Words can not describe the utter disgust and atrocity that I feel towards Valerie (Val) and her online wedding dress company, Valcollections (www.valcollections.com). As mentioned in another report, their service delivery level is minimal if not non-existant! It takes Valerie and her "assistants" up to 8 business days to get back to you. And when she does respond, she doesn't answer your questions specifically and fails to provide you with the details you require. Ladies, don't even try to attempt to call her! She never ever picks up her phone, and the voice mail message says "the best way to reach me is via email".
I ordered a 2008 Pronovias Nacar bridal gown from Valcollections on November 30 with an estimated ship date of April 22. At this time I paid a 50% downpayment ($430 USD) on the dress with the remainder to be paid prior to shipping. I originially had a shipping address to Vancouver, Canada (approx shipping cost of $60 USD).in April I kindly requested Val to change the shipping address to a family member in Bellingham, WA as some brides were experiencing difficulties with Customs officials. As this company offers free domestic shipping, it would save me some cash as well. At this time there were no problems.
I received an email from Val on May 21 (a month after my estimated ship date - again there was no problem as I still had plenty of time before my wedding date of July 26) saying that my dress had arrived in OHIO and that it was being shipped to me and that I would be getting a tracking number for the shipment. I then emailed Val to ask her for the remaining total of my dress (which should reflect the free shipping to Bellingham) as well as payment methods (e.G. Paypal, money order, etc). I received nothing. I did get a tracking number 3 days later! However, USPS had received no package from the sender. This is where I started to panic a little. They give me a tracking number but no package?
After several emails back and forth with her assistant, I got nowhere (her assistant has no idea what is happening). Approximately one week later I get an email from Val saying that she hasn't sent the dress because I have not yet paid. Well this was obvious, but despite my numerious requests, I received NO responses in return. Until finally, Val sent me an email (another week later) saying she sent an invoice to me. However, where this invoice was sent, to whom it was sent was another story. Upon asking her this information, again I received NOTHING!
After several emails to her requesting total $ owed and payment methods, she finally responded saying she sent the invoice and she doesn't know what else I need? Like its my fault or something! I'm in total awe of her approach and the fact that she is in the business all toghether!
In all this lack of service and communication, I did panic and decided I needed a backup dress, given Val's track record! So I went ahead and got a dress ordered and sent in rush delivery. I am now requesting a refund of my initial 50% deposit.in her last email to me she is telling me that because of her policies I have forfeited the deposit. However, had I known about her total lack of attention to brides and incompetent service delivery or communication abilities I would have NEVER ordered from her in the first place!
I've included the email exchange so you can see for yourself the type of responses I have received from Valerie and her assistant and their lack of service and attention to this matter. I apologize for the length of this exchange but I feel its VERY IMPORTANT for other BRIDES to be aware of the type of SERVICE you will be getting!
If you are a bride and even considering ordering from valerie - go elsewhere!!! I promise you that you will much much better off!!!
On 21 May 13:39: 12 -0400, ValCollections - Discount Wedding Dresses, Bridal Gowns wrote:
Dear Yas:
Thank you again for your purchase. Your order has been marked for shipping. You will receive tracking information in a separate email once this item has been shipped.
Please keep reading and learn how to get a free gift from ValCollections!
I hope you are satisfied with your purchase and my service. Please contact me if you have any comments, suggestions, or questions.
Feedback is extremely important and your testimonial is greatly appreciated. I know many brides rely on recommendations from other brides. For this reason, I'm greatly appreciative of anyone who promotes my services, company, and/or website. Anyone who leaves a testimonial in any forum for brides will receive a free gift from me — (garment bag valued at $20). Please let me know where you left a comment and I will send your free gift. Here are some links to a couple popular forums:
1. The Knot (http://www.theknot.com/)
2. Wedding Channel (http://www.weddingchannel.com/)
I hope to be of service again. Thank you for choosing ValCollections.
Sincerely,
Val
ValCollections
On 5/23/08, yas wrote:
Hi Valerie,
Is there a tracking # associated with this shipment? What is the remainder of payment that I owe you?
Yas
From: Yas
Sent: Wednesday, May 28 4:46 PM
To: Val Collections - sales
Subject: Re: Order Marked for Shipping - ValCollections Order #15011*
Hi there again,
Can you please provide an update on my order? I got a note from you last week that the dress was marked for shipping but heard nothing back about the tracking number or remainder of payment...
Please let me know as soon as possible
Thank you in advance for your cooperation and assistance!
Yas
On Wed, May 28 at 6:52 PM, Val Collections - sales wrote:
Hello,
Thank you for your message and I apologize if you did not receive the email with your tracking information.
Here is your tracking information once again. You are able to use this number at the U.S.P. S website. I have checked it for you though and it seems the post office has not scanned your item along the process to update the status. I am very sorry. I suggest you contact them to see if they have any recent information. Please let us know if you need any additional information.
Priority Mail
Signature Confirmation
I hope I've answered your question (s). Please email again if there is anything else I can do for you.
Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax
On Sun, Jun 1 at 9:43 PM, yas wrote:
Thank you Cecilia.
I did contact USPS and they said they received an email from you saying that the package was forthcoming but they haven't received it.
If USPS did make a mistake and didn't scan the package but sent it anyway, then it should have reached the destination (Bellingham) by now and that was 8 business days ago.
I would appreciate Val looking into this situation further.
Thank you
On 6/2/08, Val Collections - sales wrote:
Hello Yas,
I apologize for all the confusion. The dress hasn't been shipped yet because I do not have record of your balance being paid. I truly apologize about this. If you submitted balance, can you please let me know when it was so that I can track it?
I hope I've answered your question (s). Please email again if there is anything else I can do for you.
Valerie
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax
On Mon, Jun 2 at 11:22 AM, yas wrote:
Hi Val,
No I never submitted the balance because I never knew what the remainder of the total was. My order form reflects international shipping and now I am getting domestic shipping.
I wanted to get from you the CORRECT remainder of the total. I emailed several times to request this but heard nothing back.
Thank you!!!
Yas
From: Yas
Date: Jun 3 9:19 AM
Subject: Re: Order Marked for Shipping - ValCollections Order #15011*
To: Val Collections - sales
Hi Val,
I've requested my updated total from you several times now and I'm not sure why its taking so long to do so. I know you are extremely busy and do work off hours, but as you can see I am getting quite nervous about this situation and wondering if there is indeed a dress in Ohio at all! Please get back to me ASAP with the udpated invoice so we can get the ball rolling! I would really really appreciate it!
Thanks,
Yas
On 6/5/08, Yas wrote:
I'm really not wanting to be rude, but I'm getting no replies back from you ladies.
All I am asking for is an UPDATED INVOICE with the remainder of the balance!
If I don't hear back from you, then I'm going to kindly request a refund of my initial deposit. Ive tried several times to communicate with both you and Cecilia, and I've received NOTHING!
ITs really unfortunate that this is happening as I've spread the word and said many good things to other brides about your company!
Yas
From: Yas
Sent: Monday, June 09 12:11 PM
To: Val Collections - sales
Subject: Re: IMPORTANT! Order Marked for Shipping - ValCollections Order #15011*
I guess I will keep emailing you until I get a response!
On 6/9/08, Val Collections - sales wrote:
Hello Yas,
The invoice was sent this morning. I hope you received it. The gown is ready for shipping and will be shipped upon payment. Thank you.-
I hope I've answered your question (s). Please email again if there is anything else I can do for you.
Valerie
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax
On 6/9/08, yas wrote:
WHere was it sent? I haven't received anything? Did you email it or did you just update my order?
On 6/9/08, yas wrote:
I just need to know how much to send to you and your paypal information!
Can you just update my order online through the order link?
From: yas
Sent: Tuesday, June 10 6:44 PM
To: Val Collections - sales
Subject: Re: IMPORTANT!!! Order Marked for Shipping - ValCollections Order #15011*
Again! I just need to know the total remaining $
and details on paypal payment!
Hello,
I am very sorry we did not get you a response to this email sooner. I see that the balance in your account is $431.04. I am very sorry for the confusion and delay.
I hope I've answered your question (s). Please email again if there is anything else I can do for you.
Cecilia
Customer Service
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax
From: yas
Sent: Thursday, June 12 11:46 AM
To: Val Collections - sales
Subject: Re: IMPORTANT!!! Order Marked for Shipping - ValCollections Order #15011*
OMG!!! I've tried to be patient with you ladies. I requested a few months back that you ship my dress to Bellingham, WA not to Vancouver, Canada. The original order had the shipping to Canada included.
HOWEVER since I MADE this request to change the shipping address, and SINCE you include FREE domestic shipping, my question to you is:
What is the total remaining to account for free shipping???
The amount of $431.04 is the ORIGINAL AMOUNT REMAINING, where shipping was supposed to be to Canada!!!
I understand you ladies are busy BUT c'mon how hard is this???
On Wed, Jun 18 at 7:26 PM, Val Collections - sales wrote:
Hello Yas,
Listen, I'm sorry, but I don't know what else you are looking for here. I sent you an updated invoice and I don't know what else you need. Please pay it so that we can ship this item.
I hope I've answered your question (s). Please email again if there is anything else I can do for you.
Valerie
From: yas
Date: Wed, Jun 18 at 8:32 PM
Subject: Re: IMPORTANT!!! Order Marked for Shipping - ValCollections Order #15011*
To: Val Collections - sales
Valerie,
I have not received anything from you!!! As you can see in my email of JUNE 9 I had ASKED YOU to let me know where you had sent the invoice???
ALL I was asking is if you could update my order link to provide the NEW remaining balance, given shipping to BELLINGHAM (free domestic shipping) as stated in your policies page on your website.
Your assistant Cecilia emailed me on June 12 (6 days ago!!!) telling me my total was $431.04. AS MENTIONED BELOW this was the remaining total with shipping to Canada.
You have failed to provide me with this updated balance, NOR have you provided me with details on payment procedure.
I AM NOT REASSURED that I will get my dress, and I AM EXTREMELY HESITANT now on sending you anymore money given that it has taken you ladies ONE MONTH (May 21 was when you had emailed to say the dress had arrived!!!) to figure this out!!!
If you don't provide further details I AM GOING TO DEMAND a refund, otherwise there will definitely be repercussions for your business!!!
Since I didn't hear anything for 10 days I wrote this email. THIS WAS MY MOST RECENT EMAIL REQUESTING A REFUND:
Date: June 23
Time sent: 11:36am PST
Dear Valerie and Cecilia,
It's very unfortunate that it has come to this point. I have been very patient with you ladies. Since your initial email of May 21, your subsequent email responses have been very vague and do not specifically answer my questions. Your level of communication and service delivery has been limited if not non-existant at times, taking up to 8 business days to respond. When you do respond, again your emails are very unhelpful and do not adress my questions specifically.
I have told you on several occasions that I was becoming extremely hesistant about sending you the remainder of my payment (my initial deposit of over 50% was $430 USD) and I was not getting any reassurance from the two of you that indeed you did have my dress and that I was going to be getting it. Not only did you indicate on several occasions that my dress had already been shipped (providing me with a tracking number of a package that was never received by USPS), but you also failed to indicate appropriate payment information at any point, despite my request for an updated TOTAL and payment methods.
I am completely in awe of your lack of attention and communication to this matter and am shocked that you are in the bridal service industry at all!
I have gone to the efforts of finding another dress and am kindly requesting a REFUND of my $430 USD.
This was the response from valerie (i"m still in shock over it!)
On 6/26/08, Val Collections - sales wrote:
Hello Yas,
Thank you so much for your email. I'm very glad you've found another dress. However, as per our cancellation policies, you have forfeited your initial deposit. The dress arrived and has been ready to be shipped to you for WEEKS. You requested a different total and a new total was given to you. You have continually written about a new total when one has already been provided. I apologize, but at this point I don't know what exactly it is that you are arguing. Does this truly come down to a few dollars? If so, I'm flabbergasted that you'd go through the trouble of buying a new dress instead of simply paying your balance so that we can SIMPLY ship your dress. Very odd.
Well, good luck to you. I truly wish you the very best.
Valerie
ValCollections
(858) 220-7462 Phone
(858) 220-7463 Fax
And my final email to her!
Thursday, June 26th
sent: 2:37pm PST
Hello Valerie,
Thank you for your email. I'm actually surprised that it only took you 3 business days to get back to me and not longer, as past track records have indicated.
Yes I requested a different total of remaining payment given the shipping address to Bellingham, WA. However, THIS WAS NEVER provided to me. You told me this was provided, I asked you where you sent the invoice. I got no response. I asked you for an updated total to my marketworks order link. I got no response. I have NOT received an updated invoice from you! I received ONE (1) email from CECILIA stating my remaining total was $431.04, which is the OLD total.
Valerie, this is NOT just a matter of a few dollars. As you stated on your website "apprehensions are normal in purchasing items over the internet. However, with ValCollections you don't have to worry. I'm here to answer any questions you may have about any bridal gown/wedding dress. Your shopping experience is risk free. If I make a mistake, you are assured to receive a satisfactory response" Well this is certainly NOT true as I mentioned on several occasions that I was hesitant about sending you the remainder of my payment especially when you didn't respond to emails, and when you did respond several several days later your emails were vague and didn't answer any of my questions.
Then there was the whole shipping issue. YOU sent me a link saying that my dress had been shipped on May 21. I asked you for a tracking number. Cecilia sent me the number 3 days later. There was no package received by USPS. I called USPS to find out what was going on and they hadn't received anything from you. You emailed me one week later saying the dress hadn't been shipped! SO WHY WOULD YOU SEND ME AN EMAIL IN THE FIRST PLACE saying that it indeed had been shipped?
I asked you 5-7 times about payment methods and again I received no response! DO YOU REALLY THINK I WAS GOING TO HAND YOU OVER THE REST OF MY HARD-EARNED MONEY THAT EASILY? Yes, if you had responded in a timely manner, responsed to my questions with the details requested and provided me with the reassurance that I needed, I would have no problem providing you with payment.
I understand that you have your policies to adhere to. However, given the fact that this has definitely NOT been a pleasant transaction and you have not provided the level of service that you CLAIM to provide, I would appreciate you processing this REFUND.
Valerie, I have all the email exchange and communications between you and I documented. I am not inventing something that has not happen, the situation is very very clear and I'm requested that we solve this before it gets worse.
Much obliged,
Yas
Yas
Vancouver, British Columbia
Canada
0 comments