Terrible communications with a bad outcome

Hi Everyone, I am currently trying to get The One Bridal to honor their commitment for a refund. So any prospective brides, please take the below timeline of my wifes experience with this company to heart before making this choice. Trust me, this added so much more unnecessary pressure to a once in a lifetime day. I also have all the WhatsApp messages and emails proving the authenticity of this timeline

I would like the public to decide if this is really the service people want for their special day.

31 July 2021 - Fitted Dress in Store February 2022 - Emails Requesting arrival February/March 2022 - Follow Up emails and Calls 05 March 2022 - Fitting - WRONG DRESS arrived - 10 Weeks before wedding without alterations 07 March 2022 - Complaints from Mother asking for a manager to call them, get an answer or just understand what's going on - NO ANSWER 24 March 2022 - Mother asking for help, asking for someone to contact her to give her some feedback - Answer The One Bridal, sorry, my line died, I'll forward the message to Julia - NO ANSWER 26 March 2022 - Julia, Sorry for delay family matters, I spoke to the courier, we can collect on Monday. " I am very confident that Emma will be happy with her gown, if not we will proceed with full refund for Emma" 27 March 2022 - Can we book the fitting for the 5th of April as Emma is away for School Holidays "We will come through and do the fitting. Should she not want the dress - as explained she is still distraught about this - from the message from Julia above the refund process will begin." 05 April 2022 - 5 Weeks before the wedding recovery dress fitted with NO alterations 12 April 2022 - Asking for Refund as Emma had lost confidence in this company and product 18 MAY 2022 - Sorry our systems crashed 1 DAY before we leave for our wedding.

This is a true timeline of events for my wife. The One Bridal refuse to honor the refund stating "The damages and extra costs were taken on by The One , we had to expedite the gown and incurred penalties from our suppliers" - Is this really the brides problem when she was given the wrong dress?

Further they add -

"Please kindly refer back to the message where it is stated by Julia that IF Emma was unhappy with the gown at the fitting we would refund her however, this was not the case it was indeed what she had ordered and she even confirmed this in our fitting room" - This everyone is 10 weeks before Emma walked down the isle, she confirmed it is the dress, however, she no longer had the sparkle, remember, this is also before alterations.

They go on to say

"Therefore no refund is due as we delivered exactly what she ordered . We were under the impression that Emma was giving us a chance to expedite another gown , The messages between us indicated that she was accepting of this and open to another fitting" - Do you as the person reading this review agree that this is the case - The timeline clearly states that if Emma is not happy she would like a refund as she is still distraught. I certainly don't agree.

Further they advise

"so we proceeded to take on the expense to do so . Unfortunately Emma had found a new gown in this time which means whether we had gone to this extent or not the end result would’ve been the same" Agreed, Emma had found a gown do not agree that the result would have been the same, What would you do as brides? The timeline shows that from the 7th to the 24th of March nothing really happened, would you as a person accept that?

Finally they say

"The cancellation process should of begun before any other arrangements where made by The One and Emma . Now we are in a predicament where we delivered , and Emma spent money on a new dress leaving both parties frustrated and unfairly put out" - This is the most interesting part, how was Emma to know this is the service she was going to get, nobody answering calls, no-one taking responsibility, excuses all around. Also mind you, What is a bride supposed to do 10 weeks before her wedding if the dress isnt right?

Now they have offered to either give us the dress to sell or rather let them sell it, my answer to this is simple, why must we go through this pain and frustration? I have offered the one bridal my solution - refund us our money, sell the dress at whatever cost they want to. We can out this aside without letting out all the dirty laundry to the world and there perspective clients. After all if they chose to sell the dress, are they not the specialists and have the specialists to do the necessary tailor work? If anyone would like a copy of the correspondence to fact check, please feel free to ask.