Business ProfileforEva's Bridal

PLEASE STOP AND READ THIS BEFORE THINKING ABOUT COMING HERE. I cant give them zero stars because it wont let me. I cannot begin to tell you how frustrated and upset I am with this business. Im coming up on a month before my wedding, the happiest day of my life, and Evas Bridal Center has turned this into a nightmare. First they told me they were going to see what they could do to fix or address the issue. I was shaking, I had paid full price for a new wedding dress that was now damaged and they didnt know if anything was going to happen. I want home teary eyed that day praying that something would be done about my dress. The next day I received a call from an employee saying that she was calling on behalf of the owner. She told me that there was nothing they could do for the dress. She also suggested I go back for it and take it elsewhere to fix it because all sales are final. My jaw hit the ground, I didnt want to believe this was their response. I told her I wanted to speak with the owner and she blew me off saying she didnt know when the owner would be in but that regardless there was nothing they could do. I started getting upset and demanded they get n contact with a manager or the owner. The employee said she would pass my message to her manager. The manager called me the next day only to repeat what the first employee had already told me. She said it was my fault for not inspecting the dress thoroughly and i was on my own for having left the store with it regardless of how long or short I stepped outside. She claimed that once I signed out the dress they were not responsible for anything. I couldnt believe what I was hearing, you mean to tell me that you are willing to go back on your all sales are final policy only if it means increasing the dollar amount of the sale but youre going to enforce it when it convenient for you. The employees showed no empathy for what they had done to me and still refused to let me speak with the owner to this day

Respectfully, this customer has left out many important details regarding this situation. Context is crucial and we have taken the time to thoughtfully provide it here: This customer purchased her wedding gown from us late last year. The next day, this customer called the store in a panic of sorts. Speaking directly with ownership, this customer stated she changed her mind and really wanted a different dress she had tried on during her bridal appointment.Our team really felt for this customer in this specific situation, especially the bridal stylist with whom she worked. No one who works in bridal wants to feel as though a bride did not get the dress they really want for their big day.That said, the team spent a considerable amount of time evaluating our resources, and we ultimately granted this customer a one-time discretionary exception. We were able to update her order so that she could get the dress she wanted for her wedding. And in doing so, this customer was sent our sales contract and agreement a second time. This customer communicated zero oppositions to the documentation.When this customers dress arrived at the store, we notified her she had 14 days to come in and try her dress on and inspect her dress for quality - meaning that there were no rips, snags, tears, stains, irregularities, or missing elements. This timeframe and the associated customer responsibility is spelled out in our sales contract and agreement.This customer tried on and inspected her dress and zero imperfections were reported. This customer chose to leave her dress at our store, as we offer every bride the option to safely store their merchandise at our location until they need to take it out of the store for alterations, etc.Three months later, this customer came to pick up her dress. During the pickup appointment, this customer had the opportunity to inspect her dress again. She did so once very quickly. But when one of the stylists working that day reminded her how important a dress inspection is, and that once the dress is walked out of the doors it was no longer the responsibility of Evas, this customer opted to inspect the dress a second time and again zero issues were reported. This customer agreed all was satisfactory with her dress and removed her dress from our store, understanding Evas Bridal Center had met our obligations regarding her dress.It wasnt until after this customer had taken her dress out of our doors when we were no longer responsible for her merchandise that this customer says she located an imperfection on her dress, after, as she admitted, opening her dress bag inside her vehicle. It is important to reiterate that once a brides dress, or any merchandise for that matter, leaves our doors, we cannot be held responsible for it. Once it leaves our doors, we do not know, and cannot control, the environment to which the merchandise could then be exposed. The moment this customers dress left the store, it was her property and her responsibility.However, this customer proceeded to bring her dress back to voice her complaint.When confronted, the bridal stylists in the store that day said they would have to see what, if anything, could be done but that no promises could be made. This customer called the store shortly after and left a voicemail, which we have saved, stating that even if the imperfection on her dress could be remedied, that she wouldnt want it.This admission surprised the team because this customers wedding is quickly approaching. So, by stating that she didnt want her current dress, we began to wonder if this customer simply no longer had use for this dress.We considered all the information, and it was ultimately communicated to this customer that per our sales contract and agreement which, again, details customer responsibility along with the appropriate timeframe and environment to report quality issues that there will be no refunds.This customer spoke at length with management about this decision, which was passed down from ownership. And even after previously stating she wouldnt want the dress even if the imperfection she says located on the dress outside of our premises could be remedied, she backtracked and said she expected a credit toward alteration spot cleaning/dry cleaning services. Again, this confused our team because, per her own words on a saved voicemail, this customer wouldnt want the dress even if the imperfection was fixed. This customer then threatened multiple times that she would file a complaint with the Better Business Bureau if she did not receive some sort of compensation.It should also be noted that after we told this customer our answer regarding this matter was final, she then went on to complain about the measurements her stylist took, the fit of her dress, etc. The constant changing of circumstances is evident. All of it has left us confused and truly under the impression that no matter what we do, it will never be enough. We are very saddened by this situation, as we strive to make our brides happy. Our 76-year business history is strong proof of that. However, it is clear from these pertinent details that this customer has demonstrated a pattern of being incapable or unwilling to adhere to the sales contract and agreement particularly regarding customer responsibility all while expecting special treatment.We encourage this customer to consult a seamstress of her choosing, who can offer their expertise on how to remedy the imperfection the customer says she located on the dress after removing it from our store.While we cannot speak for others, we feel one would be hard pressed to come across a bridal store that would assume responsibility for and incur the cost of damage that's reported after the merchandise has left the doors. Regardless of all that has happened, we wish this customer a beautiful wedding and a very happy and blessed life.

Im glad they decided to respond to my review. However, I dont think they fully read my review because the points they were trying to debunk actually just gave my points more validation. First, I stated they went back on the original sales contract because it meant a bigger sale for them and they admit to it but called it a one-time discretionary exception which doesnt change the fact that they themselves contradicted their all sales are final policy. Second, they prove another one of my points to be correct and this time its about when I went to try on the dress when they got it in. I stated that when I tried it on it looked fine, I even took pictures of the dress with it on. So I have proof of what it looked like on and that it was clean and not stained, they agree to that much in their reviews response. Then they go ahead and completely get something so wrong that I would go as far as to say its a lie. I called ahead and set up an appointment for the date and time to go pick up the dress and the appointment was set with the associate ******. She must have been occupied with another customer because a different associate took care of me. She showed me where they had the dress and veil waiting for me in a bag, she unzipped it quickly and asked if it was my dress to which I said yes at a quick glance, then she proceeded to zip it back up right away. According to their reviews response they state the following During the pickup appointment, this customer had the opportunity to inspect her dress again. She did so once very quickly. But when one of the stylists working that day reminded her how important a dress inspection is, and that once the dress is walked out of the doors it was no longer the responsibility of Evas, this customer opted to inspect the dress a second time and again zero issues were reported. and that is simply so erroneous that I would call that a flat out lie. I was NOT asked to inspect it thoroughly and much less to inspect it a second time. If they are so confident in their claim then show us video security footage of their claim. They claim that they saved a voicemail recording of me, well in that case you should have video evidence to back up that previous claim is as well. They admit that my so called inspection of the dress was once very quickly because thats all the time I was allotted by the associate. Then they claim that they took everything into consideration when deciding not to do anything for me because she didnt want her current dress, we began to wonder if this customer simply no longer had use for this dress but what logical sense does that make when the dress was already paid for. Yet according to their iron clad all sales are final policy that means they wouldnt have returned my money anyways and still handed me over a damaged dress? We have been back and forth a couple of times now and the last phone call I had with their manager ******, which I recorded and saved, just goes to show you how little sympathy they have for the situation and that they had no intention on helping me fix or clean the dress. I have been under a tremendous amount of stress like I would imagine every bride is a month before their wedding and for a business who has been around for 76 years to not understand what Im going through nor try to help is frankly disappointing and insulting. I am not trying to take them for their money nor am I asking for special treatment, I am simply asking for the clean, new dress that I paid for. I want whats fair and with this review I want to raise awareness to other shoppers to be careful of business practices such as this so they dont go through what Im experiencing at the moment. In the upcoming days I will go pick up the dress and try to deal with this nightmare on my own. Its insulting to know they are wishing me a beautiful wedding day when theyre making me go through all of this.