ComplaintsforBri'Zan Couture Inc.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a wedding dress from this business on 5/20/23. The sales associate assured me a Size 4 gown that I picked out would be loose in the knees and not tight like how pictured. They do not let you take photos of the dresses until you purchase them so I have proof of how they told me the gown would fit just the way I liked. I signed off to buy a Size 4 gown and veil in photos. When I went to pick up my dress from the business in January of 2024, the employees made me sign a pen pad saying I was picking up my dress and veil that day (I couldn't see language on the pen pad, but the employee said that is what I was signing). I was then asked if I wanted to try on my dress to which I already arranged prior to my visit. I went to try on my dress and it way WAY too tight and didn't fit anything like the original sales associated promised me. I told the associate I could never wear the dress the way it fit and I was told by the owner *** it likely didn't fit due to holiday weight gain. I am 110 lbs and did not gain weight. The dress fit way smaller than they told me it would. My veil also had pearls and glue all over it. They did not let me see my items before "signing the pen pad" so I was stuck with them. I returned the next day with my fiance and the manager **** hid in the backroom avoiding us for over an hour. When she came out she had blamed the dress being tight on maybe me "doing squats" and working out. She even said to fix it they could take it out and even cut up the train. Absolutely not, this was their mistake and I wasn't about to pay $2k to maybe fix the fit by cutting up the rest of my dress. No solutions were offered after multiple attempts to express my frustration. When I asked them over email to see what contract I had signed when picking up the dress, they returned a contract I had never seen before saying I thoroughly inspected the items before picking up which I did not. My last email went unanswered because they know what they did was wrong.

  Business response

  10/16/2024

  
  To Whom It May Concern,
  
  We greatly understand the significance of ******** wedding day and the importance of her bridal gown. Our goal at BriZan Couture is to ensure every bride feels special and supported throughout the entire process.
  
  After thoroughly reviewing Marisas purchase and fitting details, we would like to clarify the situation from our perspective. When ****** purchased her gown on May 20, 2023, we carefully took her measurements, which were: Bust - 31, Waist - 25, and Hips - 37. Based on these measurements and the size chart provided by Allure Bridals, a size 4 gown was selected with Marisas full understanding and agreement, as we do with all of our clients before placing any special orders.
  
  At her pick-up appointment on January 20, 2024, ****** expressed concern about trying on her dress, acknowledging that she had gained holiday weight. We would like to emphasize that at no point did we comment on her weight or body. Our team acted with the utmost professionalism, and the size 4 gown did fit, although it was slightly snug at the hips.
  
  Our alterations manager spent over 25 minutes explaining the available options, including letting out the dress by up to 2 inches, which is a standard alteration for a fitted mermaid style gown. Despite offering to make adjustments on the spot, ****** declined. During this appointment, she expressed that she regretted choosing a fitted dress style and preferred a different silhouette altogether.
  
  Following this, we retook Marisas measurements and noted a change of two inches in the waist and 2.5 inches in the hips since her initial purchase (attached are the measurement sheets from May 2023 and January 2024). We assured her that such changes are common and offered solutions to make her comfortable in her gown.
  
  After the appointment, Marisas mother called and spoke with our team manager and alterations manager and expressed her understanding of the situation, acknowledging the changes in measurements and thanking us for our assistance.
  
  The next day, ****** and her fianc returned to our store to further discuss the fit and sizing, during which time we had a 45-minute conversation addressing their concerns. Both ****** and her fianc left understanding why the size 4 gown was chosen and how it fit.

  While we have done everything within our power to address Marisas concerns, including offering solutions and multiple opportunities for alteration, it seems she has regretted her initial style choice rather than a sizing issue. We are disappointed to see this escalate to negative online reviews, but we remain committed to maintaining the highest level of customer service and professionalism.
  We take great pride in supporting our brides, and we sincerely hope this clarifies our efforts to work collaboratively with ****** to ensure her satisfaction at that time. 
  
  We firmly believe that we followed all procedures correctly and handled Marisas gown order by the book. The gown was ordered based on her initial measurements and with her full agreement at the time of purchase. At no point was there a mistake made regarding sizing or ordering. Rather, it became clear that ****** began to regret her decision to purchase a fitted gown.
  As ****** was aware from the outset, our policy is that all sales are final, and in an effort to receive a refund, she has made unfounded accusations that we ordered the wrong size. However, we have provided extensive documentation and conversations to demonstrate that this is not the case.

  We hope the Better Business Bureau understands that we handled this situation in the most professional and ethical manner possible. Our team went above and beyond to offer solutions to ******, and we remain committed to treating all our clients with respect and care. We kindly ask that the BBB take our side in this matter, recognizing our efforts and adherence to our policies.
  Thank you for your time and consideration.

  Customer response

  10/18/2024

   
  Complaint: 22417697
  
  I am rejecting this response because:

  This response from the business is not accurate and is full of deceit and lies. Im guessing that *** (owner of store) crafted this response, which is ironic because *** is the one that directly asked me during dress pickup if I had put on holiday weight when the dress didnt fit. Secondly, I absolutely loved the wedding dress I picked out and wanted this dress to fit the way they told me it would when I took a photo of it upon purchase. I never said I regretted the fit of the gown or the style (the new wedding gown I had to purchase elsewhere was a similar style). 
  

  Id also like to acknowledge that upon return to the shop the next day, the manager *** hid in the back of the store for close to an hour, hoping we would go away so she didnt have to address the situation. When we said we would wait there as long as we needed, she finally came out to chat with us. *** again hit on the weight topic and asked if I had been doing any intense workouts and that is why the dress was too tight. She herself said they could potentially cut up the train to maybe get the dress to fit. *******, who gave me the dress the night prior, was with me the whole experience upon dress pickup and knows how worried I was. When I returned to the shop the next day with my fianc she said that she agreed with my situation and would be worried too. She knew upon when I tried that dress on I told her I couldnt even walk in it. 
  

  I would also like to acknowledge that my mother called the store to express her deep concern about the dress situation and the store fat shaming me. I being 110 lbs did not gain weight from the time I tried the dress on to the pick up point. 
  

  My issue with the dress and store is that I was told by the sales associate Lily that the dress would fit the way pictured when I bought it, loose in the knees and not tight and assured me a size 4 would fit that way. The dress upon receiving did not fit anywhere close to the way they sold it to me and promised how it would fit. I would have had to lose 15- ***************************************************** and I hadnt gained any weight. I believe the sales associate Lily made an error in telling me the dress would fit a certain way when it would have been too small. 
  

  I would also like to acknowledge that the store never commented on the quality of the veil they gave me - not once. I wasnt able to use this as there is glue all over it and the pearls look low quality because of it. 
  

  You will notice that BriZan hasnt acknowledged that they made me sign a pen pad saying I picked up my items that day and thoroughly inspected them upon pickup when I had never seen that language before in my life. Why are they having customers sign anything before being able to view the items being picked up? There is a reason they dodged all of my emails asking for a reply on this and its because theyre not an honest business. Please sift through the ****** reviews and you will find brides in similar situations. This business is not A+ in my book and they took near $3000 from me for a dress that doesnt fit the way I was promised and a cheap veil that isnt of quality. I would advise any bride to steer clear of this store to ensure they dont have an awful, stressful experience like I did a few months out from my wedding date. 

  
  Sincerely,
  
  ****** **********

  Business response

  10/24/2024

  I am rejecting this response because:
  This response from the business is not accurate and is full of deceit and lies. Im guessing that *** (owner of store) crafted this response, which is ironic because *** is the one that directly asked me during dress pickup if I had put on holiday weight when the dress didnt fit. Secondly, I absolutely loved the wedding dress I picked out and wanted this dress to fit the way they told me it would when I took a photo of it upon purchase. I never said I regretted the fit of the gown or the style (the new wedding gown I had to purchase elsewhere was a similar style). 
  
  OUR RESPONSE: First and foremost, we would like to clarify that our business operates with the utmost integrity, and we take great pride in our nearly 20 years of providing exemplary service. At no point has our owner, ***, or any member of our staff, made inappropriate comments about a customers appearance. The claim that *** made such a remark is deeply concerning and inconsistent with our values.
  Regarding your gown, your measurements changed between the time of your purchase and your final fitting. This change was beyond our control, and we took every step to accommodate it as best as possible within the scope of your selected dress.
  Furthermore, during your interaction with ***, you expressed that you were no longer in love with the dress you initially chose, which we understand can happen. We are truly sorry that the dress did not meet your expectations at that point, but this was not due to any oversight or error on our part.
  As for the gowns themselves, the dress you purchased from us is a Mermaid style, while the gown you wore for your wedding was a Sheath, soft A-line ****** These are two distinct style designs, and we have attached photos for reference.  We value our customers and always strive to ensure they have a positive experience with us.
  
  
  Id also like to acknowledge that upon return to the shop the next day, the manager *** hid in the back of the store for close to an hour, hoping we would go away so she didnt have to address the situation. When we said we would wait there as long as we needed, she finally came out to chat with us. *** again hit on the weight topic and asked if I had been doing any intense workouts and that is why the dress was too tight. She herself said they could potentially cut up the train to maybe get the dress to fit. *******, who gave me the dress the night prior, was with me the whole experience upon dress pickup and knows how worried I was. When I returned to the shop the next day with my fianc she said that she agreed with my situation and would be worried too. She knew upon when I tried that dress on I told her I couldnt even walk in it. 
  
  OUR RESPONSE: We would like to address your concerns in the most transparent way possible.
  First, *** was engaged in a scheduled bridal appointment and was unable to leave until the appointment concluded. You and your fianc chose to wait during this time. We assure you that no one "hid in the back" in hopes of avoiding you. That is not how we operate our business.
  Second, *** is known to be a soft-spoken and respectful individual. She would never intentionally make inappropriate comments about someones appearance, and we find the suggestion that she did so disheartening.
  Third, *** is not a seamstress and would not have made any recommendations regarding alterations. Only our experienced seamstresses handle such matters, which is why we brought out a seamstress to assist you when you came in for your dress pickup. Our stylists and managers do not provide advice or guidance regarding alterations, as it is outside of their expertise.
  We truly regret that this situation has caused you distress, and we remain committed to providing the best possible service to all our clients.
  
  
  
  I would also like to acknowledge that my mother called the store to express her deep concern about the dress situation and the store fat shaming me. I being 110 lbs did not gain weight from the time I tried the dress on to the pick up point. 
  
  OUR  RESPONSE: We want to assure you once again that at no point have we ever, nor will we ever, fat shame anyone. That is not how we conduct our business, and we are committed to treating all our clients with respect and care.
  Regarding the conversation with your mother, it did not unfold as you have described. Since you were not part of that discussion, we believe there may have been some miscommunication or misunderstanding. The conversation between your mother, ***, and the seamstress focused on addressing the concerns with the dress, not on commenting about anyones weight.
  We hope this clarifies the situation, and we remain committed to assisting you in any way we can.
  
  
  My issue with the dress and store is that I was told by the sales associate Lily that the dress would fit the way pictured when I bought it, loose in the knees and not tight and assured me a size 4 would fit that way. The dress upon receiving did not fit anywhere close to the way they sold it to me and promised how it would fit. I would have had to lose 15- ***************************************************** and I hadnt gained any weight. I believe the sales associate Lily made an error in telling me the dress would fit a certain way when it would have been too small. 
  
  OUR RESPONSE: We want to clarify that the gown you received matches the fit of the size 4 as discussed at the time of purchase. We carefully reviewed your measurements with you when you ordered the dress, and both you and Lily agreed that the size 4 was the appropriate choice based on the designers sizing chart.
  We understand that the fit may not have been what you expected. However, your dress did zip and fit, though it was snug in certain areas. This snugness can be addressed with alterations, as the gown has additional fabric in the seams to allow for adjustments.
  We also believe there may be some misunderstanding regarding the weight issue. The claim that you would need to lose ***** lbs to fit into the dress appears to be an exaggeration, as the dress did fit your body but simply needed minor alterations to ensure comfort.
  
  
  I would also like to acknowledge that the store never commented on the quality of the veil they gave me - not once. I wasnt able to use this as there is glue all over it and the pearls look low quality because of it. 
  You will notice that BriZan hasnt acknowledged that they made me sign a pen pad saying I picked up my items that day and thoroughly inspected them upon pickup when I had never seen that language before in my life. Why are they having customers sign anything before being able to view the items being picked up? There is a reason they dodged all of my emails asking for a reply on this and its because theyre not an honest business. Please sift through the ****** reviews and you will find brides in similar situations. This business is not A+ in my book and they took near $3000 from me for a dress that doesnt fit the way I was promised and a cheap veil that isnt of quality. I would advise any bride to steer clear of this store to ensure they dont have an awful, stressful experience like I did a few months out from my wedding date. 
  
  OUR RESPONSE: First, regarding the veil, this is the first time we are hearing about any issue with glue or the quality of the pearls. The veil you purchased has been one of our best sellers for over five years, and we have never received complaints about its quality. It was inspected before pickup, and no issues were noted at that time. Had we been made aware of any concerns during your fitting or upon pickup, we would have gladly addressed them.
  As for signing the pickup slip, it is standard procedure for all our customers. The signature simply confirms that the items were collected. You had the opportunity to inspect your gown and veil before leaving the store, and if any concerns were raised at that time, we would have worked with you to resolve them. This process is in place to ensure that each client leaves satisfied with their items.
  Regarding our reputation, we take great pride in maintaining a 4.6-star rating with over 497 reviews after nearly 20 years in business. We work diligently to provide high-quality service and to ensure our brides have a wonderful experience. While we are sorry that your expectations were not fully met, we did deliver the gown on time, as ordered, and it fit according to the agreed-upon measurements. We did not receive any indication that a refund was warranted.
  Lastly, we understand that bridal preferences can change, and were sorry to hear that you were not fully satisfied with the style you initially chose. As a small business, we work tirelessly to make each brides day special, and we sincerely wish you all the best.
  

  Customer response

  10/24/2024

   
  Complaint: 22417697
  
  I am rejecting this response because:

  I would like to outline that this is not the first time the business is hearing about my veil quality. I very clearly mentioned this in my email I originally attached to this complaint. The veil quality was mentioned in writing on 2/28 at 8:08 pm within my email. The business did not acknowledge my concern with the dress or quality of the veil in this thread or in my ****** review written about six months ago. 
  

  Additionally, they will not acknowledge why they are asking customers to sign a pen pad with language that didnt appear on the actual pen pad that apparently states the customer thoroughly inspected merchandise that day upon pickup. Understand this could be part of processes, but why is signature being requested before given the opportunity to see items? 
  

  I do not regret picking the style of dress I purchased; I would not spend $2000+ on a dress and not be in love with it, especially for the most important and meaningful day of my life. What I am dissatisfied in is that the associate who sold me the dress told me it would fit as pictured and it doesnt, it never did upon pickup. The store should have told me to size up so it would fit like pictured. I again have not gained weight and Im ********************************************************************************** think I was the problem with me not fitting in my wedding dress the way I was promised. I was promised it would fit as pictured (again the store does not let you take photos of dresses until you agree to buy them, so they told me it would fit as pictured). 
  

  I feel BriZan did not care about me as a customer because I had already paid for my dress and veil following purchase. I am proud to share my experience as a customer and I hope no other bride has to experience what I went through a few months out from my wedding. 

  Sincerely,
  
  ****** **********

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Requested an order cancellation and refund via phone call on Tuesday, June 25 for a formal gown that was ordered Friday, June 21. The shop was closed on Monday June 24, so I left a voicemail for call back, which I never received so I called again on Tuesday. After requesting order cancellation and refund, I was informed that all sales are final and the order cannot be cancelled. I have attached the physical receipt provided at the time of transaction and no where on the receipt does it state all sales are final and no order cancellation is allowed nor was I verbally informed by the clerk of these terms and I have others with me that can verify. I have also attached a subsequent email that does include the terms but there is also a paragraph about cancelling an order which contradicts the no cancellation policy.There is nothing custom about this dress order and there is ample time to cancel, I was told it would take 3 months to arrive (late September, early October). I live in *******, ** and would have to have them ship to me once it arrives. The wedding is early December so after some thought, I decided that purchasing a dress locally that would be available sooner would be best as I will have to have it altered after receiving. I was in ********** for my son's church wedding and shopping with in-laws who live in **********.

  Business response

  06/28/2024

  BBB,
  
  Please see all attached files.  Our return policy is clearly stated on every document, sales contract and agreements with ******************.   In the documents she sent you, our return policy is clearly stated in full capital letters, "ALL SALES ARE FINAL", no returns, exchanges or exceptions.  

  Further, please see attached sales agreement that *********************** both signed our sales agreement accepting our return policy but also initialing the top of the contract after she was verbal told what our return policy is.  At no given time was she uninformed of our return policy.  Furthermore, our policy is stated next to our checkout register, in every fitting room wall and in every email communication we have with our clients.
  

  Unfortunately, her special order dress has already been ordered and confirmed as it was explained to her when she called our office 4 days after her purchase.  There is nothing we can do expect deliver her dress in the time framed promised 
  

  If you have any further questions or concerns, please feel free to reach out to us 
  Bri'Zan Couture

  Customer response

  06/28/2024

   
  Complaint: 21908623
  
  I am rejecting this response because:  The documents provided by the merchant were signed on the credit kiosk screen and again I was not verbally informed that the order cannot be cancelled.  The transaction took place Friday and I was at my son's wedding on Saturday.  They are closed Sunday and Monday.  I called Monday and left a voicemail for a call back, and no call received on Tuesday morning so I called Tuesday at 11:51 and asked the order be canceled which was 2 Business Days after the transaction based on their business hours.

  This dress is not custom...and from my experience, they only have "try on" dresses at their store, every dress has to be ordered and again there is nothing "custom" about the dress I ordered.   The excessive time for dress delivery (3 Months) causes me concern that it will be cutting it too close to my sons wedding celebration in early December as they will have to ship to me once they receive it and then I will need to have it altered.

  I find this no order cancellation policy is a bit ridiculous as I am sure most other patrons would especially if requested within the 3 Day Cooling Off Period. 
  
  Sincerely,
  
  ***********************

  Business response

  07/11/2024

  Our return policy is listed on the Kiosk screen as the client explained, however it is also printed at the front counter and placed in every fitting room wall.  Furthermore, when the client initialed the sales agreement, that was her way of acknowledging that the return policy was VERBALLY spoken to her.

  Second, we are NOT closed on Sundays as we are open 11am-5pm.

  The client was well informed of our return policy at the time of ordering her gown and her gown is on order.  We do apologize if she has had a change of heart on the gown, but she was well informed of our return policy in several ways prior to her purchase

  Customer response

  07/11/2024

   
  Complaint: 21908623
  
  I am rejecting this response because, Again I was never verbally informed of their "All Sales Final" policy...no order cancellation policy at check-out.  The signs she mentions were obviously never pointed out and not at all noticeable, I never saw the signs she mentions but I am not disputing they are there.  There were three others in my party and no one noted the signs and never heard a verbal warning of their policy during check-out.

  Second, she mentions they are open on Sunday, okay so they are open on Sunday, I still contacted within 3 business days requesting cancellation of the dress order.  I called Monday and left a voicemail then called back Tuesday morning; Tuesday was business day 3.  I have a hard time believing a comment she made during our phone conversation that as soon as the transaction occurs the factory receives a work order and implied the dress was already in production.  

  Lastly, the her stating this is a custom dress is a fallacy.  They have racks of dresses for patrons to try on, none for purchase.  All dresses have to be ordered and the dress I chose was off the rack and would take 3 months to deliver to Bri'Zan and then shipped to me to be altered.

  I find her arguments disingenuous and feel sick that I ever walked into her business now that I know her business practices.  The timing of delivery causes me great concern which is why I have requested the order be cancelled.  The more she pushes back and she stands firm on not honoring my request, then, every time I look at the dress I will be reminded of the bad experience and it will have a negative affect on my enjoying my sons wedding celebration. 

  Sincerely,
  

  ***********************

*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. ↩