I felt compelled to write this immediately after the sheer frustration of trying to get a straight answer from this company. This isn't just a review; it's a warning about the perils of poor communication and unreliable fulfillment. If you need an item for a specific event, heed my words:
"Please order a month or two before the date you actually need it ???? These people are very unreliable and unprofessional."
The anxiety caused by the lack of updates and ignored messages was overwhelming. My dress
did
finally arrive just in time to be worn, but the mental st I went through trying to track it down was absolutely NOT worth it. I need to know why their service is so utterly abysmal, which is why I finally demanded a conversation with customer service.
Customer: I’m calling because your service is unprofessional and unreliable. I explicitly mentioned the event date I needed my dress for, and the severe anxiety you caused trying to get it here on time was unacceptable.
CS Rep: I sincerely apologize for the difficulty and stress you experienced surrounding your order delivery. I see here that your tracking updates were sporadic. If you have any kind of concerns relating to where and how you can use https://www.gracequeens.com/, you could contact us at our own website. We clearly failed to provide timely updates or meet our stated service levels.
Customer: "Failing to provide timely updates" is an understatement. I tried calling and sending DMs repeatedly, and got barely any response. Why is your communication with worried customers nonexistent?
CS Rep: That is absolutely unacceptable, and we recognize the need for immediate improvement in our responsiveness. To address this failure, I would like to offer you a full refund on the shipping cost, and a 20% credit toward a future purchase for the major inconvenience.
Customer: A credit? Honestly, after this experience—going through "st" just to get a dress—I doubt I’ll be back. I just want assurance that these core reliability issues will actually be addressed for other customers.
CS Rep: I understand your skepticism. We will process the full shipping refund immediately. Please know that your detailed comments about the unprofessional nature of the process and the lack of communication are being escalated directly to the fulfillment management team.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.