We ordered my daughter Elisabeth's wedding dress on November 8th for a June 6th wedding. We were given a ship date of April 10th.
On April 7th Liz e-mailed to ask the status of her dress. Several days later she received a reply that there was going to be a 1-2 week delay but could not give a definite delivery date.
Liz informed ValCollections that she felt she needed to purchase another dress to have the time to have alterations done. On the 18th of April she received a reply from Cecilia in customer service stating "we are pleased to provide you the refund, we definitely don't want to leave you without a dress!"
She went on to say - "Because of the amount of time that has passed the system is unable to provide you a refund directly to your credit card, please let us know another way you would like to receive the refund. We are able to provide you payment through PayPal, money order, wire transfer etc. We will wait for your response and process it right away." We requested the refund in the form of a money order.
On May 16th I e-mailed again asking for my refund. I received a response 4 days later explaining they could not send a money order and needed my credit card information again in order to give me the credit as it was over 90 days and they no longer had the information. I responded that I did not feel comfortable sending cc info in an e-mail and requested that she call me directly.
I e-mailed again on the 21st, got a response from Cecilia on the 22nd and heard nothing until June 2nd. Val then apologized for the delay but claimed "all the circuits were busy" and she would call later that evening. I e-mailed again on the 4th saying I appreciated the apology but have not received a call, e-mail or refund!
I waited patiently and e-mailed again on the 17th of June. On the 18th I filed a complaint with Better Business Bureau on-line which was forwarded to the San Diego BBB. I sent Val a copy of my complaint in hopes it would spur her to action but I have not heard a word form her since June 2nd. I have e-mailed and called over and over and over.
The San Diego BBB got a response from her stating:
"Unfortunately, we have been unable to process several refunds made by credit card due to their age in our system. We continue to work with individual credit card companies for the refunds to be processed. At this time, this is out of our hands and we need to wait for their responses. I'm so sorry."
My question is how can they be dealing with individual credit card companies when they no longer have the information???
Please do not order your dress from this company. I have never experienced such poor customer service. They should be ashamed of themselves. Weddings are a stressful enough time without the added burden from them.
Our wedding is now 6 weeks past and I still have not received my refund of $549.83. I hope to get some help from the BBB but if not I will continue to pursue this in any way that I can.
0 comments