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BHLDN has a rating of 1.56 stars from 86 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about BHLDN most frequently mention customer service, wedding dress, and return policy problems. BHLDN ranks 330th among Wedding Dresses sites.
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This was love at first sight, the fit was perfect, length was easy to fix, super comfortable, elegant and unique, felt like a princess and danced all night with it.
BHLDN could not care less about their customers. They misrepresent what items they have in stock and don't inform you when they back order your wedding dress that you paid expedited shipping for you, so it ends up being a surprise you may or may not find out about that your dress isn't coming in 5 more months. Customer service does not care. No one will reach out to you. Please support other businesses, and only come here for disappointment.
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.
Dress was great. Store was great. Shopping experience was great. Customer service, via email and phone, totally useless!
I went with my daughter to the Chicago store. She couldn't decide between two dresses and the appointment was coming to an end. The consultant suggested that she order both dresses, get them home, and then decide. She kept assuring us that there would be no cost to us to return one of the dresses.
The dresses came. She picked the dress she wanted and packed up the one dress for return. Dress was worn for a couple of minutes; tags were intact; dress neatly in bag; all placed back in original shipping box including bubble like stuff on each side to keep it from moving around too much.
A couple of weeks later I got an email (because I was paying for the dress) that the dress had been received and instead of the entire $850 credit I was only being credited $775. ($800 dress plus $50 tax minus $75 for $775)
I started emailing and calling and have never gotten satisfactory answers.
The first email I sent, I asked why $75 was being deducted. I was told that it was a restocking fee. I kept asking and telling them that my email from BHLDN said I was being charged a "$75 Smart Label Fee". I kept asking what that was and always got none answers like like oh, that's just what we call a restocking fee. No one ever looked into that.
Then I was told that the website said they charge a $75 restocking fee; I countered with that it said there may be a fee.
After many, many emails again and phone calls they just kept telling me that they couldn't do anything about it but never once did I get an explanation.
Then I was told that the dress must have been damaged. I said that was impossible from the way it was packed and that if it truly was damaged they would have refused the return entirely.
During a phone call a rep told me that an inquiry was being sent to the returns department to find out why a restocking fee was charged and would take a couple of days and again my original returns notification email called it a Smart Label Fee.
Well, 5 business days later I still hadn't heard anything and sent another email asking why the decision was made to charge $75
Then yesterday I got: "Our financial corrections team has indicated the $75.00 restock fee can not be refunded. I apologize for the inconvenience." This was attached to my first email from the end of March, not even referring to the returns dept.
Customer service just gives the run around over and over and over again. One of the reasons this store was picked to shop at was because we were told dresses can be returned at no cost. Yes, I want the $75 credit but even more so I want proof of why they charged it not just being told basically that's what we do.
I will warn all future shoppers to not purchase unless you absolutely want the dress don't believe it when you're told it won't cost you a thing' and don't expect any answers from customer service.
PLEASE BE CAREFUL before ordering from BHLDN. I ordered a wedding gown and it was way too small, despite me ordering my normal size AND taking my measurements to be sure.
I returned the dress and waited weeks for a refund, but none came. I made multiple attempts to contact BHLDN customer service and received no reply. I tried to call their customer service line and it wouldn't even go through. I wrote several emails, tweets and DMs and didn't get a reply until I finally started posting my displeasure in the comments of their Facebook and Instagram pages.
Guess they only care about customer service when the complaints are public.
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An understated word with significant meaning charmed us. And so began, BHLDN (pronounced beholden). Inspired by the Dutch word for? To keep,? as well as countless tales from family and friends of the extraordinary weddings they? ۪d been part of, we be...
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