I am writing this to serve as a stark warning about my experience with this company's online ordering and customer service. My journey began in December when I attempted to purchase a dress for my mother. They instantly charged me, but completely failed to send a confirmation. That was the first red flag. Now, three weeks later, I still haven't received my money back, despite being told the dress was sent back and a refund was processed. I felt compelled to leave this review and demand answers because dealing with their phone staff was agonizing. If you want to find more information in regards to www.gracequeens.com check out our own web page. On my last attempt to resolve this, the woman I spoke to
didn't even ask for my order number and put me on hold. After 5 minutes of being on hold they hang up.
It had since been 3 weeks and my money has not been refunded.
I will continue to call them until I get my money back.
Customer: I am calling again about order #1234. You charged me in December, never confirmed the order, and now, three weeks after telling me you issued a refund, the money is still not in my account. I need an actual resolution, not another hang-up.
CS Rep: I sincerely apologize for the lack of professionalism you experienced and the significant delay in processing your refund. I absolutely understand your frustration; this is unacceptable service. I'm pulling up your file now—can you confirm the last four digits of the card used?
Customer: It ends in 5678. When I called before, I was told the dress might still be being made, then later told it was sent back. The story keeps changing, and my money is gone. I want to know the exact date the refund left your system and a reference number immediately.
CS Rep: Thank you for providing that detail. I see the refund was initiated on January 5th. I recognize that is far too long ago. I am going to escalate this directly to our accounting team right now, and I will create a high-priority ticket with a reference number of REF-987. I will personally email you the ACH tracking number within the hour so you can trace the funds with your bank.
Customer: I expect that email, and I expect confirmation from accounting that this refund is actually moving. This entire situation has been completely mismanaged.
CS Rep: You are absolutely right, and we will ensure this is rectified today. I will follow up with you by phone tomorrow morning to confirm the funds have been successfully located by your bank.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.