Promlily Online

Please do not order from this site. I purchased a prom dress from here and what I received looked nothing like what was pictured on the site. Poor quality and horrible customer service. They're not accommodating at all and didn't take into consideration this is an important event for me.

I was skeptical based on the negative reviews, but we received the dress and it is true to size and description. Shipping takes a bit, but you receive tracking information that is accurate. Overall pleased with the purchase.

I was sent a dress that was sewn wrong. They took no responsibility for it. Would not let me return it. Save your money, don't buy from they. They just want your $

This was the worst online purchase I've ever made.When the dress ordered arrived it was absolutely substandard and not as described.very poor quality.
When I contacted Promlily I got the same answer as everyone else gets.After email exchanges back and forward I said I was writing to the financial ombudsman and sent a copy of the letter being sent.I was then offered 30%, then 40%then 50% refund.
Keeping on pursuing the ombudsman route I eventually got to the offer of a full refund but only if I returned the dress.and where to...China of course.No refund given for any shipping costs at all.I got my refund within a day of it being actioned.
Never use this website, it is atrocious and there won't be a next time so I would advise you to stay well clear of it.
I do feel sorry for the staff members who are the sales reps. They are put in an unenviable position.it must be a nightmare job for them.
Two words come to mind:
Never again!
I will pursue this case if this review is not published as the public have a right to know what is happening.
Heather Knox

AVOID! The material is sub-standard and smells awful. They will imply that they're tailor made but items are mass produced. Costs a fortune to send back only for the company to advise that they have refunded, when they haven't. They will try to offer a small refund and their websites claim that you're not entitled to a refund when by law, you are. Still no refund from them. Terrible, terrible experience and no refund 6 weeks on.

The dresses are not the ones as pictured. Material and color is different. These are knock off dresses. I was so disappointed when I received my bridesmaid dress for a wedding. I wish I never encountered this website. They gave me a hard time to accept the return and when they did only offered 50% for a $200 dress. I am going to report them to my credit card company.

DO NOT BUY. Dress looked nothing like the picture at all, had 2 marks on it, the smell was beyond disgusting. When I tried to email to return the dress the company came up with every excuse to not refund in full. They tried to say they received the dress back and was no fault on it and sent a picture of another dress. Tracking proved the dress wasn't even delivered at this point!
They still have NOT refunded the £25.85 postage to return.
Pictures and emails saved to take this complaint and non full refund further

After I read all reviews here I was so scared, as a payed over 130£, BUT my dress was incredibly beautiful, perfectly done, quality of material was great, the same colour, beatify done all small details. Shipping took 1 week longer than expected, but contact with customer service was professional, prompt and kind- tracking number sent, delivered by FedEx, carefully packed. So this company is not a scam guys. Yes I am talking about Promlily.co.uk I didn't expect after what I read here, but I have to say: I highly recommend this company. Thank you

This is the letter I finally wrote to them after trying with several correspondence to assist me with a return

Apparently you do not stand by what you have written on your website
And place no value in treating your customers' with honesty and respect.

You also apparently are cowards as you refuse to even reply to my
Correspondence.

I will make sure to warn my daughters' - my daughters' friends - my soon
To be daughter-in-law - facebook patrons - Youtube patrons - Instagram patrons and
Any and all patrons of your product to beware of your your awful customer service
And the poor quality of your product, on a daily basis.

You have done me a great harm as I am disabled, am unable to go shopping, and do not have money to try and find a suitable dress for my daughters' wedding.

Shame on you

Ordered a dress for my daughter, but the dress was not as expected, the fit was terrible, and the fabric they used what soooo cheap. Their refund policy is a joke, they do not care about customer satisfaction at all. Don't do it unless you're ok with a dress that you may end up hating, and you will not get a refund.

I purchased a dress from this site. When I received the dress it was obviously the wrong color. It clearly states on the site that you are entitled to a full refund if this happens. I tried to return it and they refused. Tried to give me 20% refund and told me to sell it myself. Horrible. Less than a 1 if I could.

I ordered a dress for my granddaughter for prom, received the dress and the color was wrong. The dress was made of this ugly thick material nothing like the picture will never order from this site again!

Terrible items bought, nothing like the photo, stunk of fish and has been an absolute nightmare to get my money back. I have returned both dresses over a week ago and I am going back and forth fighting for my money back £100 worth of shipping fees to get the dresses originally sent and then returned back to even get my refund. This is a scam and the website should be shut down!

I became a victim of fraud from this China based Promlily company. The dresses (4) I ordered were not of the material described but made from a low qualitly polyester. They were all ill-fitting, poorly constructed, and extremely heavy in weight. They had no labels in them to describe material or care instructions. I attempted to send them back the very next day I recieved them (you only have a 14 day return window) but the postal zip number Promlily gave me was not recognized by the FedEx main distribution center where I took them to send back so FedEx could not process it to ship. I attempted it twice, thinking it might have been a clerical error but it was not. I took it to the USPS, per Promlily's email recommendation, asking if the system recognized the zip given, but USPS said they can't check that but would send it out anyway. Because the cost to send it back to China from USPS was $500.00 I decided to contact Promlily instead and ask for a return shipping label but they refused, advising me just to send it out via another carrier. At a $500 return shipping cost, that was not an option. I put in a claim with my credit card company but due to a family illness that I had to leave town for an extended time period, the case closed before I was able to jump through all the hoops that they require of you. Buyer beware. Don't be fooled by their website. This is a very fraudulent and unprofessional company. Lesson painfully learned :(

Do not order from this company. The dress does not look as good as pictures. It has major flaws strings all hanging flaws in the material not fitting just right. When complaining they try to tell you to go to a tailor and spend more money to try to get something fixed then they don't want to give you a refund and send it back they want to charge you to send it back and restocking fee which makes it not worth your while to send back then they try to offer you 15% back or and they go up from there but then they don't give you any refund on the shipping that you paid. Worst company to deal with.

Promlily is not the name that my credit card was charged when I ordered the dress. That should have been my first clue. Customer service is horrible! It took 4 weeks and two emails for me to get a response. Then I was told that I needed to send pictures of the dress. The dress was ok. It was a lot heavier than the picture looked. It didn't flow and looked like a grandmother of the bride style. When I responded the dress was fine but not what we thought we were getting, another rude email showed up. It stated that no special orders could be returned. The dress was not a special order. I only wish all the people who have just recently posted the terribel reviews were there before I ordered. Avoid this company - there has not been a positive review for over 5 months.

The dress for my daughter arrived damaged and they would not provide a return label and wanted me to pay $45 to return a $100 dress and would not treat me with respect. I highly advise against buying from this company as they are not honorable.

WORST COMPANY EVER -YOU PUT IN SIZE AND THEN MEASUREMENTS AND THEY SAY THEY ARE CUSTOM MADE-THEY ARE NOT, IF THEY WERE THEY WOULD NOT ASK FOR SIZE

FRAUD!

The dresses are not as described and they find any excuse to not take your return. Don't buy from them!

I ordered a dress from this company because I was in a wedding and we were looking at different dresses trying to decide what the party was going to wear. When the dress arrived, we immediately noticed the poor fabric quality but went ahead and tried it on. Once the dress was on, we noticed several places where the seams were loose or had large gaps in between them. Not to mention the dress did not fit correctly. The party decided against getting this dress due to the quality and time it took for it to arrive. When I tried to contact the company to return the dress, first, it took several email attempts before someone actually responded. Then they wanted pictures of the issue, as if customer disappointment was not enough, then they offered suggestions on how to correct the issue such as take it to the cleaners to have it sewn back together or donate the dress to a good cause. To add insult to the original comment, they offered a coupon towards your next purchase(as if). We went back and forth several times and it took me quoting from their websites return policy to even get an option to return this item. See what the option included below:
C. Upon receiving the returned package, we will inspect the item(s) to confirm that they are in their original condition and exhibit the issues stated in the return request. Once the refund has been processed by us, it usually takes 3-15 business days for the funds to be credited to your original account, depending on your bank or payment service.
D. A restocking fee of 15% of the item(s) price will be applied to cover re-inspection, sanitization, dry cleaning, and storage management costs.

It's important to note that shipping fees and coupons are not included in the refund.
For more details, please refer to our return policy:
https://www.promlily.com/return-policy.html
4. Original shipping fee & return shipping fee will not be refunded.

We sincerely appreciate your understanding and cooperation. Kindly inform us which option you prefer.
Best regards,

So, now you agree to offer a return but at my own expense after you originally charged $35 to ship it, On top of that, there is a restocking fee. So when it is all over, I might get $25 out of my original $175. I will not return this dress for you to fix and charge another person the same price. If you read this review, please reconsider using this company. The cost is not worth it. They do not mention restocking fees or paid returns, but they do state they have "WORRY FREE RETURNS". I will shop made in American moving forward.