Bridal shop not communicating

robedha_2

My friend is getting married next year and after going to several dress shops she found a dress she loved. She put a deposit on it and on 4 bridesmaids dresses as well as signing a contract. This was in February. Since then she's been unable to speak properly to the lady in the shop.
There seems to be a lot of problems with misplaced paperwork and cheques, she even had to cancel a cheque because they said they hadn't received it. Despite continuously asking for a sample of the material so invitations could be made to match she never received one. Her chief bridesmaid went into the shop to get a sample and all she was given was a swatch out of the colour guide, not exactly helpful.
The shop has promised to ring back time and time again but never do. Is there anything we can do to get my friend out of the contract and get her deposit back? She is now wishing she had never gone to that shop.

sammy_wheeler

has your friend been into the shop herself and talked to them?- if not then she needs to really- to restore her faith in the shop - could she try the dress on again? - to remind herself why she put a deposit down

robedha_2

We all went in for an initial fitting a few weeks after choosing the dresses which we had made an appointment for. The lady in the shop didn't even know who we were and had booked someone else in at the same time. Of course by then the deposit had already been paid.

sammy_wheeler

feel for your friend- its not good. but get her to go into the shop and talk to them- she may be sitting at home worrying- but she needs to do something to stop her worrying and hopefully going in and having an honest chat and telling them her worries will hopefully help

robedha_2

Thanks for your advice. She's going in as soon as she's able to. Not driving and having a two year old makes things difficult for her as she has to rely on other people to get there.

neenaww

May i ask which shop? Please PM if you like.

MrsDrink

I agree with Sammy - and I'm glad that you've said she is going in to see them. I'd want to tell them my concerns - and see what they say/do to rectify the situation and as Sammy says restore my faith in them. I don't know how you could get out of the contract - cause I am guessing there isn't anything in it that says she could get her deposit refunded if she wasn't happy with the service. But I'd be asking myself whether I'd want to carry on with the purchase or to call it quits and lose the deposit. I guess it comes down to peace of mind. (Perhaps no very MSE).

In my opinion no dress is worth shoddy customer service. One thing that sold me about my dress was the attentiveness of the bridal shop - I had sent them numerous emails before my appointment to try dresses on, when I arrived I gave my name and she remembered my emails, I tried on dresses and the atmosphere in the shop was really, erm, attentive, I was made to feel like the only bride in the world, had lunch and went to a different bridal shop - who told me about a bride who had sent them emails about tea-length dresses but never twigged that that was me. I then went back (unannounced) to try my dress on again, and I was made to feel just as welcome. Since I've ordered the dress I've had 3 emails from the bridal shop answering my random questions (including whether they think a pair of shoes would go with it!). I am so pleased to be buying my dress from them (rather than another stockist of that dress, or even a different dress) and to be giving them my money - especially considering how much it is.

I'm gutted for your friend - that she isn't having the same experience as I am.

Scotsbride

bridal shops often get their bussiness though customer recomendation I would mention to the bridal shop that you friend is unhappy with the service and you have friends relation that might be looking at dresses in the furture but unless you can get contact details and answers on questions / queries then they will be going elsewhere

prettyflamingo

i would also think about the fact that although you have paid a deposit and technically you may lose it, if they are not providing the service you are paying for then you may be able to try to claim that deposit money back. im not sure how difficult/simple that would be, but there is no way that a shop should be able to abuse the deposit practice by taking your money and not providing the service you should. this is surely a trading standards issue if you think about it- good should be fit for purpose, services should be as described. worth a thought, though hopefully going in there and having a word will sort everything out for you