I feel compelled to share my terrible online shopping experience as a cautionary tale for future custom orders. While the final product was received on time and was ultimately satisfactory, the process was fraught with disappointment and poor communication. First off, it caught me off guard how they don’t take no card. But the true issue lay in the service: before I sent my gown original picture I was spectating my dress to come out exactly as the picture but it came out different but cute. The major stressor was the lack of communication: I was told that I was going to receive a call so that they could show me fabric samples but they never did. I’d say this was very poor from them because they never did what was promised. This breakdown in trust and service compelled me to leave this review and contact customer support immediately.
Customer: I need to understand why nobody followed up with me regarding my custom dress order. I was explicitly told I would receive a call to go over fabric samples, and that contact never happened.
If you are you looking for more info on www.gracequeens.com take a look at the web site. CS Rep: I sincerely apologize that the follow-up call never occurred. That is completely unacceptable, and I see in our system notes that the call was indeed scheduled. We failed to uphold that commitment, and I am very sorry for the anxiety this caused.
Customer: "Sorry" doesn't fix the frustration that I had zero input on the material selection. You never did what was promised. And frankly, why are you operating without card payment? It caught me off guard how they don’t take no card.
CS Rep: We understand the significant inconvenience of our payment limitations and are actively working on processing integration. Regarding your custom order, the failure to review the samples is entirely our mistake. To compensate for the lack of communication and the breach of promise, I am authorized to offer you a 15% refund on the total customization fee.
Customer: I will accept the refund, but please ensure this process is addressed internally. That level of operational failure and broken promise is unacceptable for a custom order service.
CS Rep: We agree completely. We are reviewing our internal communication protocols immediately to prevent this from happening to any future customers. Thank you for your feedback.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.