Frankie Jane Couture Bridal

. We take immense pride in the service and care we provide to every bride, and it’s always difficult to hear when someone walks away feeling disappointed. To clarify for those reading: Your daughter’s gown was ordered January 28th with a delivery estimate of June 9th- which as stated in our contract is an estimated ship date and not guaranteed- it was more than a month ahead of her July 12th wedding. This timeline was based on the wedding date, as is clearly stated in our contract, not the bridal photo date, which was never communicated at the time of purchase. As global customs issues have recently become more unpredictable due to changing regulations and tariffs, your daughter’s gown—though shipped on time—was unfortunately delayed in customs. This was completely outside of our control. Despite this, we immediately contacted the designer and arranged for overnight shipping once the gown cleared. Due to an error on the designer’s end, it was shipped via 3-day instead. Once the dress arrived—on a Monday, when our store is typically closed—we had a staff member come in on her day off to receive the gown, steam it, and prepare it for pickup the same day to minimize the delay. In recognition of the shipping oversight, the designer refunded $150 directly to your daughter to put toward alteration costs. As stated in our contract, alterations are not included in the purchase of your dress and you are welcome to use any seamstress of your choice. Additionally, after speaking directly with the seamstress you chose, we confirmed that the alteration rush fee would have applied whether alterations began last week or this week— there was only a small added cost of $50 due to the delay. All requested alterations would have been the same cost regardless of timeline. We understand how stressful wedding planning can be, and we truly tried to support your family through this unforeseen situation with care and urgency. While we always aim to provide prompt communication, we are also deeply committed to being present and focused when serving other brides in-store—this sometimes leads to a delay in returned calls, but all inquiries were responded to as quickly as possible. We are saddened by your experience and your decision to have others—who have never visited our store—leave negative reviews on your behalf. These reviews do not reflect the hundreds of brides we’ve had the privilege of serving with love and care, many of whom have shared glowing 5-star experiences. We sincerely wish your daughter all the best in her upcoming wedding and in this exciting next chapter of life. Warmly, Holly Smith & Tatum Knell Frankie Jane Couture Bridal

e the most beautiful bride and the headpiece was the perfect final touch. Congrats again xoxo