Case study - damaged bridal gown

Amy was getting married and after a long search she finally found her perfect gown. She placed an order, paid a fifty percent deposit and anxiously waited six months for the gown to be custom made. When her dress finally arrived and she tried it on she found the organza skirt was damaged and had a large stain on one side. 

Amy went back to the store and asked for a refund. The manager refused saying it was not their policy and instead offered Amy to choose another gown in their store or another store in their company.

Amy had just four months left to find another gown. She didn’t like any other dress in the store and just wanted to get her money back. She managed to obtain the fax number of the general manager. She faxed him a four-page letter but received no reply. Amy was frustrated as the store manager was dismissive and kept saying they didn’t refund.

Amy was very upset. She had spent 12 months planning and preparing for her big day but was without a gown and had lost her deposit. Then her sister suggested she call NSW Fair Trading.

Fair Trading contacted the store a few times but received no response. So, they advised Amy to take the matter to the Tribunal. She filled out all the paperwork but never had to actually go there as she got her fully refunded deposit after going to the store for the last time.

She bought another bridal gown and the wedding went well. With Fair Trading’s help, Amy was able to obtain a full refund.

“I don’t think people realise what the Office of Fair Trading can do but I would really recommend that they contact them and just get advice from them.”

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