PromGirl

I was in need of a dress for a wedding in February. I saw the reviews, well the reviews they want you to see and thought I would give it a whirl. I was unsure of my size so I carefully measured myself, twice in fact, to make sure I ordered the proper size. They advertised all over their site, "free shipping, free returns, free alterations" I made sure the dress was not a "final sale" dress and I placed my order. The dress arrived quite quickly and I was excited to try it on. Get it home, try it and on and it was very small and unflattering. No biggie... I'll return it. Put it back in the bag and looked at the "Easy Returns & Exchanges" "see the attached picture" and then went off to visit my family for Christmas. Came back on the 3rd of Jan and visited the promgirl.com/returns and I find out that returns are only accepted "within 7 days of receipt of item". Well I don't rmember seeing that, I know if I didn't return it in 3 days I would miss out on the "free returns have to pay $10. I also know that they only offer "free alterations" on items over $150 and my dress was conveniently $149 I also remember seeing that "Sale and Special Order items" are returned for store credit only and final sale items "cannot be returned or exchanged". So I called and they were closed so I sent a very nice email explaining the situation apologizing for any misunderstanding and got back a curt email from CS, I can tell they get this confusion a lot, telling me so sorry but you missed the deadline. So I called talked to some snotty 12 year old (or so she sounded) told me that they will allow me a "1 time offer" to get a store credit if I take a bunch of pictures and fill out a form and wait for another 12 year old to review. Ya, I will just take the $150 hit and get the word out to others on this companies practices. I will say the dress was nice quality but the measurements were not just a little off but WAY off. So you have been warned do NOT do business with this company.

I have had 2 experiences from this company, which unfortunately ended up to be two of the worst customer service experiences I have ever had. The first dress, a Mori Lee black dress, was sent to me in good condition. Being a size 0, I expected it to be a little long and I would take it to the tailor to get it fixed. Much to my surprise, the dress was more than just a "little" long. When hung from my 8 foot door frame, the dress almost touched the floor! The chest area was meant for someone with double D boobs. This dress was not meant for most size 0 girls. I was told that my shipping and restocking fee would be waived. The shipping fee was not waived. The second dress was this La Femme dress- also a size 0. I received the dress the day before my event and it was a size 8! As annoyed as I was, I called and told them the situation and they reassured me that this would be taken care of and I would receive all of my money back. Once again, my shipping fee was not waived. I was just fed up at this point and called to explain the situation. The person I talked to told me that the dress they received was a size 0! And that it was MY fault for not having taken pictures of the size 8 before shipping it back. Have you ever heard of something like this- telling the customer that they were basically lying? I always thought that customers are always RIGHT! I told them that I still had the hanger which the dress was hung from which stated that it was a size 8. Then they told me that the tag may have said size 8, but when the designer measured the dress, it was a size 0. So now, they switched the story and told me that it was labeled incorrectly? Then I waited 20 minutes to speak to a manager, which after the 20 minutes, the same girl came on the line saying that no one was available to speak to me and they would "do the best they can to refund the $8 shipping fee." I am just appalled by this. If a company considers $8 more important than a loyal customer, I suggest they figure out a different strategy because that will not last long.

My experience was overall bad. I have placed two orders with them. The first one gave me a 10% new customer coupon. However the dress didn't fit so I had to return it. I asked for a redo with the coupon since I still wanted to purchase from them and they simply said no. Fine, their dresses are cute so I ordered anyway. Their website states "Free returns and exchanges" but this is not true. They still charge you for shipping which is deducted from your reimbursement.

So now my second order. I ordered two dresses because I didn't know which one was going to fit since they're sizing doesn't seem to be consistent. I pick one dress and go to ask for a return on the second dress. This is when I find out about their 7-day return policy. I was on the 9th day when I first tried to do a return. Both dresses are in original condition; on their hangers, inside their bags, with the tags on. I understand it is my fault for not knowing about their extremely short return period. Most places offer 30 days. Since COVID, even longer. Not Promgirl. I explain the whole situation. My event date isn't even here yet, which I put into their pre-order questionnaire about why you're buying the dress. There is no way to get in touch with them over the phone. Their only number sends you to a voicemail. Via email, they refer me to their policy guidelines. Which I had already explained I read after not being able to start a return on their website. I acknowledge I read it too little too late and ask to speak to a supervisor. They tell me they won't make any exceptions and so I ask for a supervisor again. Apparently, they don't have any. Still waiting for a response.

Again, I understand it's my fault for not reading their return policy but it was an honest mistake. I was two days over and they have no sense of compassion. They only seem to care to get their money. They truly have beautiful dresses but for their lack of customer service alone, I would look elsewhere. Plenty of beautiful dresses through other vendors with excellent customer service.