BHLDN

If I could give 0 stars I would! I'm getting married in May. I began the process of searching for my rehearsal dinner dress in JANUARY. I tried to purchase my favorite dress, but within that day, it was not available on the website. I orders a different dress. It arrived and fit awkwardly (My body type can fit into most any style dress). Within 2 days, the first dress that I liked was back online. I went directly to the store and did an exchange. I had to order the other dress and was advised it was on back order until April 17th. I looked online after that date and it was pushed to April 29th. I looked a 3rd time, now in MAY, and it stated, "has yet to ship"
I called and was told the ship date was now June 9th. I asked to cancel the order. Was told it would be store credit because, during the initial exchange, they credited as a gift card rather than my credit card. Now I HAVE to get a dress from this place. I call customer service again and LILY, who was somehow given a "supervisor's" designation was abrupt, rude, unprofessional, and demeaning. If I had a nickel for how many times she said "there is nothing I can do." While also talking over me in simple conversation. Infuriating. Meanwhile, I'm dealing with this since January as a bride and now have weeks before my wedding. Apparently now I have to wait 3-5 business days to make another order because I have to wait for my e gift card. The dress I want to order has 2 sizes left! Who spends $500 on a dress with THIS KIND OF SERVICE?!?! No wonder there are 6 times more bad reviews than good. Side note: the fabric of the dresses are similar to Express. And the price is quadrupled. This place is a bride's nightmare and not worth the astronomical cost.

I ordered a dress in mid January and returned it January 31st due to the material being cheap and everything sticking to it. I did not want to have to walk around with a lint brush on my wedding day. Before packing up the dress I painstakingly rolled the dress to insure all little hairs were gone. WELL I guess a few hairs were left. I just received the dress this morning March 8th (6 weeks after I sent it back) with a letter saying they will not take the dress the back because it has a few hairs stuck to it! And I can't return to the store because now it has been over 30 days! Well they've had the dress for 6 weeks! Oh and I did call during that time and was told that they received the dress and it was just going thru the process which takes 2-3 weeks (not 6?) and that I should be receiving an email and my refund soon. They did not mention anything about the dress having hair stuck to it. I was planning on ordering a much more expensive dress and all my bridesmaid dresses(5) from the company but will not be ordering anything! I am so upset as if us brides don't have enough stress on our plates with planning a wedding I thought getting the dress would be a fun part. STAY AWAY BRIDES! I do have to say I had a wonderful experience with my stylist Andrea in the Westport store its to bad her company sucks.

I cam in the BLHDN to find a wedding dress, and I did! I found the perfect dress, and the lady helping me out informed me that there were only four dresses of this style left, so I needed to order it as soon as possible. I ordered the dress, and in two days they let me know that the dress was now on back order and will be shipping out a month later. My wedding was coming up, so I decided to call customer support, and they told me that the size up in the dress was available to order, so I cancelled the first order and ordered the size up. Two days later, I got an email saying that this dress was now on back order and wouldn't ship out for another month! I decided to wait the whole month for my dress, and when the day came to have it shipped, I called in to customer service, and they again pushed back the shipping date! Without even informing me or anything, they had pushed back the date for the third time, even after telling me that they had it in stock! BLDHN is just a place where they continue to lead you on. Currently it has been 40 days on back order, and customer service just told me that I should probably find a backup dress. I don't understand this company, and I am severely disappointed in them. I will tell anyone interested in dress shopping to avoid BHLDN.

I wish I had read these reviews before placing my order! My experience is very similar to a lot of others: A company that claims to ship internationally but has no idea how to do that successfully and the WORST customer support I've ever encountered.
I live in the UAE and have been finding it incredibly difficult to find a dress for my wedding so when I found BHLDN I was so excited! Not only did they have beautiful dresses but they had them in my size! I had one great virtual consultation and then proceeded to place my order. For some reason the online order wouldn't process so I was told to ring customer service (International calling...)
The lady on the phone struggled with my accent (I'm form NZ) but eventually we were able to get the address down and the order went through no problem!
A few days later I check my shipping status to see that there is an issue-a missing commercial invoice-a pretty important document for international shipping. I didn't think much of it as I assumed UPS would contact BHLDN as it's their error. A week later and I receive an email stating the dress had been returned. So then began the never ending calls and emails to BHLDN's 'SUPPORT' team. No one could give me answers but they suggested I try calling UPS to find out the problem... another international call.

What I came to realise is that the lady on the phone (remember her? She couldn't understand my accent) Put down Abu Dhabi, AZ as the address. Now I'm no expert in American geography but pretty sure Abu Dhabi is NOT in Arizona! So essentially there was no commercial invoice because the address taken down was Domestic not international... FML.

At least they're giving me a full refund-shipping costs included. However it has been a horrific experience dealing with their USELESS support team.

I bought a dress online that was on sale for $220 I tried it on and didn't fit right so I returned it. In order to get your money back you have to wait 2-3 weeks and when I received the credit BHLDN deducted $75 and it only said Smart Label Fee.
I emailed customer service and they advised dress wasn't returned in its original condition. So I called them and customer service and they weren't sure on the specific issue why BHLDN was charging $75. I had to wait another 48 hours BHLDN to email me again saying that dress needed cleaning or repair before being restocked. I then call BHLDN and they advised that they found a hair on the dress but they couldn't provide proof. I had this dress with me for only 3 days and has caused me such a headache just because of single hair was on the dress when I returned it which I can't get a proof of.
Overall the service is poor... you have to wait 2-3 weeks to get your credit back, it took them almost a week to verify what was the issue with the dress and if there is an issue they are very vague with their explanations.
I will not shop anything for my wedding or future weddings I attend to from BHLDN.

I stopped at a BHLDN salon in NYC and tried on a 2-piece wedding outfit that was the only thing, thus far, that I thought I even remotely liked. Knowing they had a 30-day return policy I had my consultant for the day take my measurements and I ordered both the Havana top and the Bellamy skirt. About a week later I received a box in the mail and it only had the Havana top even though I was charged the full $1,500 for both items. I had to call customer service and wait on hold 10 min before getting a woman on the line that had the worst connection and was very rude. She said she would correct the situation and send me another skirt though. Another week later and I received the skirt, but I ended up really disliking the whole outfit once I tried it on again and packed them both up in the same box with all paperwork inside (for both separate orders) and returned them through a UPS facility. About 2-3 weeks later I received my refund for the top, but still have yet to receive a refund for the skirt (almost another month later). I emailed their customer service and was told I'd have to wait 72 hours for a reply, when I got a reply they said it could take at least another week, and after about 1.5 weeks I still hadn't seen my credit so I called again just to have another fairly rude woman tell me they put through a claim and I'd have to wait another 72 hours for a response. This is ridiculous and the customer service for this company is horrible. I would NOT recommend making any purchases here. In addition to this poor reflection on the company the construction and fit of the 2 pieces I ordered was horrible. The skirt was too small even though they measured me and told me to order up and the lace top was just the worst fit with a lot of excess fabric under the underarms that I don't think a seamstress would really be able to take in without disrupting the lace/ scallop pattern and edging. So regretful I ever ordered here - They're holding a $1,000 of my money hostage now while trying to plan my wedding. :(

I loved my experience at this store and this review is not a reflection of the store or of the dresses, rather a review of my experience attempting to exchange my dress for a different size. My story is that I found a dress I LOVE, with the help of very friendly staff, however I was just barely mis-sized. When I called to order a size up one week after I received the dress and firmly within the 30-day return window, I was told the dress had been discontinued so that it was not possible for me to order another size. Well, to my surprise, the dress popped up again on the BHLDN website available in ALL sizes recently (at this point, it has been about two months from the purchase date and from the time I attempted to exchange the dress the first time). When I called to request an exception, I was told that no one, including management, had the power to override their return policy... and my story was questioned, which felt terrible. My only option at this time is to return the dress and hope for an exception and also hope they mail it back without penalty if that exception is not granted. Bottom line: it may be helpful to ask them for a name whenever you talk with someone on their customer service line (per management today, they will only give you their first name and last initial, but this may be worth it just to have proof, as that seems important), to talk with multiple people if you are trying to return an item within the window and are told you cannot for ANY reason, and/or to go the paper trail route via email. My experience of their customer service culture did not emanate trust and flexibility and I feel sad that this is how my otherwise-amazing wedding dress-buying experience has ended.

I have had a time with my order! I ordered 2 sizes of a dress and the smaller one did not fit. I returned it within the 30 days and had only tried it on once. I tried the larger one on and still it did not fit my body type, so I sent it back. I received a refund on the larger one, but the email was stating that it was the purchase order # of the smaller one and I never got an email about the smaller one being refunded. Some kind of mix up. I then received the larger dress back in a box ( I received an email stating that it had already been processed for a return)... 3 months later... stating that they needed more information before it could be returned. I was confused, so I emailed customer service. Then they told me that I would not be receiving a refund because the warehouse had decided that it had been worn, washed or damaged in some way. There was NO damage on the dress. I had only tried it on and sent it back. I called customer service to explain that I thought there was confusion and that someone just decided to make that decision without having cause and they pretty much said "hey, you have one dress and we gave you a refund on the other, what else do you want?" I told her that I wanted a refund. The representative finally got very irritated and became quite rude so I asked for a supervisor. I was not going to stand for their decision when I knew that nothing was wrong with either of the dresses that I sent back. The supervisor was nicer, but he still said that the warehouse makes those decisions. I told him that someone did it because they couldn't explain the mix up in my returns and he said that he would look into it. So... now I am waiting again to hear from him after he "looks into it". He said that they are supposed to take photos of the damage that they claim. I told him that I wanted to see those photos because the dresses still had the tags on them when they left my house. The dresses were nice. Return experience... not so much!

I had a terrible experience as a bridesmaid for a BHLDN bride and i will NEVER use them myself and have talked others out of using them due to their TERRIBLE customer service. I was told to order two sizes of a dress because the measurements online didn't seem right and the dress was running big for some people. So, I ordered two versions and was told I could return whichever didn't fit within 30 days. Well, the dresses turned out to be on backorder and came several weeks apart. I ended up liking the second dress better but they wouldn't let me return the first dress since it fell out of the 30 day window. They said YOU CAN HAVE STORE CREDIT. I DO NOT NEED STORE CREDIT, OBVIOUSLY! I sent 6 or 7 emails, none were returned. I called and asked to speak to a supervisor and I was told I couldn't speak to a supervisor UNTIL THEY GOT MY DRESS BACK! Hell no I'm not sending you a dress that you are only giving me store credit for! I'd rather sell it for whatever pennies I can get since I will NEVER EVER shop with BHLDN again! Insanely disappointed. Customer service COULD NOT BE WORSE. Beware!

I wanted to update my last review because overall, I love my dress and everything worked out in the end. I had originally gone to the store to try on and order my dress. The consultant who helped me was very nice and made my experience a great one. She ordered the dress 1 size larger than my actual size in case the dress fit small, however when the dress came in it was too big and needed to be sent back. I was told my dress was low in stock at the store so I was worried about not getting the right size. I followed bhdlns return policy, used their return label and tracking number so when I knew it had been delivered I called to check on my exchange and make sure my correct size was still there. The lady that helped me was super rude. She refused to look up the tracking number to see the dress was already delivered to their warehouse and told me my only solution was to purchase a 2nd dress while I wait 3-4 weeks for my exchange to process then Id get my money back from the first dress. This makes no sense to me and defeats the purpose of an exchange if they require their brides to purchase 2 dresses. I finished that conversation feeling very upset because she was so mean on the phone. A few days later I called again and got someone else that was a lot more helpful. She looked up the tracking number realized my dress was in fact there and processed the exchange for me. Now I have my dress in the right size and I still love it. I wrote my first review right after my terrible phone call with bhldns customer service, I was upset and hurt by how I was treated. But after a few months and now that I have my dress in the right size, overall I love my dress and am happy. I still think bhldn should do a better job at helping their brides with the exchange process because their gowns sell out so fast. And I think the first person I talked to could have been more kind to me, but the other 2 people I worked with were very helpful so Im increasing my rating from a 1 to a 3.

DO NOT ORDER ON-LINE from Anthropolgie, BHLDN, or Free People! THREE years ago I ordered a couple of dresses from BHLDN for my daughter's wedding. The dresses totaled approximately $800. I returned the dresses, and it took TWELVE weeks to receive my refund. I emailed them several times, had proof that their warehouse had received it, and they said they were "backed up" and couldn't process the refund. I wrote a bad review on their website and received an email stating that if I didn't remove the bad review, they wouldn't allow me to purchase anything on line anymore. Of course I didn't remove it. I've tried to order a couple of things on line from Anthropology for my daughter's birthdays and sure enough, the orders were rejected. I tried to order something from Free People today, THREE YEARS after I wrote the first review, and received a notification that my order had been cancelled. I called Free People and asked why and they stated that a "hold" had been put on my account. I think this is a TERRIBLE way to operate a business. Basically, they try and "bully" you into not posting a bad review!