ComplaintsforKleinfeld Bridal Corp.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The transaction took place in April 2023 and June 2023. Amount Paid to Kleinfeld - $1300.00 The business committed to provide me with a wedding dress before my wedding date I asked to be sent to a supervisor many times and was refused access. I found executive staff through LinkedIn and reached out via email. Kleinfeld employee *********************** called and verbally assaulted me over the phone for a mistake that she made in July 2023 when she took my final payment. Due to the wrong information being given to me on the phone by ****** in July of 2023 and then a confirmation email coming in in January about my dress arriving, which also did not state there was a remainder balance that needed to be paid. I called to have my dress shipped in March to be told there WAS a balance plus an additional $1000 in "taxes and shipping costs".Due to the communications and emails and texts from Kleinfeld I was under the impression my dress was paid in full - because that's the way it appears. None of the texts say to pay off your remaining balance, the emails for the dress arriving did not say to pay off your remaining balance. I was misled by the employee, abused, and never received my dress. Their attempts to work with me didn't help me or resolve the issues I had with my experience. This decision truly solidifies why I can not support their company. This is not the way to treat customers or brides. The lack of accountability is really astounding and sad that their own failure to have systems in place could have prevented this from happening. I didn't get married in the dress of my dreams because of this.Keeping my entire deposit and not giving me any thing back is truly unacceptable.At the very least I should get my deposit back for having wasted so much time and the emotional distress this has caused. They have not responded to my claims and they misrepresented the situation to the bridal designer. They have not responded to any of my emails.

  Business response

  04/25/2024

  Hello, 

  The attached order was ordered on behalf of *****************************. Client signed a sales contract for sales order ******** on 4/27/23 for the purchase of her wedding gown.  The client paid her bridal order deposit in installments.  The payment that completed her deposit took place on 07/05/23.  Our financial services team explained that all payments collected in 2023 only amounted to the deposit being completed on 07/05/23 with all transactions being authorized by the client.  We are unable to release her gown until the balance is settled. Kleinfeld offered the client a payment plan and in addition to a payment option through Affirm.  The wedding dress cannot be returned to the designer as it has been delivered to Kleinfeld.  We are open and willing to work with our client in setting up a payment plan. 

   

  Best, 

  
  ***************************;

  Kleinfeld Bridal

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Please Kleinfeld, stop misrepresenting the situation. They lied to the designer and manufacture of the dress telling them you were in contact with me when zero emails have been answered since I was offered $100 off for shipping. They have lied and misrepresent the situation to try to evade accountability. It's truly disgusting this behavior considering my wedding has already passed and its beyond comprehension as to why I would STILL PAY FOR THE DRESS!!! THE WEDDING HAS PASSED AND THEY KNOW THIS! 

  ********************************* acknowledged the mistake  on the phone with me and took accountability (but refused to do so in writing because obviously that would make a paper trail) and said she would make it right and then told me "I'm going on vacation, but I will make this right." Then proceeded to tell me to take out a loan or ask a family member for money to correct their mistake so they wouldn't have a record of their misstep. *********************** was more concerned about her vacation than helping a bride who was wronged by their mistake. 

  This does not resolve my problem and this business ruined my wedding dress experience and now has refused to provide a refund or the item prompting me to spend more money and ship a dress to me because of their refusal to acknowledge and correct their own mistake in writing. Even lying to the designer (which I have screenshots of). They did everything they could to make sure I didn't get my dress and as a minority bride I had already felt uncomfortable and discriminated against while IN the salon. It is not the clients responsibility to pay the business because the business decided "there is more money owed after we told you there wasn't."

  I was verbally assaulted multiple times by employees and I have noted the verbal abuse I received and the emotional distress on many occasions with no accountability. This attack and emotional turmoil caused by this distress less than a month before my wedding all to have it ignored and continued to be disrespected is intentional. This business should not get away with this. 

  I have emails and phone calls that show there is no accountability for the businesses lack of business practices. The business has refused to email me back over the past three weeks with another solution knowing the one they provided is less than acceptable. I continued emailing with no response until I put in a complaint with the BBB which was suggested to me after posting a video of my experience on TikTok which now has over 267K likes. I am not alone in this situation and Kleinfelds reputation can not be covered up by "good PR" any longer. 

  There was NO payment offered to me which enabled me to get my dress in time because of the lack of information telling me about any remainder do. Why would I want a wedding dress AFTER MY WEDDING!? Is that a solution to the problem? This is by far the worst customer service I have ever seen and I have worked in hospitality for nearly two decades.

  I want my money back. I was never going to receive this dress and Kleinfeld did everything possible to not allow me to get my dress. This business is not trustworthy, lacks accountability, and refuses to correct their mistakes. 

  This business needs to be held accountable because they are doing this to many other brides. There is an entire thread online about #kleinfeldsbusiness practices and how many people are upset with the treatment they receive. 

  This is not an acceptable solution and does not in any way resolve my issue. I want my money back. I want a formal apology and I want this business to be held accountable. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/23/2024

  Dear ********, 

  We hope this message finds you well.
  While the signed contract and terms state that a deposit will be forfeited if a dress is canceled, we want to address your concerns.  Without admitting fault and under a full reservation of rights, we will override our forfeiture terms and make an exception to resolve this matter. 
  We understand that your wedding has passed, so please let us know which of the following options you would prefer. We can either 1) waive your final payment and ship the gown to you or 2) refund your dress deposit. 

  
  We will follow-up with next steps once you provide your preferred resolution.  

   

  Best regards,

  ***************************;

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of sending my deposit back to me in the amount of $1,300.00 is satisfactory to me and the matter will be resolved upon the receipt of the funds.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchase a veil on 12/5/2023 and have not had any correspondence-confirmation anything. Attempts to reach them to inquire went unanswered. We filed a complaint with the credit card company after which they reached out. We want a refund for the partial payment of $750 due to their lack of communication and seemingly fraudulent business practices.

  Business response

  04/09/2024

  Hello, 

  This complaint refers to Kleinfeld sales order ******** purchased on behalf of ***********************.  The purchase date was on 12/03/23.  No email or phone call was received from the client asking to cancel her wedding item within the 48hour window which is stated on the sales contract.  Client alerted our client services team of a request to cancel on April 8th, 2024, which is past the 48hour cancellation window.  Attached is a copy of all signed paperwork by the client as well as ******************************** with acknowledgement of the terms and conditions of this order.  The order has already been placed with the designer and cannot be canceled at this late time since it is already in production.  The client on record *********************** will be notified by text and email once her order has been delivered to Kleinfeld.

   

  Please feel free to let me know if there are any additional questions. 

   

  Best, 

  ***************************;

  Kleinfeld Bridal Salon 

  Customer response

  05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I just received my letter with the response from Kleinfelds and went to respond as directed but got a notice that the case was closed.  Their response was not honest, the only time the responded to our attempts to find out where he veil was, happened after my credit card company contacted them.  They never responded to our multiple attempts to reach them.  And does a contract mean they are allowed to take our money and provide no product?  This is extremely unfair.  They lied and stole from us as we have given them *********************************************************** any updates about the product!!

  Yes I would like it reopened.  I was informed the case was resolved and no it is not.  Yes I would like it to be reflected in the official complaint, that this was not resolved, the company has taken my money and I have no product.  They shared the contract which states I paid for a veil and have no recourse, a veil that I have not received.  They also stated that we spoke April 8th, this is a lie we have been trying to contact them with no response.   We have yet to receive any communication from them.  The contact on April 8th was with my credit card company with whom I filed a dispute.

  I received the letter from you, stating if I didnt agree to file a response,  a week after it was closed with no ability to respond to Kleinfeld's lies. 

  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/10/2024

  Email dated 04/07/24 is the only email received from our client requesting to cancel her veil purchase.  There are no emails or communication from client requesting to cancel prior to 04/07/24.  As the client's signed sales contract states, cancellation requests must be received in writing and there is a 48hour period after the order has been taken to do so.  The item remains in production and is due to be delivered to Kleinfeld.  Kleinfeld will alert our client once her merchandise has been received at our store. 

   

  Best regards, 

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

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came in for my dream wedding dress back in September when I originally thought my wedding was going to be in January. I got a dress I didnt like and then went back and switched to a ***************** dress with some customizations on it and rush delivery. My wedding ended up moving dates and I was able to have my dress altered by Kleinfeld. Fast forward to my final fitting, I noted that something was poking my upper legs and that the bustle didnt sit right - some parts of it were up and other parts of it were down and could be stepped on. I informed Kleinfeld and was told that that is the style of this dress and that nothing would happen. I trusted what I was told and had my dress picked up for my wedding on March 22nd, 2023. At my wedding, the dress poked me all night. The bustle didnt is sit right and would keep falling down. People were able to step on my dress to the point that it completely ripped and my legs were slashed given there was PINS in my dress where the underskirt was. A dress from Kleinfeld, the most notorious wedding dress manufacturer and the dress ripped?! The dress had pins in it that cut open my leg and left a scar that took months to heal. I spent the better part of my wedding having my bridal attendants try to safety pin the dress up so at least I could continue my wedding for the time being and at one point, I even had to have someone cut my $10,000 dress because it was just dragging on the floor at that point. Can someone please tell me how something like this happened? How there was no quality control and the client wasn't listed to and told that the dress was good when it clearly was not. Because Im appalled that my dream wedding was ruined. I put my faith in your company and this was my result - a defective poorly made dress. I even emailed and no one responded to me. I would appreciate an apology and some kind of compensation and for the dress to be fixed. Thank you, ****.

  Business response

  08/02/2023

  Dear ****, 

  Order: ********

  Thank you for raising this issue to our attention.  I will be contacting you separately via email so we can make arrangement regarding the inspection of your wedding gown. 

  I appreciate your patience and we will be speaking soon regarding next steps. 

  Best, 
  

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

   

   
  

  
  
  

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  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. ↩