Melbourne teenagers have been left in tears and parents claim they are out hundreds of dollars after a local debutante dress store closed without warning them, on the back of a slew of complaints.Addison Rose Deb Dresses in Keilor East shut its doors on March 4, with a handwritten note in the store window advising customers that it would reopen in two weeks.Several days later, a new note appeared claiming the store had closed due to a break-in on March 5, during which thieves allegedly stole custom ordered dresses.
This was the note that greeted customers when Addison Rose Deb Dresses closed on March 4. (Supplied)A spokesperson for Victoria Police told 9news.com.au confirmed police were called after an alleged burglary and the investigation into the incident was ongoing.On March 11, the store announced on its now-deleted Instagram that it had "experienced two break-ins in recent months" and had been forced to close for "safety reasons".The post also alluded to "harmful rumours" circulating about the business. But customers claim these 'rumours' are legitimate complaints about Addison Rose Deb Dresses and its owner Jessica Arzanov.Many claim dresses they ordered up to a year ago never arrived and that repeated attempts to contact the owner for updates and refunds went unanswered.Addison Rose Deb Dresses refused to comment when contacted by 9News about these allegations.Melbourne mother Justine ordered debutante dresses for two of her daughters in July 2024 and says she was told they'd be ready within 12 weeks.The first dress arrived in December. According to Justine, the second never showed up.
Justine's daughter in the dress they ordered in July 2024. (Supplied)She claims that she contacted Arzanov and visited the store multiple times through January and February trying to get answers, but alleges she faced constant pushback.When it became clear the dress she'd ordered wouldn't arrive in time for her daughter's event, they selected a new dress which Arzanov allegedly told them would arrive in early March.But when Justine's husband went to collect it last week, he got a rude shock."He rang me and said, 'Justine, the store's closed. It's all locked up," Justine told 9
News."I thought, 'F–k it. I'm just putting it out on Facebook."
Justine took her complaints to Facebook and was contacted by a slew of other frustrated customers. (Supplied)Within an hour of posting about her experience, scores of other parents had reached out with their own complaints.Justine claims Arzanov called her soon after and said the store had been broken into, but Justine's daughter's dress was being couriered to their home."That's impossible. She doesn't have our address," she says."Arzanov needs to be held accountable. If you can't get the stock, then give people their refunds."She demanded a refund, which she has since received.Another mum, Kate, had to go through her bank to recoup the $500 deposit she put on a dress for her daughter last year which was supposed to be ready in six to eight weeks.When it didn't arrive on time she went in store. She claims Arzanov told her the dress would be ready in two weeks."I waited the two weeks and called the store. No answer," Kate told 9news.She followed up again last week and claims Arzanov told her the dress was "on its way".A few days later, the store closed. The dress still hasn't arrived.Kate's bank refunded her $500 but other families remain out of pocket.The top 10 jobs actually making money in cost-of-living crisisView GalleryOne mum, who spoke to 9News on the condition of anonymity, is still waiting for a $1300 refund on a dress she ordered for her daughter in May 2024.Almost a year after ordering the gown, it still hasn't arrived and the mum claimed she's spent the last few weeks fighting for a refund."I really need that money because we are really out of pocket now," she said, calling the situation a "nightmare" and the store's conduct "outrageous".She and other customers have reported Addison Rose Deb Dresses to the Victorian Civil and Administrative Tribunal, Consumer Affairs Victoria and the Australian Competition & Consumer Commission.Under Australian Consumer Law, consumers have a right to a refund when there is a major problem with a product they purchased.Stores or sellers also must not accept payment for a product if they know, or should have known, they could not supply it in a timely manner.
Addison Rose Deb Dresses shut after two alleged break-ins and a flood of complaints. (Google Maps)A former Addison Rose Deb Dresses employee who worked there from June to July 2024 told 9News that staff knew some dresses wouldn't show up on time.She alleged that this happened when the store failed to pay supplier invoices, so suppliers would not send the dresses. This was not communicated to customers."Every Saturday morning, at 10am sharp, we would have mums waiting at the door to come in and try and get a refund on a dress," she claimed. Some customers have turned to Paula Parra, who owns Parra Gowns 5km down the road, after bad experiences with Addison Rose Deb Dresses.Parra told 9News that girls turn up "week after week crying" about missing gowns.She also owns an alterations business and previously supplied alterations for Addison Rose Deb Dresses, but cut ties over Arzanov's business practices."There was so many things that were going on that were so wrong," Parra alleged."I said, 'I can't deal with her anymore. This is wrong. She's gonna go down in flames, and she's not bringing my business down with her.'"Addison Rose Deb Dresses remains temporarily closed and customers told 9News the store has been cleared of dresses.Many are still seeking refunds on dresses that they fear will not arrive in time for their daughters' debutantes – if at all.