Shocking service

On the 12th of December I went into the Bride&co store in Boksburg. I knew exactly what I was looking for so I walked over to the brides**** section and started looking at the infinity dresses. I noticed that there were not enough dresses in the colour that I needed for my three brides****s. One of the consultants asked me if I needed assistance so I told her that I needed three lilac infinity dresses in specific sizes and that I would like to make an appointment for a fitting for the following week Friday (21st of December). The consultant told me that she would order the dresses in so that they would be at the store for mine and my brides****s' appointment.

I had arranged with my brides****s to go for fittings on the Friday and we were all very excited to try on the dresses and purchase the dresses. I was even more thrilled when I saw that there was a 20% off of everything starting the 20th of December and was so pleased that I would be able to purchase the three dresses at a reduced price.

When we arrived at the Bride&co store in Boksburg on the Friday morning, for our booked appointment, I asked for the consultant who I had made the appointment with and was told that she was on the other side of the store. I went over to her and asked her to assist us but she was busy with another bride. When she came over to me and my brides****s she informed me that the three infinity dresses at not been delivered as yet. She told me that she did not know what time they would be delivered. Now very disappointed that they could not try on their dresses, my brides****s very given three other infinity dresses and told to try them on for size and then the consultant disappeared. Not knowing how the dresses were meant to be worn or wrapped my brides****s went into the fitting rooms confused. I had to go and ask the consultant to please come and assist us to which she seemed very reluctant to do as she appeared to me more concerned with making a sale with the other bride in the store. After telling the consultant that we planned on purchasing the three dresses today so told me that I could pay for the dresses in the meantime to which I rep**** that I would not be paying for a product that I have not received. The consultant seemed unconcerned that I was very frustrated and upset by the situation. She told me that she would contact the delivery vehicle to find out as to what time the delivery was being made. When she came back she said that she was unable to contact the delivery man.

With my disappointment growing I asked the consultant if there were any other dresses in lilac that she could show me, to which she rep**** no. My mother then asked her to please at least show us how the dresses could be wrapped as my brides****s were standing in these dresses unsure what to do with them. Quiet rudely and not so gently she started wrapping the dresses on two of my brides****s and once she was finished she disappeared again.

My brides****s changed and we asked the consultant to please phone the delivery man again and that we would go and wait as two of my brides****s traveled a distance to get to Boksburg. They said that they would contact them again and let me know what was happening. After waiting for about an hour and a half I decided to go back to the store to find out what was happening and they had informed me that they still did not know what time the dresses would arrive. I expressed my disappointment and frustration to the consultant and she did not seem concerned in the least and was unapologetic as to the service that we had received. I was informed that once they know what is happening I would be contacted. I left the store upset and without any dresses.

On the way home I emailed the store manager and expressed my concerns; I am yet to receive a response. At around 3:30pm that afternoon, I phoned Bride&co and was informed by a different consultant that the warehouse is closed and that the dresses would only be delivered during the week after the Christmas holiday. I was pretty annoyed that I had to phone the store and that no one had contacted me to let me know that that was the situation. When I asked why i was not informed, the consultant on the phone told me that the other consultant did not want to get into trouble and then proceeded to tell me that the consultant I had dealt with in the store was spoken to and apologized for what had happened (she was not the person that needed to apologize). This consultant then assured me that she would let me know what was happening with the dresses.

Today, the 27th of December, I phoned the Bride&co store yet again and was informed that the delivery men are now on leave until the 2nd of January. When I asked what would now happen with purchasing the dresses at the discounted price I was told that if I want to qualify for the discount I would have to pay for a product that I am yet to receive: I yet again informed the consultant that I am not willing to do that.

I am extremely disappointed in the service that I have received from this Bride&co store, especially since the last time I went to the store I received incredible service and purchased my dream wedding dress. What was meant to be a fun and exciting time and experience for both my brides****s and myself, has turned in to one of the most frustrating situations and the worst customer service I have ever received.