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Report: #134037

Complaint Review: Elsie's Bridal Suite - Hackensack New Jersey

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  • Reported By: South Ozone Park New York
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  • Elsie's Bridal Suite 301 Main Str Hackensack, New Jersey U.S.A.

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My aunt chose this location to have her bridal gown and bridesmaid dresses ordered and altered. I had reservations after my first visit when the owner told me I was too fat to be in the wedding anyway and that she would have to order me the largest sized dress. I had already seen the Watters & Watters website and knew their measurements and that I was no way near a size 26. According to their charts, I should have been able to fit a size 18 with minor alterations at best. The owner grossly inflated my measurements and ordered a size 26 gown that when it arrived was literally swimming and falling off of me as it was at least 4 sizes too big. When I told her to send it back an order the correct size. She claimed she couldn't as it wouldn't arrive in time, but she could alter it to fit me.

After a subsequent conversation with someone in Watters & Watters executive offices, I learned that this was a lie and that the owner simply refused to send the gown back and order the correct size because the gowns are made to order and the owner would have incurred charges from them for having ordered the incorrect size and to have the proper size gown federal expressed to the store.

The gown was made of silk taffeta, which clearly showed every single needle and stitch mark. You could see on the sides of the gown where it was taken out and re sewn at least 3 times because someone obviously didn't know what they were doing. Long story short, my dress was lopsided, looked horrible in the bride's photos and had Velcro attaching the skirt to the top, because it was still too big and kept shifting and looking awkward. I filed numerous complaints and wound up being issued a Chargeback by Visa for this nightmare because the owner could not prove that I even signed her own approval' form that the dress was in good condition and satisfactory. My signature was forged on the document and the handwriting was not even remotely similar.

Also, in order to be issued the Chargeback, I had to take this gown to an independent bridal shop who also deals directly with Watters & Watters. The head seamstress measured me and confirmed that the measurements recorded by Elsie's Bridal were WAY off told me that she has altered the same exact gown for women much larger than me and it was just obvious by all of the stitching that whoever worked on this gown had no idea what they were doing. She put it all in writing and sent it to my visa company and thanks to her I got my $$$ back.

Andrea
South Ozone Park, New York
U.S.A.

This report was posted on Ripoff Report on 03/07/2005 12:39 PM and is a permanent record located here: https://www.ripoffreport.com/reports/elsies-bridal-suite/hackensack-new-jersey-07601/elsies-bridal-suite-ripoff-issued-damaged-dress-that-was-ordered-4-sizes-too-big-hackens-134037. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
4Consumer
4Employee/Owner

#8 Consumer Comment

In defense of Elsie's Bridal and Irina

AUTHOR: sarah - (United States of America)

POSTED: Friday, December 03, 2010

I just want to state that Irina and any other staff who worked on my bridal party for my wedding in October of 2009 was AMAZING and PERFECT.  There is no question that Elsie's Bridal Suite got the exact dresses for my bridesmaids in all the CORRECT sizes and ordered the exact dress in the CORRECT size for my own gown as well, and I was very specific on what I wanted, and Irina got it perfect.  My gown was also silk taffeta, gorgeous may I add, and also needed alterations, but the seamstress clearly knew what she was doing because there were no signs or evidence that my dress even had to be altered.  When it was finished it looked like it had not even been altered and fit like a glove! The bustle was also done correctly and made it much more convenient for me to wear my beautiful gown all night long in pure comfort and style. I got non-stop compliments about my dress, which is a Vera Wang design, by the way, and many girls telling me it was amazing!  If Irina and Elsie's Bridal didn't seem trustworthy, I would not have trusted them from the beginning for my special and important day.  The person who is complaining (Andrea) does not seem like she was very wise from the beginning.  If Andrea had her doubts about the quality of service that Elsie's was providing, then why did she even give the "ok" to order the dress in the first place?! No company or store would order a dress without an ok or some kind of contract from the customer, so obviously Andrea gave Irina the ok to order the dress in a specific size and continued business with EBS.  There would be no logical reason for Irina to order a dress in the wrong size on purpose and refuse to make the customer happy, that makes of no sense and is of no benefit to the business.  And the only reason Andrea probably got her money back is because if you have ever worked in retail or in the customer service industry, which I have, is because the "customer is always right" even when the customer is NOT always right, the business is always the one who loses in a situation where it's a "he said/she said" battle because the business must bow down to the customer no matter what, which is not right. And to get the Chargeback, any person with half a brain can go to a store that is in competition to the one being complained about and get them to say the defendent company was wrong. Of course the competitor store will say the defendent company was wrong in order to gain the business of the complainant. It's like going to Burger King and asking them to say McDonald's fries are inferior, of course Burger King will diss the McDonald's fries, because they are competitors! Elsie's Bridal Suite may not be perfect, because I am sure no business is perfect, but I can say they did an amazing job for my wedding, Irina was very helpful, friendly, and did not let me down!  The claims that Andrea is making seem to be over-exaggerated and somewhat false, because it does not make sense for ANY business to intentionally sabotage someone's wedding and upset the bride or the bridesmaids.  The business that I experienced with Irina and her company was professional, stress-free, flawless, and fun.  Everything was done in a timely manner and to my expectations, and I did not experience any issues or bad business practice with Elsie's Bridal Suite.  The complaints from above are clearly from an unhappy customer, but the actual complaints do not make sense, because NO BUSINESS that has an intention of STAYING in business would ever treat customers this way.  Andrea must have been upset for some other reason.  Not to be offensive, but I am just going to state a more realistic and logical explanation to her dissatisfaction...but maybe the dress ordered was the correct size based on the date of measurement and she lost weight and could not fit after it came, and then complained after the fact. To me, that seems more logical, and the customer blamed the owner after the dress came in the right size, but the customer had lost some weight and didn't fit into the dress.

Sarah

Married 10/2009

River Vale, NJ

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#7 Consumer Comment

Exceptional Service

AUTHOR: A. Julia - (United States of America)

POSTED: Friday, October 15, 2010

Elsie's Bridal Suite provided my client and her bridal party with exceptional service. Irena the owner is personable and brilliant when it comes to the bridal industry. She offered advice on accessories and floral colors to match the bridesmaids dress. I will definetly be sending more clients to Elsie's Bridal Suite.

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#6 Author of original report

Elsie's Bridal- Hackensack, NJ is Still "Full of It"

AUTHOR: Andrea - (U.S.A.)

POSTED: Friday, November 14, 2008

I got a kick out of the Owner's (I'm assuming it's still Irina) reponse. Nearly FIVE years after that wedding she is still trying to call me a liar when SHE was made to refund me my money.

Hmmmm, how could I be lying about something where I was given my money back four years ago???

The owner states, "I will be looking this into specific event in more detail as I am very unhappy about this being posted on the internet about my business; that I have worked so hard for. I feel as if this is unlawful and wrongful and will be processing legal charges against this."

Let's see now, FOUR years ago, prior to me getting my money refunded from Elsie's Bridal, both me and Irina, the owner of Elsie's Bridal, were invited to appear on the infamous "Judge Judy" show. We were both offered in writing, an all expense paid trip to have this dispute mediated by Judge Judy on her show and were informed that Judge Judy's decision would be binding and FINAL.

I was packed and ready to go. In fact, the bride was willing to accompany me as my witness becasue she had problems with her dress and her wedding video showed the Maid & Matorn of Honor constantly having to adjust her becasue it was ill fitting and kept shifting to the sides. The bride is not plus size by the way and is petite.

Irina however, REFUSED to appear on the show, or in any court for that matter as the staff of the show was willing to refer us to local mediation services to resolve the issue.

So now how exactly, can the owner declare after all of these years and HER REFUSAL to mediate this dispute that she is now going to process legal charges against me because of this?

I wish her well as she doesn't have a legal leg to stand on. I still stand by my initial complaint and warn anyone considering to have a dress made there, particularly if they are a special size such as plus size or petite to look elsewhere or be EXTREMELY CAUTIOUS in dealing with this woman who passes herself off as an experienced dressmaker.

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#5 Author of original report

In response to the Owner's Rebuttal

AUTHOR: Andrea - (U.S.A.)

POSTED: Friday, November 14, 2008

I'm not sure why nearly FIVE YEARS later, the owner states, "I will be looking this into specific event in more detail as I am very unhappy about this being posted on the internet about my business; that I have worked so hard for. I feel as if this is unlawful and wrongful and will be processing legal charges against this."

Four years ago, I was refunded my money for this atrocity. Additionally, I contacted the Judge Judy show and both myself and the owner were contacted and asked whether we wished to appear on the show, all expenses paid to have our dispute mediated by Judge Judy and we were both advised that the Judge's decision would be final. I agreed to appear and Irina, the store Owner REFUSED.

So I wish her well in trying to sue me many years after the fact that I got my money back from her and in all these years, even after her lying and denying her unprofessionalism and refusing to appear in court or on a court television show she now claims she will be "processing legal charges against me."

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#4 REBUTTAL Owner of company

In response to Andrea from South Ozone Park NY

AUTHOR: Elsies Bridal Suite - (U.S.A.)

POSTED: Monday, July 28, 2008

After being in business for over 20 years, it has been brought to my attention that for 3 years this post has been lingering on this website. I have had thousands of satisfied customers and base my future clients on referrals from those satisfied customers.
I am terribly upset that this situation could have not been resolved and had to come to this. But in my own defense, the correct gown size was ordered according to measurements that were taken at first fitting. Every manufacturers policy is that when a gown is ordered , the customer signs off on it along with the store, and that dress CAN NOT be returned or exchanged.

Also, I pride myself and my business on professionalism and would never under any circumstance , EVER, address a client or person as "too fat" as described before; also I'm sure if that was true that she would not have ordered her gown or ordered her entire bridesmaids party from my store. Ever gown ordered is confirmed with the specific individual and they sign the contract to agree on the size, style and color ordered; this specific instance was no different, all documentation was signed and kept on record.

Also, there was no communication between me and the customer prior to the wedding of any problems with her gown; the problem arose after the wedding when the gown had been used and worn already. I do not know of any store in the country who would entertain the idea of a refund to any client after the dress had been signed for ; delivered and worn to the wedding.
Again, I am sorry for the miscommunication that had arose from this entire situation as I have never encountered this problem before. Elsie's Bridal Suite always puts the customer first and wants to see you leave our store happy and feeling secure about your decision on your special day.

I will be looking this into specific event in more detail as I am very unhappy about this being posted on the internet about my business; that I have worked so hard for. I feel as if this is unlawful and wrongful and will be processing legal charges against this.

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#3 REBUTTAL Owner of company

In response to Andrea from South Ozone Park NY

AUTHOR: Elsies Bridal Suite - (U.S.A.)

POSTED: Monday, July 28, 2008

After being in business for over 20 years, it has been brought to my attention that for 3 years this post has been lingering on this website. I have had thousands of satisfied customers and base my future clients on referrals from those satisfied customers.
I am terribly upset that this situation could have not been resolved and had to come to this. But in my own defense, the correct gown size was ordered according to measurements that were taken at first fitting. Every manufacturers policy is that when a gown is ordered , the customer signs off on it along with the store, and that dress CAN NOT be returned or exchanged.

Also, I pride myself and my business on professionalism and would never under any circumstance , EVER, address a client or person as "too fat" as described before; also I'm sure if that was true that she would not have ordered her gown or ordered her entire bridesmaids party from my store. Ever gown ordered is confirmed with the specific individual and they sign the contract to agree on the size, style and color ordered; this specific instance was no different, all documentation was signed and kept on record.

Also, there was no communication between me and the customer prior to the wedding of any problems with her gown; the problem arose after the wedding when the gown had been used and worn already. I do not know of any store in the country who would entertain the idea of a refund to any client after the dress had been signed for ; delivered and worn to the wedding.
Again, I am sorry for the miscommunication that had arose from this entire situation as I have never encountered this problem before. Elsie's Bridal Suite always puts the customer first and wants to see you leave our store happy and feeling secure about your decision on your special day.

I will be looking this into specific event in more detail as I am very unhappy about this being posted on the internet about my business; that I have worked so hard for. I feel as if this is unlawful and wrongful and will be processing legal charges against this.

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#2 REBUTTAL Owner of company

In response to Andrea from South Ozone Park NY

AUTHOR: Elsies Bridal Suite - (U.S.A.)

POSTED: Monday, July 28, 2008

After being in business for over 20 years, it has been brought to my attention that for 3 years this post has been lingering on this website. I have had thousands of satisfied customers and base my future clients on referrals from those satisfied customers.
I am terribly upset that this situation could have not been resolved and had to come to this. But in my own defense, the correct gown size was ordered according to measurements that were taken at first fitting. Every manufacturers policy is that when a gown is ordered , the customer signs off on it along with the store, and that dress CAN NOT be returned or exchanged.

Also, I pride myself and my business on professionalism and would never under any circumstance , EVER, address a client or person as "too fat" as described before; also I'm sure if that was true that she would not have ordered her gown or ordered her entire bridesmaids party from my store. Ever gown ordered is confirmed with the specific individual and they sign the contract to agree on the size, style and color ordered; this specific instance was no different, all documentation was signed and kept on record.

Also, there was no communication between me and the customer prior to the wedding of any problems with her gown; the problem arose after the wedding when the gown had been used and worn already. I do not know of any store in the country who would entertain the idea of a refund to any client after the dress had been signed for ; delivered and worn to the wedding.
Again, I am sorry for the miscommunication that had arose from this entire situation as I have never encountered this problem before. Elsie's Bridal Suite always puts the customer first and wants to see you leave our store happy and feeling secure about your decision on your special day.

I will be looking this into specific event in more detail as I am very unhappy about this being posted on the internet about my business; that I have worked so hard for. I feel as if this is unlawful and wrongful and will be processing legal charges against this.

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#1 REBUTTAL Owner of company

In response to Andrea from South Ozone Park NY

AUTHOR: Elsies Bridal Suite - (U.S.A.)

POSTED: Monday, July 28, 2008

After being in business for over 20 years, it has been brought to my attention that for 3 years this post has been lingering on this website. I have had thousands of satisfied customers and base my future clients on referrals from those satisfied customers.
I am terribly upset that this situation could have not been resolved and had to come to this. But in my own defense, the correct gown size was ordered according to measurements that were taken at first fitting. Every manufacturers policy is that when a gown is ordered , the customer signs off on it along with the store, and that dress CAN NOT be returned or exchanged.

Also, I pride myself and my business on professionalism and would never under any circumstance , EVER, address a client or person as "too fat" as described before; also I'm sure if that was true that she would not have ordered her gown or ordered her entire bridesmaids party from my store. Ever gown ordered is confirmed with the specific individual and they sign the contract to agree on the size, style and color ordered; this specific instance was no different, all documentation was signed and kept on record.

Also, there was no communication between me and the customer prior to the wedding of any problems with her gown; the problem arose after the wedding when the gown had been used and worn already. I do not know of any store in the country who would entertain the idea of a refund to any client after the dress had been signed for ; delivered and worn to the wedding.
Again, I am sorry for the miscommunication that had arose from this entire situation as I have never encountered this problem before. Elsie's Bridal Suite always puts the customer first and wants to see you leave our store happy and feeling secure about your decision on your special day.

I will be looking this into specific event in more detail as I am very unhappy about this being posted on the internet about my business; that I have worked so hard for. I feel as if this is unlawful and wrongful and will be processing legal charges against this.

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