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Review content:
We regret how Robyn views her experience, but her story is lacking some important details. She ordered a custom Bill Levkoff bridesmaid gown through our store, to be worn as a wedding gown. She signed a sales contract stating that purchases are final. When the gown arrived in the store, she tried it on and was happy with it; the zipper worked perfectly . She was happy with every service we provided her the entire time her gown was with us. We even helped her by reducing the price of her alterations by half because she was having financial trouble.\r
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Robyn had two fittings and tried her gown on in our store three times; every time her zipper was fine. When she picked up her dress, she signed a release form stating that she had inspected the gown before taking it home. \r
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We stand behind what we sell, and the companies we deal with are well-respected designers with whom we’ve never had problems. \r
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After her wedding, Robyn called to complain that the zipper on her gown had broken when she tried to put it on. We were sympathetic, and asked her to bring the gown in so we could see what had happened. When she came to the store, Moni checked the zipper and the gown. It appeared to have been forcefully separated; the zipper was broken and the fabric at the base of the zipper was torn. \r
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At her request, we called Bill Levkoff. They said they can’t give money back for gowns after they leave the store. Gowns and zippers can be mishandled, and they agreed that it is not the responsibility of the designer or the salon, especially once the gown has been tried on and zipped up three times in the store without problem. They did not refund Robyn’s money. \r
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A few days later, after several harassing calls and threats to get a lawyer and a news crew involved, she came back to the store with her husband and kids, again demanding a refund. She was loud and rude to our customers. She wanted us to call Bill Levkoff again, and we did. They again denied her the refund. She demanded that the store refund her money, and although not at fault, we agreed to give Robyn her money back. \r
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As she and her husband were waiting for a refund, her son came from the back of the store. Robyn said to him, “Did you pee?” He said, “Yes.” She said, “Where did you pee?” and he responded, “On the floor.” “Good boy,” she said, as she left our store laughing. Our staff checked the restroom after they had left, and her son had urinated all over the floor. We were kind and helpful every time she was here and we did as much as we could about the zipper issue. Clearly vandalism is not the way to deal with an unfortunate situation. \r
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Once someone leaves the store satisfied with their gown, damage after that point is not something that bridal shops can be responsible for. We hope that she will consider the effort we made toward satisfying a situation that was out of our control.
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