I am writing this to warn every potential buyer about my terrible online shopping experience with this company. I paid a premium price for what was supposed to be a custom dress, but the result was completely unacceptable, and the customer service was even worse.
I feel compelled to share my experience because of the absolute refusal of the staff to help. My immediate feeling and conclusion were simple: "UNPROFESSIONAL…dress arrived 2 days later than promised, stitching was horrible on one side, not to mention there was a whole on the left hip." After that disastrous delivery, I immediately called to seek a resolution, but the lack of basic respect—the manager Jason literally hanging up on me—forced me to leave this public warning and try contacting them one last time.
Customer: I need to speak to someone regarding order #456. I received my custom dress, and frankly, it is defective, and your staff has been completely dismissive of the issues.
CS Rep: I am so sorry to hear you are calling back about this. I see notes regarding the late delivery and the substantial quality concerns. If you adored this post and you would like to obtain more facts relating to GraceQueens Online kindly browse through our web page. I apologize that you were told to find someone to fix it. That is absolutely not our policy for custom orders.
Customer: Exactly. I paid for a custom dress that I have to fix! The stitching is horrible, and there is a whole on the left hip. What is the solution now? I was told I couldn't get a refund before.
CS Rep: I understand your immense frustration. That is unacceptable service, and I sincerely apologize for the conduct you experienced earlier. Given the confirmed defects, I am overriding the previous decision and processing a full refund immediately. I will email you a prepaid shipping label right now for the return.
Customer: So you are guaranteeing a full refund once it's received?
CS Rep: Yes. Once the tracking shows movement, the refund process will be initiated, and you should see the funds within 5 to 7 business days. We failed to deliver the quality promised, and we failed in our customer service.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.