House of Brides Online - NO CUSTOMER SERVICE, WILL NOT CANCEL MY ORDER OR REFUND MY MONEY!!! Internet, Illinois

I called House of Brides at 605-271-4530 on Thursday, Feb.17th BEFORE I placed my order online to verify I'd get the 9 dresses I needed in time for event.  Was told if I pay $25 per dress for rush shipping from the designer to the vendor and then pay for express shipping from HOB to me, I'd have by April 10th in time for my April 30th event.  I placed my order on Friday morning, Feb 18th.  Another lady who was ordering for my event called on Tuesday to place her order over the phone and they took her payment, then told her she needed to call another number to speak to the rush shipping department to make sure she would receive hers on time.  When she asked to speak to a supervisor, she was told there was NO WAY she would receive the dress on time even with paying the extra shipping charges.  She then asked to cancel her order and was told they would be refunding her money.  She then called and told me what she found out.  I immediately called HOB at the only working number for the website at 605-271-4530 to inquire about my order.  The employee, to my surprise, said they would not be able to meet that date and I would not receive my dresses by April 10th or before my event for that matter.  I told him that wasn't acceptable, as that was not what I was told before I placed my order.  I then asked if I could cancel my order and be refunded my money.  (This was only 2 business days after I placed my order and 1 of those days was a holiday)  I was told that that wouldn't be a problem, but he would have to take a message and have a customer service representative return my call to get my order cancelled.  I felt at ease. 

However by Wednesday morning, Feb 23rd when I had not received a call back, I again called that number only to find out they had no record of my conversation from the day before.  The lady employee that I spoke too was sympathetic and noted the entire situation on my order and also since there is lead time on making the dresses after the order is placed, said she put a note on the actual order to the designer that this order was being cancelled so the order wouldn't be started.  But she also said that she would have to have a Customer Service Representative return my call but said she marked it as URGENT so that I would get a call back that day.  I was beginning to feel suspicious at this point.  By the end of the day Wednesday when I STILL had not received a phone call back, I again called the same number.  (I had already searched the internet and called every other number listed and either were not in service or they were the actual HOB stores that have no infomation for orders placed on their website).  I talked to another employee and again explained my situation, although I did verify that she could see the notes that the previous employee had entered on my ordered.  I asked if I was not getting a call back because my order was a large one and they did not want me to cancel it.  She said that its my order and if I want to cancel it I can, but again would have to have someone call me back.  She verified my name, number, email and a time to be reached (which I responded to with anytime, day or night, I will be available).  She also marked my note as URGENT. 

By Thursday, the 24th, I still had not received a call.  Was given the same information, they verified my information and waited for a call.  I called my bank at this time to talk about opening a dispute with House of Brides because of the incorrect information given to me in the beginning and now not being able to speak to anyone concerning my order.  The employee at the bank found a working number for House of Brides and asked me to try it 888-559-8965.  This number was also a store, and they could not help me.  Only at that time did I find out that the online website has nothing to do with the actual stores!!!   At 12:52 on Thursday, Feb. 24th, I again called HOB.  I spoke to Liz.  She pulled my order and was able to see the notes from my previous calls.  I asked her WHEN I could expect to get a call and she said possibly today or tomorrow.  But also gave me the email address for customer service - info@houseofbrides.com  I wrote up an email and sent it at 1:13pm.  I also found another email address online refunds@houseofbrides.com.  I forwarded that same email to that address as well.  After not getting any sort of response, we used the online 'live chat' feature to see if we could talk to someone different.  We were given the same response that they could take a message, but said that she was escalating this issue to her supervisor, Angela.  But would not give us a direct number or last name.  Here I am 4 days later, still no verbal or written contact with someone who can help me!  This place is such a rip off and a scam.  I only wish I would have been proactive and found all of these complaints sooner. 

I filed a complaint with the Chicago, IL BBB last night as well, but hope I can get some resolution without having to take all of these drastic measures.  In case anyone from HOB is actually reading and posting to these complaints, my order # is 120289.  I've already contacted BBB, this ripoff website, and the Chicago news stations are next.  We have to get the word out that this is a shady business that is only out to steal your money! $1385.97 of my money to be exact!