I want to warn everyone about the chaotic and misleading online shopping experience I had here. It was so bad I felt compelled to engage with customer service and share this review. I needed two dresses for an event, paid extra for rush shipping, and was explicitly promised they would arrive on time. Instead, I learned that I was told "you have no worries," but they were shipped priority NOT overnight! It says it on the tracking! When I texted the number who texted me to receive Apple Pay they blocked me. If you have any concerns about in which and how to use www.gracequeens.com, you can speak to us at our website. This isn't just a shipping delay; it’s a failure of communication and terrible business practice, and I felt I needed to contact them to understand this absolute mess.
Customer: I need an explanation immediately. I paid for overnight shipping—I have the messages confirming that. Why does the tracking clearly show the package was sent priority mail, not overnight? My dresses will not arrive on time.
CS Rep: I sincerely apologize for the distress and confusion regarding your shipment. That is absolutely unacceptable, and I understand why you are upset. I see in the notes that expedited service was requested. I need to investigate why there was such a significant discrepancy between what was promised and what was actually executed by our fulfillment team.
Customer: Investigating doesn't fix the fact that my shipment is late. And worse, when I tried to follow up using the contact number I used to pay for the dresses, they blocked me. You took my money and then blocked me! I demand a full refund for the shipping difference and an explanation for this gross lack of professionalism.
CS Rep: Blocking a customer is completely unacceptable and not our policy under any circumstance. I am horrified that happened and I am escalating that contact issue immediately. Since the overnight service you paid for was not delivered, we will absolutely refund the full shipping charge today. I am also reaching out to the warehouse manager personally to understand the breach in our shipping protocol for your order.
Customer: A refund is the bare minimum, but I need assurance this won't happen again, and I need to know what you are doing to make this right immediately, because my event is tomorrow.
CS Rep: I hear you, and trust is something we have to earn back now. Besides processing the full shipping refund, I am confirming the current ETA and will personally monitor the delivery until it reaches you. We will implement stricter internal checks immediately to ensure priority shipments are correctly labeled and sent.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.