+44 (0)7909 52 02 47 janewatson@bridalbusiness.co.uk

Dispute resolution

Sadly, disputes between retailers and customers are all too common. Such problems can be stressful, time consuming and costly. Avoid court action by letting the Bridal Retailers Action Group act as mediation to find a solution for your problem.

Disputes can be extremely trying and very demanding of your time. With the looming possibility of going to court to find a conclusion it can be tempting to just give in and provide the customer with a refund or compensation. This is not the answer if you have offered a good service, good product, and have good Terms and Conditions in place.

I have over 25 years experience in both retail and manufacturing and helped many of my Consultancy clients bring a dispute to a happy conclusion without refunds or court action.

Case study of a successfully resolved dispute:

Dispute:
A bride insisted on ordering a bridal dress in a smaller size than suggested by her retail consultant, saying she would lose weight and didn’t want to wear a larger size than she normally would wear in high street sizes. Once the dress arrived it was too small as the bride had not lost any weight. Behaving badly and upsetting shop staff in the process, the bride demanded a full refund saying she would purchase another dress from a different retailer. She threatened to take the shop to court unless she received her money back.

Resolution:
We helped our client to respond carefully and respectfully to the bride, presenting all the original documents that had been signed and agreed regarding the order of the smaller size dress. After a few further emails the bride agreed to a settlement of losing her deposit (the full trade cost of the dress) and the bridal shop was able to sell the dress on to cover any loss of profits.

Case study of a successfully resolved dispute:

Dispute:
A bride tried on and collected her dress from a bridal shop in June, signing a collection note to say everything was in order. In October the bride contacted the shop to say she had just checked the dress at home and the dress was the wrong colour, and so she had gone out and bought another dress from a different retailer and now needed a refund.

Resolution:
I suggested we ask for a copy of the invoice as proof that the bride had actually bought another dress. The bride willingly scanned and emailed the invoice. Upon closer inspection of the invoice we could see that the date of purchase was May, which was a month before she collected her original dress from the shop. This therefore proved that the bride had actually changed her mind about her original choice and just wanted a refund. Once this was pointed out to the bride the case was closed.

Case study of a successfully resolved dispute:

Dispute:
The bride collected her dress from the bridal shop and wore it to her wedding.
After her honeymoon she contacted the shop requesting a full refund saying the dress was not fit for purpose.

Resolution:
Looking at the bride’s Facebook page there were pictures and a video of the bride looking stunning, and more importantly she looked extremely happy. We promptly replied to the bride saying the dress was fit for purpose and how lovely she looked in the Facebook photos. This simple action meant that the bridal shop did not hear from the bride again.

Our aim during dispute resolution is to avoid court action whenever possible.

On many occasions our members have benefited from help and advice to bring disputes to a happy conclusion, and avoid damaging the reputation of well established and efficient bridal shops.

Could you benefit from a dispute resolution process?
Contact us for more details if you have a problem that needs mediation.