ComplaintsforLilla's Bridal Boutique

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/26 I purchased a royal blue dress for $487.60 from LIlla's.The dress had to be ordered because they didn't have her size in stock. I was told I would receive a call when the dress came in within 2 weeks I called on 3/9 to ask if it had arrived and was told it did and they tried to call me but my phone was disconnected-not true. On 3/19 myself and my daughter went to pick up her dress.When she tried the dress on in the shop we noticed that the ribbon for the corset was missing. The female who was helping us went and got Lilla,Lilla told us that she would contact the manufacturer and get us a ribbon because it was indeed missing.She said it would be done on Monday 3/21 & someone would contact me to let me know when I would be receiving it. On 3/25 I called to find out what was going on because nobody contacted me.I was told that Lilla was not available and I was transferred to her daughter who informed me that nothing had been done yet, it got overlooked but she would call me back within the hour after she contacted the manufacturer.I did not receive a call, 3/28 I called & was told that someone would call me back again I did not receive a call back.3/30 I called 2x's was told that it was ordered but it would be 3 weeks until I could get it.My daughters dress had to be altered - Lilla called me back to tell me she was going to make one that I could use for her to get fitted. 4/20 I called to see where my ribbon was and was told by Ben that it was coming from China and it should arrive by her prom 5/14.I told him that I was told 3 weeks and that time was up and I can't wait for "should" I asked to speak with Lilla and was told she would call me.She did not so I called on 4/22 and spoke with Karen. Karen said she was going to contact the manufacturer to see where it was and get back to me, I asked for Lilla and was told she would call. 4/26 I called again and spoke with Ben who told me it was sent to me 4/20-no tracking info.This is unacceptable.

  Business response

  05/23/2022

  On 2/26/22 ***** ****** ordered a prom dress for her daughter ******* *****, special orders are the  most common method for purchasing prom gowns. Prom gown orders take anywhere from 7 to 10 days  to 3 or 4 months to come in. Ship times are never exact and are always quote as 'around' or 'about'  dates. I in this case the gown was expected to arrive in approximately 2 weeks. ***** and her daughter  placed the order for the gown on Sat 2/26/22. Vendors are not open on Saturdays so her dress was process with the manufacturer, ******, on Monday Feb 28th. Two weeks from Feb 28th was March 14,  this means the expected arrival date of her gown would be approximately March 14.  
  Her gown actually arrived 5 days early on March 9th. As the attached phone record shows, we  attempted to call ***** Dennis 4 times on 3/9/22 (12:45, 12:46, 12:47 and 12:49), the call would not go  through. When a call does not go through it creates the call time of 00:00 that you see in the phone  record. Compare the call times of 00:00 to all the calls made before and after we tried to reach *****; they all have times associated with them because the calls went through in one way or another. Notice  also that the call made at 12:41:35 shows a call time of 11 seconds. This is because the phone rang when  but the a short duration is shown because there was no voicemail set up. The calls to ***** were not  going through and our phone system was functioning normally.  
  On 3/19/22 ***** her daughter came in and tried on the dress that was ordered. At that time it was  discovered that the corset string was missing. We let her know that we would contact ****** on Monday  the 21st (during their business hours) request a replacement for the missing corset string. We realized  that was overlooked when ***** called on the 28th. The corset string was ordered immediately on the  28th. ****** let us know the corset string would be coming from the factory in China and the expected  arrival day was approximately 3 weeks which means it was due to arrive around April 18. As ***** stated  in her letter she was aware of the 3 weeks. Later in the day on Mar 28th news broke that China had a  second wave of COVID and began rolling out lockdowns (see news article attached). When this  happened ******'s China office had to close. There was no way for ****** here in the US to know the  status of the corset string. On 3/30/22 Lilla talked to *****, let her know there was delay and made her a corset sting for ******s daughter to use for her alterations appointment. Lilla made it and mailed in the  28th. She also let ***** know the corset string coming from China would be sent to her as soon as it  came in. Meanwhile ****** was working on getting the a corset string to ***** as soon as possible. On  4/20/22 ****** still was not receiving information from the China offices due to COVID, so they removed  a corset string from a dress in their warehouse and mailed it to *****.  
  ***** called and said she never received that corset string. Lilla instructed ***** to mail her a small pieced  of fabric from the dress so she could make a corset string that would match the gown. ***** did this, see  the attached note we received from *****. On the note and fabric arrive Lilla made 2 more corset strings.  
  She made them out of fabric that was a close match to the gown. She made 2 just to be sure one of  them matched. Additionally, Lilla found some ribbon that matched the dress as well. Lilla mailed the 2  corset strings and the ribbon to *****.  
  On May 12 the corset string from China finally arrived and ****** mailed that on to the customer as well. 
  We apologize the her gown came without a corset sting, we are also sorry that the second round of  COVID in China occurred during all of this. As you can see we did everything we cold to rectify the  situation which included sending ***** 5 different corset strings and one ribbon.  
  

  Sincerely,  
  Lilla's Bridal Boutique, Inc. 

  Customer response

  05/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I made multiple calls to the store to check on the status over and over again - I was told someone would call me back and they didn't.  I want some sort of refund for all the hassle with this dress - I should not have had to wait until a few days before her prom to have one of the main components of her dress. Lilla's is responsible for the items they sell - the item came short an important component and I had to keep calling to make sure that she would have it for the prom.  There was never any issue with my phone as the business knows because I contacted you every single time I called from that number.  I was told on numerous occasions that someone, I specifically asked to speak with Lilla and I was told she would call me back.  I spoke with *** on 2 different occasions and ***** as well and was told Lilla would call me back and she didn't call me until the 4th phone call asking to speak with her.  When I did speak with Lilla I was told she was never told that I called.  I would think that a business would care about their customers, this business clearly doesn't otherwise I wouldn't have had to follow-up so many times.  I should be given some sort of refund for all the hassle and unprofessionalism - nobody should have to go thru this and stress over it as long as I had to.  I did not receive one of the main components of the dress until the week of prom!! And it wasn't even the correct corset string - it was one made by the shop.  
  
  Regards,
  
  ***********************
  

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