable but I would like my money back. I was advised based on my measurements to order a [redacted]. I informed the girl that I was in the process of loosing weight so I ordered a **. I have lost weight but according to my measurements should still not fit in the [redacted] dress and it is huge. My waist measures a [redacted]. These measurements were taken 9/6. I had measurements taken on 9/13 at another bridal store and as follows. [redacted]. Eva's quoted me 900 dollars in alterations which is insane after spending 1700 dollars on a dress. Also my bridesmaids were recommended to purchase insane sizes for their dresses. I firmly feel they try to scam people to order huge dresses to ensure alterations. I understand that you state no refunds but I want my money back. I will also be contacting fox 6 news to look into the matter. I have spoken with another bride from your location that is currently in the same situation.

This does not even begin to describe the poor customer service that I have received. When calling to express my disappointment with the dress I was treated fine. I went back on Saturday 9/13 to look at another dress from your off the rack. I was offered to purchase not exchange but purchase yet another dress. The women worked with me for over any hour showing me what mine would look like altered. Going over alteration pricing with me. I was told to come back on Wednesday to make a final decision on the purchase of the second dress. I went in on Sunday to look to see if there were other styles to try since I would be making the purchase of a second dress. [redacted] greeted me surprised by the fact that I was there. The supervisor that worked with me was rude and annoyed that I was back. She turned to [redacted] and said " I got it. We have to find her a dress in a very rude tone". I tried on a couple but was not happy. When I came back wed. The supervisor that said that was the day I had to come back to work with her was not even there. I tried on a few dreses but decided not to purchase the one off the rack as I have no faith or trust in your business. I came in on 9/20 to pick up my bridesmaids dresses and was greeted by the same rude supervisor. She said hi how can I help you. I explained I was in to pick up my bridesmaids dresses. She then proceeded to ask me if my dress had come in yet. REALLY!!!!!!!!! She worked w me for a couple hours by this point in the past week and she had no idea who I was. Then when checking my desses over there were spots on them.Desired Settlement: I would like a refund on my dress.

Business

Response:

[redacted] purchased her

dress with us on April 7, **14 and worked with [redacted], one of our

Managers. When [redacted] arrived and began

working with [redacted], she pointed to a dress and said “I’d like to buy that one”

without trying on any gowns at that point, seeming very impulsive. [redacted] asked if she was certain or if she’d

at least like to try on some dresses for the fit and style. She did, then, end up trying on the dress she

originally pointed to and liked it. She

decided to purchase that dress and [redacted] began to ring it up. As [redacted] was ringing up her original dress

selection, [redacted] saw another similar style dress and said that she would like

that one instead (without trying it on).

[redacted] then made the change in the transaction to this second dress

selection, but then [redacted] apologized and asked to look through some

catalogs. This was when she found a

third dress from the catalog, the dress she ended up purchasing, which was not

available in store to try on. The style

and fit was similar to the other two she was interested in that were carried in

the store, but there was more beading and a slightly different pattern, as

pictured in the catalog and explained by [redacted]. Based on this selection process and comments

[redacted] made to both [redacted] and [redacted] while trying on her dress and her final

interaction with our store, this complaint seems to be based more on the quick

selection process (not size) and unfortunately, not loving the dress as much as

she had hoped. Due to the bridal

industry being a made-to-order industry, all sales are final and non-refundable

because the dress is made to the specific size, color and style requested by

the individual customer.

At the time of

purchase, [redacted] measured [redacted]” in her bust (size **), **” in her waist (size **) and **” in her hips (between size ** and **, so we have to go with higher

measurement to ensure fit). As standard

policy in the bridal industry and as an authorized retailer, we must comply with the measurements on the

designer size chart and must recommend the size based on the largest

measurement (bust, waist, hips) to ensure fit in that area, which is why the

size ** was recommended. At the time of

measurement sign off during the purchase process, [redacted] did inform us and we

did take note that she informed us she was on a weight loss program to get back

to her original size and was confident she would do so by July 2015 (her

wedding time). As [redacted] completed and

explained our measurement and size sheet that each customer completes, reviews

and signs with their consultant during the order process, she explained that we

have to recommend the size based on her current measurements, but that

ultimately it is her decision on size selection. At that time, she decided to select a [redacted],

two sizes down from the recommended **.

On September 6, **14 when [redacted] came in to pay a portion of her balance,

she requested to be re-sized just to see where she measured due to her weight

loss. We did

re-measure her and she measured 39” in her bust (size 14), 34.5” in her waist

(between sizes ** and **) and [redacted]” in her waist (between sizes ** and

**). Based on these new measurements,

her measurements did decrease in all areas, however, the recommended size per

the designer size chart still would have been the size ** due to her waist

measurement, which includes ribs within measurement (which cannot be adjusted

with weight loss or gain). As explained

during her purchase when the measurement and size sheet was reviewed and signed

off on by [redacted] did explain that the other areas, if measuring to a

smaller size, may need to be altered to fit.

[redacted]’s dress

came in on September 11, **14 and she came in to try it on and worked with

[redacted] on September 12, **14. When

[redacted] saw her in the dress, it seemed to fit well in the waist and was just a

little big in the bust and hips, given continual measurement changes. But even with continual measurement changes,

having a smaller size would run the

risk of the dress not fitting in the waist and ribcage. At this appointment with [redacted], she seemed comfortable

with her dress and did not make any comments at this point regarding being

disappointed with it.

[redacted] came back

in the next day on September 13, **14, to try on the dress, again. [redacted] was not in that day, so she began

working with our other Manager, [redacted], who helped her get into her dress, but

also try on the other dress she initially liked and intended to purchase, which

now was on clearance, as it had been recently discontinued. The bride explained that she was uncertain

about her current dress and was re-thinking her choice, now seemingly

interested in one of her original selections that she decided not to go

with. Because the dress she seemed to be

considering was recently reduced on clearance, [redacted] offered to put the dress

on hold and give an additional 50% off to the already reduced dress if she

really wanted to change her mind and go back to her original choice regarding

her dress selection. [redacted] also offered

a payment plan to work with the bride so that she was happy with her gown

selection and also offered sewing in a new zipper and provide a new corset tie

back for free if she went with that sample dress. [redacted] kept comparing this original dress she

loved, but did not purchase, which was a size 14 and corset back (from a

different designer) to her purchased dress, which was a zipper back and a size

**. She wanted her dress to fit like

that dress (which was too small), but alterations would be needed to get it to

the specified tightness she preferred, as [redacted] and [redacted]’s friend both

commented on how her actual dress fit and looked good. The customer left seemingly happy that day

and even said that she loved [redacted], but was just not happy with the dress. After that day with [redacted] did come in

another day and saw [redacted], who was surprised to see her. [redacted] mentioned to [redacted] that she was

looking for a different dress because she hated the dress she had purchased. She worked with both [redacted] and [redacted] that

day to continue her search to find a replacement dress that she would be happy

with. She even made a comment to [redacted] that she liked the dress more and more every time she tried it on.

On September **,

2014, [redacted] stopped in to pick up her bridesmaid dresses since they recently

came in. At that time, she worked with

[redacted], again. [redacted] asked her if she had

made a decision on what she was planning on doing with the sample dress she

seemed interested in initially buying and now considering purchasing off-the-rack

for 50% off when she was in the last time.

It was at that time that the customer stated that she actually ended up

purchasing another dress from a different store and that she just planned on

selling the one that she ordered, since she did not love it. [redacted], then opened the bridesmaid dresses for

her to inspect and [redacted] mentioned that she saw a couple spots on the

dresses. [redacted] inspected the spots in

question and had a hard timing seeing what the customer was pointing out, but

did have a seamstress immediately remove the slight chalk remnants from the

manufacturing process that is used in the dress cutting process. [redacted] then took the dresses and left

seemingly happy, again, and that was the last time we heard from her, until

this complaint.

Regarding

alterations, [redacted] never received a formal alterations quote with any of our

seamstresses and no notes were recorded for any price quotes form a seamstress,

which is standard practice, as we would hold and honor that price quote until

alterations are performed. We can also

confirm that we have never had a price quote that high with any of our

seamstresses, regardless of amount of work performed on any bridal gown. Also, to avoid common mis-perceptions about

bridal alterations, it is explained and signed off on that alterations are not

based on the amount of material adjusted, but rather based on the type of

worked performed and number of layers on the dress. Sizing is mandated by the designer size

charts (and is not and cannot be suggest larger) to ensure fit in the largest

measurement. Alterations performed in

house are an additional convenience service that we provide that many brides

utilize, but the bride is the one who determines whether or not they get

alterations done through us and that is their choice.

To address the

bridesmaid sizing issue that was briefly addressed with her bridal sizing,

these dresses follow the same measuring protocol following the designer size

charts measuring to the largest measurement, which, again, is signed off on

that it is likely that alterations may be needed in any other body areas

measuring to a smaller size, as these dresses are made-to-order to a specific

size, not custom-made to each body area measurement. All of her bridesmaids were measured and

sized accordingly per the bridal industry standard and none of the bridesmaids

informed us of any concern with their dress size at the store.

Everything with

this order followed the proper ordering and sizing measurement protocol. The bride did select her own size and the dress

does fit well and as it should and she admitted to both Managers that she just

simply did not like the dress as much as she thought. Based on what we learned in our last

interaction with [redacted], as well, the refund request seems to be an attempt to

cover the cost of her new dress, which we cannot be responsible for, as this is

the customer’s decision to purchase a second dress and a completely separate

transaction unrelated to our store. At

no time was this escalated to another Manager or Owner, so this complaint comes

as a surprise when we have been working with her for weeks and each time she

seemingly leaves satisfied. Unfortunately,

we are not able to refund a made-to-order dress due to the fact of someone not

liking it as much as they thought they would or because they decided to

purchase another dress. Though our

policy does state that all sales are final and that there are no exchanges or

refunds, we still did make a ‘good faith’ effort to go above and beyond to

provide additional service and options for [redacted] so that she would end up

happy with her gown selection, thought it was beyond our contractual

obligations to do so.

Business

Response:

In regards to the customer’s response, the facts here clearly show

that there is no validity to this complaint.

As stated in our previous response, the customer was measured following the proper ordering and sizing

measurement protocol per the industry standard and designer size chart. The facts are that [redacted] was initially

measured at a [redacted] and even after re-measuring is still measuring at a [redacted] based on her waist measurement specifically, which is what was recommended. After re-measuring, her bust is a size 14 and

her hips measured between a [redacted] and 18, both of which align closely to her

selected [redacted]. Based on her current

measurements and her [redacted] selection, [redacted] did a good job estimating the

amount of weight she was going to lose between the time of her order and the

time the dress came in. It is important

to understand that in order to remain as an authorized retailer for each

designer, we, unfortunately, are not allowed to deviate from the designer size

chart recommendation at the time of order, as we need to ensure that the dress

will fit to the largest measurement (of bust, waist and hips). We cannot guess or estimate for a customer what

a future size would be, either smaller or larger, as it would be impossible for

us to know and would be breaking ordering and sizing protocol. [redacted] did review and sign off on the size and measurement sheet with [redacted] at the time of purchase which outlines

that all sales are final due to orders being made-to-order to a customer’s

specific style, color and size. She also

reviewed and signed off on her own [redacted] selection, which fits her well and

as it should now, as explained above. The customer agreement signed by [redacted] also

states that alterations would likely be needed, as she measured across three

separate sizes in each body area and that alterations are a separate service

and charge. Not all customers need alterations and some choose to have them

performed outside of our store, so we separate the charges for the dress and

alterations.

Even though the

dress does fit well and as it should, it was made clear to us by the bride’s

comments and actions during visits to our store that she simply seemed to have second

thoughts due to not loving the dress as much as she had hoped. She also explained

to us that she decided to sell the dress since she had already purchased

another dress from a different store.

However, even though she did not like the dress as much as she hoped,

which is outside of our control and does not warrant a refund on a

made-to-order dress, we still did want her to love her wedding dress in the

end, and exhausted all options to make that happen. Since she expressed interest in potentially

buying her original dress selection off the rack, as previously explained, we

offered this already reduced discontinued dress to her for an additional 50%

off, plus the addition of a new zipper and corset tie for free. We also offered her an option to meet with a

seamstress to have a free consultation to get a price quote specific to how she

would like her dress to fit (which she preferred tighter, like the smaller

sample she almost originally purchased), which she has not taken advantage of thus

far, so she does not have accurate information regarding what pricing would be to

make her dress fit to her liking.

Knowing that she signed off on her own size and understood that

alterations may be needed and at an additional charge, coupled with the fact

that her measurements show that a [redacted] fits better now anyway, the fact that

she is not even considering a free consultation reaffirms that she simply is

looking to recoup the cost of this dress since she does not like it as much anymore

and has already since purchased another dress.

And, we cannot be

responsible for a second dress purchase, as this is the customer’s decision to

purchase a second dress and a completely separate transaction unrelated to our

store.

Unfortunately, there

is not a sizing issue here with her dress (or her bridesmaid dresses), as the

facts show, and we are not able to refund a made-to-order dress due to the fact

of someone not liking it as much as they thought they would or because they

decided to purchase another dress.

Though our policy does state that all sales are final and that there are

no exchanges or refunds, we still went above and beyond to provide additional

service and options for [redacted] so that she could end up happy with her gown

selection.

Consumer

Response:

The experience I had at Eva's was wonderful. I worked with [redacted] and can't say enough about how helpful she was and how comfortable she made me feel. Not once did I feel rushed or pressured which has happen to me at multiple other dress shops I've visited. I'm sure all the Consultants at Eva's are wonderful, but I would recommend booking [redacted] personally, if possible.
I also loved Eva's amazing selection, not only in dress styles but also sizes. The majority of women are not a size 2 and I appreciated the range of sizes available to me at Eva's.
Eva's was a breath of fresh air. I would recommend it 100%.

The staff at Eva's Bridal was truly exceptional. I had shopped several bridal shops prior to purchasing my dress from Eva's. I was underwhelmed with the selection and service of these other shops. I felt right at home at Eva's. The staff was very helpful in assisting me while making my final decision for the most important day of my life. Thank You Eva's!!!!!

I had a great experience at Eva's. It was my first time looking at dresses, so I didn't walk in expecting to purchase one that day, but there was such an amazing selection, and my consultant [redacted] was so helpful, that I found the perfect dress that day!