ComplaintsforEden Luxe Bridal

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I ordered from Eden Luxe bridal On February19th 2023 with the expectation that it would take ***** weeks to create and ship to me, making it the beginning of the second week of June at the latest it would be here. It wasn't I followed up MANY MANY times each time given a different time frame and a different excuse as to why it is not here. I finally received it today and there are gems missing, glue everywhere, stones crooked, prongs broken and the entire row left uneven. These were also advertised as better quality stones than ********* crystals, which is abundantly clear is not the case either, these stones are more clouded and not as chatoyant as the beloved *********. This has been by far the worst buying experience of my life. The item is no where near the quality for the amount paid and not fully completed correctly. Please please please help me get refunded for this scam. It was to be my headpiece for my wedding that is in two weeks and now I have to try and pivot to something else last minute.

  Business response

  10/10/2023

  Hello BBB,

  I keep trying to respond to the complaint on the proper form and Im choosing Small for the photos so they will be small file sizes from my phone. I just tried to only attach just the video here and will send the rest of the photos separately and also pasting my response so I dont go over the 30 minutes.
  

  I just deleted the video and hoping that it works but I keep hitting proceed, and nothing happens. Are you able to assist?I attached the photos that Im trying to submit and the comments that Im also trying to submit back to the client in response.

  Please let me know how I can complete the response since its not going through.

  Thank you in advance for your assistance.

  Best regards,
  *******

  Hi ********* and BBB,
  Thank you again for bringing this issue to my attention.
  
  *********, as I mentioned when we last spoke on the phone the other day, I truly apologize for the additional length of time it took to create the one of a kind handmade ***** for you and the frustration you are feeling. 
  
  I know how stressful and extra emotionally charged things get right before a wedding having been a bride myself and also having worked with tens of thousands of brides over the past 11 years. I truly understand.??
  
  I uploaded a video and photos of the ***** that were taken right before it was packed up for shipping for reference and all of the stones were securely in place as were the settings. 
  
  Regarding the stone that dropped en routeas we discussed on the phone when you had called to ask how to reattach the stone *****s by their nature are delicate and sometimes a stone can drop if the post is particularly rough with a parcel or if it gets bumped or dropped at any point or even if it is accidentally handled or even in the excitement of opening it unwrapped in a way that can catch on a prong, etc.
  
  Thats why there are always extra stones included with *****s and there was a packet enclosed in the box, (just like extra buttons that come with shirts and extra packets of beads with wedding gowns??) and I also immediately overnighted more to you as well since the ones I originally included may have been missed in all of the tissue and discarded accidentally. 
  
  
  During the production timeframe when we spoke I had mentioned there were some very serious family medical issues that occurred with both of my parents and that did create delays in the production schedule. Again, I truly truly apologize - but unfortunately parents get older and life and medical emergencies and hospitalizations with complications can happen to them and even to me with winding up very ill all last week  and then in ER myself from severe food poisoning . and when it comes to custom handmade items that are very labor intensive and one among many many projects that need to be completed by an artisan who does not have a large staff of assistants, and many clients weddings that are occurring sooner, adjustments may to be made to timelines to meet everyones needs and wedding dates.
  
  I do realize the time before a wedding is super emotionally charged and stressful having been a bride myself and I am truly SO sorry that you are feeling so upset about the ***** and in the process.
  
  
  I know you were so excited to receive the ***** I after I texted you the video when I was finishing it up and you said you were so excited to get your ***** because it was so beautiful.
  
  As I mentioned when we spoke on the phone after the ***** arrived and I offered to fix it for you and overnight it back if you werent comfortable with putting a tiny drop of superglue in the cup setting and dropping the stone back in - I am still happy to help repair the stone that dropped en route, and fix anything that is of concern and overnight it back to you. I always want my clients to be happy and thrilled and 99% of the time they are. That is why I do what I do, I really do love making my clients happy.??
  
  Regarding construction - as we had talked about from the beginning, the ***** was made with simulated diamonds, which are not ********* crystals - simulated diamonds are a higher quality and different stone, and the accent colors would be done with ********* crystals which they were. 
  
  It is to be expected that there would be jewelers epoxy added to further secure the ********* accent stones because they are added in and are a different stone with small variances to the simulated diamonds that the settings are made for and to ensure they are secure. 
  
  As seen in the video of the ***** right before it was packed up, the ***** was beautiful and all was as it should be when it left the studio. 
  When the stone that dropped en route is popped back into the cup and the ***** is adorning your head along with your gorgeous gown and the jewelry you have that matches it - it will be stunning, as will you. ??
  Again Im happy to help in any way I can. 
  Warmest regards,
  *******

  Business response

  10/10/2023

  Are you able to see the video? Its only 8 seconds 

  now its not even going through - how do i compress pics / videos on an iPhone? 

  Business response

  10/10/2023

  Are you able to see the video? Its only 8 seconds 

  now its not even going through - how do i compress pics / videos on an iPhone? 

  Business response

  10/10/2023

  Another photo 

  Business response

  10/12/2023

  Hi ********* and BBB,
  Thank you again for bringing this issue to my attention.
  
  *********, as I mentioned when we last spoke on the phone the other day, I truly apologize for the additional length of time it took to create the one of a kind handmade ***** for you and the frustration you are feeling. 
  
  I know how stressful and extra emotionally charged things get right before a wedding having been a bride myself and also having worked with tens of thousands of brides over the past nearly 12 years. I truly understand.
  
  I uploaded a video and photos of the ***** that were taken right before it was packed up for shipping for reference and all of the stones were securely in place as were the settings. 
  
  Regarding the stone that dropped en routeas we discussed on the phone when you had called to ask how to reattach the stone *****s by their nature are delicate and sometimes a stone can drop if the post is particularly rough with a parcel or if it gets bumped or dropped at any point or even if it is accidentally handled or even in the excitement of opening it unwrapped in a way that can catch on a prong, etc.
  
  Thats why there are always extra stones included with *****s and there was a packet enclosed in the box, (just like extra buttons that come with shirts and extra packets of beads with wedding gowns) and I also immediately overnighted more to you as well since the ones I originally included may have been missed in all of the tissue and discarded accidentally. 
  
  
  During the production timeframe when we spoke I had mentioned there were some very serious family medical issues that occurred with both of my parents and that did create delays in the production schedule. Again, I truly truly apologize - but unfortunately parents get older and life and medical emergencies and hospitalizations with complications can happen to them and myself winding up very ill all last week and then in ER from severe food poisoning . and when it comes to custom handmade items that are very labor intensive and one among many many projects that need to be completed by an artisan who does not have a large staff of assistants and many clients weddings that are occurring sooner, adjustments may to be made to timelines to meet everyones needs and wedding dates. 
  
  I do realize the time before a wedding is super emotionally charged and stressful having been a bride myself and I am truly SO sorry that you are feeling so upset about the additional time it took to create your beautiful ***** and in the process.
  
  I know you were so excited to receive the ***** I after I texted you the video the other day when I was finishing it up and you said you were so excited to get your ***** because it was so beautiful.(see photos) 
  
  As I mentioned when we spoke on the phone after the ***** arrived and I offered to fix it for you and overnight it back if you werent comfortable with putting a tiny drop of superglue in the cup setting and dropping the stone back in 
  
  
  I am still happy to help repair the stone that dropped en route, and fix anything that is of concern and overnight it back to you. I always want my clients to be happy and thrilled and 99% of the time they are. That is why I do what I do, I really do love making my clients happy.
  
  Regarding construction - as we had talked about from the beginning, the ***** was made with simulated diamonds, which are not ********* crystals - simulated diamonds are a higher quality and different stone, and the accent colors would be done with ********* crystals which they were. 
  
  It is to be expected that there would be jewelers epoxy added to further secure the ********* accent stones because they are added in and are a different stone with small variances to the simulated diamonds that the settings are made for and to ensure they are secure. 
  
  As seen in the video of the ***** right before it was packed up, the ***** was absolutely beautiful and all was as it should be when it left the studio. 
  
  When the stone that dropped en route is popped back into the cup and the ***** is adorning your head along with your gorgeous gown and the jewelry you have that matches it - it will be stunning, as will you.  
  
  Warmest regards,
  *******
  

  Business response

  10/17/2023

  Hello BBB,

  Although the ***** was stunning as seen in the video and photos we have provided of the piece before it left our studioand despite that custom *****s are handmade and with handmade items there can naturally be small variances that are unnoticeable when a ***** is on. 

  Out of deep respect for my bride and wanting her to be happy on her big day I went ahead and processed a full refund for my client so she would have peace of mind 
  on her special day.
  

  I and my team wish her the most beautiful wedding day and a lifetime filled with love, health and happiness. 

   

  
  
  

  Business response

  10/28/2023

  BBB,
  Update:
  Because we truly care about our clients happiness we fully refunded this order even though there was absolutely nothing wrong with the *****. 
  
  
  See attached photos of the clearly INTACT and BEAUTIFUL custom ***** that the client is actually WEARING ON HER WEDDING DAY, because there was nothing wrong with it the very same one we were clearly manipulated out of over $1200 for.

  
  Please let the record reflect - that the very expensive custom ***** the client felt so upset and scammed over the very same one that the client claimed was arrived broken and was crooked and unwearable
  
  
  Was not only perfect and beautiful - but she actually WORE it on her WEDDING DAY and this claim was absolutely false and ridiculous. 
  
  
  *************************
  Founder/ CEO 
  EDEN LUXE Bridal

   

   

   

  Business response

  10/28/2023

  See photos of Client WEARING the PERFECTLY INTACT ***** that she claimed was broken and unwearable for her wedding day.

   

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