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Thanks again,
Adrianna Papell

My Review:
Damaged Dress, Poor Customer Service
I am getting married in October and decided I did not want a traditional wedding dress. I first saw the Floral Beaded Godet Gown with Sheer Neckline in Nordstrom and fell in love; however, Nordstrom only had a 16 left in stock. I needed a 4 and also needed the dress in petite. I immediately went to the designers site, and promptly ordered my soon-to-be wedding dress. The dress was delivered in its anticipated timeframe, and there was something magical about removing it from its perfect folded tissue paper. Upon picking up the dress, there was a rapid flood of "tinking". Along the back zipper, there was a loose thread and an entire flower shape of beads rushed off the dress once it was in a vertical position. So many beads fell, and the slightest touch of this loose string would cause more to come undone, that the integrity of the dress was ruined. I called customer service where I explained what happened from the top - I want this as my wedding dress, etc. My initial plan was to simply exchange the dress because it was perfect. Having worked in customer service my entire career, I must admit I probably have higher expectations than most, but this was hands down the worst customer service I have ever received. When I asked if any 4 petites were in stocks, I got a simple "no". In looking on the website, there were only 10's left. When I asked if this dress would be restocked, "I don't know". Now, to be fair, she did answer the questions, but there was no empathy in the fact that I was sent a damaged dress. I then advised that if I could not re-order this dress I would like to return it. The customer service advisor stated "I was not allowed to return the dress until I submitted photos and corporate deemed that I was not the one who damaged the dress." I was told she would send me an email of next steps, and that email never came. I called back several days later asking when I would receive this "next-steps"email, and spoke to the same un-kind representative. She advised that was never the case and I needed to submit pictures ASAP if I wanted to be able to return the dress. She stated corporate would be in touch within two business days after reviewing the images. I submitted pictures and waited two full business days, being this was over the weekend. I called back two full business days later - and this time, actually spoke to a very kind representative. I believe her name was Ashley. I explained the situation to Ashley, and advised it had been two full business days and I had not received word about my return. Ashley advised it would be another 1-2 days before I heard something. Being this return was right around the holidays, and having to have the box postmarked by a certain day to be able to return, I asked if she could escalate this since the appropriate timeframe had already passed. Within 45 minutes a paid postage label was emailed to me, thus showing the damage was not my fault. I will say that I did appreciate the paid label. I absolutely understand that companies have policies set in place to prevent someone from ordering a lovely beaded dress, ruining the dress, and then trying to return it; however; the customer service received twice would make me never shop with this company again. The dress was gorgeous and many stores are starting to sell this line - Macy's, Nordstrom, and I even just found their dresses on Amazon. All of these places will provide you with a better customer service experience, and will not make you feel vilified. I will also add that seeing how rapid the beads feel off, I don't know if I would ever sit in the dress. It would seem the beads would come loose after one good sit.

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Adrianna Papell | 500 7th Avenue | 10th Floor | New York | NY | *******
*******450

I'll be very short: never ever shop here.