brandy c.

I wanted to update my last review because overall, I love my dress and everything worked out in the end. I had originally gone to the store to try on and order my dress. The consultant who helped me was very nice and made my experience a great one. She ordered the dress 1 size larger than my actual size in case the dress fit small, however when the dress came in it was too big and needed to be sent back. I was told my dress was low in stock at the store so I was worried about not getting the right size. I followed bhdlns return policy, used their return label and tracking number so when I knew it had been delivered I called to check on my exchange and make sure my correct size was still there. The lady that helped me was super rude. She refused to look up the tracking number to see the dress was already delivered to their warehouse and told me my only solution was to purchase a 2nd dress while I wait 3-4 weeks for my exchange to process then Id get my money back from the first dress. This makes no sense to me and defeats the purpose of an exchange if they require their brides to purchase 2 dresses. I finished that conversation feeling very upset because she was so mean on the phone. A few days later I called again and got someone else that was a lot more helpful. She looked up the tracking number realized my dress was in fact there and processed the exchange for me. Now I have my dress in the right size and I still love it. I wrote my first review right after my terrible phone call with bhldns customer service, I was upset and hurt by how I was treated. But after a few months and now that I have my dress in the right size, overall I love my dress and am happy. I still think bhldn should do a better job at helping their brides with the exchange process because their gowns sell out so fast. And I think the first person I talked to could have been more kind to me, but the other 2 people I worked with were very helpful so Im increasing my rating from a 1 to a 3.