Amy R.

I have never written a review for anything, but I feel like I need to given my experience at BHLDN. I traveled to Houston from Austin to find The Dress. All my sisters came with me and we made a weekend out of it. The in store experience was lovely. I ended up effortlessly finding the dress and to top it off it was on double sale! Score! My fiance wanted to pay for the dress, so there was an in store phone transaction between my fiance and the women checking me out. All was well when I left. I even received an order confirmation and a note card congratulating me on finding "the one." Several weeks pass and still no sign of my dress. It was back ordered so I was expecting it to take longer to arrive. I wait a month. Still no dress. I finally call BHLDN Houston to check on my order. The young women from the Houston store contacted customer service for me and informed me my order was CANCELED! Why? They canceled the order because the name on the order(mine) did not match the card that was used to pay for it (my fiance). Customer service claims they sent me an email notifying me about the order. I Never got an email. I looked through every mail box and nothing, just an ORDER CONFIRMATION the day i bought the dress. After they didn't hear from me for about a week, they just canceled the order all together! No one CALLED ME to let me know what was going on! The young lady from Houston told me I could place another order and that she would honor the sale price i paid (thank you), but that they no longer have a size 4! What? I could get behind placing a new order, as my wedding is still 6 months away, but now i am told they don't have my size? I was devastated to say the least. That was THE DRESS and now because of their horrible customer service, I wasn't going to have the dress and will have start the process all over again. She told me I could get the size 6 and make alterations. This dress is all beads! Alterations on a dress like this will be a challenge. I didn't know what to say to her other than cry that now this is my problem. I called my sister who is a district manager for a high end retail company and told her what was going on. She got on the phone with BHLDN customer service and ripped them a new one. She told them how she makes things right for her customers everyday and told them that they are going to do the same or she'll blast them on social media. At the end of the conversation, they offered us the dress for little to nothing in a size 6. I have received the dress and will need to make adjustment to make it perfect, but it should work. If not i'll just resell it myself. At the end of the day, its really not that big of a deal as it is just a dress. However, I couldn't believe how they tried to make this my problem and have me pay for another dress that wasn't even my size. The price I ended up getting the dress for makes up for it sort of. As now i have wiggle room to get it expensively altered to fit just perfectly. These people deal with Brides everyday! I can't believe they don't go above and beyond to accommodate their customers and give brides one less thing to have to stress about.