Wedding Dress Problems

Irish Salfordia

My daughter has had horrific problems getting her dress on time. Basically she ordered her dress some 16 months ago and paid 50% deposit. The night before she was due to go in for her fist fitting they phoned her to say that the the dress had been sent back because of some problem with the ?organza?.
11 days before she was due to leave Ireland to go to Italy still no dress.
After numerous phone calls, threats, rants and raves she finally saw the dress yesterday had it fitted and should pick it up today from a different shop, but that is only 2 days before her deadline.
The shop was Berketex in the Ilac centre (with a branch in Harvey Nics in Dundrum Town Centre).
We are disgusted with the treatment. NO care, customer service, concern or symapthy. Totally apathetic staff and head office. Get the feeling this happens regularly and has become so regular that none of the staff care anymore.

Anyone else had any similar experience:mad:

annR

Is she going to pay them the full price for it?

LegacyUser

That is awful. I'd imagine that must have been extremely stressful for your daughter! I would be inclined to ask for an explanation, don't think you will get very far though.

It was good of you to post though, and let other brides to be know about that particular shop. I certainly won't go there

Irish Salfordia

annR wrote:

Is she going to pay them the full price for it?

50% deposit was taken on the booking of the dress, the other 50% was paid 6 months before the due date, so the full price had been paid.

The manager in the Ilac offered a 20% refund when the dress was finally collected. I advised my daughter to refuse this.

We are just back now from a lovely wedding and i intend to get down to some serious business with the head office in England. 20% is an INSULT. Again, please be aware of the feeling that this happens so often that staff really have become imune to it.

Irish Salfordia

Got the name of the 'Customer Service Manager' at the head office in England and wrote over the weekend, so will see what comes of this.

When i telephoned the head office when we were getting nowhere with the staff in Ireland, the receptionist refused to give me a phone or e-mail address for this man, and said he could not (would not) phone me. On Berketex website they give no address for the head office nor any telephone fax or e-mail address. Makes you think they don't want to be contacted.

egan007

You may find useful info here...

http://www.odca.ie/

+

http://www.oasis.gov.ie/consumer_affairs/

babaduck

Well here's a few places to start...

Press Information
If you have any enquiries relating to Press features that you are working on or samples of gowns that you would like to call in for a future article, please contact our PR agency directly on 0208 780 9944, and ask for Emma Jayne Maddams. Alternatively please e-mail her on emma@deecarpenterpr.co.uk

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Contact Us
If you have any comments regarding our products or services please feel free to contact us.

By post:
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By phone:
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By email:
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RainyDay

Irish Salfordia wrote:

When i telephoned the head office when we were getting nowhere with the staff in Ireland, the receptionist refused to give me a phone or e-mail address for this man, and said he could not (would not) phone me. On Berketex website they give no address for the head office nor any telephone fax or e-mail address. Makes you think they don't want to be contacted.

Spend 10-15 minutes on Google and you should be able to find one email address at that office. Once you have one persons email address, just use the same format (e.g. first initial, then '.', then surname, or whatever format they use) to get your target's email address. I've got emails directly through to several CEOs with this approach.

The Sweeper

Irish Salfordia wrote:

My daughter has had horrific problems getting her dress on time. Basically she ordered her dress some 16 months ago and paid 50% deposit. The night before she was due to go in for her fist fitting they phoned her to say that the the dress had been sent back because of some problem with the ?organza?.
11 days before she was due to leave Ireland to go to Italy still no dress.
After numerous phone calls, threats, rants and raves she finally saw the dress yesterday had it fitted and should pick it up today from a different shop, but that is only 2 days before her deadline.
The shop was Berketex in the Ilac centre (with a branch in Harvey Nics in Dundrum Town Centre).
We are disgusted with the treatment. NO care, customer service, concern or symapthy. Totally apathetic staff and head office. Get the feeling this happens regularly and has become so regular that none of the staff care anymore.

Anyone else had any similar experience:mad:

Hey OP - I'm a bit curious about this. The name 'Berketex Brides' sticks in my head as one of Ireland's main bridal stores - have I the right place?

I appreciate you're feeling a bit crapped on, but from what I read - they informed you before your fitting that there was a problem. They sorted the problem out within your deadline. They offered you a rather healthy 20% discount for your trouble.

I mean, with all due respect, what do you want? Okay, you may want it not to happen in the first place, but seeing as things do go wrong, it looks to me like they sorted you out precisely as they should do.

I have to say, 'threats rants and raves' don't tend to work well with anyone when you're trying to get them to help you. Was there a stage in your complaint process where you were calm and reasonable, or did you lead with the outraged demands from the outsets? I'm asking because I think it's pretty steep for you to say you have the feeling this happens so often the staff are immune to it - you're basically stating that they mess up so regularly in their business that nobody cares. I mean, would they even still have a business if that was the case?

Sorry to put the kibosh on your manhunt here, but I can't shake the feeling that they tried to make amends but you're on the warpath regardless.

Shabadu

bubby wrote:

Minesajackdaniels, a few pretty over-general comments there .. non?? You don't happen to work for a bridal shop do you??

MAJD does not work for any bridal shop.

They left this girl within days of her wedding abroad .. with no dress!! That is pretty bad .. when months notice were given. Of course she is annoyed!!

Her point was that the OP was offered a not completely insignifigant discount.

I bet if the dress didn't arrive at all, it would be okay too?

Eh, starting at MAJD's post, how did you manage to arrive here?

In this day in age, this kind of treatment isn't acceptable.

Warpath my arse .. frustration .. yes ..

She recieved her dress 10 days before the wedding. My wedding is in 1 week and I recieved my dress yesterday. She got offered a 20% discount.

I think it's a shame that the OP feels that she and her daughter weren't treated properly, and that's definitely an issue she should take up with the company. However, weddings are an emotionally fraught time for all involved. A clear head and reasonable approach might open more doors than being irate, no matter how understandably so.

Shabadu

If you have an issue with the moderation of this forum, please feel free to take it feedback.

Please note that I have deleted only 3 threads on this forum, all were newly signed up nicks spamming their own websites and deleted on the first post.

Kindly read the charter in relation to advertising.

TempestSabre

bubby wrote:

...They left this girl within days of her wedding abroad .. with no dress!! That is pretty bad .. when months notice were given. Of course she is annoyed!!...

If nothing else thats very unprofessional. It left no leeway for any problems to be resolved.

Shabadu

All users are obliged to read the charter. Not reading the charter is against the charter.

I am truly sorry that you feel some threads have been rudely moderated. Maybe you could link them to me and I can enlighten you as to why they were, if they were. Please do so via pm as this thread should be kept on the original topic.

@Bubby- I see you have edited your post. I hope this means you have read the charter.

Also, I think out of the two of us I'm not the one stomping around.

delly

bubby wrote:

Listen, lighten up - it is a wedding Forum!! It is the general attitude of your posts!

Don't see much attitude myself, the mod has a job to do for the best interests of the forum and site in general, on occassion people don't listen and feel they have a right to do as they please.

bubby wrote:

Calm down a bit - or you will ruin the forum.

Ok, i'm really starting to get confused, who exactly is getting worked up here, you or the mod?

bubby wrote:

Marriage is a happy affair!! We don't need someone slamming and banging around in a mood while we're planning. Ever heard of the term "Micro Management"?

I'm sure you can set your own site up if you wish and do and say as you please, but while using this site, the rules have to be adhered too. Honestly, its not that hard a concept to get

Now, back on topic and indeed 'tis a stressful thing to happen, but at least the dress got there in the end .

Irish Salfordia

Minesajackdaniels wrote:

Hey OP - I'm a bit curious about this. The name 'Berketex Brides' sticks in my head as one of Ireland's main bridal stores - have I the right place?

Berketex Brides are a very large concern originating in England and having just two shops in Ireland. If they are one of the 'Main Bridal shops in Ireland, I certainly would not like to have to deal with the others

I appreciate you're feeling a bit crapped on, but from what I read - they informed you before your fitting that there was a problem. They sorted the problem out within your deadline. They offered you a rather healthy 20% discount for your trouble.

You obviously do not apprciate that for most girls their wedding day is one of the most important days in their life, and therefore their wedding dress is the most important dress in their life.

• Yes they did 'phone the night before the fitting - very well organised on that short notice
• The problem was JUST sorted out within the deadline, but hey, we are not talking here of something you walked into Dunne's to buy the day before an event. This was ordered 18 months in advance.
• They NEVER got back in touch with us until I started 'phoning them just about 10 days before we were leaving for Italy. If I had not started making waves I doubt we would have ever got the dress
• 20% is a laughable discount for this type of occassion, and your suggestion that this is a 'healthy discount' is totally out of touch with reality
• I have yet to see evidence that they ever had the dress before the fitting was due. I don't believe the dress ever reached the shop, and feel that they panicked the day before when they realised it was not there

.... but seeing as things do go wrong, it looks to me like they sorted you out precisely as they should do.

• If i ran my business in this way, I would not have a business, nor would I deserve one

I have to say, 'threats rants and raves' don't tend to work well with anyone when you're trying to get them to help you. Was there a stage in your complaint process where you were calm and reasonable, or did you lead with the outraged demands from the outsets?

• Obviously I tried asking politely and nicely. I run my own business and have been around the block a few times and tend to know how things work.
• The pushing came when it was obvious that nothing was being done
• As my daughter was an in-patient in Hospital at this time, the stress of this was not helping her recovery. I took the matter on to try and help her when she admitted she was getting nowhere, and I can honestly say in the whole of my life I have never dealth with a company with such BAD customer relations, and such a 'could not care less attitude'

.... I'm asking because I think it's pretty steep for you to say you have the feeling this happens so often the staff are immune to it - you're basically stating that they mess up so regularly in their business that nobody cares. I mean, would they even still have a business if that was the case?

• Unfortunately I do feel they mess up regularly. Do a 'Google search' for problems with Berketex Brides and you will find a number of other similar stories
• Sometimes companies get too big and get careless and get by on their 'Name / reputation'. If we do not complain and bring them to task others will not hear and fall into the same trap

Sorry to put the kibosh on your manhunt here, but I can't shake the feeling that they tried to make amends but you're on the warpath regardless.

• No, I want an honest appology and some sensible recompense for their negligence and shoddy practises that almost spoilt my daughters wedding day

You are the only person I have spoken to who feels this was 'OK'. I do not understand your attitude

Irish Salfordia

I wrote a really nice letter to the manager of the customer services division of Berketex in the U.K. and posted it 10 days ago.

Surprise surprise, I have not yet had any reply.

Is this another sample of their 'service and customer satisfaction' ???????

The Sweeper

I don't think it's 'ok', per se, I'm just wondering what you're expecting.

I had a wonderful wedding. It was everything I wanted, because I didn't put massive amounts of pressure on myself or my husband to have a perfect day. Anyone who was at my wedding remarks on the fact that people seemed to laugh for hours.

There were no flowers, other than my white rose bouquet.
There was an off the shelf bridal dress from monsoon, and an off the shelf suit from Hugo Boss.
There was one best man and one maid of honour - no bridesmaids, no groomsmen.
The food was excellent.
The beer was in considerable supply.
The speeches were hilarious, because people were relaxed.
There were 50 people in attendance.

I used to manage events for a living. Then I was a project manager. I planned a wedding where nothing could go wrong, because it was so damned basic, and nothing went wrong.

So here's a question for you - why did you go with Berketex Brides in the first place, if there's a bunch of negative stories on Google?

TempestSabre

Just because something goes well for me, I wouldn't presume that the same thing would be right for someone else. Most people don't go looking for problems until they have one. Which doesn't mean you should always go looking for problems, because most of the time there aren't any.

It wouldn't matter what product this was, there was enough timescale to allow for normal expected problems. This is beyond what you would expect, or could expected to plan for. Personally I wouldn't have left it that late to cancel the order and go elsewhere.

Ickle Magoo

I would say 16months is long enough to get an order spot on & in plenty of time so there are no added stresses & strains for the bride...saying that, accidents happen & a 20% discount is very generous - what else are you looking for? Free dress? Compensation? It's annoying when you get bad customer service but I would just move on & be happy all was well on the day rather than getting stressed over an unecessary crusade. Hope you get things worked out.

Irish Salfordia

Ickle Magoo wrote:

I would say 16months is long enough to get an order spot on & in plenty of time so there are no added stresses & strains for the bride...saying that, accidents happen & a 20% discount is very generous - what else are you looking for? Free dress? Compensation? It's annoying when you get bad customer service but I would just move on & be happy all was well on the day rather than getting stressed over an unecessary crusade. Hope you get things worked out.

Yes, they should have got it right in 18 months

I certainly would like a lot more in compensation than 20% and yes i think they got it so wrong that it might do their image some good to refund the price paid.

I still have not received a reply from their head office. As i have said many times i really do not think they care and feel sure it happens so often that they have got totally careless about it.

I will carry my 'crusade' on. I will re send the letter today reminding them how long without any reply, and will makeas many people aware as possible of their attitude and poor service. If we all just 'take things lying down' every business would be able to do just as it wants. If we do not stand up for our rights we deserve to get squashed

SingingCherry

Minesajackdaniels wrote:

I don't think it's 'ok', per se, I'm just wondering what you're expecting.

I had a wonderful wedding. It was everything I wanted, because I didn't put massive amounts of pressure on myself or my husband to have a perfect day. Anyone who was at my wedding remarks on the fact that people seemed to laugh for hours.

There were no flowers, other than my white rose bouquet.
There was an off the shelf bridal dress from monsoon, and an off the shelf suit from Hugo Boss.
There was one best man and one maid of honour - no bridesmaids, no groomsmen.
The food was excellent.
The beer was in considerable supply.
The speeches were hilarious, because people were relaxed.
There were 50 people in attendance.

I used to manage events for a living. Then I was a project manager. I planned a wedding where nothing could go wrong, because it was so damned basic, and nothing went wrong.

So here's a question for you - why did you go with Berketex Brides in the first place, if there's a bunch of negative stories on Google?

You know what? That's your wedding, not someone else's and if that was good for you, that's great. THIS bride didn't want a dress from Monsoon, she wanted the dress she ordered and it was not delivered in any sort of timely way. I could see the hold up if she ordered it 5 months before (because dresses tend to take 3 months to get in) but 18 months?? C'mon. That's bull. If she only got it in a week before the wedding, i don't understand when she had time for fittings? My dress took three before it was perfect. This is the sort of details a bridal shop consideres when dealing with brides. This was truly poor service and you shouldn't disregard that because you have a simple wedding where nothing could go wrong.

iguana

Irish Salfordia wrote:

I certainly would like a lot more in compensation than 20% and yes i think they got it so wrong that it might do their image some good to refund the price paid.

Tbh, I think 20% compensation is fair enough. The dress did arrive in good condition for the wedding. I can understand that it was stressful, but they have compensated for that. You should just let it go, I can't speak for your daughter but if my mother had continued on a "crusade" like this after my wedding I would have been really upset.

The Sweeper

SingingCherry wrote:

This was truly poor service and you shouldn't disregard that because you have a simple wedding where nothing could go wrong.

I'm not disregarding it. And neither did the shop. They offered the bride a 20% discount when the dress was collected. Offered it. The OP never said "when we were collecting the dress I asked them what they were going to do about it" - maybe that's what happened, but basically, from her post, it looks as though the store manager came out and said hands up, we made a mistake, can we give you a 20% refund.

Then the bride's mother advised her not to take it and decided she wanted more.

I'm with Iguana on this one - it's bad enough if you're organising an event and something goes wrong, but when someone else then continues to stir it up, it's upsetting.

I wonder if Irish Salfordia would come back to this thread and let us know whether she was a rock of solidarity for her daughter, or if she spent the days up to, of and after the wedding spitting teeth about how terrible she felt Berketex had been?

Irish Salfordia

Minesajackdaniels wrote:

They offered the bride a 20% discount when the dress was collected.

Probably because the staff were so embarrased

it looks as though the store manager came out and said hands up, we made a mistake, can we give you a 20% refund.

Not once was a sincere apology EVER made. That was part of the problem.

I wonder if Irish Salfordia would come back to this thread and let us know whether she was a rock of solidarity for her daughter, or if she spent the days up to, of and after the wedding spitting teeth about how terrible she felt Berketex had been?

I'm always happy to come back and 'defend' my actions, even though i do not need to.
If you read through the early posts you will see that I only took on this 'crusade' because my daughter was in hospital up to a few days before her wedding, VERY upset about having no dress, and getting stressed about it, which was not helping her recovery.
If i had not started to push for the dress, I am sure she would never have received the dress. After cancelling the fitting, the staff in the shop NEVER phoned or came back in any way to say where the dress was or when it would be available.

And there still has not been so much as an acknowledgement from Berketex to my letter. They really do give the impression that they do not care and are happy to bury there heads in the sand and hope it goes away. VERY poor / bad customer relations

Talliesin

Irish Salfordia wrote:

Not once was a sincere apology EVER made.

20% is pretty darn sincere.

Irish Salfordia

Talliesin wrote:

20% is pretty darn sincere.

A definition of 'apology' is given in one dictionary as "an expression of regret at having caused trouble for someone". Another normal saying of an apology is 'to say sorry' and mean it.

Berketex very definitely caused trouble for my daughter, and they certainly are not sorry by their attitude and refusal to apologise.

Although some financial compensation would be nice for all the trouble and grief they caused, and I would not consider 20% to be sufficient, it really would be nice to think that they actually cared enough to say sorry. After waiting for 5 weeks for a reply to a courteous letter they are definitely not saying sorry in any meaningful way.

iguana

Tbh, you need to let this go. Concentrate on the positive. I got married a month ago and my rings didn't arrive until the morning before. I just made a few jokes about tin-foil rings and myself and my husband tried on our parents rings so that we would have an alternative if ours didn't arrive. (My dad's ring was a better fit on me than my mums :rolleyes: )

If the dress had arrived and then fallen apart during the ceremony I could understand your ire. But the dress arrived, late but on time for the wedding. It was as ordered and the wedding went well. And you got a 20% discount for the dress. Yes it was stressful but it worked out great in the end.

Where do you see this going? There's a small chance that the store will offer further discount if you keep this up. Other than that you can contact an ombudsperson, but if I was arbitrating this I would see the 20% discount as sufficient. Just forget about it and remember the good stuff.

Ickle Magoo

Same here Iguana, we had probs with various things - I've yet to hear about a big wedding that doesn't have it's fair share of worries & tears, traumas & tantrums. Bottom line is we were getting married to each other & I gladly would have walked down the aisle in a bin-bag & swapped tin-foil rings...but we didn't, your daughter didn't, happy days, move on...

Okay, they are not saying the words "we are sorry" but they prob consider the huge discount appology enough & if I had someone hounding me for liability & obviously hanging out for even more, then keeping shtum seems like the sensible thing to do. I don't think you will gain anything by chasing them - if your daughter was persuing them & claiming they ruined her day (& they did) then fair enough, I could understand your stance but as it is I think you should remember the big day & how well it went & how good your daughter looked.

LegacyUser

iguana wrote:

If the dress had arrived and then fallen apart during the ceremony

Hilarious

We did the premarriage course a couple of weeks ago and the priest told us of 3 scenarios he had come accross at weddings.

1. Bride who couldn't sit down at the alter becuase of the bow on the3 back of her dress (must have been a Fergie bow from the 80's). The bow kept pushing the chair away from her. Eventually H2b twigged it and held the chair.


2. Bride with long train came up to the alter and turned towards H2b. Train swooped aorund and knocked over candle sticks!

3. Mothers couldn't find the offetory gifts and they actually went out the door of the church to find them!!