I am sharing this review because I want to warn potential shoppers about the disastrous return policies at this shop. My experience was absolutely terrible. I bought a dress from them but the size didn’t fit, which is common in online shopping. However, when I tried to return it, the nightmare began. They asked for a label that I’ve never seen or heard for the return. Because I saw a label on the dress and saying not take it off if I want to return. So I think it’s the one. But they said it should be THREE????? It is when I realized that the staff deliberately didn’t mention or give the label to me so that I can’t return. I saw other reviews and realized that other people also have problems with their return. It appears more like a scam to me now. I felt compelled to contact customer service immediately after they rejected my return, demanding an explanation for this suspicious "three label" rule and why they hide information from customers.
Customer: I am calling about my rejected return for order [XXXXX]. You claim the item needs three specific tags, but I only received one large 'Do Not Remove' tag. If you have any type of questions relating to where and ways to make use of GraceQueens Petite Collection, you can contact us at our own web site. You are trying to BLAME me for missing tags that were never provided.
CS Rep: I understand your frustration, and I truly apologize that the return process has been confusing and difficult. I need to review your specific order details. Can you describe the tags you received, and the date you requested the return?
Customer: I received the dress a week ago. I am telling you, I only received ONE tag. It appears that the staff deliberately hid the information or didn't provide the tags so that I can't return. This is terrible.
CS Rep: I assure you that hiding information is completely against our policy. That is a serious accusation, and we need to investigate it immediately. Given your situation, let me speak with my supervisor to see if we can waive the three-tag requirement since the issue appears to be on our end regarding fulfillment.
Customer: You need to do more than just investigate. I need a concrete resolution and a full refund for this damaged product that doesn't fit, especially since this whole thing feels like a planned scam.
CS Rep: I completely hear you. Please hold while I process an internal escalation. I am going to try to push your refund through today, despite the documentation issue, based on your feedback regarding the missing labels.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.