Hello from a spiralling (& heartbroken) bride-to-be.
Sorry for how long this is but I'd appreciate some advice or reassurance - or to hear from anyone who’s been through something similar as I’m worried my Section 75 claim with my credit card might be rejected.
I ordered my wedding dress through a bridal boutique back in March, paying a 60% deposit with the final balance due once the dress was ready to ship.
In June, I received written confirmation that my dress was ready to ship, and that once I paid the balance, it would arrive in-store in “approx. 2-3 weeks.”
As this was three months earlier than expected, the shop agreed to defer my final payment until 28th August, when I paid the balance in full.
It has been six weeks and I’ve had no communication from the shop.
- I phoned on Saturday, they said they had no updates and don’t get tracking info.
- I phoned again yesterday and was told the same thing, but that they’d escalate it to management and call me back.
- On the callback, I was told that my dress was not ready to ship because of my deferred payment (even though the dress was confirmed “ready to ship” back in June) and that it would now arrive by the end of the year-still with no tracking info.
Their T&Cs state no refunds and include the line:
“Dates of expected delivery from manufacturers are approximate and not of the essence of the contract. [Bridal Shop] will not be liable for any delayed delivery unless it is unreasonably delayed, in which case we will work with you to provide an appropriate remedy.”
Despite three phone calls chasing and clear written confirmation the dress was ready months ago, I’ve had no apology, no real updates, and no remedy offered - only dismissive comments like “well, it’s a year away so you’re fine.”
I’ve now requested a refund in writing because I’ve completely lost confidence in the shop and the experience is tarnished beyond repair.
The refund was denied, and they then told me they’d “expedited shipping” at their own cost (something I did not ask for).
I’ve opened a Section 75 claim, but this can take up to 60 days, which leaves me worrying - if it’s denied, I’ll be searching for a new dress with only 9 months to go and trying to get alterations during peak wedding season.
The service since full payment has been horrendous to say the least (I have not gone into more detail as this post is long enough).
Has anyone else dealt with something like this?
I’m feeling very anxious and gutted about the whole situation.