Asia C.

When I created an order for a dress, I asked for the back to be covered and sheer darkened. I later emailed customer service and said to disregard the sheer. Hebeos sent an email asking if I wanted them to disregard my message on my order. I thought they were speaking of my email so I said Correct. I received another email from Alice at Hebeos stating they will make the dress like the picture. I knew something was wrong so once I saw that email, I immediately wrote back (all on January 7,2019) to not make the dress as the picture. I need the back covered. I get an email Jan 8,2019 stating that the dress is still being tailored. I said on Jan 9,2019 sounds good as long as the back is covered. Alice again writes on Jan 10,2019 we got that. Just dont worry. I get the dress, the back is not covered. I email Hebeos about it and ask to return and cover the back. They stated that I made the request too late and I told them to disregard. Ok, I understand the first couple of messages was miscommunication however I wrote back the same day stating that I wanted the back covered. Also, your employee Alice stated we got that, just dont worry (exactly like that). Wouldn't anyone read that as we received your request and we are doing that? So needless to say, they still stated they cannot accept the return. They ignored the fact that their employee responded to me "after the dress was made". I understand if Alice never said anything or said Hey, we thought you canceled that request so we aren't able to do that. (Even though communication was still made on the same day re-stating that I wanted the back covered). My argument is that Alice made me believe based on what she wrote that they received my email and what I asked (to not do the dress like the picture and cover the back). The dress is nice however if it wasn't for this wedding I would never buy from a company that has a crazy return policy and does not honor mistakes made by their employee. For anyone who has had issues with them, I encourage to make a complaint to the econsumer.gov. It is a link from the Better Business Bureau that handles international company. I encourage to do it on sites such as this as well. Do not allow them to do want they want. If you know you weren't in the wrong, and they won't honor their mistake, file a complaint. Again, I understand there was some miscommunication, however I did not know that they ignored my email. In addition, regardless of this, Hebeos employee Alice, basically stated they were covering the back after the fact. If you want the proof, I have emails from Alice with her saying not to worry, they got it to my response to cover the back of the dress even after January 7 when it was deemed "too late" for my request.