Suzie R.

I ordered my custom wedding dress from this company on 7/30/14. I went to a tailor to be professionally measured and then submitted all my information with their custom online ordering form. I received my dress on 8/26/14. When I tried it on, I immediately noticed that the dress had been made 5 inches too long and contacted the company via email. The reply was that I should wear higher heels. I replied and explained that I there was no way I could wear 5 inch heels all day at my wedding and asked what else could be done. They then replied that I should just take it to a local tailor and they would share the price if it wasn't too much. I wasted my time going to my tailor and emailed them the quote of $130 to fix their error. They replied that it was too much and that I needed to send pictures of the dresses measurements. I again wasted my time taking pictures of the dress clearly showing with a tape measure that it had been made 5 inches longer than I had specified on my order form. They then replied that they make their dresses with a standard 2 inches of extra length assuming that the wearer will have heels on and offered a discount off my next purchase. I again pointed out that it wasn't 2 inches extra, it was 5 inches extra, and that their order form had specifically asked for bare-footed measurements. They replied that they could only offer me $40 compensation, which doesn't even come close to covering the $130 to fix their error. They then asked me to waste more of my time and go to the tailor and send them pictures of a tailor measuring me with the dress. I explained that my height will never change and that the pictures I had already sent were sufficient. They then replied that they couldn't offer more because their tailors and company wouldn't make any profit if they paid the full amount to fix their error, to which I replied that they were no longer entitled to a profit when they clearly screwed up a custom order. A two-month long back and forth of over 70 emails ensued where they continued to make ridiculous suggestions, question why it was so expensive to have a dress altered in my country, give me the run around, and finally tell me that $60 was the maximum they would offer. When I questioned the representative 3 times for his or her name and title, the representative blatantly refused to give me a name. Because my wedding is so close, there is not enough time to cancel the order and find a new dress, in addition, I would have to pay to ship the dress back to China and be out even more money than the $130 to fix their error. I also don't trust that they would refund me my money even if I did ship the dress back. This fraud of a company preys on customers in other countries knowing that the customer cannot simply go to their business and demand that they fix their errors. They are fully aware that the buyer has no recourse and this allows them to just send out whatever substandard product they want without consequence. I have learned my lesson about buying from overseas, but it is infuriating that this company will continue to cheat anyone who buys from them and ruin what should have been a wonderful experience. I truly hope this complaint serves as a warning for anyone considering a purchase from this insidious fraud of a company.