I tried to follow up on my oder that was estimated to ship to me on by the end of November. After two weeks of constant calling and emailing I finally got an email response saying House of Brides had received two out of my three items I had ordered and would follow up with the third item and get back to me.
This order was already 2 weeks past the estimated delivery date so I called them to find out what the issue was - it was the wedding dress that was not ready which I consider to be a huge problem.
I
t is virtually impossible to get through on either of their contact numbers but the second day a "live" person finally answered. Her tone right from the start of the conversation was not at all customer orientated. She left me hanging on the line for several minutes while she researched my order even though I had given her all the details so it should have been really easy to look up. When she finally did come back her response was that they had already emailed me to tell me the status.
I then tried to let her know that the response was not satisfactory as it still did not let me know why the order was two weeks late. Her reponse was that the delivery date they provided was an "estimate" and I should have read the confirmation - which I did but thought even though the delivery date was "estimated" they would at least be within a couple of days of that date. Apparently - according to House of Brides - estimated does not mean that at all - it means they will TRY to get it done by that date but cannot guarantee it at all.
This is the first time I have dealt with a company that does not consider an estimated date to be a really good indication of the actual delivery date. When I tired to explain this to the "customer service" representative she got extremely nasty - shouting over my explanation and then she eventually hung up on me.
This time should be a very special time for a bride - even though it can be stressful - but instead House of Brides has managed to turn it into something really unpleasant. I cannot understand how this company can still continue to do business especially when they say they pride themselves on their customer service. I would most definitely not pride myself at all if this the level of customer service I was satisfied with providing.
Http://www.houseofbrides.com/home.php
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