My fiancée ordered a wedding dress from Ever-Pretty on 22nd June 2020. She received an email from them, claiming it had been "delivered to letterbox" on 1st July 2020. We are 100% certain that this was not the case. Due to the nature of my fiancée's job, during quarantine, she was working in the living room all day. The living room is connected to the front door, with a view of the outside. Thus, she can say with absolute certainty that nobody came to the property that day.

She has been incredibly frustrated by the poor customer service and extreme lack of concern that Ever-Pretty had displayed. She has now emailed them 6 times. Most of the time, she hasn't received a response. And on two occasions, she was just given an automated response, claiming that the dress has been delivered. No apology. No desire to investigate her case. I would say that this is the worst online customer service I had ever witnessed in my life.

She rang them 3 times to attempt to speak to a proper human being. However, it is not possible to get through to a UK number, so she had to go through a US number; costing even more money. It just went through to a voicemail, asking for the order number and claiming they would get in touch. Today, we just received the same automated, uncaring, futile email, falsely claiming that the dress had been delivered.

She does not even want the dress anymore; she just wants her money back. I wish I had checked this company out myself before she purchased it, since reading the other reviews on Trustpilot, of which 47% are Bad', have all but confirmed to me that this is a recurring theme. Lots of people are emphasising the poor customer service, the difficulties in even making contact and the refusal to refund purchases.

I am now left with no choice but to report this case to the financial ombudsman. My father is a lawyer and specialises in cyber-fraud cases. It is a time-consuming exercise, but since Ever-Pretty are refusing to deliver a refund for a dress that was never delivered to us, we are left with no other option.

If you are considering making a purchase from this company and are doing what we should have done, reading the reviews first, I would strongly advise you to steer clear of Ever-Pretty. It's just not worth the risk. There are plenty of other dress providers that my fiancée has used, and she has never had this level of stress and frustration from any of them.

EDIT: Ever Pretty have finally refunded us the money. I think the fact that I wrote this review on four different websites made them wake up. They don't want a bad reputation. However, it shouldn't take a public forum to get a refund. They seriously need to review their customer service telephone and emailing system so that it does not get this far in future.